Troubleshooting Process

Students who have issues with their netbook are encouraged to follow a series of basic troubleshooting steps or procedures. The most common issues tend to be related to connectivity – that is the netbook is not connected to the wireless network or may be connected to the wrong network. There are also times when a user may not have access to their H drive. 

The general troubleshooting procedures are as follows…

• First, attempt to resolve the issue yourself. Try three things to resolve the issue before you ask someone else. You have many resources at your disposal... 

o A link to the Netbook User Guide is located on your desktop.  

o Students may use the help feature in any application.

o Students may also ask a classmate or teacher for assistance.

• Don’t waste too much time troubleshooting, if you are missing out on class time get help. If you are not able to resolve the problem in about 5 minutes ask the teacher for permission to call or email the help desk.

Repair and Swap Procedures

Once you have worked through the troubleshooting procedures and have gained permission from a staff member to contact the Help Desk the steps for support and or repair are as follows…

1. Contact the Help Desk via phone at extension 1600 or via email at helpdesk@bathcsd.org. When you call or email the Help Desk you will need to provide some basic information. Your first and last name, your netbook ID number – which is on the label on the lid of your computer and also on your netbook bag. Your current location, the problem that you are having with your netbook and the steps you have already taken to troubleshoot the issue.
2. A Technology Services Department staff member immediately issue you a ticket number and will review the issue with you and verify the troubleshooting steps you have taken to resolve the issue. 
3. If the issue cannot be resolved immediately, you will be provided with directions on how to swap your netbook for a loaner.
4. When you report to the Technology Services Department a quick assessment of the device will be made. If there device cannot be immediately repaired and there is no evidence of physical damage or inappropriate behavior such as installing unauthorized software or altering the devices security settings a loaner will be provided until your device can be repaired.
5. When your device has been repaired, you will receive an email from the help desk indicating that you can pick it up. You will have 48 hours or two school days to do so.