Technical Support Guidelines

Scope of Support

Electronic Student Services provides technical support for specialized applications and general technical support for escalated support requests for offices in the Division of Student Development. If you are a resident student seeking help, please go to the ResNet Site.

Before You Call Tech Support

Reboot your computer

Rebooting your computer forces your computer to reload the operating system, restores stability and in many cases, will solve your problem. Test to see if your problem has been remedied by reloading the application.

Search the Web

The Web contains many helpful documents that can help you solve many common computer and application problems. Searching the Web can eve be helpful when you are unable to solve the problem on your own. Being able to tell the tech what you have tried helps to narrow the possibilities of what might be wrong.

Check the Help Desk FAQ

Believe it or not, someone else may have had the same problem you are experiencing! Answers to common problems can be found on the ASU TSS Answers Board

Document the Problem

If rebooting your system, searching the Web, and reading over the Help Desk FAQ has not helped to rectify the problem, the next step is to carefully document the problem. What series of actions causes the problem? Is the problem reproducible? Does the system respond with an error message? Having these facts at hand will greatly increase the probability that your problem will be solved quickly and efficiently. Be sure to write down any error messages - they really do help us determine what is wrong!

If you still need help: