Tech Support: FAQ

If you've come here, it is probably a good time to reboot. This really is the fastest way to resolve a lot of random issues.

1. Turn your computer off - power down, shut down, whatever you want to call it. Don't just close the lid. For Windows machines, shutdowns should only be performed by going to the windows menu>power>shutdown -- not by the power button unless the device is frozen.

2. Slowly count to ten. This is the hardest part.

3. Power the computer back on. If you are using a school chromebook, you may want to hold down the refresh button (curly arrow - see the top photo under student tech tips) while you press the power button to turn it back on.

Staff is encouraged to put in a ticket in Incident IQ (IIQ). (Students may use the knowledge base. Y'all are not able to enter tickets at this point, so please don't frustrate yourself trying - I am happy to submit tickets on your behalf.)

• Search the Incident IQ Knowledge Base set up by Technology at Central Services.

Swing by the media center or set up a virtual meeting with Mr. Johnson: Email timothy_johnson@abss.k12.nc.us & include a phone number if possible.

Phone support:

• • Call Mr. Johnson at 336-513-4780, x61019

  • For district tech support call 336-GET-HELP. 

First, check that you are online. If so, continue below. If not, check for a splash screen with terms to agree to or contact your Internet service provider.

Your Chromebook may imply that GoGuardian is not letting you view links or ask you to sign in to your organization's security system. There may be a white rectangle with a green edge and a text entry box. Enter your entire school email address (yourlogin@students.abss.k12.nc.us). That said, if you are asked for a password and you know you entered your email correctly or if you are asked repeatedly, try the following steps!

1. Go to the Southeast home page

2. Go to the staff links in the top right corner

3. Click ABSS Filter Logout (currently the 8th option down from the top)

4. It will probably pop up a rectangle to confirm you want to logout: click logout

5. Go to https://www.cnn.com/ (This is not an endorsement of any news site, it's just what the district technology team uses to check Zscalar issues.)

6. Hopefully, that fixes the issue! Reach out if not!

Please regularly run Windows Updates. (These do NOT apply automatically)

• Hit the Windows key on your keyboard

• Without clicking anywhere type "Windows Updates"

• Click on check for updates

• Scroll down until you see download (click it)

• When the updates are done the "Download" button will turn into a "Restart" button.  

• Restart your computer when the prompt comes up and you have some time. (It may take a chunk of time to come back up depending on what's been installed.)

Note, if it's been a while, you may need to go through this process a few times to catch up.

Simplest solution: Come see Bruch in the media center when you won't need your computer for a while. Be sure to bring your computer. Alternatively, put in an IIQ ticket to get help from Jason or Crystal.

More advanced solution:

• Click the Windows key ONE (1) time

• Beginning typing \\Technas\All Staff File Drop (continue until the folder comes up)

• Click on the Folder

• Open the Dell 5420 Drivers folder

• Copy the following file to your computer: Realtek-High-Definition-Audio-Driver_PP6T5_WIN_6.0.9418.1_A18.EXE

• Once it has fully copied, double-click to run the program or right-click and select Run as Administrator

• Give the program permission to run

• Follow the prompts to prepare the installation and uninstall all of your audio drivers

• It will most likely take a long time. This is normal.

• Eventually, you will be prompted to restart. This will also take a long time.

• When the computer restarts log back in and wait a short amount of time.

• The installer will - on its own - start back up and install audio drivers.

• Click next when prompted.

• This will take a medium amount of time (much shorter than anything previously). 

• When it finishes, select Yes, I want to restart my computer now.

• Click Finish.

• Log back in.

• Test your sound.

You may not be a local administrator. Reach out to Dave L'Heureux via IIQ ticket or at 336-GET-HELP and he'll take over your computer for a couple of minutes and get you up and running.

First thing to try: Have the students delete and then add back their Chromebook profiles. 

• They will probably know how to do this.

• If not:

  • Affected student(s) should sign out of their Chromebook(s).

  • Click on the little down-arrow to the right of their name. 

    • Click the gray Remove Account button. 

    • Click the pink Remove account button. 

  • Use the Add Person button at the bottom of the Chromebook screen to sign back in.

    • Students sign in with the first part of their email address: first name, the first letter of their last name, and the series of numbers. The remainder of their address is automatically filled in.

Second thing to try: Some kids don't show up in GoGuardian because they are late in joining your class session. End and restart your session. No information will be lost, and the students should be incorporated.

Last thing to try: Take student phones and make sure they are off, not just silent.