[70022] in Hotline Meeting
Case 462912: network problems
daemon@ATHENA.MIT.EDU (aatechsupport@MIT.EDU)
Mon Nov 24 10:43:12 2003
From: aatechsupport@MIT.EDU
Date: Mon, 24 Nov 2003 10:42:16 -0500 (EST)
Message-ID: <32349431.1069688535360.JavaMail.root@sheep.mit.edu>
To: hotline@MIT.EDU, PSBROWN@MIT.EDU
Errors-To: cadm@MIT.EDU
Mime-Version: 1.0
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Pat is experienced Tech Support and has swapped cables etc.
Could someone from Hotline contact her and set up a time to visit printer.
regards
Bill Brids
[11/24/2003 10:42:15 bbrids Comment]
===========================================================
Please retain the case reference in the subject line for future replies associated with this case
Case History
==================
11/14/2003 16:02:57 daemon Email Received
Date: Fri, 14 Nov 2003 16:02:51 -0500
To: pc-help@MIT.EDU
From: "Olga V. Parkin" <toxop@MIT.EDU>
Cc: pbrown@MIT.EDU
Subject: network problems
I have had chronic problems with network connection for a HP printer.
NE47-295-167 is the drop location. I have had this printer to PC
repair twice and they cannot find anything wrong with it. I would
like the drop checked out - my IS person is Pat Brown
<pbrown@mit.edu> could provide you with more specific details
regarding this problem.
I also had network problems today on my computer - drop NE47-257-89 -
it seems to be working fine now though
--
Olga V. Parkin
Senior Administrative Assistant
Biological Engineering Division
Massachusetts Institute of Technology
77 Massachusetts Avenue, Room NE47-257
Cambridge, MA 02139
Phone: 617-324-7555
Fax: 617-324-7554
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
The future belongs to those who believe in the beauty of their
dreams. Eleanor Roosevelt.
11/14/2003 16:57:27 danjared Sent Email to Client
Hello,
I reviewed your email about your printer problem and need the following information:
1. The name of the printer
2. The IP address of the printer (although you gave the drop number)
3. The last time that the printer worked
4. Have you tried using a different Ethernet cable?
5. Whether you have tried connecting a computer--one which is known to work in the building--to the drop. If so, what kind of results did you get? If not, please try doing so. Also, if you are going to use a computer that has a wireless card, please disable the wireless card while using the computer to test the drop.
I am sending this to you (Olga Parkin) to keep you informed about the status and to Pat Brown so that he can aid in finding fixing this problem, per your request.
Regards,
Jared
11/14/2003 16:57:29 danjared Email Sent
(Through the web interface)
To: TOXOP@MIT.EDU,PBROWN@MIT.EDU
Cc:
Bcc: DANJARED@MIT.EDU
Subject: Case 462912: network problems
Contents: Last history entry only
11/17/2003 8:24:43 bbrids Comment
freezing as we await info
11/17/2003 8:24:45 bbrids Froze Case
to 4/4/04
11/21/2003 14:18:29 daemon Email Received
Date: Fri, 21 Nov 2003 14:12:19 -0500
To: <toxop@MIT.EDU>
From: "Computing Helpdesk" <computing-help@MIT.EDU>
Cc: "computing-help" <computing-help@MIT.EDU>, <pbrown@MIT.EDU>
Subject: Network printer problem, case 462912
Dear Olga,
You recently contacted the Helpdesk for a problem with a network printer in
NE47.
We asked for some more information to be able to troubleshoot a bit further
and we haven't heard from you
since. Now we are wondering if you still need our assistance in this matter
or that we can close the log.
Could you give us an update so we can follow up with you or close this case?
You can leave us a voicemail at x3-1102 or send email to
computing-help@mit.edu Please remember to include
your case number in the subject line of your email.
Thank you,
MIT Computing Help Desk
Mac Help mac-help@mit.edu 253-1101
PC Help pc-help@mit.edu 253-1102
Other Help computing-help@mit.edu 253-1101 or
253-1102
View or update your case at http://casetracker.mit.edu/ (requires
MITcertificates).
Important notice:
Be advised that new security flaws have been detected within the Microsoft
Operating Systems and we encourage you to go to
<http://windowsupdate.microsoft.com> to download and install the latest
security updates. Microsoft has established an ongoing policy of security
review on the Windows operating system and key products such as Office,
Windows Explorer and Microsoft Exchange. Over time, new flaws will be
discovered and patches will be released to repair these flaws. These flaws
can be used by hackers to gain access to clients mac
11/21/2003 14:42:00 daemon Removed Freeze Date
Case thawed.
11/21/2003 14:42:00 daemon Email Received
Date: Fri, 21 Nov 2003 14:41:54 -0500
To: "Computing Helpdesk" <computing-help@MIT.EDU>
From: "Olga V. Parkin" <toxop@MIT.EDU>
Cc:
Subject: Re: Network printer problem, case 462912
Dear HelpDesk,
I found your advice to be of no practical use whatsoever - I believe
there is a problem in this building - occasionally the wireless
network drop also malfunctions.
>Dear Olga,
>
>You recently contacted the Helpdesk for a problem with a network printer in
>NE47.
