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Fault reporting help

To enable us to resolve the fault more quickly, please provide the following information in the description field:

Account/login problem

• What are you trying to login to? Provide web address if possible.
• Dates and times of login attempts.
• What is the exact text of any error messages you see?
• How are you entering your username?
• If you can login to other systems or services with your username and password, please let us know what they are.

Email and calendaring problem

• What email system are you using:
  • ConnectMail (staff and research postgraduates) or
  • Live@Edu (undergraduates and taught postgraduates)?
• What email program are you using to view your email:
  • Outlook Web Access
  • Microsoft Outlook, etc?
• What is the exact text of any error messages you see?
• Can you send email?
• Can you receive email?
• If you can't access a corporate account, what is its name, can others access it?
• If you can't access a calendar, what is its name and can others access it?

Printing problem

• What is the network name of the printer, eg dpprinter1?
• What room is the printer located in?
• Is it a networked printer or one that is connected directly to your computer?
• What is the printer make and model, eg HP laserjet 210C?
• What is the nature of the fault, is it jamming, making funny noises, just won't print?
• Is there a message displayed in the printers display panel and what does it say?
• Can other users print to the printer or does this fault affect everyone who uses the printer?

Student PC fault

• What is the name of the PC? This can usually be found on a sticker on the PC.
• What room is the PC located in?
• Does the PC turn on?
• Are there any lights on the base unit?
• Does the base unit make any noises?
• What is the exact text of any error messages displayed.
• What date and time did the fault occur?
• Are there any lights on the monitor?
• Does the monitor display anything or is it blank?

Staff PC fault

• What is the name of the PC? This can usually be found in the Start, Programs/All Programs menu and starts with PCXM.
• What room is the PC located in?
• Does the PC turn on?
• Are there any lights on the base unit?
• Does the base unit make any noises?
• What is the exact text of any error messages displayed.
• What date and time did the fault occur?
• Are there any lights on the monitor?
• Does the monitor display anything or is it blank?
• Does the fault occur for anyone else that logs into it?

Software problem

• Name and version of software package. This can usually be found in the Help, About menu.
• Exact text of any error messages displayed.
• Does the problem occur just for you, or for anyone who uses the software on the same computer?
• Does the problem follow you between computers?

Study bedroom network problem

• What operating system are you using, eg Windows 7, MacOS X, etc.
• Where is your room on campus?
• Exact text of any error messages you see?
• Date and time of attempts to connect to the network.
• Do other people experience the same problem?
• If you take your computer to another room does the fault go away?
• If someone else uses the connection in your room, do they see the same problem?

Staff network problem

• What operating system are you using, eg Windows 7, MacOS X, etc.
• Where is your room on campus?
• What is the number on the network socket? You can find the network socket by tracing the grey network cable from your computer to the wall or floor socket.
• Exact text of any error messages you see?
• Date and time of attempts to connect to the network.
• Do other people in the same room experience the same problem?
• Do other people in other rooms near by experience the same problem?

VPN problem

• What operating system are you using, eg Windows 7, MacOS X, etc.
• Have you been able to connect to the VPN in the past?
• Are you able to connect to the VPN network?
• Exact text of any error messages you see?
• What is the path to any network drives you are trying to map to that are failing, eg \\ad.kent.ac.uk\dfs\install\microsoft
• Do you have any internet security software or firewall software enabled?
• Do you connect to the internet from/via a wireless router?
• Who provides your internet service?

Note: You can only connect to the VPN service from off campus.

Web access problem

• What web site are you trying to access? Please include the full web address.
• What web browser and version are you using? This can usually be found in the Help, About menu.
• Exact text of any error messages you see.
• Can others access the site?
• Can you access other sites?
• What network are you on? wireless, VPN, staff, student, study bedroom.

Wireless network problem

• What operating system are you using, eg Windows 7, MacOS X, etc.
• Are you able to connect to the wireless network?
• Did you enter your username with @kent.ac.uk on the end when required?
• Exact text of any error messages you see.
• Location on campus that you are trying to access the wireless network.
• Can other people in the same location access the wireless network?
• If you move to another location can you connect to the wireless network?