Trouble Reporting Procedures

Please review the problem resolutions suggested below.

Connectivity Issues:

1. Reboot your system to make sure no other programs are running.
2. Try connecting to the administrative system again
3. If you have just changed your Novell password but not your AS/400 password use your old password to connect to the AS/400. Then go to the Common Options Menu (87) and change your password with option 93.
4. Reboot your system again and re-try connecting to the AS/400.
5. If you do not have access to the file share for your office, you will need to map a drive to the file share for your office.
6. For assistance with the above or other connectivity problems, please call extention 5493.

TEAMMATE Help

1. First look at the TEAMMATE Users Guide , Teammate Reference Manual , or Teammate Advanced Manual and learn how to help yourself.
2. Write a complete explanation of the assistance you need including purpose of your task, selection criteria, report or merge requirements, and what you have tried. Email your explanation to dfaraca@carthage.edu
3. Call extension 5493 for assistance, after you have done steps 1 and 2 above..

Module Help

1. Send an email detailing what you are trying to accomplish to dfaraca@carthage.edu including the following:

• Menu and option you are trying to run
• Explanation of exactly what you are trying to accomplish
• Any messages that you are receiving
• The results of running the option if it ran and how it is not what you expected.
• Any previous difficulties with the same procedure

2. Call extension 5493 after you have done the above or if your question is a very simple request that could be handled immediately over the phone if the support person is available.

Using MS Office with TEAMMATE

Mail merge procedures

1. Create a Selection Specification that includes the people you want to mail to or create a list of data for.
2. Create a Merge Specification that includes all of the data you want to use in your mailing or data list.
3. Run the merge on the AS/400. Your data will be created in the file share for your office and also in the CARTMFIL library.
4. Create your Word Document and attach the file created in the Mailmerge Wizard. See Microsoft Mail Merge Tutorial for help in constructing your merge document.
5. Print to a local or network printer.

Printing using a network connected printer

1. Reboot your machine and log into the Novell network again.
2. Go to Start -> Printers and Faxes -> then find the printer you are trying to print to
3. Right click on the printer
4. Select Properties
5. Left click on the printer definition. Left click on the Print Test Page button. This should provide a test printout.
6. If you do not receive a printout, contact the Computer Center Helpdesk at extension 5950.

Printing using a network printer to print from the administration system (AS/400).

1. Follow the directions under Printing using a network connected printer first.
2. Start the AS/400 connection and log on.
3. Go to the Common Options page by entering 89, Enter.
4. Select Option 1, Display Print Spool.
5. Select any 1 page printout (including QPJOBLOG prints) with a 2 (change).
6. On the line "Printer....................." enter the name of your printer session. To find the name of your printer session open the printer session and look at the top of the box with the "Ready" light. You will see "CARTHAG1/ and the name of your printer session. Enter that name on the line after "Printer..........." If you receive a printout your problem is fixed. If not, continue.
7. On the Display Print Spool screen select the printout from above and enter a 9 under Opt.
8. Enter a 2 before the message "This file is not associated with a started printer".
9. Enter your printer session name, same as done above and press Enter.
10. If you do not obtain a printout, look on the Display Print Spool screen for "MSGW" in the Sts column. If you see "MSGW" enter a 7 under Opt on that line and press enter. Read the screen and answer the question as directed.
11. If you still do not obtain a printout, contact Administrative Services as extension 5493 for assistance.

If your problem is not resolved.
email dfaraca@carthage.edu or call extension 5493 with the following information:

1. Who you are
2. Where you are located
3. What machine you are working on
4. A specific description of the problem being experienced
5. When the problem needs to be resolved by
6. What priority the problem should be assigned.
7. Any other information that would help in resolving your problem

Your request for assistance will be entered into the HelpTrac system for assignment and tracking purposes.