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Troubleshooting Suggestions

  1. Check that the speakers are turned on and the volume is up.
  2. Check that the green plug from the speaker is properly plugged into the green port on the computer. (It might have become loose or fallen out if other work was recently done to the machine.)
  3. Check that the speaker power cord is plugged in properly.
  4. Check using the "" icon on your task bar that the audio on your machine has not been muted or the volume turned down.
Computer Security
  1. Follow the links at this address for University policies and instructions on computer security, safe practices and instructions.
E-mail Scams
  1. The University (along with all legitimate banking institutions) will NEVER ask for your passwords. If you receive an e-mail stating that your password is needed to reset an account it is a scam. Do not respond to the message and delete it.
  2. Never open attachments or follow Internet links from people you do not know. They often download malware onto your machine.
General Computer Problems

Computer won’t turn on or has a blank screen

  1. Check that the computer is plugged in properly to the power supply.
  2. Check that the monitor is turned on.
  3. Check that the monitor is plugged in properly to the computer.

Computer has frozen

  1. Reset the machine with a hard shut down.
    • Press and hold the power button on the computer for a few seconds until the machine shuts down.
    • Wait a moment, then press the power button to turn it back on.

Program has frozen

  1. Use the Task Manager to shut down the application.
    • Press Ctrl+Alt+Delete keys together.
    • Choose Task Manager from the list of buttons.
    • In the Applications tab, click on the program that is not responding .
    • Click the End Task button.

Mouse is not working

  1. Save work with the keyboard shortcut (Ctrl+s)
  2. Shut down the machine.
  3. Unplug the mouse cable and plug it back in.
  4. Restart the machine.
  5. Borrow another mouse to test and follow steps 2-4.


  1. Check that the Ethernet cable is plugged in securely at the wall and in the computer.
  2. Check that there is a light turned on or flashing on the computer next to the Ethernet cable plug.


  1. Register computer on the university network if this has not already been done.
  2. Check that the computer is connected to the UDEL network using the network icon on the task bar.
  3. Check that the WIFI switch on the side of the computer is turned on.
Printer Problems

Local printer

  1. Check that the printer is plugged in to a power supply properly and turned on.
  2. Check that the printer cable is plugged in tightly at both ends
  3. Check that there is paper in the tray.
  4. Check whether the ink cartridges need to be replaced (there will be a light on the printer).
  5. Check whether there is a paper jam.
  6. Check whether the printer is online.
    • Start Menu
    • Control Panel
    • Printers and Faxes
    • Right-click the icon for the printer
    • If it is offline, change it to online

Network printer

  1. Check whether the printer is online.
    • Start Menu
    • Control Panel
    • Printers and Faxes
    • Right-click the icon for the printer
    • If it is offline, change it to online
  2. Check that there are no other jobs pending before yours in the queue.
Signs of a virus

If you find any of these signs, please contact your CITAs for assistance in cleaning up your machine.

  1. A pop-up telling you that you have a virus and need to purchase virus software.
  2. Computer fails to respond and gives strange or constant pop-ups and error messages.
  3. The machine all of a sudden starts working slowly.
  4. Web browser (Internet Explorer or Firefox) is being redirected to weird websites.

For additional assistance, please visit the IT Help Center.

  • College of Health Sciences  •   345 McDowell Hall  •   Newark, DE 19716  •   USA
    Phone: 302-831-2381  •  © 2014
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