Protocols for Device Concerns

During the time that we are offering Online Learning, the internet, personal devices and software will play a vital part in being able to participate.

Internet connection

Internet issues – we recommend you have the phone number of your Home Internet Service Provider handy so you can call them as soon as you notice a problem. As an emergency measure, you may want to link your phone to your laptop so you can access the phone’s data plan if you are having connectivity issues.

Software issues

If the software is supported by the school, please contact the ICT help desk (contact details below). If an error dialogue has appeared, it can assist to capture that screen using a screenshot before closing the software and sending that with your request.

ICT will most likely be able to help you through email and/or remote access to your machine, by talking you through several possible fixes.

Hardware issues

If you have purchased a device through the school, please contact the ICT help desk (contact details below) and they will organise service through the supplier. A loan device may be offered during periods of extended repairs, however the numbers of these devices are very limited.

If your device is BYOD, please check your warranty/insurance details and contact the appropriate service point.

ICT Help Desk contact details

You can contact the helpdesk at logging a request please give as much detail as possible for the technicians to assist. Please note there may be some delay in a response due to an increase in demand for assistance while working remotely. Please do not make multiple helpdesk requests as this can slow the process.