Basic Troubleshooting Guide


Basic Troubleshooting Guide

The Department of Technology has created this basic troubleshooting document to support you and your technology during our extended school closure. If the following tips do not fix your technology problem please reach out to the ACPS Technology Service Desk at 434-975-9444 or by email at ACPSServiceDesk@k12albemarle.org. Please note, our Service Desk and Technicians can initiate a remote connection session where we can diagnose and fix many issues.

Restarting Student Computers

Simply, restarting your computer can solve several computer issues. It is a very simple step that can fix many problems. Issues such as laptop slowness, an application not working properly, sound, or general computer problems. Here are the steps to restart your computer.

  1. Go to the Start Button in the lower left corner of the screen and click on it.

  2. Move the cursor up slightly to the power button and click on it.

  3. You should see an option to “restart”, click on that and let the computer restart.

  4. If you receive a message that says you have programs running and asks if you want to restart anyway, click on the restart anyway button.

Student Computer Has No Internet

If your computer has no Internet, you may need to check that your computer is connected to a wireless network.

  1. Look for the fan shaped icon in the lower right and click on it. It should bring up a list of networks that are close to you.

  2. Your home network should be listed there. (You may need a password to access your home internet, ask your family what this is.)

  3. Beneath your home network should say “connected”.

  4. If not, you can click on the button just to the right that says, “connect.” That should connect you to your home network.

  5. You may also need to run the network troubleshooter. Right click on the fan icon and left click on “troubleshoot problems.” Follow the on screen directions from there.

Student Computer is Frozen

Your computer has frozen while you are using it and you are unable to do anything with it.

  1. Make sure your charger is plugged in to electricity.

  2. Hold down the power button and count to 20.

  3. Wait 10 seconds.

  4. Push the power button and the computer should turn back on and no longer be frozen.

  5. If this happens more than once a day, call the Service Desk.

My Computer Has No Sound

Sometimes your computer may lose sound.

  1. Check to be sure the volume is not muted.

  2. If that doesn’t work, click on the speaker icon in the lower right. If the computer detects a problem, it will run a troubleshooter to automatically fix the problem.

  3. You may need to restart the computer. If you are using headphones, make sure they are plugged in before restarting.

  4. If you are in the 5th, 8th, 11th or 12th grade, flip the computer over and there is a very tiny hole just big enough for a paper clip to fit.

  5. While the computer is turned on, insert the paper clip and the computer will power off.

  6. Turn on the computer and see if the sound is working.

My Computer Appears to Have No Power

If your computer does not appear to power on, check and see if any of the lights on the computer are functioning. The best time to check is while the power adapter is plugged in. Your computer should have a charging light that is on while the charger is plugged in.

  1. Be sure that all cables on the power adapter are tightly connected.

  2. Disconnect the charger

  3. Hold the power button down and count to 20.

  4. Reconnect the Charger

  5. Push the power button to turn on the computer.

  6. If this works, leave the charger plugged in for at least an hour to make sure the computer has a charge.

My Computer May Have a Virus

If your computer is slow or has a lot of pop-up windows and does weird things, you may have a virus.

  1. The best solution is to have your computer looked at by a technician.

  2. Please call the Service Desk at 434-975-9444 or email them at ACPSServiceDesk@k12albemarle.org to receive guidance on next steps.

I Have a Loaner Computer and Cannot Login

You have been given a loaner computer that is not your assigned computer and are having trouble logging in. You must login near an ACPS school building.

  1. The first time you log into your computer you need to be connected to our network

  2. We recommend going to the nearest school’s parking lot.

  3. Make sure you are close to the main door or a classroom window.

  4. Login to the computer with your assigned username and password. Make sure you see the desktop screen before closing your computer.

  5. Your laptop should connect to the ACPS network.

  6. Now you will be able to use your computer at home with your internet.