This page and the associated pages contain basic troubleshooting content. This web page is meant to be a resource that faculty, staff, and support can utilize to solve basic problems as well as a communication tool.
If a solution specifies that it should only be performed by a technician, it should not be completed or attempted by an end user. If you feel uncomfortable performing any solution posted below, please contact support.
Knowledge Base Index
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| Support Categories and Guidance
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The title of knowledge base solutions and issues appear in three different colors. The color of the solution indicates the appropriate audience. For example, if the title is RED, it should only be performed by a technology specialist or by an end user after being directed to do so by support. Please reference figure 1 for a solution index.
Figure 1: Knowledge Base Index
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High - Technology Specialist Only |
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Mixed - Technology Specialist or End User |
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Moderate - All users may perform this solution |
This support site includes several categories of support related to specific technical areas. Please click on the link below for which your issue is related.
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| HARDWARE / DRIVERS / BIOS Solution |
KBH1 - Illegal System DLL Relocation
- The system DLL user32.dll was relocated in memory. The application will not run properly. The relocation occurred because the DLL C:\Windows\System32\Hhctrl.ocx occupied an address range reserved for Windows system DLLs. The vendor supplying the DLL should be contacted for a new DLL.
- Solution: Download and install the update
- WindowsXP-KB935448-x86-ENU.exe
KBH2 - DELL GX150 Overheats / Frequently Locks Up (LK)
- Please download and install the latest BIOS update from the Dell support web site.
KBH3 - Screen Upside Down (Intel Chipsets Only)
- Press the CTRL + ALT + UP ARROR keys.
KBH4 - Gateway Profile 6 - "Frequency out of range"
KBH5 - SetConfig Application has encountered a problem...
Figure 2: SetConfig Application Error
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This error message may occur with the following Hewlett-Packard LaserJet devices:
- LaserJet 1010/1012/1015 Series
- LaserJet 1150
- LaserJet 1160
- LaserJet 1300 Series
- LaserJet 1320 Series
- LaserJet 3015/3020/3030/3380 Series
- Color LaserJet 2550 Note: If the error is encountered, it will be after the initial printer software install and upon consequential system reboots.
Steps to download and install software patch: Close any screen savers, virus protection programs, or other software programs running on your computer.
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- Click on Download and a File Download window will appear
- Select Save This Program to Disk and a Save As box will appear
- Select a directory to save the file in and click SAVE
- Locate the file using
Windows Explorer
when the download has completed
- Double click on the file. It will execute and install the necessary files.
KBH6 - Non-System Disk or Disk Error
- Do you have a floppy disk in your floppy drive?
- If so, please remove it and reboot your computer
- Do you have a USB Drive attached to your computer?
- If you do, please remove it and reboot your computer
KBH7 - Garbled Video on Profile 5 and Profile 5.5
- This issue appears to be the result of a corrupted video bios setting. Please follow these steps to resolve this issue:
- Unplug the computer from its power supply. The power supply plug is square and is located on the back of your computer. If you feel uncomfortable completing this step, please contact your support technician.
- Wait 15 to 20 seconds.
- Plug the power supply plug back into the computer.
- Turn the computer back on.
- This should resolve the problem. If it does not, please contact technical support.
Figure 3: Profile 5 and 5.5 power connector located on the back of the computer
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| Software and General User Support |
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KBS1 - Illegal System DLL Relocation
- The system DLL user32.dll was relocated in memory. The application will not run properly. The relocation occurred because the DLL C:\Windows\System32\Hhctrl.ocx occupied an address range reserved for Windows system DLLs. The vendor supplying the DLL should be contacted for a new DLL.
- Solution: Download and install the update from Microsoft
- http://support.microsoft.com/kb/935448
KBS2 - SysFader Memory Error in Internet Explorer 7 When Opening a PDF File
- Uninstall all versions of Adobe Reader.
- Go to Adobe.com and download and install the latest version of Adobe Acrobat Reader
KBS3 - New Employee? Need an account?
- First, all users must complete and return an acceptable use policy. You may download a copy of this form from the following link:
- After completing this form, it must be returned to the technology director, John Wilson. Your building office or computer lab person can help you with this process.
KBS4 - Unable to turn computer ON
- Is the power cord connected to the back of the computer and to a working outlet?
- Is the surge protector/arrestor plugged in and turned on. Typically, it will have a light on it.
- If there is a power switch on the back of the computer, is it set to the ON position
- Check to see if the monitor is on
KBS5 - Missing programs
- Windows XP has a feature known as personalized menus. This feature will hide applications that are not frequently used. To disable this feature, please follow the directions below
- Right click on your Start button
- Select Properties
- Select Customize
- Uncheck the box next to "Use Personalized Menus"
- Click OK
- Click OK
KBS6 - Slow Performance
The sources of slow performance listed below are not necessarily the only possible problems. However, they are the most common problems that our department runs into on a daily basis. Other issues such as overheating and other hardware related problems require a technician to clean and inspect your computer.
KBS7 - Unable to log onto a computer
- There are a few issues that may prevent a user from logging on to their computer
- Network cable is unplugged
- Cables have two ends. Please check both ends.
- User is trying to use the keypad with the number lock turned off
- The Caps Lock is turned on. Press the Caps Lock button on the left hand side of the computer to turn this lock off
- The Domain option has been switched to something other than BOLIVAR.
