What does the CNS Helpdesk Need From Me?

We in Computing and Network Services attempt to make sure that the computers and services provided by Drew are as reliable as we can possibly make them, but unfortunately problems do arise. It's then that you need to contact the CNS Helpdesk at x3205. But before you contact the CNS Helpdesk, there are some pieces of information that will make the experience faster and easier for both you and the CNS Helpdesk.

1. Know what kind of computer you are using and what operating system it uses. There are number of different types of computers and operating systems on campus. It is important to realize what type of computer and operating system you are working on because there are different problems with Windows XP than with Window 98. The computers on campus fall into one of the following categories:



IBM ThinkPad R40 running Microsoft Windows XP Professional (issued 2003)
IBM ThinkPad R51 running Microsoft Windows XP Professional (issued 2004)
IBM ThinkPad R52 or T43 running Microsoft Windows XP Professional (issued 2005)
IBM ThinkPad R60 or T60 running Microsoft Windows XP Professional (issued 2006)
Desktops running Windows XP (various years of issue)

2. Know exactly what program(s) you are trying to use. If you are trying to get a document off of the network, you are using network client software as well as the program trying to load the file. Knowing this information can help the desk attendant more quickly diagnose your problem and get you working again.
3. If you are receiving an error, write down exactly the error so that the desk attendant knows exactly what the problem is.
4. When bringing your computer down to the CNS Helpdesk so that they can diagnose the problem, you should remember to ALWAYS bring all components of the computer including:
• bag
• power cord
• network card (if applicable)
The CNS Helpdesk doesn't need you to bring down your network cable, but the rest of the components are needed if the desk is going to solve your problem in a timely fashion.
5. If you are having your network password changed you MUST bring your ID with you, this is to make sure that someone else isn't trying to break into your account. The CNS Helpdesk WILL NOT change your password without your ID card.