1. Documentation & Troubleshooting Guide
Staff PAPs Utility 2010
Documentation & Troubleshooting Guide
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2. 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 ing or calling LITS.
This tool has a built-in facility where staff can quickly inform LITS if problem has not been solved by this tool.
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3. 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.
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4. 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
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5. 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!
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6. 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.
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7. 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.
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8. 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.
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9. 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 .
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10. 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
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11. Troubleshooting Guide: Checking network and internet connections.
If there’s no Internet connection, click this button to check network and internet connectivity.
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12. 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.
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13. Troubleshooting Guide
If the network connection is up, then you’ll see these messages.
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14. Troubleshooting Guide: Printer connections & queues
Click this icon to check printer status.
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15. 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.
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16. 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.
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17. Troubleshooting Guide: Printer connections & queues
Step 3: Click this button to test print.
You can type any text on this field for test print.
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18. 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.
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19. 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.
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20. Troubleshooting Guide: Working with the Built-in Email form
Click this to LITS.
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21. Troubleshooting Guide: Working with the Built-in Email form
A warning message will pop up. If you really intend to LITS with the problem, click the button “Continue LITS”.
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22. Troubleshooting Guide: Working with the Built-in Email form
The built-in facility
Choose you 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.
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23. Questions?
Help!
phone ext: 7598
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24. Staff PAPs Utility 2010 Information
Program Name: Staff PAPs Utility 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.
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25. Thank You.
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