Skip Navigation
W
University of Washington
IT Connect
Connecting You to Information Technology at the UW

Nebula Users Home

Information for Nebula Clients

Maintaining Your Nebula Computer

IT Connect > Software and Hardware > Nebula > Maintaining

Buying and Supporting Nebula Computers

HP is the Current Preferred Vendor

Nebula recently switched to HP (from Dell) as our preferred computer vendor. Purchasing your computer through Nebula is a good idea for several reasons:

  1. Volume purchases allow us to offer very good prices.
  2. The Computer Maintenance Group on campus is licensed to do HP warranty repair work, allowing quick turn-around. CMG can also do Dell warranty repairs, as long as the computers are still under warranty.
  3. Dell has opened their database to our engineers, so we're able to extract information such as system configuration and warranty expiration dates, which we can then easily provide to our clients.
  4. We're able to reinstall the Nebula software suite quickly, because we manage a set of model-specific "images" or snapshots.

We are happy to help with ordering your computer, or you can order it yourself using e-Procurement. More details are found on the Ordering Computers in Nebula page.

Other Brands

There are times, however, where you may find another vendor more suitable to your needs. For example, notebooks are very personalized items, and so we respect your decision to buy something else. In these instances, the system's owner will necessarily be more involved if there are problems, since we won't have the type of extensive relationship with the vendor that we have developed with HP and Dell. Also, CMG has stated that they're unable to provide warranty assistance for these systems, even on a fee basis, as they are only currently licensed to provide warranty work for HP and Dell equipment.

You will need to order the equipment from the vendor yourself. We suggest that you get a 3 or 4 year warranty to ensure it is under warranty while it is on Nebula.

If you have a problem with your computer, Nebula Support may be able to fix it. If the problem involves reinstalling the Nebula software suite, the procedure usually takes couple of work days. Nebula maintains a library of up-to-date images for a few of the most common makes and models. For equipment not covered by an image, the software will have to be installed from scratch. If the problem seems hardware related or proves to be difficult to diagnose, you will probably have to contact the vendor yourself, since you will have all the information to prove warranty coverage and know the details of the problem. You might keep this additional support burden on your end in mind when you consider future purchases.

PC Maintenance and Performance

Recovering files and shortcuts

Check Your Recycle Bin

Anything you delete from your local hard drive should be in your Recycle Bin. Double-click to open it, select the files you want (either Click, then Shift-Click to select a list, or Ctrl-Click to select individual files), then use File - Restore to recover them.

Network Drives (I: and H:)

Anything you delete from a network location such as your H: or I:\groups drives cannot be restored except from a backup tape (it doesn't go to a Recycle bin). If you need a file restored, first check I:\snapshots to see if you can recover it yourself. If not, contact nebula@uw.edu and include the directory path, filename, and a date range from which an acceptable copy of the file could be recovered (last Thursday, anytime last week, etc.).

Supplies, Parts, Cleaning

The UW Bookstore carries many computer-related items, including cleaning supplies for monitors and keyboards, surge suppressors, hubs or switches, and printer supplies. Many office supply stores carry these items as well.

To clean your keyboard
  • Make sure your computer is turned off or the keyboard is unplugged from the computer before you work on your keyboard.
  • You can use compressed air to blow debris out of your keyboard, or turn it upside-down and shake it gently. Do not disassemble it.
  • Cleaning materials such as pads or swabs that contain a cleaning liquid can be used on the keys and upper surface.

Printing

Troubleshooting

Techniques for solving printer problems
  1. StepsActions
  2. Reboot your computer. This generally solves most printing problems.
  3. If it's not printing, or you're getting a message about the Fax printer, change your default printer:
    Start - Settings - Printers/Faxes.
    Right-click the printer you want, and then select (left-click) Set as Default.
  4. Check and make sure all connections going to and coming from the printer are firmly in place.
  5. Check that the printer is on-line:
    • Start - Settings - Printers, right-click the printer.
    • If there isn't a checkmark by "Set as Default", left-click that option to select it.
  6. Using the control panel on the printer or the printer management program, print a test page. If the test page prints and the application you are using doesn't, you probably will need to contact the application's vendor for support.
  7. Turn off your printer for 10 seconds and turn it back on. Make a note of any error messages or flashing lights when the printer is turned back on.
  8. If your printer is connected directly to another computer, try rebooting that computer. If your printer is connected to a JetDirect box, try unplugging the JetDirect box for 10 seconds.
  9. As a last resort, you can try uninstalling and then re-installing your printer.

Installing and Uninstalling Printers

Depending on which operating system you are running, you may be able to skip some steps. For example, in Windows 7 you click on the Globe and there is a Printers option displayed; you don't have to go through Settings.

