Information Technology
Procedures for Obtaining Hardware Maintenance
If you are having problems with a computer the first thing you need to do is
determine whether the problem is hardware of software related. You will most
likely need assistance determining this. County offices and state office
personnel should contact the
call center.
Hardware vendors will not be able to help with problems associated with
GroupWise, Microsoft Office, McAfee Antivirus, Banner, or any of the Extension
written software (i.e. AIMS, In-Service).
Once it is determined that you do have a hardware problem you will have to
contact Dell if the computer is still under warranty.
Gateway has closed its doors. We are working with the state to determine the
appropriate process for repairs of computers still under warranty. If the
computer is a Gateway or is otherwise not covered under a warranty, we have
contracted labor pricing with Datafix. We have a Blanket Purchase Order with
Datafix and they can work on most computers and printers. Datafix has locations
in Little Rock, Jonesboro, and Springdale.
Counties will be allowed to set up a Blanket P.O. with a local vendor if this
is preferred. Verify that the vendors selected can support Gateway components.
You will need to contact the Business Office to set this up.
Dell Warranty Information
1. You must have the Service Tag or Express Service Code before you contact
Dell. The tag is a sticky label located on the outside of the computer.
To retrieve the Service Code, in the lower left taskbar of the desktop, choose
<Start> <Programs> <Dell Accessories> and select <Express Service Code>.
2. For WEB help go to ,
http://support.dell.com/support/topics/global.aspx/support/
my_systems_info/en/details?c=us&cs=2684&l=en&s=pub, put in your Service Tag and select <GO>.
3. For telephone support, call 1(800)822-8965 and follow voice prompts.
Datafix Service Procedures
Once a computer or printer problem has been determined to be hardware you
will have to call Datafix or your local vendor if you are set up with one. You
will also need to fill out the MS Word template Misc-119 available in the
Template section of Extension’s website. This form will be sent to Datafix with
the equipment being repaired so they can attach it to the invoice and the proper
Fund and Org number will be charged for the repair.
Datafix Locations and Contact Information
Little Rock 5101 W. 65th Street
(Corp. Office) Little Rock, AR 72209
501-562-3554
1-800-300-7704
Jonesboro 1203 Nettleton Circle
Jonesboro, AR 72401
870-972-5330
Springdale 1409 North Thompson
Springdale, AR 72764
479-756-2800
Website: http://www.data-fix.com
Examples of Problems Encountered
Example Hardware Problems
CD drive will not read CD’s
Floppy doesn’t read or write diskettes
Error reading drive C:
Disk I/O error
Computer doesn’t recognize hard drive
Computer has no power
Example Software Problems
This program has performed an illegal operation
Blue screen errors (System is busy, General Protection Fault)
Any program that refuses to open, but other programs work fine
Printer Problems
Printer problems are usually easy to tell apart. If a printer refuses to
print but it can do a self test print, this is usually a cable or driver
software problem. Most hardware malfunctions with printer are indicated by an
error code on laser printers or all the light flashing on an inkjet.
The call center may have to help
determine the nature of the problem if it is not evident.
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