Computer problem? Try the tips below as a start, then call OIT Help Desk at (410) 455-3838.

1. Don't panic.
   Relax. Many computer problems appear more serious than they really are. Yes, it may look like your hard drive has crashed and all your data from the last three years is irretrievable. But there are a host of problems that keep you from reaching your data that can be fixed, sometimes in a matter of minutes.

   That's not to say catastrophic data loss does not happen — it does. Don't assume the worst, but rather...

2. Prepare for the worst — back it up.
   When a serious problem occurs, be ready for it. Back up your important data. Most applications can be reloaded from CD so there's usually no need to back them up. Focus on your documents.
   
   
3. Make sure there really is a problem.
   Can't start your computer? Check the basics.
   
   
   • Examine the cables, connectors, and power cords to make sure they're seated properly.
   • If you're using a power strip, or better yet, a surge protector, make sure it's on and that it works. Remember that a surge protector may not be working because it is designed to self-destruct. When a electric jolt is too much, your surge protector fries, saving your more expensive hardware.
   • Try plugging a lamp or radio directly into the electrical outlet to make sure there isn't a power problem.
   • Check to see if your monitor is on and the controls for brightness and contrast are not blacking out the screen.
   
   
4. Know your computer.
   When you call the Help Desk at (410) 455-3838, you may be asked specific questions about your computer based on the problem exhibited. It helps to know any of the following:
   
   
   • Brand and model of your computer — sometimes indicated on the front of the computer unit (e.g. Dell OptiPlex GM+ 5133).
     
     
   • Type of microprocessor and speed — sometimes indicated on the front of the computer unit (e.g. Pentium II 266 MHz).
     
     
   • Operating system (e.g. Windows XP, Mac OS X, etc.)
     
     
   • Total RAM. Random Access Memory determines how many programs can run simultaneously on your PC, measured in megabytes. (e.g. 256 MB of RAM)
     
     
   • Size of hard drive(s) in gigabytes and amount of free space. To find this out, double click on My Computer. Right click on your C: hard drive. A menu should appear. Select Properties. A screen will indicate hard drive size and show a pie chart of used versus free disk space. Mac users: control-click on your hard drive and select "Get Info..."
     
     
   • Peripheral devices. (e.g. Zip drive, local or network printer, modem, scanner, etc.)
     
     
   • Size and manufacturer of monitor. (e.g. 17-inch Sony Trinitron color monitor)
     
     
   • Purchase date and warranty information. Is it still under warranty? If it is, the manufacturer may fix it for free.
     
     
   • Application manufacturer, name and version of problematic software. (e.g. Microsoft Word XP); also what other programs were active when you experienced problems?
   
   

5. Look for clues and write them down.
   What tipped you off to the problem? Sometimes it's an error code or message displayed on screen. Be sure to write it down — it may describe the problem and how serious it is. Not all error messages appear on your monitor. Some computers play a series of beeps upon startup to indicate a hardware problem. Count the number of beeps and any significantly long pauses between beeps.
   
   Other times you get no warning — everything just freezes. Message or no message, be sure note what was going on when the problem occurred. Were you starting your computer? Were you on the Windows desktop? Were you in a particular application?
   
   
6. Think about what changed recently on your computer.
   Try to pinpoint when the trouble first started. Did the problem coincide with any recent changes?
   
   
   • Have you changed any of your system settings?
     
     
   • Any new software installed or updated?
     
     
   • Any new parts put into your computer?
     
     
   • Any peripherals been added or removed recently (such as a printer, Zip drive or external hard drive)?
     
     
   • Has anyone else been using your computer recently? How did he or she use it?
   
   
   
7. Determine repeatability.
   Try to duplicate the conditions in which the problem occurred. Does the problem occur every time? Has it occurred intermittently over the last week or month? Does it happen when you do a specific action?
   
   
8. Reboots can do wonders sometimes.
   System crashed? A simple reboot may clear up the problem. Go to the Start Menu (or Apple menu) and select Shutdown. Didn't work? It's time to try a forced reboot — with, unfortunately, no way to save your work — by pressing the keys CTRL-ALT-DEL (Mac: CMD-CTRL-power) simultaneously.

   If that didn't work, you have no choice: you have to turn the computer off with the power switch. Wait 10 seconds and then reboot.

   If the computer starts up, launch the applications you were using when the crash occurred. Some programs, like Microsoft Word, make timed backups of your work and may bring up recovered files. Save these files under different names and compare them to previous saved files.

9. Scan for Viruses.
   Use the latest virus protection software (downloadable through myUMBC) to scan for those pesky viruses.
10. Stumped? Call the IT Services Help Desk at (410) 455-3838.
    The Help Desk is ready to assist you with computer problems.