Uninstalling printer
  1. StepsActions
  2. Start/Globe - (Settings) - Printers/faxes, right-click the Printer
  3. Select (left-click) Delete; say Yes to delete related files, if asked.
Installing a networked printer
  1. StepsActions
  2. Start/Globe - (Settings) - Printers/faxes
  3. Add a Printer
  4. Local printer; if there's an Auto-detect box, uncheck it.
  5. Select Create new port, and pick TCP/IP from drop-down list
    • If you are re-installing a printer using the same IP address, choose "Use the following port" and then pick the IP address from the drop-down list.
  6. Win7: select TCP/IP as device type. Type in printer name or IP address
  7. If prompted, select manufacturer and then model from the available lists
  8. You can either keep the suggested printer name or put in something that makes sense to you.
  9. It's suggested that you print a test page.

If the printer is directly connected to your computer, you can usually uninstall it and then restart your computer, and Windows XP will auto-install it. To install a printer connected to someone else's workstation, or if these steps don't work or seem formidable, please contact nebula@uw.edu. Include the results of any of the steps that you did and, if possible, the name of the printer. If you are requesting repair work (printer is jamming, additional memory), please include a budget number, and the name and phone number of your budget coordinator.

Printing a test page

These instructions will let you print a test page for most printers:

  1. StepsActions
  2. Start - Settings - Printer
  3. Right-click the printer name, left-click Properties
  4. Click on the Print Test Page button.
Getting the name of the printer

A printer can have up to three names:

  1. The name by which it can be found on the network;
  2. The IP address assigned to it;
  3. A nickname assigned to it by its owner.

To install a printer, you must know either (1) or (2) above. If someone else has the printer installed, you can find the needed information on their computer:

To find the network name:
  1. Start - Settings - Printer
  2. Right-click the printer name, left-click Properties
  3. The name is displayed next to the picture of the printer.
To find the IP address:
  1. Start with the first three steps, above.
  2. Click the Ports tab, and widen the first column, Port, to display the IP addresses of the printers.

Monitor and Display Troubleshooting

Screen resolution

To change your screen resolution:

  • Right-click the desktop and choose Properties.
  • Choose Settings, and drag the slider bar to the right. Many people find that 1024x768 is comfortable.
Text too small

Try one or more of the following:

  • To make everything bigger (decrease the resolution):
    • Right-click in an empty area of the desktop, and left-click on Properties.
    • Click the Settings tab, and drag the slider bar under "Screen Area" to the left (towards "less"), and click Apply.
  • To just enlarge the text beneath your icons on the desktop:
    • Right-click in an empty area of the desktop, and left-click on Properties.
    • Click on the Settings tab, then the Advanced button, and choose Large Fonts from the Font Size drop down list. Click OK.
  • For just IE, use View -> Text Size to select a larger display text.
  • For some serious enlargement help, use Start -> Programs -> Accessories -> Magnifier. It takes the top inch or two of the screen, and shows a larger image of whatever your cursor is moving over. There's also an Accessibility Wizard in the same location.

Computer Virus Disinfection in Nebula

What is a virus, and how does it spread?

There is some excellent information at the Every Computer Needs Management page. A virus's most common "vector of infection" is via an email attachment. Viruses rely on a user to spread: opening the infected attachment actually runs the virus program. The virus then sends itself to other computers (usually by emailing itself to any email addresses found on the host computer). It can also:

  • Disable any antivirus software that's running.
  • Damage and delete files on the available drives of the host computer.
  • Send information to web servers or install software to distribute other files (including copyrighted material). Often, this behavior can overwhelm computer networks.
  • Record keystrokes or steal sensitive data such as passwords.

This behavior is different from a worm, which can spread itself across a computer network, or a trojan , which is used to break into a host computer.

Removing Viruses

Most viruses can be detected and removed using virus detection software such as Sophos. In Nebula, we configure this package to be loaded at startup and watch for any signs of viruses. If Sophos detects a virus in a file you're working with, it will notify you and give you some basic instructions on what to do next. If you get an infection that Sophos cannot fix, instructions below.

Clean-up Procedure
  1. StepsActions
  2. Shut down your machine, then start it up and log in; this ensures you have the latest virus update files on your system.
  3. Choose Start -> Programs -> Sophos -> Sophos Endpoint Security and Control.
  4. In the box labeled "Scan in", make sure the drive you wish to search for viruses is selected, typically C:. If it isn't, click "Browse" and choose the right drive (and folder, if desired). Do not scan the I:\groups or H: drives; they are scanned regularly by the engineers.
  5. Note that the "Include subfolders" checkbox should be selected, so Viruscan looks through all subdirectories of the location you've chosen.
  6. Note also that by default only program files are scanned; this includes Word and Excel document files. If you wish to scan all files, click the "All files" radio button.
  7. Click "Scan Now" to start the search.
  8. If a virus is found, click on the file name and choose Clean Infected Files.
  9. If Viruscan reports that it cannot clean a file, close the box and restart your computer. Then repeat the scan. If Viruscan repeats the report, contact Nebula Support. If possible, use the Nebula Support icon on your desktop; this will include other information about your system that may help to solve the problem.
  10. Remember, don't respond to an email telling you that you have a virus. It's either a hoax (in which case you just get more spam now that they know your address is valid), or a response to an infected message that only looks like it came from you--the latest viruses disguise their "From" addresses.

