Service Request Ticket - # 57611

Service Request Ticket - # 57611

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Service Request Information

CONTACT	Name	Caceda, Carmen	Date	Jul 17, 2015 11:17 AM
	Department	College of Education	Phone	88409
	Location		Email	cacedac@wou.edu

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

Laptop	Edit WOU #	20120903 (opens in a new window)	Bldg/Room	PDR PDR
	Service Tag		Description	Apple MacBook Air 11-inch: 64GB #MD223LL/A
	Serial No.	C02KL3ZRDRV6	Location	pdr pile
	CPU	Intel Core i5(1.7GHz, dual-core, 3MB L3)
	OS	MAC OS X 10.11 (El Capitan)	Software	MS Office 2011 for MAC std from P0090102, Camtasia for MAC v2.6 from VISA2013003817; TRANSFERRED to 20160904 from W#20120398 JUNE2013 SR50638 Telestream Screenflow 4 from VISA2012003385--UPGRADED to ScreenFlow 5 VISA2015005184 MAR2016--UPGRADED ScrenFlow 6 VISA2016006155 FEB2017
	Wireless NIC	88:1F:A1:00:55:BA
	Bluetooth NIC	88:1F:A1:00:55:BB

TECHS	Submitted by	Ryan Ripp	Contact	rripp13@wou.edu	88925
	Primary Technician		Contact

Tracking

Entered by	Date	Memo
Self Resolved			Email Public
Entered by	Date	Memo
Megan Thibeault	Sep 04, 2015 11:50 AM	Task reassigned to Self Resolved.	Add Attachment
Megan Thibeault	Sep 04, 2015 11:50 AM	Task reassigned to Self Resolved.	Add Attachment
Megan Thibeault	Sep 04, 2015 11:50 AM	This ticket has been open for a long time. Carmen didn't get back to us via phone or email, closing this out.	Add Attachment
Ryan Ripp	Aug 31, 2015 08:35 AM	Called and left Carmen a VM to see if she is still experiencing the Screenflow Software issues. If we don't hear back from her, I will close out this ticket on Wednesday.	Add Attachment
Dale Goodell	Aug 21, 2015 10:22 AM	Task reassigned to UCS Tech.	Add Attachment
Megan Thibeault	Aug 17, 2015 07:21 PM	Please contact again and then close out of the ticket.	Add Attachment
Dale Goodell	Jul 22, 2015 08:54 AM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Dale Goodell	Jul 22, 2015 08:53 AM	This is an email: Carmen: Will you be on campus this week? If so, I'd like to follow-up with the ScreenFlow software as noted in my email from Friday 7/17. Just let me know some times you can be available. -Dale	Add Attachment
Dale Goodell	Jul 17, 2015 02:15 PM	Carmen: I returned your USB flash drive to Kris Dalton to put in your box. I installed version 4 (the same version you're running) on my iMac. Same error. Elayne Kuletz has been a good resource for troubleshooting this issue. She sent me a test file to try, resulting in the same error. She suggested that I try downloading their demo version 5.0.2. This upgrade gave me partial success; I was able to open the sample file Elayne sent me, and I was able to open one of the files on your USB drive -- the file ED6836C. Your other file -- Session8A2014 -- gave the same error. Elayne suggests that we try upgrading your machine to the demo to test, then if this is acceptable, we can work on submitting a purchase request to UCS to get the licensed version 5. I should be able to contact your on Monday to give this a try. -Dale	Add Attachment
Dale Goodell	Jul 17, 2015 12:54 PM	I un-installed ScreenFlow 4, then re-installed. She is getting the error "The document could not be opened". In detail, the error states, "ScreenFlow was unable to find the document data file. This could have been caused by file corruption or a failure when saving the document. Without the document date file, ScreenFlow will not be able to open this document." This error occurs when trying to open any of her files.	Add Attachment
Ryan Ripp	Jul 17, 2015 11:17 AM	Carmen is having issues with her Screenflow program. She will be in her office today from 11:30am until 1:00pm. Her preferred contact number is (541)740-9763.	Add Attachment