Service Request Ticket - # 80853

Service Request Information

CONTACT Name Carmarillo, Earlene   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jul 11, 2023 08:44 AM
Department Social Science Phone 89350
Location Email smithe@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 # 20191087[Edit Inv] (opens in a new window) Bldg/Room BELL 206
Service Tag Description Apple 13in MacBook Pro Touch Bar SpcGry #Z0Z1
Serial No. C02CR4Q1P3YV Location Earlene Camarillo

CPU Intel Core i5(1.4GHz quad-core, 8thGEN)


OS MAC OS X 10.15 (Catalina) Software Microsoft Office from XXXX2019009325; SPSS for MAC v24 from StudentTech Student Tech Campus license(renews yearly in July); EndNote X9 MAC/WIN license VISA2019009322 JULY2019

Wireless NIC 3C:22:FB:AA:B0:DC


Bluetooth NIC E0:B5:5F:ED:85:9D


TECHS Submitted by Sam Sevugan Contact ssevugan20@wou.edu 88925
Primary Technician Contact rmartinis22@wou.edu 88925

Tracking

Entered by Date Memo
Jack Martinis
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Entered by Date Memo
Jack Martinis Jul 17, 2023 09:36 AM
Task reassigned to Jack Martinis.
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Jack Martinis Jul 17, 2023 09:36 AM
Status changed from (6) Ready to Deliver to (5) Completed
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Jack Martinis Jul 17, 2023 09:36 AM
Went over there this morning, plugged in dock and 
had no issues! We don't know why it would have acted 
up before, maybe it was a slightly loose AC 
connection? Either way, I let her know if it 
continued to have issues to let us know. For now, it 
seems to be resolved! Closing ticket.
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Jack Martinis Jul 17, 2023 09:03 AM
****This is an email***

Sounds good! I'll plan to see you sometime after 9 
and before 10.

Have a great weekend,
Earlene
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Jack Martinis Jul 13, 2023 05:03 PM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 
20191087[Edit Inv]

Yes, Monday would work for me - I clock in at 9am, 
maybe some time shortly after that I swing by for 
testing?

-Jack Martinis, UCS Tech.
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Jack Martinis Jul 13, 2023 05:02 PM
****This is an email****

Hi Jack,

No problem! How about we plan for sometime on 
Monday? Will that work for you?

Earlene
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Jack Martinis Jul 13, 2023 04:52 PM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 
20191087[Edit Inv]

I am unfortunately not in tomorrow; I am in next 
Monday - Wednesday, 9am to 5pm. UCS will still be 
open, and if you would like you would be able to 
pick your dock up for testing or see if someone else 
would be able to bring it to you for testing. I 
would recommend downloading the CalDigit 2016 Usb-C 
Dock driver from online when you test it. I am able 
to send you a link to the right driver if need be.
Let me know what works for you,

-Thanks,
-Jack Martinis, UCS Tech.

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Jack Martinis Jul 13, 2023 04:50 PM
****This is an email****

Hi Jack,

Would you be willing to meet me at my office 
tomorrow (BELL 206)? Since it doesn't seem to be 
giving you issues there, I'm thinking that if we try 
it in my office we can make sure that it is working 
with the monitor and other accessories. I am 
flexible tomorrow, so if that is alright with you, 
let me know a time that is convenient for you.

Thanks!
Earlene
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Jack Martinis Jul 13, 2023 12:00 PM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 
20191087[Edit Inv]

Yes we are open until 5pm, Monday - Friday. If you 
have availability, you can come in with the laptop 
that was having issues so we can do a quick test 
here. Or, I am able to coordinate a time to meet on 
campus. Let me know what works for you, 

-Thanks
-Jack Martinis, UCS Tech.

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Jack Martinis Jul 12, 2023 02:33 PM
****This is an email****

Hi Jack,

I think I would prefer to go and test things out since I wasn't 
having any luck on my end. Will you be available for me to do this 
tomorrow sometime?

Thanks!
Earlene
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Jack Martinis Jul 12, 2023 10:59 AM
Status changed from (1) Pending to (6) Ready to Deliver
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Jack Martinis Jul 12, 2023 10:59 AM
Needs to be tested by them or with their computer, sent an email 
asking for either of those; placed dock in bag in outbox. Setting as 
ready to deliver.
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Jack Martinis Jul 12, 2023 09:35 AM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 20191087[Edit Inv]

I have tested the dock with two separate laptops, and I have 
confirmed that all the ports have worked for me at least. I found that 
for both Mac OS and Windows, there is a driver that needs to be 
installed for the ethernet to work. Would you want to either come pick 
up the dock and see if it works for you or bring in the laptop and test 
it out here?

