Overview

Clear communication and specific details are critical when reporting technical issues to the ITS Help Desk, or to anyone else.  These assist us in determining what is causing the issue, and how we can resolve the issue. 

Sometimes it's time consuming to gather these details.  So to attempt to make reporting technical issues easier, we've compiled a comprehensive list of questions that we may need answered in your report to us.  Yes, answering these questions may take time up front.  But these answers could also save a considerable amount of time on the back-end, as these answers could help us diagnose and resolve your issue much faster.

Also know that, to get answers to the questions below, at least one of the following may have to occur.  Please be prepared to take at least one of these actions when reporting technical issues to us:

  1. We'll have to remote into your Apple or Windows computer, while we have you on the phone.
  2. You'll have to visit the ITS Help Desk in person.

Ways to report technical issues to the ITS Help Desk

Questions to answer

We may have to ask you other questions not listed here.


General questions

Is your issue already listed on the Technology Alerts page?

Sometimes your issue has already been reported by someone else.  If so, and if the issue is widespread, the issue may already be listed on the Technology Alerts page.

What are you expecting to happen?  What is actually happening?

The differences between these two answers will help us determine if our troubleshooting steps have actually resolved the issue.

What are the specific steps that someone else could follow to replicate the issue?

This will help us determine what the issue is.

Please provide as many relevant details and screenshots as possible.  We will need explicit step-by-step instructions.

What operating system are you using (e.g., Windows 10 and macOS Mojave)? Is your operating system up to date?  Which version is it?

Some technical issues are specific to a operating system, or to an outdated operating system.

WindowsmacOS



Questions for various website issues

What web browser are you using (e.g., Internet Explorer, Edge, Safari, Chrome, or Firefox)?

Please know that many websites work best on Chrome or Firefox.

Also know that some legacy websites only work in Internet Explorer.

Is your web browser up to date?

Many website issues are caused by outdated web browsers.

ChromeFirefox

Have you tried clearing your cache and cookies in your web browser?

Many website issues are caused by buggy files stores in your cache or cookies.

ChromeFirefox
*Note that clearing the cache and cookies will log you out of all of your online accounts.

Which internet service provider were you using when the issue occurred (e.g., UWF network, Cox, AT&T, Comcast, or Verizon)?

Many website issues are caused by the internet service provider.

Try to replicate the error from another network.  If it issue is resolved on the second network you try, then the issue was caused by your first network.

Also know that some websites only work on the UWF network.

What is the URL of the website you visited?  How did you get to the website?

We commonly get emails about issues with a website, but the user didn't provide the URL or how to get to the website.

Not providing this info delays the time it takes for us to investigate, diagnose, and resolve the issue.

Also ensure that the URL you're attempting to visit is correct.  Every character has to be in its correct spot for the URL to work.

Is your device owned by UWF?

The support we can provide to personally owned devices is limited.  If you're calling about issues with a personally owned device, and we have determined that the issue isn't caused by a UWF-supported website or the UWF network, then we'll recommend that you take your device to a computer repair shop.

If UWF owns your device, then we may request that your Local Service Provider (your assigned tech specialist) take your device for further investigation and troubleshooting.  See Have you already spoken with your Local Support Provider (or LSP)? below for details.

Does your browser give you an error message when you try to access the website?  If so, what is the error message?

These error messages can help us determine what the issue is.



Questions for UWF network issues

If you're using a wired connection, are you sure your Ethernet cable is connecting your device to the Ethernet port in the wall?

Sometimes the Ethernet cable isn't plugged in all the way.

If you're using a wireless connection, are you sure your device is configured properly for ArgoAir?

Sometimes many users are simply unaware of how to connect their devices to ArgoAir.  See Configuring your device for ArgoAir for instructions. 

Also know that some devices have physical switches that controls if their devices can connect to a wireless network.  If you device has one of these switches, ensure that it is switched to On.

Have you tried rebooting your device?

Sometimes rebooting your device will resolve the issue.

Are other users nearby able to access the UWF network?

This helps us determine if the issue with the network, or with your credentials or devices.

Where are you on campus?

Sometimes network issues are isolated to a specific building or room.  Please know your building and room number when reporting network issues.

Are you able to access other websites?

This will help us determine if the issue is with the website you're visiting, or the network.

Have you tried clearing your cache and cookies?

Sometimes these files can slow down your internet connection.  Clearing these could improve your internet connection.  See Have you tried clearing your cache and cookies in your web browser? above for instructions.

Is your operating system up to date?

Sometimes outdated operating systems cause network issues.  See What operating system are you using (e.g., Windows 10 and macOS Mojave)? Is your operating system up to date?  Which version is it? above for instructions.

Does your browser give you an error message when you try to access a website?  If so, what is the error message?

These error messages can help us determine what the issue is.

What websites were you visiting before the issues began?

Sometimes the network will block devices or users from access the network, if it believes the user may be doing something that could potentially harm the network or do something illegal (e.g., attempting to use or install peer-to-peer file sharing software).

What is your IP address?

If the network blocked your device from connecting to the network, then we would need to know the IP address of your device.  Once we know this, then we can tell the network to stop blocking your device.

WindowsMac



Questions for student-related technical issues

Do you have a MyUWF or ArgoNet account?

Some resources are only available to those who can log in to my.uwf.edu.

Try following the instructions on the Activating your MyUWF/ArgoNet Account Confluence page.  If you see the No Account to Activate message, then you may already have an account.

Do you know your username and password?

Try following the instructions on the Recovering Your MyUWF/ArgoNet Username or Password Confluence page.



Questions for employee-related technical issues

Have you already spoken with your supervisor or Department Information Security Representative (or DISRep)?

Some issues are caused by users not having the appropriate access.  Their supervisors or DISReps may be able to determine if this is the case.

Please note that a DISRep is a designated UWF employee who is responsible for many things.  Some of these responsibilities include the following:

  • streamlining various security request processes
  • improving departmental understanding of user roles and how security is assigned
  • claiming employees as members of specific UWF departments
    • Sometimes access to various systems depends on if the user is claimed by a department, which department it is

Each department should have at least one DISRep.  UWF employees should visit the Locating your DISRep Confluence page for details.

Have you already spoken with your Local Support Provider (or LSP)?

Some issues are specific to individual departments.  An LSP is a local technical support person for a department; this person may be aware of technical configurations that affect their departments.

In departments with an LSP, this individual (or group of individuals) is the first point of contact for faculty and staff requiring technology-related assistance.  UWF employees should visit the Locating your LSP Confluence page for details.