ICT Support

All students have on-site support for network connectivity including access to printers, Wi-Fi, files, resources and software supplied by the College. Support does not extend to games, personal software including operating system (Windows/macOS), or hardware (faults, upgrades, etc) which is the responsibility of each family.

ICT Services provide support and assistance for staff and students with the following College software and associated settings:

• Microsoft Office
• Adobe Creative Cloud
• Google drive
• Gmail
• Printing
• WiFi
• Additional software available to you through our self-service portal (Vivi, Photoshop, etc)

How ICT Services can help you:

• Changing your password - https://passwordreset.microsoftonline.com/
• Documents for self-help with various systems and processes - Access here
• Logging a ticket for problems with College software and settings
• Visiting ICT services - if you are coming during class please ensure your teacher has signed your diary
• Book a presenter
• Getting your BYOD device set up

ICT Services will provide assistance with College software and settings, and best-effort general support of each students device. ICT Services are not capable, qualified, nor authorised to mediate, facilitate, resolve, repair, upgrade, or rebuild students individual hardware or operating system. In such cases:

• Macs are fully supported by Apple and they can resolve issues via an online support session or through a visit to the Apple store or an Apple authorised repair agent: https://support.apple.com/en-au
• PCs having varying levels of support depending upon manufacturer
• A wide variety of computer shops are available that can provide troubleshooting and resolution services

How families can help us
Be as accurate as possible - telling us something ‘does not work’ gives little to work with. Please describe the circumstances of your issue(s).
Be polite and courteous - computers can be frustrating, particularly if you have a deadline to meet. However, venting anger or making accusations will not help us to help you quicker. We are here to help.

How students can help themselves - Reinstalling Operating System

If you have stored all your work in Google Drive you may consider wiping your device to a completely clean setup and then bring it to ICT Services for College software and settings to be reinstalled. Due to the BYOD Program, ICT Services cannot provide any assistance or guarantees with this:

 

Apple Mac

• Step 1 https:///support.apple.com/en-au/guide/mac-help/mh27903/mac
  Please ensure you select the correct Operating System (Big Sur, Catalina, etc). This can be confirmed by pressing the Apple button at the top-left hand corner and going into About Mac.
• Refer to Step 2 if required (simple refresh if you don't want to lose data) https://support.apple.com/en-au/HT204904

Windows

• Complete reinstall - https://support.microsoft.com/en-au/help/4000735/windows-10-reinstall
• For a refresh, please follow these steps in Refresh (doesn't clear data but we recommend to backup first!) - https://support.microsoft.com/en-us/windows/how-to-refresh-reset-or-restore-your-pc-51391d9a-eb0a-84a7-69e4-c2c1fbceb8dd
• Doing the RESET will clear data, always ensure Data is backed up first in Documents, Desktop, Pictures, Videos, C:\ or relevant drives!

How students can help themselves - Laptop Performing Suspiciously or has a Potential Virus

If you are suspecting any unusual behaviour or suspicious that there could be a virus, follow these steps:

1. Disconnect from WiFi Immediately - If it looks really bad such as freezing, popups, no control of laptop then hold POWER button for 10 seconds or until the device is off.
2. Download an anti-virus and anti-spyware software to remove any potentially malicious (Trend House call is recommended)
3. Run the scan as a full scan to complete and confirm there isn't anything malicious on the device.
4. If nothing is found, a factory reset may be required (located in steps above this topic)
5. If something is found and cleaned, reboot and test.
6. If there is no more suspicious or unusual activity occurring, THEN WiFi / network can be reconnected