-Thanks
-Jack Martinis, UCS Tech.

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Jack Martinis Jul 12, 2023 09:29 AM
I downloaded a driver for the ethernet and now everything was fully 
functional on a test MacBook.
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Jack Martinis Jul 11, 2023 04:48 PM
The docking station in question is 20161182[Edit Inv]. I tested it with another 
laptop, and again every port except for the ethernet port. John said 
that with these older docks, there are drivers to download for them - 
and in specific it prevents the ethernet from being usable, like the 
issue I am having right now. 
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Jack Martinis Jul 11, 2023 12:03 PM
I want to connect the dock to a second laptop to see if the ethernet 
still doesn't work, because to me that would be weird for it to be the 
only broken port. Regardless, it seems like her thunderbolt port on 
her laptop may be acting up - though down below she claims that her 
dock at home works just fine on the same computer?
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Jack Martinis Jul 11, 2023 12:01 PM
****This is an email****

Hi Jack,

It was more than just the ethernet when I was trying to connect. It 
wasn't registering at all - wouldn't charge my laptop, wouldn't 
connect my mouse, etc.

- Earlene
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Jack Martinis Jul 11, 2023 10:43 AM
Placed dock, cable and charger in outbox.
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Jack Martinis Jul 11, 2023 10:42 AM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 20191087[Edit Inv]

I just tested out the dock, and it has connected to a laptop here at 
UCS just fine - upon testing, I confirmed that all the ports work, with 
the exception of the ethernet port. Was wifi / internet access what 
wasn't working with this dock for you? 

-Thanks
-Jack Martinis, UCS Tech.
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Jack Martinis Jul 11, 2023 10:40 AM
Upon testing, the only thing that seemed to not work about the dock 
was the ethernet - I tested all ports except for the back USB-C port, 
as well as the front headphone / microphone ports. Every other port, 
with the exception of the ethernet port work. Will email findings back 
to user.
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Jack Martinis Jul 11, 2023 09:27 AM
Docking station 20161182[Edit Inv] dropped off along with it's 
charger and cable. Sitting on my desk.
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Jack Martinis Jul 11, 2023 09:18 AM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 
20191087[Edit Inv]

If you could drop off the dock and it's cable, that 
would be great! 

-Thanks
-Jack Martinis, UCS Tech.

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Jack Martinis Jul 11, 2023 09:17 AM
****This is an email****

Hi Jack,

What do you need me to bring with it? The power 
cable USB-C? Or just the docking station itself? I 
can drop it by anytime before 10 this morning.

- Earlene
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Jack Martinis Jul 11, 2023 09:13 AM
****This is an outgoing email****
Hi Earlene,

Description: Docking Station not connecting to 
20191087[Edit Inv]

Are you possibly able to drop the dock off at UCS, 
ITC008 for diagnosis?

-Jack Martinis, UCS Tech.



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Sam Sevugan Jul 11, 2023 08:45 AM
Email tech availability to him so he can work around 
it, he is flexible today and tomorrow. 
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Sam Sevugan Jul 11, 2023 08:44 AM
****This is an email****
Hi Sam,

Thank you. Yes, this is my primary work station, 
but I can manage without the docking station for a 
little while. I am on campus today and can be 
somewhat flexible. I was also planning on being on 
campus tomorrow, but I have some flexibility and 
could move that around depending on when a tech is 
available. If you send me some days/times that 
work for the tech, I will work around that. 

Thank you,
Earlene
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Sam Sevugan Jul 11, 2023 08:44 AM
****This is an email****
Hi Sam,

Yes, there is a power light showing on the docking 
station. Yes, my laptop will connect to my docking 
station at home. Yes, I tried to use the 
connection cable from home with my work docking 
station and that did not work.

Thanks!
Earlene
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Sam Sevugan Jul 11, 2023 08:44 AM
****This is an email****
Good morning,

My laptop (#20191087) is not connecting to my 
CalDigit docking station (#20161182). I tried 
using an alternative USB-C cable from my personal 
CalDigit dock from home, to which my computer 
still connects just fine, but this didn't resolve 
the issue, so It seems to be an issue with the 
dock itself.

Thank you for your assistance,
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