Reporting Problems to Systems
Systems Staff addresses problems with computing resources (computers, servers, printers, wired network) in Deschutes Hall for CIS students, CIS visitors, staff, and faculty. If you need assistance with other UO campus computing resources, including wireless network, go to UO Information Technology.
Direct your reports to Systems: systems@cs.uoregon.edu
If no one reports a problem to Systems we may not know about it and we can't fix it if we don't know about it.
Be sure to include the following information, as well as any other pertinent information that can assist Systems to resolve the problem. The more information you give us, and more specific you can be, the better we can help you.
- Your full name
- CIS Login
- Email address if different than your CIS login
- Date(s) and Time(s)
- Logs are many and logs are large
- Name of the computer(s)
- be specific, i.e. ix-dev, ix-snoopy, etc. Not "the server". We have many servers.
- Operating System
- If it is not one of the CIS department machines
- Name or description of the other equipment
- printer name, copier, iMac name/location, projector...
- Location if not obvious, such as at a home, dorm, hotel, another country, etc.
- Office number
- Network port number ("Des 229: north wall, port 6" or "Des 338: Port 7582")
- Application(s)/Program(s) you were using
- Full and complete description of the problem, some things to include are:
- Exactly what you were doing when the problem occurred, such as a cut and paste from the terminal window.
- Exact content of a dialog box
- Exact error message
- What you tried to do to fix the problem.
- Debugging output (such as the output produced from giving the "-v" option to the ssh command).
- Screen shots are really helpful
- Never email us your UOID number.
Never email us, or anyone, your password. No one has a legitimate reason to need your password.
We will never ask for them
Hints:
| Unsure/Guess:
| State that you are unsure or guessing. That's much better than our thinking something is exactly true when it is an approximation.
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| Webpages:
| Give a list of sample webpages vs. "all" webpages (or categories -- local to CIS, local to UO, or outside UO, or all three)
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| Time frame:
| "Since Saturday when I first tried it at 3:15pm" or "Since I upgraded my OS on 4/15" vs. "some time this weekend"
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| Frequency:
| "Twice today at x and y time" or "Every morning at 8am since 5/12/16" vs. "all the time"
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| Filesystems:
| Specify -- "I can't access /foo/bar using [SMB|server x]"
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| Which?
| "In room 100, the blue network cable on the end of the desk pod nearest the emergency exit" vs. "a network cable in the lab"
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| Language:
| Use regular English, no text shorthand or something that requires deciphering.
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