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Basic Troubleshooting (Common Problems)

The document provides instructions for common troubleshooting steps for network, antivirus, and software update issues on Windows PCs. It includes checking network cable connections, enabling network cards, releasing and renewing IP addresses, downloading antivirus and update files from the AIT servers, and configuring mail clients to use POP3 or IMAP. POP3 downloads emails to the local PC while IMAP accesses emails on the server. The document provides links to AIT helpdesk pages for additional support.

Uploaded by

Mohammad Belal Hossain
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
72 views

Basic Troubleshooting (Common Problems)

The document provides instructions for common troubleshooting steps for network, antivirus, and software update issues on Windows PCs. It includes checking network cable connections, enabling network cards, releasing and renewing IP addresses, downloading antivirus and update files from the AIT servers, and configuring mail clients to use POP3 or IMAP. POP3 downloads emails to the local PC while IMAP accesses emails on the server. The document provides links to AIT helpdesk pages for additional support.

Uploaded by

Mohammad Belal Hossain
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Basic Troubleshooting

(Common Problems)
by: helpdesk (ITServ)
NETWORK
Cant connect to Internet/LAN:

- Check if LAN cable was plug-in properly


- Green/Orange light flashing
- Check if LAN card was Disable or Enable
- Go to control panel
- Double click Network connections
- Right click Local Area Connections and click Disable or
Enable
- Check if IP/DNS obtain address automatically
- Go to control panel
- Double click Network connections
- Right click Local Area Connections and click Properties
- Click General tab
- Select TCP/IP and click Properties button
- Click General tab
- Tick Obtain an IP/DNS address automatically
Check IP/MAC Address if BLOCKED:
- Windows 98/Me
- Click Start
- Click Run
- Type winipcfg and press enter
- From the drop-down menu, select the ethernet adapter or LAN
card being used for your connection and take a look at IP and
Physical Address
- Click Release all and Renew all
- Windows XP/2000
- Click Start
- Click Run
- Type cmd and press enter command prompt (DOS MODE)
window appears
- Type ipconfig /all and press enter
- Take a look at IP and Physical Address
- Type ipconfig /release and press enter ipconfig /renew and
press enter

Check from the link below if your PCs IP/MAC was blocked:
http://itserv
:// .ait.ac.th/helpdesk/announce/blockip.html
AIT campus-wide anti-virus scanner

Download and install the AIT campus-wide anti-virus scanner from


http://avserv.ait.ac.th/ (Trend Micro Officescan Corporate Edition)
Uninstall (remove) your current anti-virus program first if you have
one.
Installation is automatic and web-based (IE 4 or newer required)
It supports Windows 9x / ME / 2000 (workstation, pro) / XP (home,
pro) but will not install on server variants of Windows.
Contact the Helpdesk if you need to install it on a server.
Download accelerators must be disabled before clicking on the link
above.
If you are using a personal firewall, make sure that you allow
incoming connections to port TCP/58796 from the anti-virus server
at address 203.159.5.7 and outgoing connections from the anti-virus
program files to port TCP/80 of the anti-virus server.
NEW! If you are running Windows XP and have Service Pack 2
installed, download/install XPSP2FW_OSCE.REG from this link
http://wuserv.ait.ac.th/XPSP2FW_OSCE.REG and open the
XPSP2FW_OSCE.REG file directly from your browser, or save it
first then double click on it. Click "Yes" when asked if you want to
add this information to the registry. This will configure the firewall
that comes with XP SP2 to allow connections from the Trend Micro
anti-virus server. This is needed to receive updates.

NOTE: Windows XP with Service Pack 2 (Cant Install OfficeScan)


- Open Internet Explorer
- Click Tools
- Click Internet Options
- Click Security
- Click Custom Level
- Tick Enable ALL Active X control and plug-ins
- Click OK and try again
AIT Windows Update server
Applies to Windows 2000 / XP / 2003 only, no support for Windows
9x / ME.
For automatic updates to work, you must have at least Service Pack
4 already installed on Windows 2000, or Service Pack 2 already
installed on Windows XP. Go to the System Control Panel to check
this. You can download Windows 2000 Service Pack 4 for English or
Thai or Windows XP Service Pack 2 for English or Thai
- Contact the Helpdesk for other language variants of these
service packs.
Currently the following language variants of Windows are supported:
thai, english, french, chinese (simplified and traditional), german,
japanese (including NEC), korean, swedish, italian.
- Contact the Helpdesk if you need another language.
Configure Automatic Updates in the Control Panel:
For Windows XP/2000 click the Automatic Updates icon
- Check the Keep my computer up to date... box and choose
the desired setting (recommended: Download the updates
automatically and notify me when they are ready to be installed)
then click OK.
Download/Install WUSUS.REG from
http://wuserv.ait.ac.th/WUSUS.REG and open the WUSUS.REG file
directly from your browser, or save it first then double click on it.
Click "Yes" when asked if you want to add this information to the
registry.
This will automatically set up your computer to use the AIT Windows
Update Server instead of Microsoft's.

From now on, pay attention to the Updates are ready to install that
will sometimes appear in the tray, and take immediate action when it
does.
Force an Immediate update scan
Open cmd commandline window (Start > Run, type cmd and click OK
Type net stop wuauserv (then hit <Enter>)
Type regedit (then hit <Enter>) to start the registry editor
NOTE: Editing registry may cause your machine not to work
- Navigate to the following key:
\HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Wi
ndowsUpdate\AutoUpdate
- On the right, you should have a list of keys and values, like AUOptions
etc
- Look for the values that are date and time like: 2005.09.10 15:34:12.
There will be 1 to 3 keys having a date/time value.
- Simply click on the key name and press Delete Key
- Exit the registry editor
- In the command-line window, type net start wuauserv (then hit <Enter>)
How to Install & Run Anti-spyware?
(Pop-up windows)
Go to: http://itsec.ait.ac.th/download/tools/windows/anti-spyware/
and select Microsoft (recommended) or Spybot Search and Destroy.
Follow instructions til installation is finish.
To run the Anti-Spyware program, double click the icon from your
desktop.
FAQs
What to do when my Antivirus program cant remove / clean /
quarantined the virus?
- Once OfficeScan detected the virus but cant clean, click on
the virus name and follow the suggested instructions of trendmicro
What to do when my PC always popping-up windows?
- Run Anti-spyware program

http://itserv.ait.ac.th/helpdesk/technical/tipstricks/index.html
How to configure mail client?
What is POP3? POP stands for "Post Office Protocol". It reads your
emails and downloads all new mails to your local hard drive. Other
people who have access to your computer may be able to read your
mails. Hence, POP is not a secure way to read your mail especially if
you are not the only user of your pc.
What is IMAP? IMAP stands for "Internet Mail Access Protocol". It
accesses your email folders in your mail server. IMAP simply reads
your mails but does not download them to the local hard drive. With
this feature, IMAP is the better option especially for those who are
travelling.

Advantages of POP3:
Server quota is always FREE to receive incoming mails
Mails were downloaded to your PC
Disadvantages of POP3:
You can only check mails from this PC except for new mail, unless
youve decided to leave a copy of message on the server

Advantage of IMAP:
You can check emails from any PC

Disadvantage of IMAP:
Your server quota will be FULL

POP3 Parameters:
Incoming server: mailserv.ait.ac.th
Outgoing server: smtp.ait.ac.th

http://itserv.ait.ac.th/helpdesk/technical/geninfo/popimapmain.html

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