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Education Commons at OISE

Desktop Computing

Troubleshooting and how-to's for your personal computer or laptop

Virus & Security  |  Windows Troubleshooting  |  Mac Troubleshooting

 

 

Virus & Security  

Here are some steps you can take to prevent computer problems:

  • Install Symantec (Norton) Anti-Virus (free download for University of Toronto community) for PC and Mac.
  • If you have a PC, visit Windows Update on a weekly basis to install all Critical Updates
  • Avoid installing free software, utilities, games and screensavers
  • Never click on unexpected e-mail attachments 

How to update Symantec Anti-virus   

  1. Double-click on the yellow shield at the bottom right of the Task Bar.
  2. Click on the Live Update button.
  3. Click Next and install updates. 

Internet Hoaxes

Symantec maintains an excellent reference section regarding common internet hoaxes.
vMyths.com is another excellent resource for internet hoaxes and common e-scams.
Please also check the OISENet System Announcements Conference.

 

 

Windows Troubleshooting  

 

Here are the answers to the most common Windows technical issues.

"My Computer won't Boot Up/Start Up!"

 
  • Are the cables plugged into the back of the computer all securely connected? If not, try unplugging them and plugging them back in.
  • Is the monitor plugged into the power supply, turned on and connected securely to the Hard Drive?
  • Is the computer merely "sleeping" to save energy? Try hitting the space bar a couple of times and moving the mouse around.
  • Does the computer sound normal to you, or are there unusual noises?
 

"My Computer won't Shut Down!"

 
  • Did you initiate shut down from the "Start" menu?
  • Do you have a network drive or application still open? Make sure that you have exited from OISENet (First Class) and any other applications. Check that there are no windows open from network drives (like your "F, X, Y, Z" drives).
 

"My computer is unable to browse the internet or receive email - I can't login to OISENet (First Class) and/or I can't surf the web at OISE!"

 

NOTE: The most common reason for a sudden interuption is an "IP Block" initiated by CNS. This occurs when the University network administration software detects virus-like activity from your computer.  Contact the Client Care Portal at 416-978-1802 and a technician will remove the virus and contact CNS to release the IP Block. Refer to Virus & Security for more information.

  • Did you log on successfully when you started your computer?
  • Is the network cable connected to both the back of your CPU and to the jack on your office floor or wall? The network jack is an RJ45 and looks like an extra large telephone jack.
  • Are your colleagues and co-workers able to get email or browse the web? Could it be the entire network is down? Wait 15 minutes and try again. If the problem is U of T wide, then it could take longer to re-establish network connectivity. Please be patient.
  • Try restarting your computer to re-establish network connections before calling for help.
 

"An application/my computer is non-responsive!"

 
  • Do a CTRL-ALT-DEL (press all 3 keys on the keyboard simultaneously) and from the Task Manager window check the status of the application. If it reports "not responding", select it and click on the END TASK button.
  • If machine still does not repond, press CTRL-ALT-DEL again and choose SHUTDOWN.
  • If there is still no response, press the reset button on the hard drive and allow Scan Disk to run when the machine reboots.
 

 

"I am unable to Print from my computer to my Printer!"

 
  • Did you Login to RIO when starting up the machine?
  • Are you still logged in? (right click on the bold red "N" in the system tray - bottom right of screen - select Netware connections)
  • Restart your computer and Login again if you are unsure.
  • Are you printing to the correct printer? Check your printer selection - File menu, Print.
  • Did you check the printer to ensure it is on, not jammed, has paper, etc.?
  • Have you purged all prior print jobs? (Double click on printer icon in the task bar, delete jobs from the monitor by selecting and choosing Cancel Printing for the Document menu.)
  • Restart the printer. Try to print again. 
 

"My Computer is reporting that it has detected a virus!"

 
  • Write down the Virus detection message on your screen. Allow Symantec/Norton Antivirus to disinfect the file.
  • Try to determine where you got the infected file from. If it is an email, advise whomever sent it to you that the file was infected. If it was on a diskette, again, inform the person who gave you the file.
  • Prevention is the best method to combat Virus infection. Make sure you update your computer's Virus Definition files regularly by running the Live Update within the Symantec/Norton AntiVirus program. Also, make sure the the Auto Protect function is enabled at all times (under the Preferences menu).

 


 

Mac Troubleshooting  

 

Here are the answers to the most common Mac technical issues.

"My Computer won't Boot Up/Start Up!"

 
  • Are the cables plugged into the back of the computer all securely connected? If not, try unplugging them and plugging them back in.
  • Is the monitor plugged into the power supply, turned on and connected securely to the Hard Drive?
  • Is the computer merely "sleeping" to save energy? Try hitting the space bar a couple of times and moving the mouse around.
  • Does the computer sound normal to you, or are there unusual noises?
 

"My Computer won't Shut Down!"

 
 
  • Did you initiate Shut Down from the Apple Menu within the Finder (your basic desktop screen)?
  • Have you logged off all of your shared Network resources (shared drives or servers)?
  • Are there other applications still running?
  • OS 9.x: Try going to the Finder menu, (upper right corner of the menu bar) click and select any other running application. From the File menu choose Quit. Continue this until only the Finder appears in the Fin der menu. Then try to shut down the machine from the Special menu.
  • OS X: Look for black triangles under the application icons in the menu bar (normally at the bottom of the screen). Click and hold on the marked icons and select "Quit".
 
 

"My computer is unable to browse the internet or receive email - I can't login to OISENet (First Class) and/or I can't surf the web at OISE!"

 

NOTE: The most common reason for a sudden interuption is an "IP Block" initiated by CNS. This occurs when the University network administration software detects virus-like activity from your computer.  Contact the Client Care Portal at 416-978-1802 and a technician will remove the virus and contact CNS to release the IP Block. Refer to Virus & Security for more information.

  • Did you log on successfully when you started your computer?
  • Is the network cable connected to both the back of your CPU and to the jack on your office floor or wall? The network jack is an RJ45 and looks like an extra large telephone jack.
  • Are your colleagues and co-workers able to get email or browse the web? Could it be the entire network is down? Wait 15 minutes and try again. If the problem is U of T wide, then it could take longer to re-establish network connectivity. Please be patient.
  • Try restarting your computer to re-establish network connections before calling for help.
 
 

 

"I am unable to Print from my computer to my Printer!"

 
  • Restart the machine and try logging in again.
    Have you selected the correct printer?
    Have you checked the printer to make sure it is on, has paper, isn't jammed etc.? Try restarting the printer and sending the job again.
    Have you purged all prior print jobs from the Desktop Printer Monitor? (Double click on the Desktop Printer icon, select the job and press the trash can button in the menu bar.)

 

 

"My Computer is reporting that it has detected a virus!"

 
  • Write down the Virus detection message on your screen. Allow Symantec/Norton Antivirus to disinfect the file.
  • Try to determine where you got the infected file from. If it is an email, advise whomever sent it to you that the file was infected. If it was on a diskette, again, inform the person who gave you the file.
  • Prevention is the best method to combat Virus infection. Make sure you update your computer's Virus Definition files regularly by running the Live Update within the Symantec/Norton AntiVirus program. Also, make sure the the Auto Protect function is enabled at all times (under the Preferences menu).