Category Archives: Desktop

3rd Party software not working KB103969

KB103969

Description:  3rd Party App is not working

Common customer description:

“My _______ stopped working”

I Cannot Access ________ (QuickBooks)?

Probing questions: When did this start to happen? Is it just happening to you, or is it everyone in the office?  Are you experiencing other problems like accessing the internet or network resources? Has this happened before? If so, what do you usually do to take care of this?

Steps to isolate:  Connect to the user’s computer, have the user show you the steps they are taking when the problem occurs. Could be when the use a specific function of the app or when they try to print from the app. The first step is to determine if the rest of the PCs software/ hardware are functioning.

If trouble printing, can you print from other programs like Microsoft word?

When did this start to happen? –  Search for related tickets in the time frame. Did this happen after a software update?

Are you experiencing other problems like accessing the internet or network resources? If there are other problems like internet access or network resources this could be something other than a problem with the software itself.

Steps to resolve:  Our main responsibility is to eliminate the PC. If you come to the conclusion it is a problem with the software itself, it is best practice to contact the Software Vendor to resolve this issue. Contacting the Vendor will be Billable Work and will need approval from the main contact. You should Offer to contact the Vendor yourself, but keep the customer on the line- sometimes they need to verify customer info before talking to us.

Additional considerations:  If you have error messages, Google them and search forums to sometimes resolve the issue without contacting the 3rd party Vendor.

Mapped network drive missing KB103967

KB103967

Description:  Mapped network drive is missing.

Common customer description:  “I cannot access the server.”

“I cannot access the Z: drive.”

“I cannot access my files.”

Probing questions:  Where are the files located?

Does another user have access to it that we can check? (this will get the file path in case the customer doesn’t know it)

Is this a new computer?

Has it worked in the past?

Is the computer in the office?

How are you connecting? (VPN, RDP, onsite, etc)

Is the drive attached to your computer?

What is the name of a folder on the drive so we can search for it?

What server is the share on?

Steps to isolate:  Connect to computer.

Verify drive is missing.

Steps to resolve:  For Windows 7:

Go to Computer -> Map Network Drive.

Choose drive letter (typically customer already has a letter in mind).

Enter the location of the folder, or browse to the location (dc01userstest user account).

Choose if they need to connect using different credentials. Check Reconnect at Logon. You can use the Command Line command “net shre” to list all shares on the server

Additional considerations:  Check for offline files

If you cannot find the path they are looking for, check login script to find if the Z: drive has a path you can use

Computer will not power on KB103965

KB103965

Issue: Computer Will Not Power On

 Common Description: “My computer is not working.”

“There is nothing on my screen.”

“My computer is dead.”

 Probing Questions: Are the fans on? Are there lights on the system? Does the monitor appear to be on? Are the power cables for both the monitor and the computer plugged in to both the outlet and the devices? Is the video cable seated correctly? Have you tried rebooting or powering it back on? Are there any unusual noises? Is this a laptop, or desktop PC?

 Isolation: The goal of troubleshooting a unit that does not power on is to resolve the issue with as few troubleshooting steps as possible, this can be accomplished by starting with common errors and working towards isolating the physical cause.

 Resolution: If there is no indication that the unit is on, and the unit cannot be powered on with the power button, verify the outlet is receiving power (ie plug in a lamp.) If outlet is receiving power and the power button does not start the system, after verifying the cable is correctly seated, a safe conclusion is the power supply or similar catastrophic hardware failure.

On a laptop, pull the batter for 1 minute and place it back. Try powering on again.

If the unit appears to be receiving power yet has nothing on the display, begin with a hard reset of the system. Have the client hold the power button for 7 seconds to kill power followed by a power on. Verify if there is any display to the monitor such as a POST screen.

If no display appears on the monitor consider shifting focus to troubleshooting connectivity and operational status of monitor. Have the client verify cable connections and monitor power. Have the client verify monitor input. Lastly, have the client swap out for a known good monitor in order to verify point of failure.

Options for the client at this point include an on-site or the consideration of a new unit. Please see a tier II representative for any questions concerning the escalation path or options.

 Considerations: Some clients may use similar generic language to describe a computer that has become inoperable for other reasons, attempt to make the distinction between computers that is not working for physical reasons as opposed to operating system issues.

Corrupt Profiles KB103952

KB103952

Description:  Corrupt Profiles

Common customer description:

On the bottom right of my screen there is a yellow bubble that says I’m loaded with a temporary profile.

My icons are missing.

