Service Request Ticket - # 48551

Service Request Ticket - # 48551

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Service Request Information

CONTACT	Name	Beck, Laura	Date	Oct 04, 2012 03:51 PM
	Department	The Research Institute	Phone	5413460598
	Location		Email	beckl@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Computer	Edit WOU #	20101086 (opens in a new window)	Bldg/Room	OFF Remote User
	Service Tag	H68ZFQ1	Description	Dell OptiPlex 960 SFF, 3.0GHz,6M,1333MHz FSB
	Serial No.	H68ZFQ1	Location	Laura Beck, TRI-Eugene
	CPU	Intel Core 2 Duo E8400(3.0GHz, 6M, VT,1333MHz FSB)
	OS	Unknown	Software	WIN 7 Pro downgraded to WIN XP Pro,Roxio Creator Starter Dell Edition and Cyberlink Power DVD 9.5.1 bundled with PC, MS Office Pro Plus 2010 from P0080174 installed as Office Pro Plus 2007, EndNote X5 WIN(upg) from P0081781, Adobe CS6 Design Std WIN from P0089412
	Wired NIC	BC:30:5B:DA:F7:3B

TECHS	Submitted by	Katie Halvorson	Contact	khalvorson08@wou.edu	88925
	Primary Technician		Contact	agandara09@wou.edu	88925

Tracking

Entered by	Date	Memo
Andrew Gandara			Email Public
Entered by	Date	Memo
Andrew Gandara	Oct 23, 2012 01:56 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Andrew Gandara	Oct 23, 2012 01:56 PM	Remoted in: Uninstalled, ran ccleaner, and reinstalled again and the error went away.	Add Attachment
Andrew Gandara	Oct 23, 2012 01:32 PM	**This is an email** Alright I think I will need to do another remote session. Are you available today to do this?	Add Attachment
Andrew Gandara	Oct 23, 2012 01:23 PM	**This is an email** Andrew, the error messages are gone. But, now I get a box that states: On access scanning disabled. Sophos is not currently scanning the files you access.	Add Attachment
Andrew Gandara	Oct 22, 2012 03:05 PM	Remoted back in: Purged Sophos, then reinstalled it. Told her to reboot and if she is still getting error messages then I will try again tomorrow.	Add Attachment
Andrew Gandara	Oct 22, 2012 01:41 PM	Task reassigned to Andrew Gandara.	Add Attachment
Andrew Gandara	Oct 22, 2012 01:41 PM	Priority changed from (3) Priority to (4) Moderate Priority.	Add Attachment
Andrew Gandara	Oct 22, 2012 01:41 PM	Remoted in: Sophos detected a lot of files (108) but could not do any actions on them. I downloaded and started running SuperAntiSpyware and told her that would take some time so to call or email me when that finishes and we can see if that fixed the issues.	Add Attachment
Andrew Gandara	Oct 22, 2012 12:37 PM	Need to install TeamViewer on her computer, then remote in and see what is causing the issue. Called her and left VM about this	Add Attachment
Andrew Gandara	Oct 22, 2012 12:36 PM	**This is an email** Laura, I think the best solution would be to have you install TeamViewer which is a program that would allow us to remote into your computer and that way we could see what exactly is causing the error. You can download TeamViewer at: http://www.teamviewer.com/download/TeamViewer_Setup_en.e xe That link will automatically start downloading it for you. Install the program and then we will be able to get you with a tech and get this all figured out. If you have questions on how to install it, I will be here until 3 pm today, so if you call our help desk (503-838-8925) anytime before then, you can ask for Andrew. After that, you would be asking for Laven who will also know how to use TeamViewer. If there is a time that you know you will be available you can also call our help desk and schedule an appointment with a tech. Let me know if you have any questions. Thanks, - Andrew Gandara	Add Attachment
Andrew Gandara	Oct 18, 2012 02:22 PM	**This is an email** Yes, I can log in. I just get the error messages every time I do.	Add Attachment
Andrew Gandara	Oct 18, 2012 01:40 PM	**This is an outgoing email** Hi Laura, I need some additional information regarding service request #48551 Description: error logging in I was wondering if you are still able to log into this computer or is it inoperable? Thanks, - Andrew Gandara	Add Attachment Public
Lori Burgeson	Oct 08, 2012 08:10 AM	She has a desktop and could not bring it to us.	Add Attachment
Lori Burgeson	Oct 05, 2012 11:26 AM	Emailed asking if she could bring her computer by since she is going to be on campus today.	Add Attachment
Katie Halvorson	Oct 04, 2012 03:52 PM	not at her desk tomorrow she will be on campus.	Add Attachment
Katie Halvorson	Oct 04, 2012 03:51 PM	She got an error message a couple weeks ago saying "error loading external resources (0x80070005)" and she was able to get past it when she clicked ok. Now, she logs on and a black screen comes on for about 20minutes and then she sees the error message described above.	Add Attachment