Things to think
about when considering the problem
did the problem begin?
you move or change anything prior to the problem?
happened immediately prior to the problem?
happened immediately following the problem?
you do anything different that may be related to the problem?
the problem relate to all data in affected module, or a specific
you recreate the problem on Demand?
Printer will not print my document.
Printer is printing garbage characters instead of my document.
Terminal Doesn't Work.
Terminal is Frozen.
device is not working
system did not perform a backup last night?
can not log into the network.
Can Not Access any of the Network Drives / Printers
cannot print from Windows.
Program Taskbar is missing.
taskbar moved from the bottom of the screen to the side/top of
can not access the icons for my programs.
Printer Related Problems
A. My Printer will not print my document.
Power indicator light on
printer in On-Line/Ready Mode?
1. Is paper fed properly through printer, with no warnings flashing?
2. Is cable connected securely?
3. Are you printing from Windows or Unix?
Windows, click here for more help tips.
4. What is the system printer name?
5. Can you verify that is where you were trying to print to?
6. Is it all applications that can't print to said printer, or
only one? (e.g. WordPerfect not printing, filePro can, etc.)
7. Is it all users that can't print to said printer, or only one?
8. Is it all printers that are not working, or only one?
9. On the computer, in your printer status screen, is the printer
enabled or disabled?
unix systems - use printer status options on utilities menu
Magnatech if you do not have this option *
windows systems- click on Start Menu > Settings > Printers
> [selected printer]
10. Is the 'scheduler' running or not?
if Printer is paused (Windows Printers)
Magnatech if it is not running (Unix Systems Only)
11. In your printer status screen, does the computer list a print-job
currently being printed? (see #8)
on-line and scheduler is running, and not a problem to lost current
print job, cancel print job
Select job to cancel in utilities menu (see #8)
Highlight print job, then Select Document > Cancel Print
12. Are you positive that data was selected for printing?
13. Can the same program print the same output to a different
printer? (Does software have ability to re-route to a different
printer from the menu selection?)
happens then (with same output/selection criteria)
14. Did any error messages flash by when printout was being 'spooled'?
15. Have you tried to power printer off/on & reprint?
16. Laser printers only - Is On-line light steady,
but Data light flashing?
so, this indicates a form-feed problem. Manually take off line,
press form-feed, then turn back on-line. Identify printout source,
as program and/or print spooler interface will have to be adjusted
to form-feed after printout.
Magnatech to perform this task if you are unsure what to do.
17. Printers using 'Long-Link' or other parallel printer line
power/status lights on steady on both transmitting and receiving
off then on BOTH transmitting & receiving ends.
18. Serial printers only - Make sure port #
(from printer status screen) is disabled (both modem and non-modem
19. Facetwin Printers / Windows Networked Printers
the printer firmly connected?
the computer printer connected to on?
the printer shared? Has the share name changed?
20. Last Resort - System shutdown & reboot.
B. My Printer is printing garbage characters instead
of my document
that the printer is on and in ready/online mode
anyone changed printer settings on the printer itself.
Printers - Has anyone changed the printer driver/model?
- If this is the case, remove
the printer from the PC and re-add the printer using the add a
- Are you sure that the wiring is not faulty (bad wiring will
hinder data transfer
and may result in garbled printouts
this printer ever worked here?
this printer replacing another one that has broken?
this is the case, the printer model may need to be changed or
the printer may need to
be configured. Contact Magnatech if
you need assistance.
/ Keyboard Problems
A. My Terminal Doesn't Work.
Terminal Powered On? Is Brightness/Contrast ok?
keyboard has LED's, do they work (e.g. CAPS, NUMLOCK, Scroll-Lock)
all cables connected securely? to electric outlet? to terminal?
(make sure is in port marked 'modem')
to wall (terminals) / computer/terminal (keyboard)?
anyone gone into the terminal's 'setup' mode?
B. My Terminal is Frozen.
Status Line on (most terminals: Ctrl & Right Arrow)
you see anything like LOCK, SLOCK, AUX, BLK, PBSY?
