Service Request Ticket - # 54649

Service Request Information

CONTACT Name Dennis, Carol   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Sep 12, 2014 02:32 PM
Department The Research Institute Phone 88391
Location Email dennisc@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email
SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description
Laptop Edit WOU # 20130070[Edit Inv] (opens in a new window) Bldg/Room ITC 013
Service Tag 8Z6NMX1 Description Dell Latitude E6530,i7-3540M(3.0GHz, 4M Cache)
Serial No. 8z6nmx1 Location Green Room-BK HAM radio

CPU Intel Core i7-3540M Processor (3.0GHz, 4M cache)


OS Windows 10 Enterprise 64bit Software Office Pro Plus 2013 from P0091252 downgraded to Office Pro Plus 2010, Adobe Captivate 7 WIN From P0091252, Adobe Production Prem CS6 from P0091252

Wired NIC F0:1F:AF:2C:37:86


Wireless NIC 6C:88:14:E3:5B:18


Bluetooth NIC 24:FD:52:36:D1:35

TECHS Submitted by Shandelle Plasker Contact peppers@wou.edu 88956
Primary Technician Contact nmoore10@wou.edu 88925

Tracking

Entered by Date Memo
Nick Moore
Email

Public
Entered by Date Memo
Nick Moore Oct 20, 2014 08:04 AM 
Status changed from (1) Pending to (5) Completed
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Nick Moore Sep 16, 2014 05:07 PM 
****This is an outgoing email****
Hi Carol,

I just wanted to let you know we have your computer 
ready to go for you tomorrow morning it will be here 
at UCS waiting. the re imaging was not able to solve 
the problem but we have been able rule out hardware 
issues and malware issues. the computer is functional 
but still doesn't work after falling asleep. I am 
very sorry for this inconvenience and want this to 
work for you. I believe it is an issue with the 
software. I need to do some more homework to see what 
can be done next to get the computer back to normal. 
again I am very sorry for this inconvenience. If you 
would like a loaner computer after tomorrow I would 
be glad to provide you with one.

Thanks,
Nick Moore
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Meghann Thilberg Sep 15, 2014 04:56 PM 
Make sure adobe creative 6 (not the "cloud"
version) and Captivate 7 are on the laptop still.
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Meghann Thilberg Sep 15, 2014 04:49 PM 
Carol came by to back up stuff she has worked on
in the last couple weeks before she dropped it off
onto her iDrive.
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Nick Moore Sep 15, 2014 02:56 PM 
****This is an outgoing email****
Hi Carol,

I need some additional information about the laptop 
you dropped of earlier today. I was wondering if 
there was anything special or of interest that was 
saved on the computer itself and not backed up/ saved 
on your H drive? we have for the most part ruled out 
hardware related issues and now believe it has 
something to do with the operating system. we want to 
take and put a clean and fresh version of windows 7. 
if you do have anything important you want to save I 
would really like to save it and put the items on to 
the new version of windows. Thanks for reading and 
hope to hear from you soon.

-Nick
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Katie Halvorson Sep 15, 2014 08:42 AM 
She won't be on campus till Wednesday.  She can
pick it up Wednesday around 9 r it can be dropped
off to her office On Tuesday TODD 211.  

Sometimes when she tries to turn the computer off,
the shut down will take about an hour.

541-359-6996
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Shandelle Plasker Sep 12, 2014 03:24 PM 
She will be dropping her laptop off at 9AM Monday
morning.
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Miles Rakestraw Sep 12, 2014 02:34 PM 
Status changed from (5) Completed to (1) Pending
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Miles Rakestraw Sep 12, 2014 02:33 PM 
Task reassigned to Nick Moore.
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Miles Rakestraw Sep 12, 2014 02:33 PM 
Status changed from (1) Pending to (5) Completed
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Shandelle Plasker Sep 12, 2014 02:32 PM 
****This is an email****
Hi Folks,
Me again. Laptop 20130070[Edit Inv]. You successfully rid my
laptop of the SafeSearch Adware, and then
successfully reinstalled my Adobe Creative Suite 6
-- Thanks you -- but the laptop is not waking up
from sleep - whether it gets to sleep by me
choosing "Sleep" from Start, or by closing the
lid. I have to force quit by holding the power
button down until the computer turns off, then
wait and start -- and select from options to start
regular or in a safe mode.

And sometimes it takes an hour to shut down - so I
do a force quit with the power button.

Shall I bring it to you on Monday?

Carol
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