This guide was made to improve digital literacy across Brigshaw High School as well as the greater Trust. By the end of this document, you should have a better understanding of basic technical issues that can affect devices used by Brigshaw pupils and staff. Information used in this presentation comes from the first-hand perspective of the ITS team, based on existing reports via the Brigshaw ITS Helpdesk.
Examples of commonly reported issues include:
- Components not turning on - A disconnect or fault in the computer setup, preventing a device (such as a monitor, a projector, or even the computer itself) from turning on or functioning
- Mouse/right click not working - A common issue where a mouse button is stuck down, preventing a user from right clicking for example
- Printer paper misfeeding - Paper getting stuck during the printing process, preventing the printer from working until the paper is removed
- Projector too dark/hard to see - Settings on a projector or whiteboard are changed, or a bulb is too weak for the projector, making it hard to see once projected
- Programs crashing/freezing/not loading - A variety of software glitches, causing necessary apps like Google or Smart Notebook to crash, freeze or otherwise not load
- Unable to log into Arbor/Sparx/Google/Computer - Online interference, usually through forgotten or incorrect details, preventing a user from logging on
- Visualiser not working - A disconnect or fault in the visualiser camera or base, providing an insufficient viewing experience and impacting analytical learning
Though these issues are commonly reported and seem insignificant individually, they can lead to a variety of consequences, overall affecting staff performance. This leads to a knock-on effect, which will eventually impact pupil progression and learning. As an enabling service, the ITS department is responsible for influencing pupil wellbeing positively, which means we are the first to respond to a digital issue or threat.
All of these issues are easily fixable, but depending on the severity of the issue (such as excessive damage or a large number of accounts being incorrectly configured), the IT support team may have to take over. In the chance that that situation should arise, it is best to contact the team through the support helpdesk, or directly via a phone call. Most issues are resolved within 24 hours.
Should a member of staff be working with a desktop computer/projector setup and discover one of these issues, it is important that you take the following steps:
- Check each individual component - Make sure each part of your desktop is receiving power by turning them on. The computer and monitor are the most noticeable, allowing a user to quickly find the root of the issue via process of elimination. Make sure each component also performs their function correctly: all keys on the keyboard should work, each button on the mouse works/doesn’t stick, etc.
- Ensure there is no damage - Computers are delicate electronic devices, and any kind of damage can have an adverse effect on its performance. Any damaged components or cables should immediately be reported and replaced to ensure the device can continue to function. It is important to mention that any replacement components are directly funded by the department the computer is based in: the Maths department, for example, would have to pay for a new monitor if a monitor in their department broke.
- Check cable connections - For any computer to function properly, its cables must be connected. Any partial disconnection, even if the cable is still embedded in the device, can lead to a faulty connection, preventing the device from working. In particular, some monitor/projector cables have a special cable head with thumbscrews on either side. After plugging one of these cables in, it’s important to ensure these thumbscrews are fully tightened, as they strengthen the connection of the wire. If this is not the case, the wire may fall out or otherwise become partially disconnected.
- Check desktop settings - Even if everything is plugged in correctly, the desktop has additional settings that can be changed, which may cause further issues with your device. Settings such as display presentation, advanced network settings, and accessibility features can all interfere with the typical function of a computer, even if the settings were designed to assist or improve user experience. The most commonly misused settings are the display settings, especially in combination with a projector: screens are incorrectly duplicated or extended, preventing an additional monitor or projector from functioning correctly.
- Check projector settings - Similarly to desktop settings, projector settings can also heavily interfere with a clear, bright projection, making it hard for staff and pupils to see important classroom material. Projector settings can be modified to be brighter or darker, and the zoom and size of the projection can be adjusted to better fit the whiteboard. It’s also important to mention that projectors have a variety of power-saving modes that can be accidentally or automatically turned on after a certain amount of time, which darkens the screen, making it much more difficult to see.
- Follow printer instructions - Printers require a lot of moving parts to function properly, and it's easy for material to get stuck in these parts. In the event of a paper jam, printers used by Brigshaw will offer a step-by-step guide on how to restore the printer. In most cases, this will revolve around opening the side door and physically removing the material stuck inside; once the door is closed the printer will automatically refresh itself, allowing you to continue the printing process without further issue. Though paper misfeeds are the most common error regarding printing, there are a variety of other issues that Brigshaw printers also carry instructions for, making printer repair an easy task, even for untrained users.
Finally, it would be important to remember that the ITS team is always here to help. If you are unable to fix an issue yourself, or you feel you are not confident or qualified enough to do so, there is a reason the Brigshaw Learning Partnership has a team of trained and supportive technicians available to help. Furthermore, there are plenty of occasions where components and devices need to be repaired or replaced, and this can easily be resolved thanks to the various storage facilities situated around Brigshaw, which can lead to a swift and efficient recovery.
If you feel that you need the assistance of the IT support team, you can contact us via the SupportPal Helpdesk, or you can call us directly via extension 8800. Never be afraid to ask for support.
