Below you will find some of the frequently asked questions which come into the Help Desk. We urge you to review this list prior to contacting the Help Desk.
Q: My Computer Does not turn on?
A: Here are three simple steps to follow:
- Most PCs and monitors are usually plugged into a surge protector. Verify the protector power switched is in the ON position or hit the Reset Button to verify the protector is working properly. If light is illuminating on the surge protector (some older models do not have a light) this is usually a good indication the protector is working.
- Try plugging a device you know works (a clock, lamp, etc.) into the surge protector to verify all jacks are working. If testing device works, the electrical outlet and the surge protector are functioning properly. If not, contact the computer Help Desk.
- Lastly, verify the power cord is securely plugged into the back of the computer and or monitor. Occasionally this will come disengaged if the computer has been recently moved.
Q: An error message appears on my screen?
A: Always reboot your machine and properly log in before calling the Help Desk, particularly on issues such as printing problems, error messages and slow computer performance. Rebooting your computer has a high rate of success in fixing many of the problems computers exhibit at times. Shutting down and restarting the power works with printers, scanners and other devices connected to your system.
Q: How do I get a computer account?
A: If you are a Meharry employee you can request a computer account by completing and signing a Computer Account Form. The form can be dropped off to James Duong at the Computer Center, or faxed to his attention at (615) 327-6234. Click Here to download the form.
Q: Once a request for service is placed, what is the turn-around time for a response?
A: 24 working hrs. However, resolution may take 24 - 48 hours.
Q: What is my (H) drive used for and where is it?
A: The (H) drive is a folder located on a Meharry server that is secured and can only be accessed through your user name and password. Changes to the (H) drive and all Meharry servers are backed-up daily.
Q: How do I get an (H) drive?
A: Your supervisor must complete and sign a Computer Account Form authorizing the creation of an (H) drive for you.
Q: What is a Service Order Number?
A: The number used to reference your request for an update or status on your call.
Q: What number can I dial for support when I am off campus and need assistance?
A: (615) 327-6231.
Q: How do I enroll in a Banner training class?
A: You can enroll in a Banner training class from the Banner Registration websiste located at http://mmc.edu/webforms/classreg.html. If you have questions regarding registration, contact IT Technical Training at (615) 327-4307 or email: training@mmc.edu.
Q: I get a message telling me that my mailbox is full?
A: Try deleting messages from your Inbox, Sent and Deleted Items folder. After deleting the messages, shut down and restart Outlook. You can test to see if this suggestion worked by sending yourself an email. If this does work, contact the Help Desk and ask to have someone check your mailbox.
Q: My computer is acting funny. Do you think it could have a virus?
A: Possibly, but more likely there is a problem with the PC itself. Call the Help Desk and ask to have it checked.
Q: I opened an E-Mail attachment and suddenly Outlook started sending out hundreds of messages.
A: Immediately turn off your computer and do not turn it back on until someone from IT has arrived to check on the problem. Chances are that you have opened one of several possible E-Mail viruses. Although our anti-virus software is frequently updated, there are on average 25 new viruses unleashed on the public every day. It is possible that you received a message with a new virus before an update has been received from the anti-virus software manufacturer.
Q: My anti-virus software program does not appear to update itself.
A: IT updates the anti-virus software when an update is available from the manufacturer. Most of the time you will not know that it is being updated. If you have questions or concerns, contact the Help Desk to speak with a representative.
Q: I received an email that describes a particularly nasty-sounding virus that could wipe out all the information on my computer.
A: Immediately forward the message to Hank Skelton at hskelton@mmc.edu or James Duong at jduong@mmc.edu in IT, but do not forward it to anyone else. These chain-letter warnings are almost never true, but we need to check them out just in case. Remember that no legitimate organization disseminates information through chain letters or the Internet. In addition, chain letters like this are a significant waste of time and mailbox space, so don't contribute to the problem by sending them to others.
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