Helpdesk Resources

This is a stub page, very much under development. Feel free to add sections, start a discussion in the Discussions section if you want... --Hunt, Christopher 15:28, 9 July 2008 (EDT)

It's often hard for me to keep track of the resources we have available for solving problems.

Utilities & programs (Windows)

To list useful, free programs that we might want to know about. This may need its own page if it's too long.

  • unknowndevices [1] Lists a computer's PCI devices to help you get the right drivers for them. The Windows Device Manager doesn't always tell you the specifics.
  • Foxit Reader [2] Small, fast PDF reader, alternative to Adobe Reader.
  • Daemon ISO Mounter [3] Mount ISO images to act like inserted CDs.
  • CCleaner [4] Cleans temp files, junk files, etc. to speed up computer.
  • AVG Antivirus [5] Free antivirus software, for when we can't or don't want to install SAV on someone's computer.
  • SpywareBlaster [6] Generates blacklists of known unsafe sites and unsafe items so that you will be protected from these threats in IE / Firefox.

--Hunt, Christopher 20:41, 9 July 2008 (EDT)

Cleaning Malware & viruses

Malware Pack is great as long as it's up-to-date but I find it much more thorough to clean things manually.

  • Back up files & data.
  • Install SAV and do a full scan. Just because nothing is found, doesn't mean that nothing is there.
  • Install Spybot, do a full scan.
  • Install & run HijackThis, save a log file, check the log file against HijackThis.de . If you have the time & courage, look over the entries manually. If you think a filename might be suspicious, google it and look at the number of results returned (in the thousands or the millions?) and website titles for any indication of whether the file is OK.
  • In Windows Explorer, check C:\WINDOWS and C:\WINDOWS\system32 for suspicious files: 1) In Details view, sort files by date modified. Look around the month that the problems started appearing. Generally, only DLL and EXE files are dangerous. 2) Show the Comments and Company Info columns. Malware often has no details entered in here (although they could easily do so). 3) Scan filenames for gibberish or "unprofessional" names. Much malware can be spotted by an obvious filename.
  • Check for rootkits: Sysinternals Rootkit Revealer

That's the max # steps I normally do. If you have more, just add / modify them in.

Requests for information

Parent calling, wants to know what laptop model he should buy for incoming freshman. [go.middlebury.edu/lis go/lis]

Parent calling, wants help w/ paying for student tuition online.

Where to go

  • Google
  • KB
  • Do a simple search in HEAT?
  • Troubleshooting Links button in HEAT

--Hunt, Christopher 17:01, 9 July 2008 (EDT)