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Please use these guidelines to assist in isolating the root cause of a computer issue for both CSDS and AgIT customers.  The guidelines should be reviewed prior to escalating an issue with an unknown cause.

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  • How many customers or computers are experiencing this issue?  Is it local to one area, a whole building, or across campus (e.g. HFS MKTG is in two different parts of campus but accesses the same file locations and servers)?
    • Is the issue new, recurring, or intermittent?
  • If someone else logs into the computer, do they experience the same issue?
  • Does the issue persist after restarting the computer?
  • If the customer logs into another computer, can they reproduce the issue?
    • What are the steps to reproduce the issue?
  • Did the customer recently change their password?
    • Did they change it via CTRL+ALT+DEL or the ITaP website?
    • Is the account locked in Active Directory?
  • Was the machine recently re-imaged, had software pushed, or any other modification?
  • If they are having an issue with not being able to communicate with a service:
    • Is the service software installed on the computer if need be (e.g. SAP GUI)?
    • Can others use the service?
    • Are they able to communicate on the network with other services?
    • Is this the first time they have used the service?
    • Can you ping the service?
  • If the computer is not communicating on the network:
    • What is the type of network connection in use (e.g. PAL, AT&T wifi, hardwired campus/off campus, VPN, etc.)?  Is there a green light on the computer where the network cable is plugged in?  Has the wireless switch been turned off?
    • Have the customer confirm their IP address.  Is it the expected address and is it on the expected subnet?

    • Does the machine have a static IP? (check 

      • ftp

    • https://

      • nomenclator

    • hostmaster.

      • itt

    • itap.purdue.edu/

      • pub/hosts/hosts

    • app in a web browser for the computer’s IP) 

    • Check Have the customer check cable connections and verifying everything is plugged in correctly.
    • Is the customer using VPN?
      • What VPN are the connecting to?
  • Research any error messages in Gold Answers, FootPrints, Google, etc. for additional troubleshooting steps to take.

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