Service Request Ticket - # 80834

Service Request Information

CONTACT Name Mansayon, Christopher   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jun 28, 2023 02:47 PM
Department Library & Media Services Phone 88441
Location Email mansayonc@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 # 20210096[Edit Inv] (opens in a new window) Bldg/Room WEL 145
Service Tag 6FDK1J3 Description Dell Latitude 5420 with Dell Pro Briefcase
Serial No. 6FDK1J3 Location Kacie Ryden

CPU 11th Generation Intel Core i5-1135G7 (4core)


OS Unknown Software

Wired NIC A0:29:19:04:C2:7C


Wireless NIC F4:7B:09:29:E8:E3


TECHS Submitted by Lourdes Salazar Contact lsalazar19@wou.edu 88925
Primary Technician Contact rmartinis22@wou.edu 88925

Tracking

Entered by Date Memo
Jack Martinis
Email

Public

Entered by Date Memo
Jack Martinis Sep 01, 2023 11:49 AM
Status changed from (1) Pending to (5) Completed
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Jack Martinis Sep 01, 2023 11:49 AM
We swapped the old 20210096[Edit Inv] for 20210773[Edit Inv]. Told him 
if there were any problems we would just reinstall 
windows. Closing ticket for time being. 
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Jack Martinis Sep 01, 2023 11:14 AM
****This is an email****

Hi Christopher, I went ahead and took the hard 
drive out of the troublesome laptop, and put it 
into a similar model. I ran windows and dell 
updates all the way, and it is now ready for a 
pickup. Would it help to drop this off by the 
library? I am able to do that as well! Have a nice 
day,
-Jack Martinis, UCS Tech.
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Jack Martinis Sep 01, 2023 10:59 AM
I am getting this computer back to him today, 
hopefully he is in today at the library; I will see, 
and if not email or leave it there for him.
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Jack Martinis Aug 17, 2023 10:37 AM
****This is an outgoing email****
Hi Christopher,

I need some additional information regarding service 
request #80834

Description: BSOD'd Computer 

We have decided to try and swap the hard drive from 
your laptop that was having issues, into a laptop 
that is not having issues and seeing if that fixes 
the problem. I am running some final updates and 
later today this laptop should be ready to pick up 
and see if our quick fix works. Otherwise, I think 
the problem may be in the windows or with the SSD 
itself.

-Jack Martinis, UCS Tech.

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Jack Martinis Aug 17, 2023 09:59 AM
Status changed from (5) Completed to (1) Pending
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Jack Martinis Aug 17, 2023 09:59 AM
I swapped ssd's from 20210096[Edit Inv] and 20210773[Edit Inv]. 20210096[Edit Inv] 
will need to be reimaged, 20210773[Edit Inv] seems to have 
worked; I rechanged the name to 20210773[Edit Inv] as it read 
as 20210096[Edit Inv] was what the ssd came from, it has been 
updated in AD.
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Jack Martinis Aug 17, 2023 09:58 AM
Status changed from (1) Pending to (5) Completed
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Jack Martinis Aug 17, 2023 09:58 AM
I swapped ssd's from 20210096[Edit Inv] and 20210773[Edit Inv]. 20210096[Edit Inv] 
will need to be reimaged, 20210773[Edit Inv] seems to have 
worked; I rechanged the name to 20210773[Edit Inv] as it read 
as 20210096[Edit Inv] was what the ssd came from, it has been 
updated in AD.
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John Rushing Aug 17, 2023 08:13 AM
Jack can you swap the hard drives from 20210096[Edit Inv] and 20210773[Edit Inv].  I placed 20210773[Edit Inv] on your chair.  It is from the GFA pool.  We want to permanently swap computers to see if this fixes the BSOD. 
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Sam Sevugan Jul 13, 2023 02:07 PM
placing the laptop in the "in box" 
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Sam Sevugan Jul 13, 2023 02:05 PM
He mentioned specific timestamps on the event 
viewer, and wanted the tech to note that these 
were the times the computer crashed after leaving 
it on overnight to test:

7:10 
9:09 
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Sam Sevugan Jul 13, 2023 02:04 PM
He dropped his laptop by and picked up his loaner. 
He was able to successfully sign in. 
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Jack Martinis Jul 13, 2023 11:50 AM
****This is an email****

Thanks Jack,

I'll come by this afternoon to swap the units.
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Jack Martinis Jul 13, 2023 11:31 AM
Placed laptop up at front desk, will update loaners 
n checkouts when picked up.
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Jack Martinis Jul 13, 2023 11:26 AM
****This is an outgoing email****
Hi Christopher,

Description: BSOD'd Computer 

I updated and prepared a loaner laptop ready for 
pickup. It's ready whenever you're available, I can 
also deliver it on campus too.

