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Self Help Aids

SELECT A LINK BELOW FOR ADDITIONAL ASSISTANCE:

Computer Problems:

A. Verify your power cable connections:
  1. All cables should be securely connected and unfrayed/unbroken
  2. Report frayed/broken computer equipment cables to ACU by submitting a work request
  3. asking for replacements.
B. Verify the operation of power strips, surge suppressors, and UPSes;
  1. Ensure all power strips, surge suppressors, and UPSes are turned on and can supply power.
  2. Do a "lamp test" if necessary. (i.e. Plug in a lamp to see if it works and power is good.)
  3. Replace or remove any faulty units that were found.
C. Verify wall power; do a "lamp test" if necessary:
(i.e. Plug in a lamp to see if it works and power is good.)
  1. Power must be available from the wall socket.
  2. Report faulty outlets to AUXILIARY SERVICES.
D. Verify your computer's power supply basic operation:
  1. Check that the power supply fan is blowing and front panel indicators come on and stay on.
    (i.e. not blinking)
A. Verify your power cable connections:
  1. All cables should be securely connected and unfrayed/unbroken
  2. Report frayed/broken computer equipment cables to ACU by submitting a work request asking for replacements.
B. Verify your monitor has power and is turned on:
  1. Most monitors have a lighted power switch.
    Many of these will display "GREEN" when all is well and "YELLOW" when not or "asleep".
    If power appears good, try swapping out the monitor with a temporary replacement.
    • If the replacement monitor works, replace your bad monitor.
    • If the replacement monitor fails, the problem is probably your video adaper.
A. Verify power is available and turned on:
  1. Perform the steps to check power
B. Check for floppy disk (non-bootable) in the drive
  1. If a floppy disk is in the drive, remove it and try to reboot again
C. Do you hear a series of multiple beeps (long/short) during startup and the system fails to start?
  1. A series of short and/or long tones (not a single tone) typically signifies a more serious system problem and requires decoding/analyzing of the POST (beeping) error.
D. Boot to Windows in Safe Mode
  1. Restart Windows and hold the F8 (Function Key 8) key down while the system boots. Select "Start in SAFE MODE" from the menu.
    • If the system starts when SAFE MODE is selected, the problem is probably due to a Windows configuration problem.
E. Boot to DOS Mode
  1. If the system fails to start in SAFE MODE, restart Windows and hold the F8 Function Key 8) key down while the system boots.
  2. Select "Start to Command Prompt" from the menu.
    • If the system starts when DOS/Command prompt in SAFE MODE is selected, the problem is probably due to a configuration problem.
    • If the system doesn't start when DOS/Command prompt in SAFE MODE is selected, the problem is probably due to a hardware failure. Please use the next step to help isolate the problem further.
F. Boot using boot disk
(Your BIOS must be configured to allow booting from floppy or CD/DVD).
  1. Restart Windows and hold the F5 (Function Key 5) while the system reboots.
  2. Insert your boot disk (floppy or CD/DVD).
  3. Select the proper boot device and continue.
    • If the system starts from your boot disk, you may have a corrupted hard drive.
    • If the system fails to start from your boot disk, you may have a damaged motherboard.
A. Verify that a virus scan sweep is not running:
  1. During an active scan, system performance will deteriorate. It will return to normal when when the scan is done.
B. Flush the browser cache
  1. Press here for instructions...
C. Empty the Recycle Bin
  1. Right-click on the Recycle Bin and select "Empty Recycle Bin", then click "Yes" on next the dialog.
D. Sweep for Adware/Spyware
  1. Update your definitions file before running.
    (You do have a Spyware application, right? See "General Recommendations"
E. Sweep for Viruses
  1. Update your definitions file before running.
    (You do have an anti-virus application, right? See "General Recommendations"
F. Set System Performance option for "Best Performance"
  1. Right-click on "My Computer" and select "Properties".
  2. Select the "Advanced" tab and press the "Settings" button in the Performance block.
  3. Select "Adjust for best performance" in "Performance Options".
G. Check for run-away processes
  1. Hit CNTRL-ALT-DEL keys simultaneously and go to "Task Manager".
  2. Select the "Performance" tab.
    • Verify in the "PF Usage" display that the pagefile use is not consistently high.
    • Verify in the "CPU Usage" display that CPU use is not constantly/mostly at 100%.
      • If it is, continue by selecting the "Processes" tab;
      • Press the "CPU: label button twice to resort the columns;
      • Identify any processes (except "System Idle") that is using lots of CPU time; These processes may be affecting your computer's performance.
A. Reboot the system
  1. Many problems can be cleared by a reboot. But when a system "hangs" repeatedly, it requires additional review. Try the steps that follow -- they may help.
B. Try running the steps listed here: Runs sluggishly

