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Computer Diagnostic Center: Quick Start Guide

Basic Troubleshooting

The following are some troubleshooting tips to get you started. TSS is a learning environment, so don't be afraid to ask questions, take time to read this guide, and learn as you go.

 

Visualizing the problem

If you need further detail in order to assist a client over email, screenshots are a great way to narrow down what the issue is - especially if the client isn't quite sure what the issue is. If you're on the phone, try to follow along with where the client is by asking about distinguishing features on the website.

 

Password resets

Respond something like "To reset your password, go to eid.colostate.edu. Under "Modify your NetID", select "Change Password". It may take 15-20 minutes for the changes to sync with Microsoft."

Make sure to mention some amount of lag time, otherwise people jump the gun and wonder why the reset didn't work. 15-20 isn't an exact number, but it generally seems to work.


Canvas issues

Most Canvas issues boil down to one of three things: browser issues, user error, or professor error.

  • Have the user try different browsers, clear their cache and cookies, etc. This clears up most browser issues. Note that Canvas doesn't work well with Safari.
  • Walk through the issue with the user either in-person or on your own Canvas screen. Most features of Canvas are relatively user friendly.
  • Sometimes professors upload a file wrong, don't close old courses, don't open courses until weeks into the semester, etc. Have the client email their professor to check that this isn't an issue on their end before sending them to Canvas Support.

 

Wifi issues

On iPhones, Windows, and Mac, signing into the wifi should be as simple as typing in their NetID login information. On Chromebooks, Linux, and Androids, refer the client to it.colostate.edu/wireless for the manual configuration settings. If that doesn't work, refer to the Networking and Security page for wifi troubleshooting steps.


Client contacts us for something we don't support

Keep in mind that our email is help@colostate.edu - it's expected for people to send us vague requests that have nothing to do with technology. Refer them as best you can to the correct contact information, and don't send people to spam if they seem like they have a legitimate request.

Bookmarks

Here are a number of sites that you will use frequently while handling tickets. Make sure to bookmark them for easy access. Sites marked with ** require the VPN to access off-campus.

 

Admin Logins:

eID Admin - Once you get permissions, you'll use this site to check users' accounts.

NetID Admin - Will eventually replace eID Admin.

  • Site currently has issues with users missing or changes not appearing immediately.
  • Useful for checking recovery emails.

Duo Admin - Use this to help users with their Duo problems.

 

Documentation:

TSS LibGuide - Used for documentation within our group. Do not give out links to this site to clients.

Public FAQ - A (temporary) public guide to give out to clients, until we have a more permanent solution. All TSS staff are able to become editors, if requested.

 

Other Links:

AAR** - Useful for accessing TimeClock Plus and the Employee Self Service page

EMS Scheduling - Use to check when a classroom is open.

Helpdesk Website** - Current ticket system website.

Passwords

Ask someone for the login to the TSS Secret Server account. That holds the majority of the passwords you'll use.

 

Frequent passwords:

  • The passcode to the combination lock holding the CDC's key.
  • The CDC computers.
  • The two helpdesk website logins.