-Thanks
-Jack Martinis, UCS Tech.
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Jack Martinis Jul 13, 2023 11:25 AM
admin rights added, emailing letting him know it's 
ready for pickup
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Jack Martinis Jul 13, 2023 11:23 AM
finished updates, adding admin rights and ready for 
pickup
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Jack Martinis Jul 13, 2023 11:02 AM
installing final windows update and will be ready 
for pickup
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Jack Martinis Jul 13, 2023 09:24 AM
Preparing loaner 20180595[Edit Inv].
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Sam Sevugan Jul 13, 2023 08:12 AM
He is wondering when he can drop it by and when a 
loaner will be ready for pickup if his device needs 
to be dropped by for assessment. 
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Sam Sevugan Jul 13, 2023 08:10 AM
****This is an email****
Hi,

I will need to reopen the service ticket for this 
laptop. According to the event viewer, the laptop 
BSOD'd around 3:45pm today while I was working up 
front. The only applications I had open at the 
time were Firefox and Zoom. The only USB devices 
are my headset and Logitech wireless mouse 
receiver.

As a test I have turned off the quickstart power 
feature and will leave a couple applications on 
overnight to see if it happens again.
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image (6).png
image (7).png
Sam Sevugan Jul 13, 2023 08:10 AM
Status changed from (5) Completed to (1) Pending
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Jack Martinis Jul 12, 2023 11:45 AM
Status changed from (6) Ready to Deliver to (5) Completed
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Jack Martinis Jul 12, 2023 11:45 AM
Status changed from (6) Ready to Deliver to (5) Completed
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Jack Martinis Jul 12, 2023 11:45 AM
Chris brought in the laptop bag and charger. Closing ticket.
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Jack Martinis Jul 12, 2023 11:20 AM
****This is an outgoing email****
Hi Christopher,

Description: Check computer

I was just curious when you picked up the loaner, did it come with a 
laptop bag and charger? Normally we loan out complete kits and not 
just a laptop by itself, just thought I'd double check.

-Thanks, 
-Jack Martinis, UCS Tech.

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Jack Martinis Jul 12, 2023 11:19 AM
The loaner did not have a laptop case or charger, so I will double 
check with him before closing this ticket.
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Sam Sevugan Jul 12, 2023 11:13 AM
He picked up his laptop and returned the loaner. 
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Jack Martinis Jul 12, 2023 11:13 AM
Chris picked up this laptop today, and brought back his loaner. 
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Jack Martinis Jul 10, 2023 01:09 PM
****This is an outgoing email****
Hi Christopher,

The laptop is ready for a pickup. I updated all the 
software and OS on the laptop, and during all that 
time, nothing has caused it to blue screen thus far. 
If you would like to come pick the laptop up, it 
would be great to see if it still blue screen's with 
the apps you use on it. 

-Thanks
-Jack Martinis, UCS Tech.
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Jack Martinis Jul 10, 2023 01:06 PM
****This is an email****

Hi Jack,

It wasn't any specific software that triggered it, 
it would just BSOD at random times throughout the 
day and overnight. It was previously suspected that 
there might be something wrong with the power 
connection/hub, but the loaner has had no issues, so 
that leads me to think it's something internal to 
the laptop. Unless another tech wiped it, there 
should be a pretty extensive event viewer history 
log. If not, I can take it back and see how long it 
takes before an issue occurs again.
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Jack Martinis Jul 07, 2023 11:23 AM
Status changed from (1) Pending to (6) Ready to Deliver
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Jack Martinis Jul 07, 2023 11:23 AM
Priority changed from (3) Priority to (4) Moderate Priority.
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Jack Martinis Jul 05, 2023 11:21 AM
Placed laptop in outbox - all I think was with it 
was the laptop itself, no charger or bag.
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Jack Martinis Jul 05, 2023 11:16 AM
****This is an outgoing email****
Hi Christopher,

I need some additional information regarding service 
request #80834

Description: Check computer


I got this laptop, 20210096[Edit Inv], completely updated. I 
didn't run into any blue screen issues - was there a 
particular piece of software you remember using when 
these blue screens would occur? If not, nothing I 
seemed to try would get it to blue screen, and this 
laptop should be ready for pickup.

-Jack Martinis, UCS Tech.
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Jack Martinis Jul 05, 2023 10:13 AM
Updated windows, dell command, sophos, office, 
adobe, everything appears to be updated and the 
laptop hasn't blue screened on me yet. Should ask if 
there is a specific software that maybe was causing 
a blue screen.
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Jack Martinis Jul 05, 2023 09:16 AM
Brought computer to my desk to check it out.
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Lourdes Salazar Jun 28, 2023 02:47 PM
I found computer 20210096[Edit Inv] up at the front desk. 
There are no open SR for it and I called Chris and 
he didn't really know why we had it...He stated it 
has always had problems and we have checked it out 
a couple times. He reported that it "Blue screens" 
randomly. Can you check this computer? I told him 
we would check it out and make sure it's good to 
go before we return it to him. Placing this in the 
"Inbox"
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