If so, press the
last keystroke sequence before the terminal froze.
If can't find
key, or key does nothing, try Ctrl-Q. If that doesn't work power
NOTE 1: power
off/on on some terminals also generates a "BREAK" key
NOTE 2: after
power off/on attempt to redraw screen with the appropriate keystroke
for that software.
NOTE 3: try standard
application exit keys - "ESCAPE" key, X, etc.
"ENTER / RETURN" key is hit, does cursor move at all?
you tried to power terminal off/on?
If the above did not fix your problem, try these activities
Setup mode for the terminal.
the terminal type match its setup values? (most cases, terminal
type should read wy60, wy150 or
the terminal speed match known setup values? (speed should be
either 19200 or 38400)
data-bits, parity, stop bits match? (Normal values are None/8/1)
the terminal settings to a known terminal. Do they match?
someone logged in currently on that terminal?
If so, try standard log out
keystrokes, otherwise have system admin log user out (either kill
processes on port or call Magnatech).
a terminal parameter reset to factory defaults.
On Wyse terminals, power off,
Hold "G" key down while power back on. Go check setup
- all default values should
be restored. Correct setup as per system requirements & retest
the terminal and wiring be checked with other known working devices?
If the terminal works with
a wire at a different location, then wiring at the location in
question needs to be replaced.
If the wiring at the location
in question works with a terminal from somewhere else, the terminal
in question may require servicing.
A. My device is not working?
the unit turned on?
1. When you turn on device, does the device's normal power initialization
movement (printers only)
/ Flash (terminals only)
fans spinning (PCs, Servers, Printers, Disk Drives)
2. Are your sure electrical outlet has power?
questionable device, and test outlet with some desktop item, e.g.
pencil sharpener, calculator,
clock, light, etc. See if they go on. If not, end-user must report
to electronic repair personnel
as electric problem.
duplicate device is available, test on same power outlet
3. Select what type of unit are you having trouble with:
If all else fails, contact
Magnatech, or if the product is under warranty, contact the
manufacturer for service.
Problems / Diskette / Tape Related
A. The system did not perform a backup last night
1. Was there a tape/floppy inserted in the backup device?
2. Was the inserted media seated properly, with the door/latch
3. Was everybody logged off system during backup?
4. Tapes Only - REMOVE TAPE FROM DRIVE AND VISUALLY
the write-protect tab set to off (NOT 'safe' or 'locked')?
Mini Cartridge - Was tape formatted first?
you open the tape flap, is there a strand of tape there, or has
it snapped (replace tape if
5. Floppy Disks Only
Floppy - Was the write-protect tab set to off
Floppy - Was the write protect tab sticker removed?
Floppies - Was Floppy Formatted First?
6. Was there a previous problem with this specific media?
repeat problems on a specific media, reformat it, marking it as
suspect. If problem repeats
itself on a suspect media twice, replace said media.
reformat floppy disks - 'format' command (DOS / Windows)
reformat a 'tape' - use tools in the windows backup software.
unix tapes and floppies, use menu options on utilities menu (where
available). Otherwise contact
Magnatech Technical Support.
7. What were the exact error messages that indicated problem?
If you are mailed the results
of your backup, what is the error level indicated in the email
error message of 1 usually means that there is no tape in the
drive, if this is not the case,
the drive may be bad; a service technician should be called as
soon as possible.
error message of 4,5 or 6 usually indicate a problem reading or
writing data to the drive.
Format the tape as per the instructions above, mark the tape as
having failed once, and monitor
A. I can not log into the network.
1. Where are you logging in from?
from a terminal, click here if you need additional help.
you are already logged into a PC and are trying to log into the
server using Facetwin / Dejawin
/ Anzio or any other terminal emulator, click here for more help
2. Has this PC been set up for a network connection?
3. Did you enter username and password?
you using your current password? Make sure the caps lock is not
using number keypad to enter numbers in username or password is
the numlock key on?
there any spaces before or after the username or password?
