Most troubleshoot tickets can be resolved by connecting remotely to your computer.  Computers that were previously setup by IT should have a remote service to log into your computer.  But in some cases, it was not initially setup.  For us to efficiently diagnose the issue you're experiencing, you may need to provide us a reference to connect to your computer.  Here are the two important bits of information that we may need before submitting a ticket.  

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1.  Computer name


a.  To check for the computer name in Windows 7, you would want to click on the "Start" button on your taskbar.  




b.  Right click on "Computer" and select "Properties"



c.  Your computer name should be in where the red box is in the image below.  This is the information that you want to provide to IT.



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I.  For Windows 8 users, you want to right click the "Windows" logo button on the bottom left of your desktop and select "System"



II.  Your computer name should be in where the red box is in the image below.  This is the information that you want to provide to IT.



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2.  IP address, for both Windows 7 or 8


a.  All you have to do is click on the Windows or Start button.  Type in "cmd" and hit enter.



b.  A black box (Command prompt) will appear.  You will just need to type in "ipconfig" and hit enter



c.  Once that process is done, the information you would want to provide the IT department, is the one in the red box below


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Once you've provided both the computer name and IP address, we will be able to connect to your computer and attempt to troubleshoot the problem you were having.  Afterwards we should be able to establish a connection with your computer for any future problems also!  


If you are still having trouble, there is an alternative way!  When submitting a ticket at helpdesk@eastbaygoodwill.org, give us a phone number to reach you at and the best time to call.  We'll try our best to work with your schedule with ours.  There are other steps we can proceed with to setup remotely but it involves you there with your computer!


Contact me at ango@eastbaygoodwill.org if you have any suggestions to this FAQ sheet.  Thanks!