Frequently Asked Questions
Have a problem? More often than not, you can save yourself time by referring to this list of common issues and helping yourself.
About ASAP Computer Systems
What are your hours of operation?
I thought you are a 24/7 operation. What's with the hours?
I called but I get a voicemail box. Again, I thought you operate 24/7.
What is a "team hour" and how do I benefit?
Technical Assistance
Outlook and my email are not working correctly.
How often should I backup my data?
Nothing is working. Please help me.
Help me keep my computer free of spyware and viruses.
I have a power strip, why do I need a battery backup system (Ups)?
What are your hours of operation?
- Service hours: 7:30AM to 6:00PM EST, Monday through Friday, non-holidays (normal rates apply)
- Staffed office hours: 9:00AM to 5:00PM EST, Monday through Friday
- Off hours and holidays: All rates are 1.5 times our service rates unless a Partner Service Agreement is in arranged.
I thought you are a 24/7 operation. What's with the hours?
There are service technicians answering the phones 24/7. Critical systems are also monitored constantly, and technicians are notified of any potential hazard. Emergency services are offered 24 hours a day, 7 days a week, even all holidays. If you need us, we're there.
Just because the lights are out and the doors are locked does not mean the work stops. Often we perform intrusive services (such as wiring, server maintenance, etc.) off-hours so your operations are affected very minimally. Each technician is equipped to perform many support services from home, or even on the road.
I called, but I get a voicemail box. Again, I thought you operate 24/7.
This simply indicated that the technician on call is momentarily unavailable, or busy with another client. Your voicemail or email will be replied within an hour.
What is a "team hour" and how do I benefit?
Most service organizations bill out man-hours. That is, if 2 techs work on your project for 2 hours, you are billed for 4 hours (2 x 2 = 4).
ASAP Computer Systems bills in what we call "team hours" for tech related services.
If it takes a team of 2, 4, 10, or 100 techs 2 hours to solve your problem, you are billed for 2 hours. No catch.
Bottom line: You get more service for your buck.
Microsoft Outlook 2003: My Email doesn't work. Why can't I see my public folders?
In the lower right hand corner check for an icon that says "offline" or "disconnected" with a red box next to it. Right click on it and uncheck "work offline".
This should solve the problem. If it does not, you may want to contact your systems administrator to verify that your email server is infact working correctly.
Why can't I print? I send something to the printer but nothing is happening.
Click start-->settings-->printers and faxes. Look for the printer with a checkbox next to it. If it is not your usual printer, locate your normal printer from the list, right click it, and select "set as default". Try to print again, it should work.
If you are still not able to print, try turning the printer off and back on again. Sometimes printers can cease up in the middle of a job. Or get jammed with paper.
What is my IP address? I can't find it.
Click start --> run. In the open window type "cmd". (do not actually type the quotations) This will open a command window. Now type "ipconfig /all" (again, do not actually type the quotation marks). Look for your IP address under the connection. If you are on a wired connection it will be listed under "Ethernet Adapater". If you're on a wireless connection it will be listed under "wireless"
Finding your ip address will assist a computer technician with your connectivity issues.
I want to take a screenshot of my computer so I can show someone what the problem is. How do I do that?
If you wish to take a snapshot of your entire computer screen, simply have the windows shown that you want inside the screenshot and push the "print screen" button on your keyboard (this is usually located next to your scroll lock button on the top right hand corner of your computer). If you want to take a screenshot of just a particular window, hold down alt and then push print screen.
Next, either open an image editing program such as photoshop and paste the image onto the palette. Then save the image as a .jpg file and send it to your technician. If you do not have image editing software, paste the screenshot into a microsoft word file and send that instead.
How often should I backup my data?
If you are subscribed to ASAPCS's remote backup service, you need not worry, your data is backed up regularly. However if you are not storing your data on a server, you should back it up on some kind of media. Either CD, DVD, or flash drive (company policy permitting). Depending on how often the data is overwritten, back up accordingly.
We recommend you do it either daily or weekly depending on the sensitivity.
Nothing is working. Please help me.
When you find that your computer is not functioning the way it was before, you will most likely need to call us. Please have this information ready to help us with the problem:
- Exact Problem: What doesn't work? Hardware? Software?
- Operating System
- IP Address
- When you noticed the problem
Having this information ready will help both you and the technician solve the problem quickly.
How can I keep my computer safe from spyware and viruses?
Make sure you have some kind of virus protection. We recommend Symantec Antivirus. If you have none whatsoever you should use TrendMicro. It's a free, online spyware and virus removal utility and it works very well. It is also policy that we load Ad-aware and Pestpatrol for your protection.
Finally, make sure you are visiting Microsoft Update to make sure all of your software and operating systems are up to date against the latest threats.
I have a power strip, why do I need a battery backup system (Ups)?
It's recommened that you have some kind of surge protection/battery backup unit. We use APC uninteruptable power supply units at the ASAPCS facility and for our clients. APCs guard against both power surges and in the event of a power outage, give you enough time to shut down your computers safely to prevent damage.
I can't connect to the internet, the web, or my email. What do I do?
Wired network connection: First, verify that your networking cable is intact and that you have a link light (yellow and/or green lights near where the cable plugs in to your machine). If there is no link light, most likely you have a wiring problem and need to call the ASAPCS office for assistance.
Wireless network connection: Verify that your wireless network adapter is enabled and you are within range of a wireless network to which you are allowed. On notebook computers, there is often a button or switch that toggles the wireless adapter on and off. Verify that this is in its "on" state. Learn about wireless security or contact us.
If you do have a link light but still cannot get out to the web or check your email, call your Internet Service Provider to see if they are having an outage.
Try restarting your computer and networking equipment. Sometimes an IP address assigned by a modem can stop working. Still having trouble?
