USF Shimberg Health Sciences Library

Remote Work Guide

What to do before submitting a ticket:

Before you submit a ticket, try the following:

  1. Consult your program's documentation.
  • The first thing you should do if you have an issue or need to know how to do something is to try the program or app’s built-in Help function.
  • Most apps have a Help menu you can access by pressing the F1 button or searching under the About or Help section on the menu bar. These contain basic troubleshooting tips and guides. 
  • Links to Computer Lab documents can be found here.
  • The USF Information Technology Documentation site may also provide some useful information. You can also consult USF's LinkedIn Learning Guides, or search the Internet using Google. 
  1. Are you logged in with your USF account?
  • A lot of software (like Microsoft Office and Adobe) nowadays requires you to be logged in with your USF account in order to use it. Make sure you’re logged into it.
  • Also, some software (like Adobe) may have a limit on the number of devices you can be logged into. They will usually notify you if you exceed the limit. Try logging off of the software on devices you're not using to free up some logins.  
  1. Have you tried restarting your app or rebooting your device?
  • Make sure you save your documents before doing any of this. 
  • Quite a few issues may be resolved by logging in or logging out of an app. You also try quitting or restarting the app.
  • If the above doesn't work, you can try shutting down and restarting your computer. Go to Start, click Shut Down, wait for the computer to shut down, then switch it back on.
  1. Checking your peripherals.
  • If a peripheral (like a keyboard, monitor, or headphones) seems to be malfunctioning, first try unplugging and replugging it. You can also try plugging the peripheral into a different USB port, or plug a known working peripheral into the same port to see if it's an issue with the port or the peripheral.
  • Some peripherals may draw more power than the USB port can supply, and thus come with their own dedicated power supply; make sure that's plugged in and functioning. If your peripheral has a separate power button, make sure it's turned on and receiving power.
  • USB 3.0 ports (which are usually painted blue) provide more power and have higher data rates. Some peripherals may work better on USB 3.0 ports.
  • Some older USB devices might not be recognized or function on newer machines without an update or driver, in which case administrator intervention will be required.
  • Some peripherals, like Thunderbolt docks, may require administrator authorization before they can be used. 
  1. Is there a problem with your docking station?
  • Laptop docking stations are convenient, but they also add an extra possible point of failure.
  • Make sure the dock is plugged in and turned on, that it’s plugged into your laptop via the correct port (some ports on the docking station or laptop are marked specifically for each other), and make sure your laptop is detecting the dock.
  • If you seem to be having issues with your dock, try turning it off and back on. If that doesn't solve it, submit a ticket to support. Discontinue using the dock and connect your peripherals directly to your laptop to keep using it. 
  1. When using monitors, make sure they’re plugged into the correct port(s).
  • Monitors and/or computers may have more than one display input/output port of the same type. Make sure you’re plugged into the correct port, and that the monitor is set to the correct channel (i.e. HDMI1, HDMI2, etc.)
  • If you are using multiple displays, make sure they are configured correctly. You can customize display options within Windows by right-clicking on the desktop and choosing “Display Settings”, then scroll down to the section marked "Multiple displays" to set them up.
  • If you must move or rearrange your devices, it is advisable that you photograph the layout with your phone and label your cables and ports (i.e. with sticky notes) to help remember which cables plug where.
  1. Don't just tell us...submit a ticket, and provide as much information as you can.
  • Ticketing systems make tracking issues and recording solutions much easier. Thus, if you have a technical issue you can't resolve yourself, submit a ticket instead of contacting us directly. We may not remember an issue if we are just told about it. But if a ticket is submitted, it will be on record, and we will see it and respond to it.
  • When describing the issue in the ticket, it is important to record as much as possible, particularly for remote work, since the technicians can’t always see what’s going on.
  • You don’t have to give too much detail, but at minimum, we should know the name of the computer having an issue, when the problem started, and what solutions have been tried. Also try to remember, was something changed before the issue came up (Updates, a new peripheral was plugged in, a new application installed, or a change in settings).
  • It is also strongly advised you take a screenshot of the issue, if possible. Use Snip & Sketch (built into Windows 10) or some other screencapping tool to take a screencap, and include it with the ticket.
  • To submit a ticket, use this link.