Please have your NRDS ID or license number handy. Because this is a members-only service, we always look for a REALTOR® in the active database. We can usually find you in our database by name and company; however, sometimes we need a NRDS ID or license number (such as when two members have identical first and last names).

We may need to ask that you connect to the Internet. If you are using a dial-up modem to access the Web, you might want to call on another phone line than the one you are using to connect to the Internet. This may be necessary in cases where you want us to use our remote access tool to work with your computer, or you need to download or update particular software, a patch, etc.

If you are calling about an issue relating to your computer, please be in front of the computer when you call. We want to assist you in fixing the problem; but this is generally impossible if you are calling from your cell phone while driving somewhere.

Computer Problems

Please allocate at least 30 minutes for troubleshooting. If you're in a hurry at the moment, you are welcome to call for advice but we probably won't be able to effectively research and solve a complex problem.

If you receive an error message, please call your state's Tech Helpline while the message is on the screen. If you cannot contact us while the message is on the screen, write down the complete error message or use Print Screen (but note that the Print Screen function will not work in all situations). To use Print Screen, press the Print Screen button located in the top right-hand area of your keyboard. Immediately open Word and select Edit, Paste. You will have a "snapshot" of what your screen looked like when you received the error message. Save the Word document.

TIP: You might be able to resolve your problem on your own by simply shutting down your computer. To try this, shutdown the computer, then turn it back on. Be sure to select Shutdown and not restart; a shutdown clears the memory, but a restart does not. Then, wait about 20 seconds and turn the computer back on. Open only the program you had the problem with earlier and see if the problem has gone away.

If you have time:
Sometimes, you can help your technology analyst by taking some preliminary steps such as backing up your data, installing critical updates, clearing disk space or updating your anti-virus software before you call. This allows the analyst to immediately focus on figuring out the more complex issues related to your specific problem. Of course, we are happy to walk you through them if you prefer.

Back up your Data. If you are having computer problems, it is advisable that you copy your "My Documents" folder, "Favorites" folder, *.wab, *.pst files, and any other important data to a CD or other media. Also be sure to backup your contacts in your mail program. In Outlook or Outlook Express, you can export all contacts to a text file and copy the file to external media such as a CD or jump drive.

Install all Microsoft Critical Updates for Windows. This can be found by clicking Start, Programs, Microsoft Update.

Free up disk space by removing temporary Internet files, removing installed components and programs that you no longer use and emptying the Recycle Bin.

• How to Delete Temporary files
• Click Start
• Click Find (Search)
• Click Files and Folders
• In the Named box type *.tmp
• In the Look In box, select the Local Disk C
• Click Find now or Search.

After the search is complete, left-click on one file, then select all temporary files by holding down the Ctrl key and tapping the letter A (Ctrl-A). Finally, press the delete key on your keyboard to delete the files.

• How to Run Disk Cleanup
• Double-click on My Computer
• Right-click on the C: drive
• Left-click on Properties
• Click Disk Cleanup

This feature may take a while to run if you haven't done it before (or it's been a long time).

Make sure that your Anti-Virus software is up-to-date. If you have not purchased a subscription each year, most likely your anti-virus software is not working properly. You can go online for a free virus scan at Symantec.com or McAfee.com.

Troubleshooting Common Issues

When you have a problem in Internet Explorer or with your printer or network, you may be able to fix it by following these steps that eliminate many common issues.

Internet Explorer Issues
• If you are having a problem in Internet Explorer, delete temporary internet files (different than the above temporary files).
• Click Tools
• Click Internet Options
• Click Delete Files

Make sure that you are using the current version of Internet Explorer (version 6 with Service Pack 1). Go to Microsoft.com, and click on Downloads to get the current version.

Printer Problems
Here are several steps to try to fix a printer issue:

1. Shutdown the computer then turn off the printer and unplug the printer's power cord from the power source. Plug the printer back into the power source. Turn on the Printer, then turn on your computer.
2. Check the connections from the printer to the computer - make sure cables are plugged in to the proper connection.
3. Check the print cartridge. If you just changed the print cartridge, it may be defective. Try to reseat the cartridge or try a new cartridge.
4. Check the manufacturer's website to make sure you have the latest driver available for your printer and your version of Windows. If not, download and install it.
5. Check for jammed paper.
6. Are lights blinking? Check in your printer manual under Troubleshooting. Most manufacturers will show a chart indicating what each set of blinking lights represent.

Network Issues
These problems are usually handled most efficiently by working with your Internet service provider or Network administrator. If you're having trouble connecting to or using your network, try these steps:

1. Shutdown the computer.
2. Unplug the power to the Cable or DSL modem and unplug the power to the hub. Leave them unplugged for one minute.
3. After the one minute is up, plug the Cable or DSL modem into the power source.
4. Plug in the power to the hub.
5. Turn on your computer.

If you cannot go to any web site or get any mail, contact your Internet Provider. If you are on a Corporate Network and have a Network Administrator, contact the Administrator. In this situation, the Network Administrator is usually the only person who can install or uninstall any programs or printers.