Desktop Network Services(DNS)

Policies and Procedures

How to Request Assistance to Resolve Computer Problems

These instructions are for UH Manoa Library staff only (Hamilton and Sinclair Libraries)

Report problems related to microcomputers, microcomputer software, classroom equipment and network connections to DNS. Reports problems related to Voyager modules and WebPAC functioning to the Systems Department (assist@hawaii.edu).

DNS receives problem reports and requests for assistance by email at micro@hawaii.edu. This email address offers fast turnaround time as new messages are checked continuously throughout the day, Monday through Friday.

DNS has an office phone number (62478) that accepts voice mail messages. In urgent situations (such as classroom microcomputer or projector problems right before a class starts; or smoking/sparking/burning equipment) or in situations where essential functions are completely halted because of microcomputer problems - please call the office. Sending followup email is advisable and appreciated.

Troubleshooting Network Connections

If you experience a network connection problem in Hamilton Library, give the following information to DNS by filing a report using the DNS Web Help Desk (Sinclair use: Web Help Desk).

If you experience a network connection problem in Sinclair Library, give this information to the Sinclair Telecommunication Coordinator.

Information Needed:

Data jack number
Room number where the data jack is located
IP Address of the computer that is connected to the data jack
Description of the problem (e.g., can't access email, can't access telnet, etc.)

Please note that many network "problems" are temporary. The most common ones are when you experience a slowdown in displaying Web pages in Netscape or when Netscape gives you a message that a server is unavailable. In these cases, wait an hour before reporting the problem to see if it resolves itself.