Issue Reporting

If you are experiencing technical issues with any technology that has been provided to you by your school, or if you have issues in using a system which your school has asked you to use for learning, please contact your school to let them know. If they can't resolve the issue they will pass on the details to the correct Moray Council support team. It is important that you provide as much information as possible in order to get a speedy resolution. Below are some tips for reporting issues.

Details to include:

  • Name of learner

  • Asset No - if it's a problem with a piece of technology such as a laptop. This is a 5-6 digit number found on a sticker on the device.

  • Glow username - if it is a Glow, Microsoft Teams or Google Classroom issue.

  • Type of device and internet browser being used - we recommend using Chrome when accessing Glow and downloading the apps when using mobile devices. Please let your school know if you are using a internet browser or app when trying to access a particular application or programme.

  • Type of issue - including as much details as possible of the steps you take leading up to the issue.

  • When did it first occur? - date and time

  • How often does it occur? - every time, occasionally, at a specific time of day?

  • Exact details of error messages including screenshots - details of how to take screenshots below

  • What have you done already to try and resolve the issue and what effect did it have? - common fixes include restarting your device or wifi router to solve connection issues, checking you are using the correct login and password details when unable to access systems and waiting a few moments before trying the action again when time out errors occur.

How to take a screenshot:

This will depend on the device you are using. You can google "how to take a screenshot on [enter device]". Here are some popular ones below:

If you are unable to take a screenshot, a photograph taken with a smart phone or tablet can be just as helpful. Please make sure you include the whole screen and that the photo is clear/viable before you email it to your school/teacher with the rest of the details of your issue.