Yesterday my icons and shortcuts were there, but now today they are gone.

My documents keep disappearing from my desktop when I save them.

Probing questions:

When did this start happening?

Did anything get installed//updated before this started to happen?

Is anyone else affected by this same issue?

What Operating system are you using? (XP, Vista, Windows 7, windows 8, etc)

Are you using Roaming profiles? (Customer may not know)

Can other people log into your machine and function properly?

Steps to isolate:

Can usually isolate these issues quite easily, sometimes though it might not appear to be a corrupt profile.  The most obvious way to isolate it is by the pop-up bubble that shows up when they log in, It usually looks like this:

1

Another Obvious sign is when the user logs into the computer and gets this message:

The User Profile Service failed the logon

Here is an example of the message:

2

There are a number of different things that could be a symptom of a corrupt profile.  The key is to diagnose what is wrong, and if you find it try it on a different account on the same computer.  If it still works on a different account, most likely the profile is corrupt.

Steps to resolve:

There are two types of Profiles:

Local Profiles and Roaming Profiles.  Local profiles are what are stored on the machine you are logging into.  Roaming profiles are the same as a normal profile, but are stored on the server.  Firstly, here is how to fix a local profile:

To fix the user account profile, follow these steps:

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

322756 How to back up and restore the registry in Windows How to back up and restore the registry in Windows

  1. ClickStart, type regedit in the Search box, and then press ENTER.
  2. InRegistry Editor, locate and then click the following registry subkey:

HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindows NTCurrentVersionProfileList

    1. In the navigation pane, locate the folder that begins withS-1-5 (SID key) followed by a long number.
    2. Click eachS-1-5 folder, locate the ProfileImagePath entry in the details pane, and then double-click to make sure that this is the user account profile that has the error.

3

If you have two folders starting with S-1-5 followed by some long numbers and one of them ended with .bak, you have to rename the .bak folder. To do this, follow these steps:

a. Right-click the folder without .bak, and then click Rename. Type .ba, and then press ENTER.

4

b. Right-click the folder that is named .bak, and then click Rename. Remove .bak at the end of the folder name, and then press ENTER.

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c. Right-click the folder that is named .ba, and then click Rename. Change the .ba to .bak at the end of the folder name, and then press ENTER.

6

If you have only one folder starting with S-1-5 that is followed by long numbers and ends with .bak. Right-click the folder, and then click Rename. Remove .bak at the end of the folder name, and then press ENTER.

7

a. Right-click the folder that is named .bak, and then click Rename. Remove .bak at the end of the folder name, and then press ENTER.

8

b. Right-click the folder that is named .ba, and then click Rename. Change the .ba to .bak at the end of the folder name, and then press ENTER.

9

If you have only one folder starting with S-1-5 that is followed by long numbers and ends with .bak. Right-click the folder, and then click Rename. Remove .bak at the end of the folder name, and then press ENTER.

5. Double-click the folder without .bak in the details pane, double-click RefCount, type 0, and then click OK.

10

6. Click the folder without .bak, in the details pane, double-click State, type 0, and then click OK.

11

7. Close Registry Editor.
8. Restart the computer.
9. Log on again with your account.
Can also try this:

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

322756 How to back up and restore the registry in Windows

To resolve this problem yourself, follow these steps:

  1. Delete the profile by using the Computer Properties dialog box. To do this, follow these steps:
    1. ClickStart, right-click Computer, and then click Properties.
    2. ClickChange settings.

 

Make sure that if you are lost or confused on this process to ask a Teir 2 tech for assistance.  The other profile type would be Roaming Profiles:

  1. To find out where the profiles are located at log into the Primary Domain Controller(PDC) and find the user’s account in Active Directory Users and Comptuers(Runline is dsa.msc).
  2. Go into the properties of the account in question and to go the profile tab.
  3. On the profile tab, look at the profile field, this will tell you where the profile is located. It’ll usually say something like this:  servernameshareprofilesnameofuser
  4. Go to the location of the profile
  5. One at the location of the profile, rename it to old
  6. After doing this, log off of the computer that he is currently logged into and log back in. This will create a new profile at this location.
  7. Once the creation is complete you can copy over the data from the old profile to the new one.
  8. Log out and log back in.

Additional considerations: If this doesn’t fix the issue, it may be due to a virus infection or system file corruption possibly and the computer may need to be re-imaged.  If this is the case consult Teir 2.

Adding a network printer KB103938

KB103938

Issue: Adding a New Network Printer

Common Description:

“I need a printer added.”

