Service Request Ticket

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CONTACT	Name	Casares, Louann	Date	Sep 15, 2014 04:21 PM
	Department	Disability Access Services	Phone	89241
	Location		Email	casaresl@wou.edu

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

Computer	Edit WOU #	20120887 (opens in a new window)	Bldg/Room	OFF PDR
	Service Tag		Description	Dell OptiPlex 9010 SFF, Intel Core i7, 8M, 3.4GHz
	Serial No.	JB1SDX1	Location	PDR
	CPU	Intel Core i7-3770 (8M, 3.4GH w/HD4000 Graphics)
	OS	Windows 7 Pro, 64 bit	Software	OfficeProPlus2013 P0090067 downgraded OfficeProPlus2010, ZoomText Mag/Reader v10 VISA2012003435, TextAloud 3 VISA2012003434, Prism Video Format Converter Plus MPEG2 Ed. VISA2013003980, Techsmith Camtasia Studio v8.4 VISA2013003981, MathType v6.9 WIN VISA2014004355, ABBYY FineReader Pro. Edition v.11 P0090073 upgraded MARCH2015 to Abbyy Fine Reader Pro v12.0 P0096745
	Wired NIC	B8:CA:3A:77:C7:93

TECHS	Submitted by	Meghann Thilberg	Contact	mthilberg12@wou.edu	88925
	Primary Technician		Contact	bidahor13@wou.edu	88925

Tracking

Entered by	Date	Memo
Babatunde Idahor			Email Public
Entered by	Date	Memo
Babatunde Idahor	Oct 03, 2014 09:48 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Babatunde Idahor	Oct 03, 2014 09:48 AM	AbbyFine reader 11 pro. is working fine.	Add Attachment
Babatunde Idahor	Oct 03, 2014 08:19 AM	Task reassigned to Babatunde Idahor.	Add Attachment
Lexie Widmer	Sep 26, 2014 05:03 PM	Task reassigned to UCS Tech.	Add Attachment
Lexie Widmer	Sep 26, 2014 03:36 PM	**This is an incoming email** New comment: Hello, Thank you for your patience. I would like to check, what is the part# of the software installed that doesn't work? You can find this in the Help > About. I think it may be best to do a complete reinstall. Please remove the software through the control panel, and use the link below to download the software. Please disable any antivirus software and the User Account Control during installation, and delete any FineReader files found in the C:\temp folder. http://www.abbyydownloads.com/fr11pro/ Please try this and let us know if you continue to experience issues. Best Regards, Jay	Add Attachment
Lexie Widmer	Sep 16, 2014 05:07 PM	Talked to Jay at 408-627-6823.	Add Attachment
Lexie Widmer	Sep 16, 2014 05:06 PM	Called ABBYY tech support. They couldn't figure it out either. Asked DS to get to that error and call us so we could play with file types.	Add Attachment
Meghann Thilberg	Sep 16, 2014 02:16 PM	Called and the errors are still happening. And would like someone to come down and fix this issue.	Add Attachment
Lexie Widmer	Sep 16, 2014 12:44 PM	Applied the fix from the link, but wasn't totally sure it was the same issue. Also ran AbbyReader updates which was said to have a bug fix for document saving. Will check in with them later to see if they continue to have issues.	Add Attachment
Lexie Widmer	Sep 16, 2014 11:46 AM	http://knowledgebase.abbyy.com/article/1079	Add Attachment
Lexie Widmer	Sep 16, 2014 11:45 AM	Task reassigned to Lexie Widmer.	Add Attachment
Shandelle Plasker	Sep 16, 2014 11:22 AM	Task reassigned to UCS Tech.	Add Attachment
Shandelle Plasker	Sep 16, 2014 11:21 AM	Contact changed from Student Student to Louann Brant.	Add Attachment
Shandelle Plasker	Sep 16, 2014 11:21 AM	**This is an email** Hello UCS, Your office just sent over a representative to reinstall our Abby Fine Reader 11 Professional Edition on our computer (WOU ID 20120887). Attached you will find a screen shot of the 2 errors that we are now receiving when attempting to save batches s as word documents. Anyone in the office and direct you to the computer today until 5:00pm. If you need any other information please contact the Office of Disability Services at 503-838-8250. Best Regards, Ashlee Foster Student Office Worker II Western Oregon University Office of Disability Services	Add Attachment Error 2.PNG
Lori Burgeson	Sep 16, 2014 11:19 AM	Task reassigned to Service Request Desk.	Add Attachment
Lori Burgeson	Sep 16, 2014 11:19 AM	Status changed from (5) Completed to (1) Pending	Add Attachment
Vikas Sharma	Sep 16, 2014 11:02 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Vikas Sharma	Sep 16, 2014 11:02 AM	I uninstall and install the software again and it worked fine	Add Attachment
Katie Halvorson	Sep 16, 2014 09:53 AM	She is in 10-2 today but anyone in the office can help or show where the computer is.	Add Attachment
Vikas Sharma	Sep 16, 2014 08:14 AM	Called and they said she wont be there until 10 so i will go at 10am over there.	Add Attachment
Vikas Sharma	Sep 16, 2014 07:58 AM	Task reassigned to Vikas Sharma.	Add Attachment
Meghann Thilberg	Sep 15, 2014 04:21 PM	**This is an email** To Whom it May Concern, While utilizing ABBY Fine Reader 11 Professional Edition I have continually received an "Internal Program Error" when trying to save our documents. This is currently impacting our production processing, and we are in need of some assistance. Attached to this email you will find a screen shot of the error that I have received. Thank you for your assistance in this matter. Best Regards, Ashlee Foster Student Office Worker II	Add Attachment Error.PNG