Service Request Ticket - # 53293

Service Request Ticket - # 53293

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Service Request Information

CONTACT	Name	Rockwell-Kincanon, Janeanne	Date	Mar 31, 2014 11:07 AM
	Department	Library & Media Services	Phone	89493
	Location		Email	kincanonj@wou.edu

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

Computer	Edit WOU #	20090926 (opens in a new window)	Bldg/Room	OFF PDR
	Service Tag		Description	Dell OptiPlex 960 SFF E8400(3.0GHz, 6M, 1333 FSB)
	Serial No.	hvjlql1	Location	PDR
	CPU	Intel Core 2 Duo E8400(3.0GHz, 6M, VT,1333MHz FSB)
	OS	Windows XP Pro	Software	MS Office Pro Plus 2007 license from P0074772, TRANSFERRED to new cpu W#20141155 SR59558 MAR2016: Adobe Captivate 5 WIN from P0076330, Adobve Illustrator CS5 WIN from P0080082
	Wired NIC	00:26:B9:8E:57:38

TECHS	Submitted by	Alyssa Little	Contact	alittle11@wou.edu	88925
	Primary Technician		Contact	creno11@wou.edu	88925

Tracking

Entered by	Date	Memo
Craig Reno			Email Public
Entered by	Date	Memo
Craig Reno	Apr 09, 2014 01:24 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Craig Reno	Apr 09, 2014 01:24 PM	Going to close this one for now, will reopen if there are problems later on.	Add Attachment
Craig Reno	Apr 09, 2014 01:24 PM	**This is an email** Thank you for checking back. This computer is used intermittently, and not much at all since you were here, so I'm afraid we haven't used it enough to know if the problem is solved. I'll be in touch if I notice any further problems. Thanks again! Janeanne	Add Attachment
Craig Reno	Apr 09, 2014 12:01 PM	Status changed from (4) On Hold to (1) Pending	Add Attachment
Craig Reno	Apr 09, 2014 12:01 PM	emailed asking for update	Add Attachment
Craig Reno	Apr 04, 2014 03:16 PM	Status changed from (1) Pending to (4) On Hold	Add Attachment
Craig Reno	Apr 04, 2014 02:18 PM	Put in replacement power supply, will check back sometime next week to see if there are still issues.	Add Attachment
Jared Petersen	Apr 04, 2014 12:05 PM	**This is an email** Thanks for checking in. Yes, I myself was on the computer on Wednesday and experienced the shut down. Then last night I was proctoring (the same student as last week) and it happened again for her. Chris thinks perhaps it's a short in the power supply to the computer. Thinking that because there is no warning to the event, which is pretty standard with hardware and software errors. He thinks perhaps its losing its ground for just a second, thus resulting it the sudden shutdown and immediate restart. Do you have a spare power supply that you could use to test this theory? Janeanne	Add Attachment
Jared Petersen	Apr 04, 2014 12:04 PM	Task reassigned to Craig Reno.	Add Attachment
Jared Petersen	Apr 04, 2014 12:04 PM	Craig, can you go over and swap out the power supply on this computer for further testing? The machine is still shutting down unexpectedly.	Add Attachment
Jared Petersen	Apr 04, 2014 09:56 AM	Sent email for update.	Add Attachment
Jared Petersen	Mar 31, 2014 05:18 PM	Virus scan came back with a bunch of stuff. Will check in with contact on Friday to see if the issue is still happening.	Add Attachment
Jared Petersen	Mar 31, 2014 12:39 PM	Ran hardware diagnostics. Clean. Running SuperAntiSpyware. Will have to check back later.	Add Attachment
Jared Petersen	Mar 31, 2014 12:19 PM	Task reassigned to Jared Petersen.	Add Attachment
Alyssa Little	Mar 31, 2014 11:07 AM	**This is an email** The computer goes black each time and then a few seconds later auto re-starts. There has been no pre-shut off warning - it just happens out of nowhere. Once we log back into Windows, we relaunch Chrome manually and it goes back to the previous session. ---- Janeanne Rockwell-Kincanon Associate Professor, Public Services Librarian Library and Media Services Western Oregon University 345 N. Monmouth Ave. Monmouth, OR 97361 PH: 503-838-9493 FX: 503-838-8645 kincanj@wou.edu On Mon, Mar 31, 2014 at 9:54 AM, UCS ServiceRequest wrote: Janeanne, Does the computer say anything before it shuts down or does it just go black and you lose all power? What happens when you start it back up again? Let me know and I can make a service request for you! On Mon, Mar 31, 2014 at 9:45 AM, Janeanne Rockwell-Kincanon wrote: This staff computer, in HL 117A, shuts down without warning during use. It's happened for a while and Jerrod came maybe in Fall term and did a virus scan on it and I think it improved for a while but it's back at it again. Web browsers are what's mostly used on this computer, and so those are the applications running whenever this happens, but that may or may not be related to the shut downs. I know that it happened recently with Chrome, and I believe also with Firefox. thanks for any help. Janeanne	Add Attachment