Service Request Ticket - # 80478

Service Request Information

CONTACT Name Visuano, Denise   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Mar 21, 2023 10:23 AM
Department Strategic Communications & Marketing Phone 88349
Location Email visuanod@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 # 20210757[Edit Inv] (opens in a new window) Bldg/Room SAC 124
Service Tag Description Apple 16-inch MacBook Pro M1 Max chip with 10-core CPU, and 32 core GPU, 1TB SSD, Space Gray #MK1A3LL/A
Serial No. SD76WNQPK60 Location Denise Visuano

CPU M1 Max with 10-core CPU, 32- core GPU, 16-core


OS Unknown Software

Wireless NIC F4:D4:88:6F:6D:F5


Bluetooth NIC F4:D4:88:6B:5E:1D

TECHS Submitted by Mary Dycus Contact mdycus20@wou.edu 88925
Primary Technician Contact rushingj@wou.edu 89242

Tracking

Entered by Date Memo
John Rushing
Email

Public
Entered by Date Memo
John Rushing Apr 27, 2023 03:10 PM 
Status changed from (1) Pending to (5) Completed
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Monica Valencia Apr 27, 2023 03:09 PM 
Task reassigned to John Rushing.
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Justin Cope Apr 10, 2023 12:57 PM 
need to ask john
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Justin Cope Apr 07, 2023 11:30 AM 
Status changed from (7) Waiting for Contact to (1) Pending
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Justin Cope Apr 07, 2023 11:30 AM 
t's still happening - but seems better as long as 
I don't logon to our marcom site. I'm ordering an 
external drive so I can keep from filling up my 
laptop's memory.
Best,

Denise Visuano
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Laurie McCoy Apr 07, 2023 08:57 AM 
Status changed from (1) Pending to (7) Waiting for Contact
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Justin Cope Apr 06, 2023 12:53 PM 
****This is an outgoing email****
Hi Denise,

We were just following up with you regarding a 
service request that we have for you.  (#80478)

Description: Laptop experiencing issues logging in 
and getting started. Available anytime tomorrow 
3/22. 

Sorry for the late reply but We were wondering if 
this is still happening or if we can still be of 
assistance with this.  If so, just let us know, 
we'll be happy to help.

Thanks,
Justin Cope
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Public
Mary Dycus Mar 21, 2023 10:23 AM 
****This is an email****
I spent an hour trying to open and login to my 
laptop, 20210757[Edit Inv]. Both this morning and last 
Friday. On Friday I checked for updates, and 
updated the operating system to Ventura 13.2.1

Didn't solve the problem I recorded this morning's 
process below:

Started laptop at 7:57, login with attached 
keyboard. Connect to server: marcom

Still cycling at 8:02 (beach ball spinning) then 
both monitors went black

No signal - power save message 8:03

Restarted at 8:04

Would not recognize the attached keyboard,  had to 
login using the laptop keyboard. 

Quit Cisco. Connect to server (marcom) at 8:07, 
success. Tried to connect to pubrel at 8:08, beach 
ball again. Cannot access any apps, still spinning 
at 8:12...8:18 both monitors went black, no 
response to keyboards at mouse 

Restarted at 8:21. Had to use the laptop keyboard 
to login. Closed Cisco prompt. Tried to open email 
(safari browser default) at 8:23. Connect to 
server attempt at 8:24. Can’t connect message at 
8:25. Trying again. 3rd try at 8:28

Force quit safari at 8:28.  Attempt #2 to login to 
portal at 8:30. 

Manual shutdown/restart again at 8:37. Still not 
recognizing the second keyboard. Mistyped 
username, froze, restarted again at 8:39.  Safari 
launched automatically. 8:41, trying to open 
portal site. Still trying at 8:46...8:50. Page 
opened at 8:52. Stalled again 

(Double checking Mac settings at 8:47. Error in 
connecting to Apple ID server and iCloud. 



Took laptop home. Started it 9:10, opened portal 
and email at 9:10. Wireless MINet connection from 
home (I live about 5 blocks from campus). 

Launched Cisco, connected to the server 
(smb://marcom@wou.edu/marcom) also within seconds. 



Best,
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