Before
Calling Tech Support
If
you experience problems retrieving your e-mail, downloading
web pages, or just have general questions that need to
be answered, RPA welcomes you to contact technical support
via e-mail (support@rpa.net)
or phone (585-756-4500). Before you call, please review
the notes below to ensure that your call is worthwhile
and productive:
- Please
be at your computer with your system powered on. In order
to troubleshoot the problem you are having, we will need
to have you check certain settings for us.
- Have
computer information ready such as the type of computer
you own, which operating system you are using, what speed
modem you own, and the names of any programs that may
be giving you trouble. Most of this information can be
found in the User's Manual that came with your computer.
- If
you are getting any error messages, please write them
down exactly. Several error messages may have similar
wording, but the exact wording will tell the technician
exactly what the problem is and how to fix it. Also note
exactly what you were doing when you got the error message.
- If
you are experiencing a password problem, ensure that both
your username and password are typed in lowercase with
no spaces -- even if you have not changed anything
in these blanks. Backspace these fields out, and then
hit delete a few times. Spaces can be present after the
username or password and not be visible, and all it takes
is a brush against the spacebar with your sleeve while
the Connect-To window is on the screen to create a password
problem!
- Be
sure to mention if you have recently installed any software
or contracted the happy99.exe worm on your system, even
if it has since been removed, and even if you installed
a program that is non-internet related (sometimes programs
can conflict with each other, even if they don't have
anything to do with the internet).
|