“I am trying to print to a printer but it will not let me.”

Probing Questions: Do you know the name of the printer? Is this printer currently working for others? Are you able to provide the make or model of the printer?

Isolation: Isolation is a matter of determining which printer the client will need added. If the client is unable to provide the name, there are a few alternative methods that can be used. Checking another user’s printers or having the client ask another user in the office which ones are needed is usually the most efficient. Checking a print server is also an option.

Try printing a different document, to determine if it is the doc or the printer at fault.

Once the name or IP address of the printer is determined move on to the resolution.

Resolution:

For Windows 7:

Navigate to Start > Devices and Printers

Click on Add a Printer

Click Add a network, wireless or Bluetooth Printer

At this point the printer may automatically appear. If not, click on “The printer that I want isn’t listed”

At this point you can either add the printer manually by IP address or by share location in the form of computerprinter_name 

For Windows XP:

1. Open Printers and Faxes
2. Under Printer Tasks, click Add a printer to open the Add Printer Wizard, and then click Next.
3. Click A network printer, or a printer attached to another computer, and then click Next.
4. Connect to the desired printer using one of the following three methods. Click a method for instructions.Search for it in Active Directory.

This method is available if you are logged on to a Windows domain running Active Directory.
1. Click Find a printer in the directory, and then click Next.
2. Click the Browse button to the right of Location, click the printer location, and then click OK.
3. Click Find Now.
4. Click the printer you want to connect to, and then click OK.

Type the printer name or browse for it.
1. Click Connect to this printer.
2. Do one of the following:
•Type the printer name using the following format:printserver_nameshare_name
•Browse for it on the network. Click Next, click the printer in Shared printers.
3. Click Next.
Connect to an Internet or intranet printer.

Using a printers URL allows you to connect to a printer across the Internet, provided you have permission to use that printer. If you cannot connect to the printer using the general URL format below, please see your printer’s documentation or contact your network administrator.

1. Click Connect to a printer on the Internet or on your intranet.
2. Type the URL to the printer using the following format:http://printserver_name/Printers/share_name/printer
3. Follow the instructions on the screen to finish connecting to the network printer.

 

Considerations: It is important to ensure that the client is indeed sending jobs to the printer, please ask the client to verify that the document has come out of the device.

Outlook crashing even with outlook.exe /safe Microsoft Dynamics CRM Outlook add-in KB103927

KB103927

Description:  Outlook crashing even with outlook.exe /safe “Microsoft Dynamics CRM Outlook add-in”

Common customer description:  After Microsoft Dynamics CRM was installed or updated Outlook opens then immediately crashes.

Probing questions:

When did this start?
Were updates ran recently or just before the problem started?

Steps to isolate:

Double check and make sure MS Dynamics CRM was recently installed or updated around the time of the problem.  It has been found that not all installs and or updates show in Add/Remove Programs.  With this in mind there is a tool that will display them if they are not visible and remove them if need be.  Most common that are not visible are the Critical Patches and Language Packs.Steps to resolve:

Go to http://support.microsoft.com/mats/program_install_and_uninstall/en-us and run the Fix It tool.

Run the tool and click Agree. Then click on the second choice “Detect problems and let me select the fixes to apply”.  Then select on “uninstalling” and find the Microsoft Dynamics CRM installs including patches and language packs.  Scroll through the list and see how many MS Dynamics CRM items are installed.  Remove the language packs first and test Outlook.  If problem continues keep uninstalling backwards from newest to oldest until you get Outlook to function properly.

Additional considerations:

This tool can be used very similarly to Revo Uninstaller except it is very good with Microsoft products.  Use wisely.

Outlook always on top covering even new email KB103923

KB103923

Description:  Outlook always on top covering even a new email

Common customer description:

“Outlook is always on top unless I minimize it.”
“I can’t see anything behind Outlook unless I minimize it.”

Probing questions:

When did this start?
Has anything changed recently?
Were any updates or plugins added?

Steps to isolate:

Connect to computer.
Verify that Outlook covers everything.

Steps to resolve:

While in Outlook click on File, Options, Add-ins manage:COM Add-ins and Click on Go.

Then find MS Outlook Social Connector and uncheck mark it.

Click OK and close Outlook.

Reopen Outlook and problem should be solved.

Additional considerations:

The MS Outlook Social Connector add-on causes Outlook to be always at the very front in expectance that something new will be updated or arrive to easily make the user aware.