Updated 03/20/2003 C2P2 Troubleshooting Guide For more information, contact program staff or call (360) 902-1834 To view PDF files, download Acrobat Reader. Initial Troubleshooting solutions: If you are experiencing technical difficulties with the C2P2 Program, you should attempt to verify whether the issue is specific to one computer at your facility, or if all computers are having the same problem.   1.  If you are able to successfully use C2P2 with another computer, then most likely the problem is with the specific computer and not a "true" system failure and you should contact your internal technical support person.   2.  Check with your Internet Service Provider to make sure that their servers are functioning properly.   3.  Check the problem computer to see if there has been any new software or hardware installations.  Sometimes newly installed software or hardware can conflict with C2P2.  For instance, we know that United Parcel Service (UPS) tracking software conflicts with C2P2.   4.  If you are trying to log in, add or remove signatures or have forgotten your password, please consult the C2P2 User Manuals for instructions before contacting WSDA.  If you are able to get into C2P2, visit the Frequently Asked Questions link at the bottom of any page within C2P2. 5.  Once you have verified that the problem you are having is not an internal issue and before contacting WSDA, complete the Troubleshooting Questionnaire below.  We will ask you each of the questions in our efforts to assist you. After Hours/Weekend/Holiday Procedure: If you have determined that the technical issue is not specific to your internal system, and it is after regular business hours, notify WSDA's after-hours contact person.  Please do not use this emergency contact during regular business hours or for routine business that can be answered in the C2P2 User Manuals.   Troubleshooting Questionnaire  Before contacting WSDA, please print out this page and follow the steps below.   After you have followed the steps and provided all information requested, fax to: WSDA ~ Fax Number: (360) 902-2085.  I will either call or email you so you won’t have to pay long distance charges.  1.  Restart your computer and try again.   If you are still having trouble, go to step 2.  2.  Describe specifically what is happening: ________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 3.     Has the computer or network you are working on had recent software installation or upgrades?  If yes, please list Software Name and version.                           _______________________________________________________________________ _______________________________________________________________________ 4.  What Browser are you using?  To determine the browser you are using, open the Internet Browser (the program you use to go online), click on “Help” on the tool bar and scroll down to “About Internet Explorer” or “About Netscape” etc. This is what you will see (if you are using Netscape or some other browser,  it will not say "Internet Explorer" but rather the name of the browser you are using.)                                 Write down your browser Name here:                         ______________________  Write down the version of your browser here i.e., 4.78):  ___________________  Write down the cipher strength here:  ___________________________________ 4.                 If you are using Internet Explorer, has it been provided by United Parcel Service?                ______________________________________________________________ 5.                 How do you connect to the Internet (please circle one)?            Dial-up modem            DSL/Cable              Other   _______________________________________________________ 6.          What is your Shipper Number:  ____________________________________   7.  Print out a picture of the error message you see on your screen.   To print the screen you are viewing, press the “Prtscn Sysrq” key on  your keyboard and then open a blank document and paste it (the “control” key  plus the letter “V” at the same time) into a word-processing program.   A picture of the screen should appear. Next, print it. 8.                Email Address:  _________________________________________________ 9.       Telephone Number:          __________________________________________ 10.     Who should I ask for?       __________________________________________