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.

NOTE: Validate the Asset Information associated with the FootPrints ticket is the computer with issues.

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 https://hostmaster.itap.purdue.edu/app in a web browser for the computer’s IP)
- Have the customer check cable connections and verifying everything is plugged in correctly.
- Is the customer using VPN?
  - WHICH VPN are they connecting to?
Research any error messages in Gold Answers, FootPrints, Google, etc. for additional troubleshooting steps to take.

NOTE: All information captured from these steps should be documented in the Tech Notes of the FootPrints ticket prior to escalation.

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