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Surviving in the One-Computer Classroom Troubleshooting

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You’re not a techie. You don’t care about the difference between PCI and AGP. But you find yourself with a computer in your classroom, and that means you’re the first level of tech support, like it or not. You can’t solve all problems by yourself, but you can probably fix most. Here are a few suggested steps to solve problems and some strategies you can employ to figure out problems.

Right action

Here are a few quick steps to take when you first notice a problem.  Often these steps will solve the problem without having to think about it.

  1. Quit. Quit all running programs (see the tip on using Ctrl-Alt-Delete below). If the problem persists, restart the computer.
  2. Turn on. Make sure everything is turned on. This means your computer, monitor, speakers, printer, and anything else connected to your computer. If you call a computer help desk, the technician’s first question will be: "Is everything turned on?" Many mysterious crashes are solved when users check the on switch. If you’re having problems with a peripheral (printer, scanner, modem, and the like), try turning everything off, then turn the peripheral on before turning on the computer.
  3. Check the plugs. No matter how little you know about computers, you know how to plug something in. Get behind your computer and get to know the cable spaghetti back there. Make sure all the plugs are securely seated.
  4. Check the hardware settings. Is the volume turned all the way down on your speakers? Is the contrast on your display turned all the way down?
  5. Check the software settings. This is a little more complicated, but if you get to know your Control Panels, you can fix many problems. 
  6. Take a peek under the hood. Learn how to remove the top of your computer case. Check to see that everything’s plugged in and cards are properly seated. Before you mess around inside, ground yourself (touch something grounded).
  7. Clean house. Give the computer a good cleaning, inside and out. A can of compressed air (available at any electronics or computer store) is great for getting rid of dust, but you can just use your lungs. Just don’t tell anyone from tech support that I recommended you do this.

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Right thought

If the seven steps above didn't solve your problem, try to identify the problem yourself.  Even if you don't figure out what the problem is, you will be better prepared when you get help.

  1. What has changed? Your computer used to work, now it doesn’t. Is it something you changed? Did you add hardware? Install new software? Can you undo the change?
  2. When does it happen? Try to pin down exactly what makes the problem occur. Does it only happen when you’re using a particular application? Only when you’re saving a document?
  3. What’s the real problem? We all tend to jump to conclusions about the source of a problem, but those guesses aren’t always right. Make a list of the symptoms without trying to guess the problem. Now try to take a fresh look at the list to see what the problem might be.

    Example: Suddenly your computer "freezes"; nothing you do can make the computer go. Looks like something serious is wrong with the computer, but probably the computer is fine, and someone has knocked your keyboard and mouse cables loose.

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Get help

If you've gone through the seven steps listed in the first section, and spent some time trying to figure out the problem, and you haven't solved it, it's time to get help.   Even if you don’t have a help desk you can call, there are still lots of ways to get help.

  1. Make the computer tell you what the problem is. Check out the Help menu. Is the answer to your problem available there?
  2. Ask a colleague. Two minds are better than one, even if both minds are computer novices. If you ask other teachers around, someone may have a suggestion that will lead you to a solution. At worst, all the teachers you talk to will learn about your problem, so they’ll be better prepared if they run into the same problem.
  3. Ask a student. Do you feel like your students know the computer better than you? Put that knowledge to work. Just make sure your student is trustworthy, and that anything she or he does can be undone.
  4. Get on the Internet. There are lots of sites full of people offering advice on computer problems. You can start with: www.zdnet.com/zdhelp/ .

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Keys to happiness

There are a few key combinations that sometimes help solve problems. These are different for Macs and PCs.

Macs

Command-period: The Command (or "Apple") keys are on either side of the space bar, with an apple and a sort of butterfly on them. Hold down one of these key and tap the period key. The Mac will try to stop whatever it’s doing. Go ahead and tap the period key a few times.

Command-Option-Escape: Hold down the Command ("Apple") and Option keys and tap the Escape key (located in the upper left-hand corner of the keyboard and labeled "esc"). This should force the current application to quit.

Command-Option: Hold down the Command ("Apple") and Option keys while your Mac starts up, and you will "rebuild the desktop." You should do this every couple of weeks to keep your Mac running in top form.

Shift: Hold down the Shift key while your Mac is starting up to start up without loading any Extensions. Extensions conflict is a frequent source of problems on the Mac, and starting without them can tell you if they’re the source of the problem.

Command-Option-P-R: While the computer is starting up, hold down the Command ("Apple"), Option, P and R keys. This will "zap the PRAM" (pronounce "pee-ram"). Zapping the PRAM basically makes the Mac forget many things it has learned about itself, so it has to go back and learn them again. If your Mac has some embellished some memories of itself, this will bring them back to reality.

Windows

Esc: This key is located in the upper left-hand corner of the keyboard, and is called the "Escape" key. Tap this key once, and whatever application you’re running may stop what it’s doing. If nothing happens, tap it a few times.

Ctrl-Alt-Delete: The Ctrl (called "control") and Alt (called "Alt") keys are located on either side of the space bar. The Delete key is located to the right of the main keypad area, below the Insert key. Hold down the Ctrl and Alt keys and tap the Delete key. Windows will bring up a list of everything it’s doing. Click on the application you think might be causing you problems, then click on the End Task button. Windows will throw that program out.

Caution: If you hold down the Ctrl and Alt keys and tap Delete twice, your computer will shut down and restart itself. Not always a bad thing, but a drastic measure indeed.

Scroll Lock: In older programs, which rely on DOS, you may run into problems if you have the Scroll Lock key depressed (on most new keyboards, the key doesn’t actually stay down, but a green indicator light goes on).

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Last updated:  01/01/10