>We asked for some more information to be able to troubleshoot a bit further
>and we haven't heard from you
>since. Now we are wondering if you still need our assistance in this matter
>or that we can close the log.
>Could you give us an update so we can follow up with you or close this case?
>You can leave us a voicemail at x3-1102 or send email to
>computing-help@mit.edu Please remember to include
>your case number in the subject line of your email.
>
>Thank you,
>
>MIT Computing Help Desk
>Mac Help mac-help@mit.edu 253-1101
>PC Help pc-help@mit.edu 253-1102
>Other Help computing-help@mit.edu 253-1101 or
>253-1102
>
>View or update your case at http://casetracker.mit.edu/ (requires
>MITcertificates).
>
>Important notice:
>Be advised that new security flaws have been detected within the Microsoft
>Operating Systems and we encourage you to go to
><http://windowsupdate.microsoft.com> to download and install the latest
>security updates. Microsoft has established an ongoing policy of security
>review on the Windows operating system and key products such as Office,
>Windows Explorer and Microsoft Exchange. Over time, new flaws will be
>discovered and patches will be released to repair these flaws. These flaws
>can be used by hackers to gain access to clients mac
--
Olga V. Parkin
Senior Administrative Assistant
Biological Engineering Division
Massachusetts Institute of Technology
77 Massachusetts Avenue, Room NE47-257
Cambridge, MA 02139
Phone: 617-324-7555
Fax: 617-324-7554
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
The future belongs to those who believe in the beauty of their
dreams. Eleanor Roosevelt.
11/21/2003 15:48:29 bbrids Comment
Dear Olga:
I wanted to resend the case to you so that we may have the information needed to assist you with your printer. We apologize for any confusion that has occurred and we hope to help.
I have worked with Pat Brown in the past and will cc her on this correspondence as she maybe able to provide the information to get your network / printer issue resolved.
Thank you for your cooperation .
The information we need is the following-
The name of the printer
2. The IP address of the printer (although you gave the drop number)
3. The last time that the printer worked
4. Have you tried using a different Ethernet cable?
5. Whether you have tried connecting a computer--one which is known to work in the building--to the drop. If so, what kind of results did you get? If not, please try doing so. Also, if you are going to use a computer that has a wireless card, please disable the wireless card while using the computer to test the drop.
Respectfully,
Bill Brids
x3-1101
11/21/2003 15:48:32 bbrids Email Sent
(Through the web interface)
To: TOXOP@MIT.EDU
Cc: psbrown@mit.edu
Bcc: BBRIDS@MIT.EDU
Subject: Case 462912: network problems
Contents: Entire case history
11/21/2003 15:49:32 bbrids Froze Case
to 4/4/04
11/24/2003 10:17:53 goguen Talked to Client
Pat Brown called back askingto speak with Bill due to the number of questions involved in this case. I will relay to Bill that Pat Brown would like a call back from him.
11/24/2003 10:19:18 goguen Removed Freeze Date
11/24/2003 10:20:59 daemon Email Received
Date: Mon, 24 Nov 2003 10:20:41 -0500
To: bbrids@MIT.EDU
From: MIT Computing Helpdesk <computing-help@MIT.EDU>
Cc: computing-help@MIT.EDU
Subject: case # 462912
Hi, Bill. Pat Brown called back regarding case 462912. As much as I asked
to be able to help her, she really wants to speak with you. If you have a
chance, can you give her a call at x2-2072.
Thanks!
-Barbara
MIT Computing Help Desk
http//web.mit.edu/helpdesk
Important notice
Be advised that new security flaws have been detected within the Microsoft
Operating Systems and we encourage you to go to
http//windowsupdate.microsoft.com to download and install the latest
security updates. Microsoft has established an ongoing policy of security
review on the Windows operating system and key products such as Office,
Windows Explorer and Microsoft Exchange. Over time, new flaws will be
discovered and patches will be released to repair these flaws. These flaws
can be used by hackers to gain access to clients machines for malicious
purposes.
We therefore strongly encourage users to periodically check for updates at
http//windowsupdate.microsoft.com and http//officeupdate.microsoft.com to
download and install the latest security updates.
Mac Help mac-help@mit.edu 617-253-1101
PC Help pc-help@mit.edu 617-253-1102
Other Help computing-help@mit.edu 617-253-1101 or 253-1102
View or update your case at http//casetracker.mit.edu (requires MIT
certificates).
Quick answers to a number of common MIT-related computing questions
can be found at http//hdstock.mit.edu/stockanswers
11/24/2003 10:37:06 bbrids Talked to Client
client has swapped on good machines
cables swapped
Pat feels this is a hardware issue -
hena% hostinfo 18.125.1.187
Desired host: 18.125.1.187
Official name: DEDONPRINT.MIT.EDU.
Host address: 18.125.1.187
Host info: "HP/PRINTER"/"LPR"
athena%
11/24/2003 10:38:03 bbrids Comment
changed case ownership to tech support ..pat brown
11/24/2003 10:42:14 bbrids Comment
Pat is experienced Tech Support and has swapped cables etc.
Could someone from Hotline contact her and set up a time to visit printer.
regards
Bill Brids
11/24/2003 10:42:14 bbrids Other
Category changed from Hotline to AATech:Activites