If you are sure that
all of the above are true and you still can not log into the PC,
press Cancel at the
login screen, run the Find program (Start Menu > Find >
Files or Folders) find
and delete any file with the extension .pwl in the C:\Windows
directory and re-try logging
4. Can anyone else log into PC / Network?
5. Is network server up and running?
so, stop/restart TCP/IP daemons (ask your local sysadmin to do
this, otherwise call Magnatech)
not, there may be a problem with the network server, check here
before calling tech support.
6. Are all cables connected correctly to the PC?
7. Is the network card in the PC working?
at the back of the PC where the network cable connects to the
PC, most cards will have
lights that indicate that the connection is active.
you do not see any lights on, then the card may be blown and will
need to be replaced.
8. Can you ping the server or any other computer on the network?
to dos prompt (Windows PCs) and type ping [machine IP address]
ex.. ping 192.168.1.1
you do not know the IP address ask your local administrator or
B. I Can Not Access any of the Network Drives / Printers
1. Do you have the drives mapped to connect when logging in?
2. Were you able to connect to network prior to this?
'No' - Has this computer been configured for the network?
If not, call Magnatech
for help on configuring a new PC for the network.
'Yes' - did you answer yes to question 'Reconnect drive at next
If you answered NO,
to remap drives do the following:
Click on network neighborhood
Click on the Unix Server (to identify the Unix Server, change
the view mode to 'Detail')
Right Click on the folder that is labeled PublicDir
Highlight and click 'Map Network Drive'
Select Drive letter that you wish to use from list - Public Directories
should always be
mapped to U - Home Directories should always be mapped to V
Ensure that there is a check mark in the box labeled 'Reconnect
Repeat steps 3 - 6 for the folder labeled MyHomeDir and any other
Directories on the
you are trying to access a network printer, is the printer set
up locally (look in the printers
folder for the printer).
the printer is listed, click on 'Refresh' in the menu to refresh
not, look for the PC/Server that the printer is physically connected
to, and click on the printer
that you want to use. You will be asked to install the printer
on your PC, follow the
prompts for connecting.
the printer prints 'garbage' or does not print clearly, click
here for more suggestions.
A. I cannot print from Windows.
to see if any jobs in print spooler ?
Look on taskbar, next to time there should be a printer icon if
the there are any print
jobs for that printer.
Check to make sure printer is powered on and there is a ready
Check printer status by doing the following: Click start ->
settings -> printers. Right click
on the printer and make sure the option pause printing or work
offline is not checked.
you get message saying print spooler crashed? If yes then will
need to restart computer.
B. My Program Taskbar is missing.
you enable the auto-hide feature for the taskbar?
you uncheck always on top option for the taskbar ?
settings in Start > Settings > Taskbar
both of the above are set correctly:
Look for a gray line at bottom of screen - if you see a line,
position cursor on line, cursor
should change to up/down arrow. Hold right mouse button and drag
up until frame
of taskbar is visible.
If you do not see the gray line, press the Windows Key (in between
the ALT and CTRL
keys on a windows keyboard. Does the Start Menu appear? If not
- reboot the
C. My taskbar moved from the bottom of the screen to the side/top
of my screen.
fix this problem left click on an empty area on the taskbar and
drag to desired location.
D. I can not access the icons for my programs.
program icon on the desktop and not responding?
If yes, does icon have custom picture or a white icon w/blue top
- check properties - make
sure correct target and start directory are defined - if not defined,
click find target
If no, can you find the program folder in the Start Menu for your
no, program may have been removed. Use Windows Explorer to locate
that the program was installed in. If you can find it, Right click
on the program,
select 'Send to' and click on 'Desktop (create shortcut)
the above doesn't work, you will need to reinstall the program.
yes, right click on program icon, select send to and pick Desktop
Note: if you have user profiles enabled, you may
have a setting which controls whether different users have the
same desktop or not, and if users do not share the same desktop
- icons may need to be installed on each user's desktop.
the icon to access the unix server is missing, can you see folder
called 'Unix Applications?'
If yes, follow the directions for creating a program icon as discussed
If no, call Magnatech tech to guide you through setup
Other Windows Items (more advanced topics