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Technology Manual

-Important Information-

Allison is the Lead for Technology. Reach out to her with any technical questions and issues. 

Please do not submit your own ticket or stop any of the techs in our space to ask questions or give them orders. Direct the technicians to Allison so that she gets all the information directly from them. 

General Issues

Troubleshooting computer issues (the basics):
  1. Try a different browser.
  2. Turn off the computer and let it sit for 30 seconds.
  3. Make sure all the cables are properly plugged in. Unplug the power cable and plug it back in.
  4. Anything beyond your skills requires contact Mikha Mitchell who will try to resolve the problem or submit a ticket to be submitted to OTS. In the absence of Mikha, report it to your supervisor.
Log In Issues
  1. Make sure the patron is using their username and password. NOT their student/staff ID number. It does not work on campus.
  2. If the patron does not know the username, take them to the ADA computer at the service desk.
    1. Go to my.lonestar.edu
    2. Click on Get Username
    3. Follow the directions
  3. If the patron tried logging in three times or more, they are locked out of their account. 
    1. Wait 15 minutes.
    2. Reset password. 
      1. Take the student to the ADA service desk computer.
      2. Go to my.lonestar.edu
      3. Click on Reset Password
      4. Follow the directions
  4. If that does not work, call the OTS Service Desk: 832-813-6600

If you find that a computer keeps spinning without logging into the patron’s account follow the below steps:

  1. Hit: ctrl + alt + delete
  2. Task Manager should pop up
  3. Hit cancel
  4. This will reboot the setup.

Problem: A page will not load on the browser.

Solution:

  1. Check that the pop-up blocker is disabled.
  2. Clear cache/browsing data from the browser. 
  3. Try another browser.
  4. Check the internet connection.

Please email Mikha (mikha.mitchell@lonestar.edu) any technology-related issues. She will submit the ticket and follow up with OTS. 

In emergency situations, submit computer-related tickets.

  1. Log into myLoneStar.

     
  2. Click on the Tech Help button.

     
  3. Fill out the form. Make sure to edit the location and contact information.

     
  4. Submit.
  5. Follow up on the ticket to make sure the issue has been resolved. If it hasn't, notify OTS to reactivate the ticket and keep the "out of order" sign up.

 

Note: Include the following statement to the ticket information: “Add Mikha.Mitchell@lonestar.edu to the watch list.” This statement tells the OTS team to include the generic email account to all future communication about the issue. It will allow us all to know what problems have taken place and when the issue is resolved.

Maintenance Windows


General updates will be pushed nightly, at around 10:00 pm. Log Off the computers, but do not turn them off so that the updates can be pushed through without interrupting morning routines.


(Taken from the Office of Technology Services intranet page.)

System iStar Weekly Maintenance Windows
Every Tuesday & Thursday from 10 p.m. - 11:55 p.m.
Every Weekend from 11 p.m. Saturday night until 12 p.m. noon on Sunday

NOTE: Various technology services may be impacted during these maintenance windows without prior warning. However, impact to any major (Tier 1) services such as iStar and myLoneStar availability, network/Internet connections, phones and email will be communicated ahead of time.

LSC-Kingwood Library | Ask Us: Kingwood.Library@LoneStar.edu | Reference: 281.312.1693 | Circulation: 281.312.1691 | LIB 100, 20000 Kingwood Drive, Kingwood, TX 77339