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.
Gateway and other 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 Gateway if the computer is still under warranty.
If the computer is a Gateway or other brand that is 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. You will need to contact the Business Office to set this up.
Gateway Warranty Service Procedures
To determine if your Gateway computer is under warranty you can go to the
link below and enter your computer’s serial number. You can also look on the
back of your computer for the manufacture date. All the Gateway desktops we
purchase come with a three year onsite warranty.
Laptop warranties are also three years but require the computer be returned
to Gateway for service. A laptop box with prepaid freight to Gateway is sent
overnight to your location for this return.
Gateway support link:
http://support.gateway.com/support/default.asp?sn=new
If your Gateway is under warranty and hardware replacement seems to be
required, call the number below. You will be asked for the computer’s serial
number so that the Tech Support person will be able to call up the account
information.
Gateway Major Account Technical Support: 1-888-888-0049, option 2 when you're
notified that you are not a priority customer.
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
Contact: Vicky Newton
Jonesboro 1203 Nettleton Circle
Jonesboro, AR 72401
870-972-5330
Contact: Keith Clark
Springdale 1409 North Thompson
Springdale, AR 72764
479-756-2800
Contact: Kenneth Thompson
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
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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