What information do I need when I call the help desk?

There are two basic pieces of information you will need before you call the CaTS Help Desk:

1. Your user ID or user name - these are the symbols beginning "w00..." (those are zeros not O's).

2. You will also need to know if your problem is with your Novell account, the network with the H: and K: drives, or your UNIX account, the Web and email

It is best to call the CaTS Help Desk yourself, from wherever your computer is located; you can then look at the computer to help answer diagnostic questions asked by the CaTS Help Desk Analyst.

Before you hang up after talking to the CaTS Help Desk, make sure you have the reference number for your problem.  This will help CaTS track any ongoing problem with your computer as well as help you find out what the status of your problem is if you need to call the CaTS Help Desk to check.

Also, if you are calling about an error message that has appeared on your screen, either write it down verbatim or leave the message up when you call the CaTS Help Desk.

Two other things to do before you call the CaTS Help Desk:

1. Check all of the cables and cords leading in to and out of your computer to insure they are all in tight and not disconnected

2. Turn your computer off, leave it off for fifteen seconds after everything is shut down, and then turn it back on.