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In the event of problems with the College computing facilities, please use the following guidelines to determine how best to get the problem resolved. It greatly assists us in solving problems if you supply as much information as possible about the nature of the problem.
There are two main groups of problems; those requiring "Normal support" and those requiring "Emergency support".
To obtain Normal support, you should use an appropriate method from the list below.
Send an email to email@example.com
Telephone (01223) (3)36043
If you have to leave a message, please be sure to leave your name and contact telephone number.
Come to the Computing Support Office (above the Porters' Lodge) in person
Please note that the Computing Support Office is open for normal support during the following hours:
We also offer appointments 1pm–2pm Monday to Friday, which must be booked in advance. If the office is unattended, then please use one of the previous methods of contact. The Computer Department is closed at weekends and on public holidays.
If you have a general question about the use of any of the network and computer facilities provided at Churchill, such as if a particular facility is available or how to use a certain feature.
If you cannot log in, you cannot print or you are experiencing problems with one or more applications which other users are not experiencing.
If you have a network-related problem with your own computer in your room, such as not being able to connect to the network or print to the printers, or if the computer has some severe problem such as not being able to start up.
If a computer does not seem to be connecting to the network properly, or you cannot print from it, or certain applications do not work properly.
If the printer has run out of paper, or it will not print, or it is displaying an error message which you cannot get rid of. Note that if a printer runs out of paper outside office hours, you should contact the Porters, who will arrange to have it refilled.
We are also happy to help with other matters such sales and general computing advice.
For severe, system-wide problems you should use Emergency Support detailed below.
To obtain Emergency support, either come to the Computing Support Office in person if during office hours, or otherwise contact the Porters' Lodge.
Emergency Support should only be used for severe problems such as the following:
None of the printers will print documents for any user, or all the printers have run out of paper or toner.
If none of the computers are allowing any user to log in, or if they are all generating error messages and refusing to run applications, or if they are all unusable for some other reason.
For example, loss of network services within Churchill such that you are unable to connect to anywhere outside of College. Loss of the connection to the University when no period of network downtime has been publicised is normally the responsibility of the University Computing Service, as the cause of such a problem is unlikely to be within Churchill itself.
We welcome comments and feedback about the Computing facilities provided at Churchill, and aim to improve the facilities based on this feedback.