C. Check for hardware conflicts
  1. Right-click on "My Computer" and select "Properties".
  2. Select the "Hardware" tab and press the "Device Manager" button.
  3. Look for any item that has a yellow exclamation mark.
    • If you find one, there is a hardware error on the device that should be corrected.
A. Additional Info from the UH ITS Online knowledgebase at:
  1. UH ITS Online Knowledge Base (then search on key words "Banner support")
B. Request Banner support from the UH ITS HelpDesk via e-mail at:
  1. ITS HelpDesk E-Mail
C. Request Banner support from the UH ITS HelpDesk by phone at:
  1. ITS HelpDesk Phone Directory

Network Problems:

A. Is just your machine affected or are other machines around you also affected?
  1. If more than your machine is affected, a network switch, router or cable may be faulty.
  2. If just your machine is affected, please continue with step "B"
B. (WIRED) Verify your network cable and adapter
  1. Ensure that your network cable is securely attached to the computer and undamaged.
  2. Verify that there is a light on immediately above the network cable port on the computer
    • If no light is present, attempt to reseat the cable firmly in the port. You should hear/feel a "snap" when the cable lock clicks after being fully re-inserted.
    • If no light appears after reseating, do the following:
      • Open a DOS or Command Shell window;
      • Run the following command: "ping 127.0.0.1";
      • If you get 0% loss, the problem is with your incoming connection and may be caused by a bad cable or disconnected service provider.
      • If you get 100% loss, the problem appears to be your network adapter.
        Verify the adapter's configuration and replace the adapter if necessary.
C. (WIRELESS) See the information regarding UH Wireless Network to configure your computer and the matching HawCC configuration document as well as the HawCC WiFi Coverage Map

Printer Problems:

A. Are you having problems printing from BANNER?
  1. Try using "CTRL-P" to initiate the print job.
    (This is a known problem that is being reviewed.)
B. Verify the correct printer is being selected:
  1. If you are printing directly from an application using the "Print" icon:
    • Select START-SETTINGS-PRINTERS AND FAXES;
    • Verify that the checkmark (designating your default printer) is on the correct printer:
      • If not designating the correct printer, right-click on the desired printer and select "Set as Default";
      • Print your job using the "FILE-PRINT" pull-down menu and select the select correct printer.
C. Verify printer power connections:
  1. All cables should be securely connected and unfrayed/unbroken.
  2. Replace frayed/broken computer equipment cables.
  3. Ensure all power strips, surge suppressors, and UPSes are turned on and can supply power.
  4. Do a "lamp test" if necessary. (i.e. Plug in a lamp to see if it works and power is good.)
  5. Replace or remove any faulty units that were found.
  6. Verify wall power; do a "lamp test" if necessary:
    (i.e. Plug in a lamp to see if it works and power is good.)
    • Power must be available from the wall socket; repair faulty outlets.
D. Verify that the printer is online, has no errors and has paper:
  1. If an error code is displayed after the printer in online and has paper, try turning power off for 5 seconds to reset the printer.
E. Verify data is being received by the printer:
  1. Typically, when data is sent to a printer, a front panel light will blink indicating data is being received.
F. Verify data cable connections:
  1. All cables should be unfrayed/unbroken and securely connected to the printer.
  2. If connected via a network cable, verify the lights on the printers network port (where the network cable connects to the printer) is on and lit green.
G. Is the printer on a manual switch between multiple computers?
  1. If so, ensure the switch is set to select the correct printer.
H. Is the printer shared by multiple computers through a multi-port print server?
  1. If so, reset the print server by turning it off for 5 seconds then restoring power.
I. Are you able to print from some applications and not others?
  1. If so, the problem may not be the printer, but misconfigured applications. Please verify the print configuration for the affected application(s).
J. Verify no print jobs are stuck/hung in the print queue:
  1. Select START-SETTINGS-PRINTERS AND FAXES.
  2. Double-click on the desired printer to open its print queue.
  3. Look in the "Status" column if the top-most job has an "Error" status and if so:
    • Try to cancel/delete the print job to restore the queue to normal service;
    • If you are unable to clear the job, locate the owner and ask them to clear it;
K. Verify the printer can print independently:
  1. Details on how to print a test page from the front panel varies from printer to printer and can normally be found in the printer's User Manual.
  2. If unable to print from the front panel while following the User Manual procedures, there may be a problem with the printer.

Help with Wi-Fi:

Laptops: