Troubleshooting

FAQ

 

                        

 

Below are some of the most Frequently Asked Questions encountered by the Help Desk. Additionally, you can click on the   SystemsAtAGlanceChart1.pdf  , which provides a brief overview of procedural information pertaining to some of the most commonly used administrative applications within the DOE.

              

     FAQ Table of Contents

1.       Why am I unable to connect to ATS?

2.       My ATS says "Enter Log Off"

3.       Why didn't my rosters print?

4.       I get ERROR 654/658.

5.      I get “Outbound Host Not Responding” on the scan station ?

6.       Why do I get "Unknown form" when scanning?

7.         I get "Interactive Host not responding" when scanning?

8.       I get “Drive 0 Not Found” when I start my computer.

9.       My ID is revoked in EIS.

10.   My internet is down.

11.   Why can't I get my email?

12.   I get No output from my printer.

13.   The computer is on, but the screen is still black.

14.   My computer boots to a Flashing screen.

15.   My computer boots to a Smiley Face.

 

            


Why am I unable to connect to ATS ?

Once the computer boots up to the desktop: The traditional method to connect to the ATS application is to double click on an icon on your desktop called "3270 session" or "Mainframe". A point of clarification: the application itself is called Pcom 3270. Launching 3270 brings up the DIIT screen with the menu of the DOE applications such as ATS, OMS etc that you can enter at the 'Service Desired' option.

If you are not able to reach the desktop successfully, you may having hardware/operating system errors. When you call the helpdesk, a hardware analyst can help you to determine the error, and whether a technician needs to be dispatched for your particular problem.

If you are unable to connect to 3270: can you get to the internet? Often connectivity to 3270 and to the internet are closely intertwined, and their connectivity problems are often related.

The next step is to see if any of your coworkers are having the same problem? This will help to localize the matter to either your workstation or may be indicative of a wider network problem at your site.

If the issue is just localized to your computer, and you are unable to connect to both 3270 and to the internet; check the network cable connection on the back of the computer to make sure that it is securely connected. You can identify this cable by the RJ11 connectors at the ends (similar to a smaller version of the connectors at the end of a voice phone cable), and the fact that the other end of the cable plugs into a datajack on the floor, or on the wall or into a switch/hub.

If you are unable to connect to 3270 only, be sure to note any error messages such as 'LU already associated with another session', 'Telnet errors', Error code '654' etc, and provide them to the helpdesk analyst. It is recommended to reboot (turn off and back on) your station at least once if the error persists.


 

My ATS says "Enter Logoff".

This error, which occurs when you enter your username and password after selecting ATS at the 'Service Desired' option, means that your ATS password most likely needs to be reset - or that you don't have an active ATS profile. You will need to call the helpdesk at (718)935-5100 and choose option three at the first voice menu and option two at the second voice menu. When the agent answers, inform them that you need your ATS password reset along with your ATS userid and a confirmation of the error that you are currently receiving. The agent will reset your password or will advise if you do not have an active profile, and refer you to the correct parties to help facilitate your request.

Once your password has been reset, the next time you log into ATS your current password is ATS and you will have to pick a new password. The new password needs to be 7 characters long and must be different from your prior password.

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My Rosters did not print.

When this happens, it is advisable to first check OMSA or OMSB to see what the status of your job is.

To access OMSA or OMSB, you will have to type OMSA or OMSB at the 'Service desired' prompt in the 3270 application. To determine whether you have to log into OMSA or OMSB, you can use this general guideline: schools that fall within Districts 1 to 16 use OMSA, and Districts 17 and up use OMSB. The exception is District 75 schools: they should try to log into OMSA first.

Once you type OMSA or OMSB at the 'Service Desired' option, the next thing you will have to type in a userid and password. The default format for the userid is the school district number, geographical borough, and the three digit School code number followed by $p. As an example a school belonging to District 03 in Manhattan called Public School 390: would log into OMSA and use 03M490$p as their userid. Similarly, a school in District 30 in Queens called High School Q450 for example would login to OMSB, and use 30Q450$p as their userid.

The password is generally the same for all schools; it is prtq, without any quotes or periods. If you are unable to login, especially if you are a new school, contact the helpdesk so that we can help to have your OMS credentials set up.

Once you sign into OMS, use the Function keys F6 to F9 keys, which are also listed at the bottom of the screen to navigate within OMS. Locate your particular job using the jobname, ATS userid, time etc.

Note the status of the job to the right of the particular job. If the status is RESTART, you can place the letter C on the left end of the entry in OMS and hit “RED ENTER”. This will clear it from RESTART. You can then place the letter P on the left of the entry for the job and hit “RED ENTER” again. This should cause the rosters to print. It is advisable to restart the printer before sending the jobs through again

If these steps have no effect, you will need to call the helpdesk at (718)935-5100. The helpdesk analyst will escalate the matter to the proper group, if he/she is unable to resolve the matter over the phone, and will provide you with the appropriate incident (tracking) numbers

I am getting error "654 or 658" when trying to access ATS, payroll etc.

This error indicates that the 3270 session on your workstation is unable to connect to the mainframe, preventing access to the DIIT services menu.

The troubleshooting steps outlined in the first question 'Why am I unable to connect to ATS?' apply to this situation as well.

First and foremost: localize the problem! Are you the only one having the problem or are all computers in the office having the problem?

If just one computer: Are all of the cables in the back of your computer connected firmly? If not, disconnect and reconnect them. If you are uncomfortable with doing this, call (718)935-5100 and we will assist you.

Can you get to the internet? If not, call (718)935-5100. Make sure to try to find out how many people at your school have the same problem.

If all the computers are down at the site, you should call the helpdesk i mmediately to report the site network problem.

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Why do I get “Outbound Host Not Responding” on the scan station ?

 

This happens most often because the machine was logged into ATS, OMS, or EIS when ALT+ESC and CTRL+Break were used to start scanning. Restart the computer and try hitting ALT+ESC and then CTRL+Break at the blue menu screen, and try scanning again. It is advisable to attempt scanning in smaller batches rather than one large job.

When restarting the computer, if you get a prompt 'Terminate batch job?' Put in yes - this will clear any scan jobs that were held in a pending state so that your new scan jobs wont have any impediment.

If you still have the problem, call (718)935-5100 and we will assist you.

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Why do I get "Unknown form" when scanning?

This may mean that your scan software is either out of date or corrupted. Log into ATS and enter the command USSW. You will then see the screen below:

 


 

Then hit either F2 or RED ENTER to start the update. Once the system indicates that the update is done, you will return to the main DIIT screen. Press ALT+ESC and CTRL+Break to try scanning again.

If the scan software update process fails with errors contact the helpdesk immediately and let them know the current error, along with all the steps that you had undertaken to resolve the matter.

If the software update is successful, but you still continue to receive an error: the problem may reside on the scanner. Make sure that the scanner is clean, and that there is no obstructions in the scanner bed- and that there is no error message on the display of the scanner. If the error persists, contact the helpdesk and have the model and the serial number of the scanner handy along with all the steps undertaken so far, so that we can have a tech make a service call to examine the scanner.

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Why do I get "Interactive Host not responding" when scanning?  

This happens most often because the machine was logged into ATS, OMS, or EIS when ALT+ESC and CTRL+Break were used to start scanning. Restart the computer and try hitting ALT+ESC and then CTRL+Break at the blue menu screen.

Also note that the troubleshooting steps described for "Unknown form" while scanning can be used for this matter as well.

If you still have the problem, call (718)935-5100 and we will assist you.

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I get “Drive 0 Not Found” when I start my computer.

This error indicates that the hard drive in your computer can not be seen by the computer. Call us at (718)935-5100 and we will write a ticket and get a technician to service the computer. Data recovery is not a part of normal service, so try to back up your data regularly to prevent loss.

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My ID is revoked in EIS/FAMIS.

This error indicates that your password to access the EIS, FAMIS applications needs to be reset in order for you to access the respective application. The password will expire at regular periodic intervals, and also will lock itself out after three incorrect tries. Call us at (718)935-5100 and inform the analyst that you need an EIS password reset. You will need to provide the user ID and the PIN (Mother’s maiden name) in order to get the password reset - as well as a confirmation of the error message that you are receiving.

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My internet is down.

The symptoms of this problem are when you get a "page cannot be displayed" error when opening the Internet Explorer application. Are you unable to get to any web page, or just certain pages? Are you able to connect to ATS? Are you the only one unable to connect? Do you have the correct proxy address in the Internet Options as shown below? To reach this section within the Internet Explorer application, go to 'Tools', then 'Internet Options', then 'Communications' and finally 'Lan Settings'. Within the automatic configuration script field, the entry should be 'http://proxy.nycboe.org/proxy.pac'   Call us at (718)935-5100 and we will assist you.

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I can not get my email?

Do you go through the internet to get to your email? Are you able to get to any other web pages? What is the error you get when you try to get to your email? If you are being informed “You could not be logged on to Outlook Web Access. Make sure your UserID and password are correct, and then try again.” Then you need your email password reset. Call us at (718)935-5100 - option 1, then option 2, and we will reset your password and walk you through signing in

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I get No output from my printer.

This problem can depend on a number of scenarios. Is the printer an ATS printer? Is the printer in question connected directly to a computer? If it is an ATS printer, we will need to know what printer number it is. Call us at (718)935-5100 and we will with this information as well as the make, model, and asset ID of the printer in question and we will assist you. Some of the obvious things to check for are connectivity: make sure that the printer cables are securely connected, and if printer is an ATS printer that is directly connected to a computer: make sure that the computer is on and logged in.

If there are no obvious problems on the printer, the issue may be resolved by us remotely checking your printer and restarting your printer from our Central locations. The helpdesk agent will give you an incident number and escalate the incident to the appropriate group. If it is deemed that your printer has hardware issues, we will escalate the matter to the appropriate DOE hardware vendor. 

Also for ATS printers, note if there is an existing network outage at the site, because this will most likely affect ATS printing as well.

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The computer is on, but the screen is still black.

Is there a power indicator light on the monitor? Are there loose cables in the back of the computer or the monitor? Call us at (718)935-5100 and we will with this information as well as the make, model, and asset ID of the monitor and computer in question and we will assist you.

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My computer boots to a Flashing screen.

Is there anything displayed on the screen when it flashes? Are the cables in the back of the computer connected firmly? Is there a sound that you hear when the screen flashes? Is this a Mac or PC computer? Have you recently changed anything on the computer? Call us at (718)935-5100 with this information as well as the make, model, and asset ID of the monitor and computer in question and we will assist you.

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My computer boots to a Smiley Face.

This is a startup error that is unique to Apple computers. Try holding down the shift key as the computer starts up. This will start the computer up in a basic mode for troubleshooting. Call us with the results at (718)935-5100 and we will assist you or write a ticket and get a technician to service the computer.

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