Admin

Frequently Asked Questions



These are the questions that the Help Desk gets asked most frequently. For some very helpful tutorials about the basics of using a computer, Windows, internet, email, Microsoft Office and more please visit http://www.gcflearnfree.org/.

 

Click Answer below to reveal or hide answers.

 

Who do I contact for help?

You can contact the Help Desk at (254) 755-9599, email helpdesk@wacoisd.org or submit a work order ticket.

 

The process for submitting tickets is very simple.

1. Go to helpdesk.wacoisd.org
2. Log in using your Active Directory username and password.
3. Click the New button.
4. Enter all required information
5. Click submit.

 

helpdesk_login

 

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

For problems with hardware, software, networking or wireless the Technology Department Help Desk is the right place to contact. Some systems or problems are under other departments.

 

For a list of who to contact for different online systems please visit this page.

 

How do I use the Waco ISD email system?

First you MUST set up your Active Directory account. Follow this tutorial if you have not set up your account.

 

To log in to FirstClass click on the icon on your desktop and enter your username and password.

 

To log in to FirstClass on the web:

  1. Go to firstclass.wacoisd.org.
  2. Fill in your username and password.
  3. Click log in.
  4. NOTE: The web interface is NOT compatible with Internet Explorer 9 or lower. Please use Google Chrome, Firefox or Internet Explorer version 10 or higher.

firstclass_web

 

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

Can I override the web filtering system?

When you are logged in to a computer with your Active Directory account, you will automatically override the filter and be given access to sites that are categorized and allowed by the filter (e.g. Facebook, Twitter, YouTube, etc.).

 

when you try to access a web page that is not categorized by the proxy filter, you will see a web filter page (see example below). This is a warning page for sites that are not categorized by the proxy filter. This does NOT mean that this site is blocked by the filter.

 

  1. At the bottom of this page you will see a Proceed button.
  2. Click the Proceed button. You will see a momentary message that the filter is analyzing the site. Then you will see the Proceed button again. Click Proceed again.
  3. If this is a site that you use often, you can submit a request for it to be allowed (whitelisted) by emailing the web address (URL) to helpdesk@wacoisd.org or submitting a work order. The Networking department will review the site and make a decision whether to allow it to be whitelisted or not.

 

barracuda_filter_warning

WARNING:

 

The override is for staff use ONLY. Students should NEVER use a staff account to log in or override the filter. All internet activity is logged and stored indefinitely You are responsible for all activity logged under your account.

 

 

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

My computer won’t start. What do I do?

First, check to make sure the power cord is seated securely in the computer and outlet, the surge protector is turned on and all cables are connected. Unplug the computer from power for 1 minute and re-plug into an outlet of a surge protector that you know is working.

 

When you push the startup button, do you hear any sounds, chimes or tones?

 

Do you see any information on the screen during the startup? Or any activity on the monitor screen?

 

Have this information ready and contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

Why isn’t my printer working?

First, check to make sure the power cord and printer cable are seated properly in the correct port. You can follow this tutorial to install a printer under Active Directory.

 

If cables and power supply are properly connected and you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

Is my machine protected by antivirus software?

All Waco ISD equipment that has been imaged and added to Active Directory is protected and managed by Symantec Endpoint Protection. If you pulled it out of the box and did the initial setup, then you do not have protection.  Call the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

Why is my computer not connecting to the network?

Ask other teachers/staff if they are experiencing similar problems. If they are, contact the Help Desk there may be a problem with the network.

 

If they are not, check the Ethernet port (where the network cable plugs in) on the back of your computer to insure it is firmly connected to both ends and that there is a green light next to the port on your computer.

 

Check your browser’s Proxy settings:

  1. Open Internet Explorer.
  2. Under the Tools menu select Internet Options.
  3. Click on the Connections tab.
  4. Click the LAN Settings.
  5. All checkboxes should be unchecked.
    internet_options
  6. Click OK. Click OK.

 

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

Why won’t my keyboard or mouse work?

Check to make sure the keyboard or mouse is plugged in correctly to a USB port on the computer. Replace it with a keyboard or mouse that works. If that one works, then the keyboard is bad. Plug in the mouse or keyboard and restart the computer

 

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

Why is my audio or video not working on my computer?

First, check all cables and power supply cords to make sure they are securely connected to the proper ports. Cables are color coded on most computers. On the graphic below the audio port is #10.

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

How do I set up a monitor? How do I change the screen resolution?

To set up your monitor make sure that the power supply for the monitor is plugged in. Then make sure your monitor is properly connected to the correct port on your computer. On the graphic below the monitor port is #7

To change your monitor's resolution:

  1. To open Display, click Start, click Control Panel, click Appearance and Themes, and then click Display. (For Windows 7 click Start, click Control Panel, click Adjust Resolution.
  2. Drag the slider, and then click Apply. (For Windows 7 the slider is under a dropdown menu.)
  3. When prompted to apply the settings, click OK. Your screen will turn black for a moment.
  4. Once your screen resolution changes, you have 15 seconds to confirm the change. Click Yes to confirm the change; click No or do nothing to revert to your previous setting. (For Windows 7 click Keep Changes to save the change or Revert to go back to previous setting.)

 

If you continue to experience problems, contact the Help Desk at 755-9599 or submit a work order ticket.

 

Remember: Always include your name, location (campus/building and room), make and model of equipment, Service tag and/or Barcode, specific, detailed description of the problem you are experiencing. Without this information there may be a delay in getting to your request.

 

 

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