If you get a virus, do not forget to notify the person who gave or sent you the file containing the infection, by telephone preferrably, so they can get rid of it on their computer, too.

Please send email to nebula@uw.edu if you have questions about whether a virus has been removed, or you are unable to clean a file which is labeled infected by the anti-virus software.

Reporting a Problem

You can report problems by sending email to nebula@uw.edu or calling 206-221-5000.

Including the information below when reporting a problem will enable Nebula Support to troubleshoot the problem more quickly.

Basic troubleshooting reports should include:

Thank you!

Repairs, Spares, and Warranty Work

You have two options when you have a computer problem:

Spares

Some departments choose to keep a Nebula spare computer on hand. This computer is left powered up and connected to the network but doesn't need a monitor, keyboard or mouse. It's available immediately as a spare and can be configured with the software you need to keep your staff working. This computer is subject to the monthly rate for the Nebula Managed Desktop Service.

Nebula maintains several spare machines in both the UW Tower and at the CMG location in the Bowman Building. These spares are available as replacements for equipment being worked on by either the Nebula team or CMG. A spare can be delivered to you, or you can arrange to pick one up. If you choose to pick up a spare, please use the Nebula Support Request icon from that computer after setting it up to request administrative permissions as needed.

Repair Rates

Warranty Repair Costs

Dell and HP reimburse for only a fraction of the full cost of repair, so CMG will need to charge the difference when they repair computers under warranty. To control these costs, you can use the Self-Service method described below to handle a hardware problem.

Full-Service: Nebula Managed Desktop Service Manages the Work

Nebula can manage your entire computer repair experience for you. The total cost will depend on the following:

If you need on-site help, you will be billed for any time spent at your site, including travel time, as well as any rebuild time. (Sometimes this can add up to one-third of the cost of a new computer.) To manage your costs, you can transport your broken computer and/or spare. Your Nebula support person is happy to discuss the details with you.

Where possible, your computer problems will be handled by Nebula. If the problem appears to be hardware-related, Nebula will pass it along to the Computer Maintenance Group (CMG) which is certified to do warranty repair work for Dell and HP.

Self-Service: You Manage the Process

Below are listed some of the steps involved in handling your own repairs. First, try to determine which situation you are in:

It's hardware
  • Your computer is making weird noises.
  • Your computer won't start.
  • Your printer is jamming.
It's software
  • Your application doesn't open, or gives an error message.
  • An error message is displaying somewhere on your screen.
It's not clear
  • Your computer is showing the Blue Screen of Death (BSOD).
  • Your monitor is blank.
  • Your computer keeps rebooting.

If it's hardware:

  1. Determine whether your system is covered by a warranty:
    Dell
    • Find your service tag, an alphanumeric label less than 10 characters long. This is often part of your computer's name; it also appears on a tag on the side or back of your system
    • Determine the warranty status on the Dell site
    HP
    • Find your serial number, printed on the hardware on a small tag:
    • Determine the warranty status on the HP site
      • Please note that the default warranty for HP laptops is depot warranty, which means the laptop must be sent to an authorized HP warranty repair facility.
      • The Computer Maintenance Group is authorized to repair HP equipment so they can provide on-site repair services; however there may be some additional charges to cover all CMG's costs.
  2. If still under warranty:

    Contact the vendor. Call when you are in front of the problem computer. You will work with the vendor's representative to verify the problem before they send out a technician with a replacement part. All Dell or HP computers purchased through Nebula include Next Business Day service.

  3. If out of warranty:

    Request assistance from the Computer Maintenance Group using the form on this page:

    http://uw.edu/itconnect/cmg

    CMG is certified to do warranty repair work for Dell, HP and other manufacturers. CMG is located at the Bowman Building at 4625 Union Bay Place NE, and they have daily office hours during which you can drop off or pick up equipment, including a Nebula spare, if one is available.

If it's software:

If it's unclear:

In either of the last two cases, you always have the option of emailing Nebula (nebula@uw.edu) for assistance.

Reviewed 2/8/12 | News Feed | News Archive | About IT Connect
UW Information Technology