It's Summer. Got a Problem?
12.July.2010 22:24 Filed in: Tech Tips
What do I do if my
computer isn’t working right and it’s summer?
First, you need to call the Help Desk. They will try to help you over the phone, but if that doesn’t work, the next step will be that the user will have to bring the computer in to the District. Especially during the summer, if the computer is operational, it is critical that the user logs in and logs out of the computer inside of the District 21 network to ensure that another home sync takes place, thereby securing their Documents and Desktop folders. This may also resolve the issue. In the event that the computer is still not working, the computer will need to be left in the Technology Office along with some Summer Contact Information for the user. The ticket will be reviewed by one of our field engineers. They’ll check with AppleCare and the Support Forums to see if there are any OS-related fixes that they can apply first (and/or firmware updates). If there’s not and they believe it that it’s an isolated hardware issue, then the ticket will be transferred to our Operations team, and they will send the machine to AppleCare. When we receive it back from AppleCare, depending on what was done to the machine, we may need to do the pre-set-up (Binding, Place in Group in OD/WGM, etc.) again. We will ask the user to arrange a time with us to come in. Then, we will have the user log-in before we do the rest of the set-up—Entourage, iChat, Office Default Save Locations, Deletion of Safari and Firefox Bookmarks, etc. After that, the user can take it home. (The user will be in the office for about 10-15 minutes at this point if a field engineer is available.) So, first, call the issue in to the Help Desk—847.934.8100 and press 2.
Finally, please do remember that summer is actually the busiest time of year as we try to take care of projects when students (mostly) and teachers (mostly) are not around as much, so our field engineers are not sitting and waiting for individuals to come in and address tickets. Rather, the projects alone keep us very busy. As a result, typically, one should not expect to be seen when the computer is brought in the first time by a field engineer. Rather, the user should plan on coming in to the District, logging in to the computer, and checking to see if the problem is still there after the log in is complete.
First, you need to call the Help Desk. They will try to help you over the phone, but if that doesn’t work, the next step will be that the user will have to bring the computer in to the District. Especially during the summer, if the computer is operational, it is critical that the user logs in and logs out of the computer inside of the District 21 network to ensure that another home sync takes place, thereby securing their Documents and Desktop folders. This may also resolve the issue. In the event that the computer is still not working, the computer will need to be left in the Technology Office along with some Summer Contact Information for the user. The ticket will be reviewed by one of our field engineers. They’ll check with AppleCare and the Support Forums to see if there are any OS-related fixes that they can apply first (and/or firmware updates). If there’s not and they believe it that it’s an isolated hardware issue, then the ticket will be transferred to our Operations team, and they will send the machine to AppleCare. When we receive it back from AppleCare, depending on what was done to the machine, we may need to do the pre-set-up (Binding, Place in Group in OD/WGM, etc.) again. We will ask the user to arrange a time with us to come in. Then, we will have the user log-in before we do the rest of the set-up—Entourage, iChat, Office Default Save Locations, Deletion of Safari and Firefox Bookmarks, etc. After that, the user can take it home. (The user will be in the office for about 10-15 minutes at this point if a field engineer is available.) So, first, call the issue in to the Help Desk—847.934.8100 and press 2.
Finally, please do remember that summer is actually the busiest time of year as we try to take care of projects when students (mostly) and teachers (mostly) are not around as much, so our field engineers are not sitting and waiting for individuals to come in and address tickets. Rather, the projects alone keep us very busy. As a result, typically, one should not expect to be seen when the computer is brought in the first time by a field engineer. Rather, the user should plan on coming in to the District, logging in to the computer, and checking to see if the problem is still there after the log in is complete.
