Service Request Ticket

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Service Request Information

CONTACT	Name	Russell, Ami	Date	Jan 04, 2022 08:37 AM
	Department	The Research Institute	Phone
	Location		Email	russellab@wou.edu

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

Laptop	Edit WOU #	20200482 (opens in a new window)	Bldg/Room	TODD 217
	Service Tag	1Q0PP73	Description	Dell Latitude 5400 - 4 Core,8MB Cache,1.9GHz
	Serial No.	1Q0PP73	Location	Jennifer McMullen (replacing w/ 20240407)
	CPU	Intel core i7-8665U 4 Core 8MB cache, 1.9GHz
	OS	Unknown	Software
	Wired NIC	74:78:27:03:48:51
	Wireless NIC	3C:9C:0F:37:3E:58

TECHS	Submitted by	Elliot Purl	Contact	epurl19@wou.edu	88925
	Primary Technician		Contact	laronson20@wou.edu	88925

Tracking

Entered by	Date	Memo
Lauryn Aronson			Email Public
Entered by	Date	Memo
Lauryn Aronson	Jul 20, 2022 09:30 AM	Status changed from (7) Waiting for Contact to (5) Completed	Add Attachment
Lauryn Aronson	Jul 20, 2022 09:30 AM	**email** Hi Lauryn, I had brought that laptop in a few months back. You can close this ticket. Thank you,	Add Attachment
Lauryn Aronson	Jul 20, 2022 09:25 AM	Task reassigned to Lauryn Aronson.	Add Attachment
Lauryn Aronson	Jul 20, 2022 09:25 AM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Lauryn Aronson	Jul 20, 2022 09:25 AM	**This is an outgoing email** Hi Ami, We were just following up with you regarding a service request that we have for you. (#78533) Description: Computer frequently restarting We were wondering if this has been resolved for you or if we can still be of assistance with this. If so, just let us know, we'll be happy to help. Thanks, Lauryn Aronson	Add Attachment Public
Lauryn Aronson	Feb 22, 2022 08:06 AM	Task reassigned to UCS Tech.	Add Attachment
Lauryn Aronson	Feb 14, 2022 11:57 AM	Status changed from (2) Scheduled to (1) Pending	Add Attachment
Lauryn Aronson	Feb 14, 2022 11:57 AM	john said he's not sure why it'd be the dock, but it'd be good to check the computer with a different dock and the dock with a different computer to see if we can replicate the issue. it could also be a bad cable?	Add Attachment
Lauryn Aronson	Feb 10, 2022 05:00 PM	will ask john or monica about this. i'm not sure how it could be the docking station, as that should only affect the charging and display, not the crash the computer itself... my initial thoughts were it might be an issue with the user account, but i'm not sure.	Add Attachment
Lauryn Aronson	Feb 10, 2022 04:59 PM	**email** Hi Lauryn - I picked up my laptop yesterday from UCS. My laptop did the same closure without warning while I was trying to log in to a meeting last night, and just now crashed again while working in Microsoft Word. Is it possible there's an issue with the docking station? That's the only variable I can think of between our experiences in using the device. I am attaching the screen shot of the screen that comes up when it crashes.	Add Attachment unnamed (1).jpg
Lauryn Aronson	Feb 10, 2022 08:30 AM	loaner checked back in properly.	Add Attachment
Sam Sevugan	Feb 09, 2022 12:55 PM	picked up laptop and returned loaner 20180022	Add Attachment
Lauryn Aronson	Feb 07, 2022 08:52 AM	Status changed from (7) Waiting for Contact to (2) Scheduled	Add Attachment
Lauryn Aronson	Feb 07, 2022 08:52 AM	user coming to pick up computer on wed.	Add Attachment
Lauryn Aronson	Feb 03, 2022 10:46 AM	just finished running diagnostics; all tests passed. not sure what else i can really try because the issue didn't replicate itself while i was here.	Add Attachment
Lauryn Aronson	Feb 03, 2022 10:45 AM	**email** Hi Lauryn, Thank you. I am curious how it was "tested"? The frequent rebooting was often after I had been working for more than hour, and seemed to have no rhyme or reason. There's an image of the error code I got once attached. I often facilitate trainings via Zoom and just don't want it shutting down again in the middle of my presentations Thanks, Ami	Add Attachment
Lauryn Aronson	Feb 03, 2022 08:04 AM	Status changed from (1) Pending to (7) Waiting for Contact	Add Attachment
Lauryn Aronson	Feb 03, 2022 08:04 AM	**This is an outgoing email** Hi Ami, We were just following up with you regarding a service request that we have for you. (#78533) Description: Computer frequently restarting Your computer is ready to be picked up. It seems to be running fine now. Please don't hesitate to reach out to us if there are issues in the future; we are happy to help. Thanks, Lauryn Aronson	Add Attachment Public
Lauryn Aronson	Feb 03, 2022 08:02 AM	2/3 it seems like it's working fine? i ran videos on it two mornings in a row, and looked up random things on it this morning, and it never crashed. not sure what was causing the issue. 2/4 going to email ami to say she can come pick up her computer.	Add Attachment
Lauryn Aronson	Jan 31, 2022 11:25 AM	just running a video on it while i do other things. hasn't crashed yet. fully updated. haven't yet run diagnostics	Add Attachment
Monica Valencia	Jan 20, 2022 10:10 AM	Loaner 20180022	Add Attachment
Lourdes Salazar	Jan 20, 2022 09:53 AM	20200482 was brought in because it is frequently restarting. Putting this by your desk.	Add Attachment
Lourdes Salazar	Jan 20, 2022 09:46 AM	Status changed from (4) On Hold to (1) Pending	Add Attachment
Lourdes Salazar	Jan 20, 2022 09:46 AM	she stated you had a loaner ready... i do not see it?	Add Attachment
Lauryn Aronson	Jan 11, 2022 09:33 AM	Status changed from (1) Pending to (4) On Hold	Add Attachment
Lauryn Aronson	Jan 11, 2022 09:33 AM	**email** Hi Lauryn - I was asked to bring the laptop to campus but have not yet been able to do so. I hope to be able to come to WOU late this week or early next. Thank you!	Add Attachment
Lauryn Aronson	Jan 11, 2022 09:03 AM	Task reassigned to Lauryn Aronson.	Add Attachment
Lauryn Aronson	Jan 11, 2022 09:03 AM	**This is an outgoing email** Hi Ami, We were just following up with you regarding a service request that we have for you. (#78533) Description: Computer frequently restarting We were wondering if this has been resolved for you or if we can still be of assistance with this. If so, just let us know, we'll be happy to help. Thanks, Lauryn Aronson	Add Attachment Public
Elliot Purl	Jan 04, 2022 08:39 AM	**This is an email** It says that it's all updated. The restart has happened twice during Zoom calls, but also just as I am working. It doesn't "freeze" first or anythi	Add Attachment
Elliot Purl	Jan 04, 2022 08:37 AM	**This is an email** I am receiving this message (and computer shutdown) daily (sometimes more than once). The device is a Dell laptop: 20200482 Do you have any ideas for why this is happening?	Add Attachment 20211231_113848.jpg