Documentation & Troubleshooting Guide Staff PAPs Utility 2010 Documentation & Troubleshooting Guide Library IT Services /acastro

Staff PAPs Utility 2010 PAPs Utility is a set of tools designed for the STAFF to be able to troubleshoot a fully locked-down machine like the Public Access and Catalogue PC in a secured domain environment. This tool is the first in-line solution that the Staff should use before emailing or calling LITS. This tool has a built-in email facility where staff can quickly inform LITS if problem has not been solved by this tool. Library IT Services /acastro

Objectives: To be able to save time on both users and staff when solving basic problems instead of calling LITS straightaway. To save LITS time by preventing going to the branches dealing with small issues. To be able to reduce downtime for PAPs and Catalogue machines which can be resolved quickly on a Branch Level by the staff using this tool. Library IT Services /acastro

Solve most common problems in PAPs: Staff PAPs Utility 2010 Solve most common problems in PAPs: Network and Internet Connectivity Printer Connection Printer queues Machine / Application not responding Machine requires restart/shutdown Collect PC and Printer information Library IT Services /acastro

How to open this tool in Public Access Machine? In 2 easy steps: 1. Press F5 and this will come up: 2. Enter the correct PIN and you’re IN! Library IT Services /acastro

The Main Menu: It is very easy to be familiarized and navigate the Menu. Bigger & informative icons. A tooltip mouse over is visible on each button to provide information. Library IT Services /acastro

Troubleshooting Guide: Hanging Apps & Slow Performance If an application is not responding or the machine is very slow, use these buttons to perform Log-off, Restart or Shutdown. Those buttons are also useful if there’s a scheduled power cut off or PC maintenance that the machine needs to be shutdown. Library IT Services /acastro

Troubleshooting Guide: Viruses and Malwares You can also scan the entire machine or USB keys for possible malware or virus using this button. When this button is click, the usual Sophos Antivirus interface will show up and the staff are already familiar in terms of use. Library IT Services /acastro

Troubleshooting Guide: Collecting machine’s basic information. Click this button to get machine’s information. This is useful when LITS query an important PC details such as computer name, IP address or mailbox no. via phone or email. Library IT Services /acastro

Troubleshooting Guide: Collecting machine’s basic information. Actual machine information: PC Information will appear on the Menu to show you the basic details of the machine being tested. You can clear this by clicking the Clear Info button Library IT Services /acastro

Troubleshooting Guide: Checking network and internet connections. If there’s no Internet connection, click this button to check network and internet connectivity. Library IT Services /acastro

Troubleshooting Guide It will automatically detect network connection, if network connection is down, you’ll see these messages. A checklist will appear for a possible solution that the staff may need to do. Library IT Services /acastro

Troubleshooting Guide If the network connection is up, then you’ll see these messages. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues Click this icon to check printer status. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues Step 1: Click this button and this will get the default printer that is installed in the PAPs. On this drop down list, choose which printer that you would like to get its information / properties. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues Step 2: Click this button and this will show printer information on the box. Using scroll bar, you can see some printer details that LITS may require when troubleshooting printer. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues Step 3: Click this button to test print. You can type any text on this field for test print. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues If printing is not successful, a document could be stuck on the queue. Hit this button to delete Print Queues. Library IT Services /acastro

Troubleshooting Guide: Printer connections & queues STEP 4: Click Printer and this will show s up... STEP 1: Highlight the printer. Hit this button and will show up this... STEP 3: Highlight the document STEP 2: Click “See what’s printing” and this will shows up... Click Cancel All Documents. Library IT Services /acastro

Troubleshooting Guide: Working with the Built-in Email form Click this to email LITS. Library IT Services /acastro

Troubleshooting Guide: Working with the Built-in Email form A warning message will pop up. If you really intend to email LITS with the problem, click the button “Continue Email LITS”. Library IT Services /acastro

Troubleshooting Guide: Working with the Built-in Email form The built-in email facility Choose you email address. Choose subject. Mailbox no. is required, just click the Check Button and it will automatically list the mailbox no. You must provide a short description of the problem and your name should also be written for identification. Click this button to send. Library IT Services /acastro

Questions? Help! email: lits@ucd.ie phone ext: 7598 Library IT Services /acastro

Staff PAPs Utility 2010 Information Program Name: Staff PAPs Utility 2010 version 1.0 Compatibility: Windows XP, Vista, 7 with the latest Service Pack and .NET Framework Language: English only Security: Yes, password protected hardcoded on the program. This tool is for UCD Library use only. Password is the same in all the branches and must be kept in secret to prevent unauthorized access. Library IT Services /acastro

Thank You. Library IT Services /acastro