- Click the drop down list box and select BOLIVAR
KBS8 - Unable to access School Email (Outlook Web Access)
- First, check the obvious. Cables come unplugged.
- Is the network cable plugged in?
- If you are using Outlook Web Access, confirm that you are typing your credentials correctly. Your username should be prefixed with the word bolivar. It should appear as: bolivar\username
- If you are connecting to School Email internally (if you are using a school computer), please make sure you are clicking on the Internal link
- If you are connecting to School Email externally (if you are not using a school computer), please make sure you are clicking on external
Figure 5: Logon screen when connecting to School Email
- Check the status of the CAPS lock and NUM (number) lock
- Passwords are case sensitive
KBS9 - Change Your Windows Password
- Your Windows password is the password you use to log on to your computer.
- You may change your password on any computer on the Bolivar R-1 Network
- To change your password:
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Press CTRL+ALT+DELETE, and then click Change a password. |
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Type your old password, type your new password, type your new password again to confirm it, and then press ENTER. |
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- Tips for creating a strong password
KBS10 - Unable to open files sent to students during a chat session in Vision 6.1.1 and 6.1.2(TL)
- Student Computers
- Log on with an Administrative account.
- Create a folder named WFiles in the C:\Program Files\GenevaLogic\Vision\Chat folder.
- Make sure the permissions on the WFiles folder is set to Modify for the appropriate user accounts.
- Log off.
Teacher Computer
- Log on with an Administrative account.
- Create a folder named WFiles in the C:\Program Files\GenevaLogic\Vision\Chat folder.
- Make sure the permissions on the WFiles folder is set to Full Control for the user account used by the teacher(s)
- Log off
- Log on under the teacher’s user account.
- Open the Vision Classroom Console by clicking on the blue Vision icon on the desktop
- Connect to your Classroom
- From within the Classroom, select Tools and then Chat from the top menu.
- Select View then Options from the menu
- In the Properties dialog box, select the General tab.
- Enter WkFiles for the NickName
- Browse to or enter the following path in to the Work files path box:
C:\Program Files\GenevaLogic\Vision\Chat\Wfiles
- Select Apply
- Select the Work files folder definition tab.
- Under the Individual path definition, click the Users button
- Select the student computers that will have the work files path changed.
You can select the first computer in the list, then hold the Shift key and select the last computer in the list to make changes to all the computers at once.
- With the computers highlighted, right-click and select Set work files path.
- Enter C:\Program Files\GenevaLogic\Vision\Chat\WFiles in the box provided.
- Click the Set button.
- In the top left corner of the Individual work files folder definition dialog box, left click the white box, and then select Close from the drop down menu.
- Click the Apply button in the Properties dialog box and then OK.
From this point on, when a file is sent using the Chat program, it will be stored in the following folder on the student machine. C:\Program Files\GenevaLogic\Vision\Chat\WFiles Files collected by the teacher will be stored in the same directory on the teacher’s computer. Note : If Vision has to be reinstalled on the teacher or student computers, this procedure will have to be repeated.
KBS11 - Surf-Lock 2: Unable to add domain objects to local Windows management groups
- Please download and run the registry edit on each client computer.
- Surf-Lock Patch
KBS12 - Change the ProtectON 2 Access Password
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The password cannot be changed from the client computer. The software can be uninstalled and reinstalled using the new password.
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The appropriate way to change a client password is through the management console.
KBS13 - Unable to log into the domain after installing ProtectON2
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This problem occurs after installing ProtectON 2 and after subsequent reboots. The time period for the error to appear may be a few days or a few weeks depending on the clients AD password update schedule.
- The solution to this issue is disabling the client initiated AD password update procedure.
- Navigate to the following registry key on affected machines:
- [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Netlogon\Parameters]
- editing the value:
- DisablePasswordChange" =dword:0000000
KBS14 - Unable to access protected web resources when Surf-Lock is installed
Symptom:
When users attempt to access protected web resources (such as school email, library resources), they receive a “Web Page Cannot Be Found” error.
Solution:
Install Surf-Lock 6.5.2. This installer is located at:
\\br2\admin\GenevaLogic\Current_Versions\Vision 6.5.2
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| SECURITY |
KBSEC1 - SecCheck - Check for Compromised Systems
- Run SecCheck on potentially infected systems
- SecCheck is a Windows forensic tool which aids in the detection and removal of malicious applications, backdoors, trojans, worms, and viruses that may be unknowningly installed on your computer.
- Run SecCheck Now (SecCheck should be ran under a local or domain administrator account)
- Additional information is available at www.mynetwatchman.com
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| WIRELESS |
KBW1 - Critical Error When Connecting To Wireless...
- This issue appears to be related to a driver issue while using WPA encryption. Typically, the laptop works correctly when connecting to non-WPA secured access points.
- Update the computer to the latest available driver from the laptop/card manufacturer. If this step does not resolve this issue, please check for alternative drivers from the chip maker's web site.
KBW2 - Connection does not acquire IP address
- Please make sure that your shared secret or key is correct.
- Depending on the access point and encryption protocol, you may be able to connect to an access point using an invalid key. However, it will not allow you to access the network. Only the authentication portion is available and your computer will report that the connection has limited or no connectivity.
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| MANUFACTURER LINKS |
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Where Kids Are First |
URL: http://www.bolivar.k12.mo.us/support/admin |
Maintained By:
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Last Update:
December 6, 2007 1:37 PM
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