Before contacting us

This troubleshooting guide can be followed to make your call more productive. First, please check the IT Hot Issues and Service Status pages for any known issues.

If your issue is not listed then please work through the following checklist as this may help us in assisting you.

  • Is the problem resolved by rebooting your machine? (We ask users to reboot their computers when experiencing difficulties as this restarts a lot of hidden services which your computer relies on. A large percentage of errors are resolved by rebooting computers)
  • Can you tell if there are any cables that have come loose from the rear of your computer? If so, are you able to reconnect them?
  • Can you see any lights on the front of your computer? (This gives us an indication what the current power state of your computer is)
  • Are any of your colleagues experiencing the same issues? (This enables us to decide if it is a local problem or more widespread)
  • Has anything changed, been upgraded or modified on your system since it was last working? (Quite often software updates or the installation of a new program can adversely affect a computer)

 

If you need to contact us, please provide us with the following information to expedite your support:

  • Your name
  • Your full location  (room, floor, building, campus)
  • Your University IT username
  • Your contact telephone number
  • The nature of your problem
  • Your availability (if you are likely to be out of contact)

Additionally it will be beneficial to us if you could provide the following detailed information:

Concisely describe the sequence of events that led to the issue (e.g. what you were doing, what happened on the screen, did anything unexpected happen, or exact wording of any error messages).

It would be useful to know your basic computer details such as Operating System & version, amount of memory etc. The Obtaining Basic Computer Details document explains how to find out this information.