Overview
If a hardware component is not functioning correctly you can perform some basic troubleshooting which will often resolve the issue.
Contact the Help Desk for troubleshooting guidance & support if you have a device that is not functioning correctly:
- 804-287-6400
- helpdesk@richmond.edu
- self-service at https://spidertechnet.richmond.edu
- In-person at Jepson Hall G24
Details / Instructions
Laptop Computers
If your laptop computer does not power on (no lights turn on, no fan noise, no sounds) or powers on (lights turn on, internal fan make noise) but there is no image on the laptop screen you can try the following troubleshooting steps:
- Confirm the power cord is connected from the wall to the laptop. Many laptop power cords contain a "brick", one section of the power cord extends from the brick to a power outlet, another section of cord extends from the brick to the computer, check that everything is connected.
- Confirm the power source is working by connecting a different device to the same outlet.
- If you are using a power strip, surge protector, uninterruptable power supply (UPS), or other multi-outlet device, confirm it has power and that the outlet itself isn't the issue, individual outlets can fail while the other outlets continue working normally.
- Rule out the outlet as the culprit by connecting the laptop power cord to a different outlet.
- Remove the laptop from the docking station (if you are using one).
- Unplug the power cord from the laptop.
- Disconnect the battery if it is removable.
- Check the bottom of the laptop for a small hole that does not have a screw in it, insert a paperclip into this hole to press a "reset" button for ~30 seconds then release the button.
- Press and hold the power button on the laptop for ~30 seconds and then let go.
- Reconnect battery, power cord, docking station, then press/release power button to turn the computer on.
- Contact Help Desk for support.
Desktop Computers
If your desktop computer does not power on (no lights turn on, no fan noise, no sounds), you can try the following troubleshooting steps:
- Confirm the power cord is connected from the wall to the computer. Some desktop computer power cords include a "brick", one section of the power cord extends from the brick to a power outlet, another section of cord extends from the brick to the computer, check that everything is connected.
- Confirm the power source is working by connecting a different device to the same outlet.
- If you are using a power strip, surge protector, uninterruptable power supply (UPS), or other multi-outlet device, confirm it has power and that the outlet itself isn't the issue, individual outlets can fail while the other outlets continue working normally.
- Rule out the outlet as the culprit by connecting the desktop computer power cord to a different outlet.
- Contact Help Desk for support.
Monitors (Computer Screen)
If your computer screen (monitor) does not power on, you can try the following troubleshooting steps:
- Confirm the power cord is connected from the wall to the monitor. Some monitor power cords include a "brick", one section of the power cord extends from the brick to a power outlet, another section of cord extends from the brick to the monitor, check that everything is connected.
- Check the back of the monitor for a red button (Lenovo Monitors), press this button for 30 seconds and release.
- Unplug / Re-plug all cord ends (monitor, brick, and outlet).
- Confirm the power source is working by connecting a different device to the same outlet.
- If you are using a power strip, surge protector, uninterruptable power supply (UPS), or other multi-outlet device, confirm it has power and that the outlet itself isn't the issue, individual outlets can fail while the other outlets continue working normally.
- Rule out the outlet as the culprit by connecting the monitor power cord to a different outlet.
- Contact Help Desk for support.
If your computer screen (monitor) has power but there is no signal / no display that means that the monitor is working but it is not detecting a computer connected to it, you can try the following troubleshooting steps:
- Confirm the computer is turned on.
- Restart the computer if it is already turned on. You will need to press/hold the power button on the computer for 15-20 seconds to turn it off if you cannot see anything on the screen. Pressing the power button and letting go quickly may put the computer into standby or hibernate instead of restarting.
- Check the back of the monitor for a red button (Lenovo Monitors), press this button for 30 seconds and release. (See the example image above in prior section).
- Unplug the computer from the docking station (if you are not using a docking station you can ignore this step as well as Steps 4 & 5).
- Turn the docking station off.
- Unplug the docking station from power from power for 30 seconds.
- Unplug the power cord to the affected monitor for 30 seconds.
- Plug everything back in & turn everything back on to see if the problem is resolved.
- Contact Help Desk for support.
Printers
If multiple people cannot print to the same printer, you can try the following troubleshooting steps:
- Check the printer for errors or alerts that can be resolved (low toner, no paper, or a paper jam for example).
- Power cycle the printer (turn it off, unplug the power cord for 30+ seconds, plug it back in and turn it back on).
- Wait a few minutes and try to print.
- Contact Help Desk for support.
If you are unable to print to a network printer that is working normally for others, you can try the following troubleshooting steps:
- Restart your computer.
- If you are using the wireless network on your computer, confirm that you are connected to "urwin".
- Uninstall & reinstall the printer (see the printer install directions below)
- Contact Help Desk for support.
If you are using a local printer (a printer that is in your immediate workspace, connected to your computer with a USB cable) that is not working, you can try the following troubleshooting steps:
- Check the printer for errors or alerts that can be resolved (low toner, no paper, or paper jam for example).
- Confirm that the USB cable is connected from the printer to the computer.
- Try a different USB port on the computer.
- If the printer is connected to your docking station, unplug the USB cable from the docking station and plug it in to your computer directly.
- Power cycle the printer (turn it off, unplug the power cord for 30+ seconds, plug it back in and turn it back on).
- Restart your computer.
- Contact Help Desk for support.
Peripherals (Keyboard, Mouse, USB Devices)
Peripherals are devices used to interact with a computer that aren't considered core components, generally these will be USB devices. If you have a peripheral device such as a mouse, keyboard, webcam, document scanner, etc, that is not functioning correctly you can try the following troubleshooting steps:
- Restart the computer.
- Unplug the affected device and plug it back in.
- Plug the device into a different USB port.
- If your device is wireless / bluetooth, make sure the wireless or bluetooth dongle is connected to a usb port.
- If your device is wireless / bluetooth, replace the batteries with fresh ones.
- If you are using a docking station, unplug the affected device from the docking station and connect it directly to the computer.
- Install any available drivers for your system, Lenovo computers include a tool called System Update that does this automatically: https://spidertechnet.richmond.edu/TDClient/1955/Portal/KB/ArticleDet?ID=104650 (opens in new window). If you are using a personal computer from a different manufacturer, there may be something similar installed on your system to update drivers or you can visit the manufacturers website for driver updates.
- Check for driver updates for the specific device itself, you can often find driver updates for specific devices at the manufacturer's website. Webcams, printers, and document scanners often have drivers that need to be downloaded & installed for the device to function with the computer.
- Contact Help Desk for support.
External Storage (Flash Drives / External Hard Drives)
Flash drives and external hard drives are portable storage devices that can be used to backup, store, and transfer data. If you have a flash drive or external hard drive that is not functioning you can try the following troubleshooting steps:
- Unplug the device from the computer and plug it back in.
- Plug the device into a different USB port.
- Plug the device into a different computer.
- Confirm the flash drive or external hard drive is used on the same operating system. In general, a Mac computer will not recognize a flash drive or external hard drive that was used by a Windows computer for example as they have incompatible file systems.
- Contact Help Desk for support.
Note: If your external hard drive is making unusual noises such as clunking, groaning, high pitched whirring, beeping, clicking, etc, immediately disconnect power to the device to prevent further damage to the device and the data.
See Also
Windows 10/11: How to install a printer
Mac OS: How to install a printer
Install and Print to Public Printers on Windows (Students/Faculty/Staff)
Install and Print to Public Printers on Mac (Students/Faculty/Staff)