Has the computer been reimaged recently?
Yes - the computer needs to be connected (preferably on a data cable) so that all updates and applications can be pushed - this takes time
No - Is it connected to the network and getting network drives
If not, connect with a data cable and see if this fixes the issue
If yes, submit a Heat ticket
When a substitute teacher needs added to school groups for printing, e-mail, or drive mappings the Principal should make the change through AMS
If a machine changes from one teacher/staff to another – it needs to be reimaged - ticket needed for hardware tech
If a machine changes from a student to a teacher/staff – it needs to be reimaged - ticket needed for hardware tech
If a machine moves from a student to a student – it can be renamed – this can be done remotely if we have machine name and/or VNC and the new room number
Multiple Sessions Message - Check that the clients are logged in correctly - must have a unique login for each client connected to a Host
Clients Flashing - ticket needs to be put in with Host name and vnc
V-Space License Message - ticket needs to be put in with Host name
Are you trying to connect wirelessly?
Yes – plug into data cable and see if you get drives. If so, put in ticket with VNC number and leave on data cable- we will try to fix wireless issue remotely
No – Are you getting connection lights where data cable plugs in?
No - Try these to fix:
Replace data cable
Change port in the wall
Yes - put in ticket with machine name and room number so tech can find the correct machine – on-site tech needed
If a machine and a printer are named correctly for the room – the printer will automatically become the default printer on that machine. If a machine moves rooms, it needs to be renamed in order to print properly. The ticket needs to contain the current machine name and vnc as well as the new room number
VNC/IP numbers are normally 10.XXX.X.XXX – if you get a 127.0.0.0 or 169.X.X.X, then the machine is not on our network. Be sure to look at the Help Desk Icon for the VNC. Sometimes the VNC in the tray does not give the valid number for the Windows 7 machines
The ticket needs to contain the IP address from a status page off the printer that is connected to our network
Before submitting a ticket for a machine that is performing slowly, please run username:cleanup; password:cleanme
This is only to be run on student machines and it is a good utility to run on student machines on work days
Click on the HelpDesk6 icon to get the VNC number and the computer name. Always put this information into the Help Desk Ticket
The VNC number can change especially after long breaks, so always check the icon for the correct number
The computer name will not change unless it is manually done by either the hardware tech or tier II remotely