Level 1 Tickets: (choose two)

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Hudson Fisher Associates Help Desk
Course Resource

Level 1 Tickets: (choose two)

Instructions

Click the ticket numbers on the left to review the

tickets in the queue. For your project, apply the

CompTIA 6-Step Troubleshooting Process to two of

these Level 1 tickets.

Ticket 1001 Subject: My Printer Ink Is Smearing!

Assignee: Open

Raised by: Bill Yoshida, Accounting, 12 min ago
Category: Printing/Peripherals
Priority: Med

Message:

I just tried to print an important color document—the

marketing budget proposal supporting the new

designs to debut just prior to the Oscars in Los

Angeles. It keeps smearing, and I have blue toner all

over my hands!

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 1002 Subject: Mouse not Working

Assignee: Open

Raised by: Irene Fredericks, Human Resources, 10 min

ago

Category: Mouse?peripherals

Priorty: Med

Message:

My mouse has stopped working. I checked the

Windows device manager, and the mouse entry is not

there. I need my mouse!

Ticket 1003 Subject: Black Computer Screen

Assignee: Open

Raised by: Todd Schneider, Payroll, 05 min ago

Category: Video issue

Priority: Med

Message:

My computer screen is black. I turned the computer

off and on and the lights are on the front PC, but that

did not resolve the issue.

Ticket 1004 Subject: Network Connectivity Issues

Assignee: Open

Raised by: Beverly Rizzo-Day, Brand Strategy, 01 min

ago

Category: Connectivity issue

Priority: Med

Message:

You asked me to look at the back of my computer.

There is not a blinking light on the back of the PC

where the networking cable is plugged into. Can you

help me with my network connectivity issues?

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 1005 Subject: Google Is Missing

Assignee: Open

Raised by: Florence Costa, Logistics, 10 min ago

Category: Printing/Peripherals

Priority: Med

Message:

I am working from home and can’t reach

www.google.com (http://www.google.com/) to

research shipping quotes.

Follow-Up From Help Desk Associate Jen:

I had the user open a CMD window and issue the

command tracert www.google.com. This is the result:

Source: Microsoft

And we know the 175.137.110.30 IP address is the

ISP’s default gateway. What do you suggest?

http://www.google.com/

6/24/2021 Hudson Fisher Associates Help Desk

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Source: Microsoft

Level 2 Tickets: (choose two)

Instructions

Click the ticket numbers on the left to review the

tickets in the queue. For your project, apply the

CompTIA 6-Step Troubleshooting Process to two of

these Level 2 tickets.

6/24/2021 Hudson Fisher Associates Help Desk

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2215/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=580821 5/14

Ticket 2001 Subject: Computer Is Slow

Assignee: Open

Raised by: Camelia Diaz, Merchandising, 28 min ago

Category: Computer Slow

Priority: Med

Message:

I’m using my home registered work computer. It is

acting sluggish. Can someone remote

into my machine?

Follow-up from Help Desk Associate Jen:

I pulled up the Windows task manager to review

system resources (refer to image below). I’m not

sure what the potential root cause is. What is your

assessment and recommendation?

Source: Microsoft

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 2002 Subject: Dell Machine Making Clicking

Sounds, not Connecting to Windows Desktop

Assignee: Open

Raised by: Juan Delarosa, Human Resources, 11 min

ago

Category: Booting Issue

Priority: Med

Message:

My Dell OptiPlex 9020 Mini Tower will not go to the

Windows desktop. I heard a series of audible sounds,

like Morse code?!? I think the pattern is one, followed

by three, then two. What does that mean?

Ticket 2003 Subject: Printer Leaving Streaks on Page

Assignee: Open

Raised by: Gianna Bianchi, Talent Development, 17

min ago

Category: Printer Issue

Priority: Med

Message:

Every time I print, there is an ugly vertical streak

down the page. I have to provide printed instructions

to the 125 models who will walk the runway in the

upcoming Settimana della moda (Milan Spring Fashion

Week) in a few hours! HELP!!!!

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 2004 Subject: Adobe Illustrator Throwing

Errors

Assignee: Open

Raised by: Tamara Bisset, Creative Director, 04 min

ago

Category: Software Issue

Priority: High

Message:

Several of my designers using Adobe’s Illustrator

application are experiencing the software running

slowly, and at times, error messages appear, like the

one below:

Source: Adobe

Follow-Up from Help Desk Associate Jen:

I’ve reviewed the machine’s device manager to

determine the hardware configuration (see image

below).

I looked up the requirements for Adobe Illustrator.

Minimum requirements are. Intel I5 processor, 4 GB

RAM, NVIDIA GeForce 970.

6/24/2021 Hudson Fisher Associates Help Desk

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Source: Microsoft

Ticket 2005 Subject: Can’t Connect to Online Shared

Drive

Assignee: Open

Raised by: Blake Chaudhary, Sales Inventory Analyst

Category: Network Connectivity Issue

Priority: High

Message:

I need to access my sales projections on the shared

drive. I could access them yesterday afternoon, no

problem. My boss is really leaning on me to get those

figures in and he needs access right away.

Follow-Up from Help Desk Associate Jen:

When I had Blake do an IPCONFIG for me, he read his

IP address as 169.254.2.8. The network address for

his unit is 10.20.30.x. I am not sure why it is

different. What do you think is going on?

Level 3 Tickets: (choose two)

6/24/2021 Hudson Fisher Associates Help Desk

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Instructions

Click the ticket numbers on the left to review the

tickets in the queue. For your project, apply the

CompTIA 6-Step Troubleshooting Process to two of

these Level 2 tickets.

6/24/2021 Hudson Fisher Associates Help Desk

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2215/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=580821 10/14

Ticket 3001 Subject: No Internet Connection

Assignee: Open

Raised by: Michelle Silva, Brand Strategist

Category: Network Infrastructure

Priority: Med

Message:

I can’t reach the site www.pinterest.com on my

machine. My colleague in the next office said he also

cannot access the internet using Firefox. I know some

network guys installed a new wireless router in the

office last night as I spoke to them when I was

leaving. Could that have something to do with it?

Follow-Up from Help Desk Associate Jen:

I looked up the new wireless router networking

settings I am displaying below. Do you know what is

wrong?

Source: Microsoft

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 3002 Subject: Green Sad Face?

Assignee: Open

Raised by: Alejandro Luiz, Window Stylist

Category: Computer Crashing

Priority: Med

Message:

I was trying to share my digital mock-ups with

Gabrielle, my supervisor. Now my computer screen is

all green with a sad face. It says something about

“critical process died.”

I took this picture of it with my phone: Please help. I

have a deadline of 5 p.m. today.

Source: Microsoft

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 3003 Subject: Frozen Computer

Assignee: Open

Raised by: Bettina Müller, Fashion Design

Category: Computer Crashing

Priority: Med

Message:

My computer is totally frozen. All I see is an error

message that says, “controller has failed.”

I have a short deadline to pitch for a new line of bags

to be show at the Fashion Goods and Accessories

Exposition in Osaka.

I tried rebooting my machine, but the problem comes

back after a few minutes. I have an OptiPlex GX240.

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 3004 Subject: Computer Is Slow

Assignee: Open

Raised by: Kory Novak, Brand Manager

Category: Computer Slow

Priority: Med

Message:

My computer is taking a really long time to save files.

Sometimes I see a read-only error, and some

applications are freezing. Everything is running slow.

Follow-Up from Help Desk Associate Jen:

When I was remoted into Kory’s desktop, I was able

to take this screenshot from Task Manager.

Here’s a screenshot of the error dialog I’m seeing:

Source: Microsoft

6/24/2021 Hudson Fisher Associates Help Desk

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Ticket 3005 Subject: Restart/Update Loop

Assignee: Open

Raised by: Marci Wallace, Buyer, Tokyo Office

Category: Windows Update

Priority: High

Message:

When I turned on my PC at the office today, it started

to boot, and then started doing a Windows 10

update. But it keeps trying to reboot and update. It is

on the sixth try and still won’t boot up; it’s just the

same Windows update install over and over. What

should I do?

Follow-Up from Help Desk Associate Jen:

Windows update is not completing, sending Marci’s

PC into an endless loop.

From my experience, there can be several underlying

issues that may cause Windows Update to fail. You

may need to try several different things to resolve the

issue. I recommend consulting Microsoft’s knowledge

base.

https://www.support.com/how-to/how-to-fix-a-

windows-pc-that-keeps-rebooting-12992

(https://www.support.com/how-to/how-to-fix-a-

windows-pc-that-keeps-rebooting-12992)

https://www.support.com/how-to/how-to-fix-a-windows-pc-that-keeps-rebooting-12992