Technical Support and FAQ

Many problems which arise from time to time with computers, network, gradebook, attendance, etc, are simple to troubleshoot and fix on your own. Browse through the section and see if you can find answers related to your problem. If nothing works for you then fill out a repair request for help.

Computer Support

Computer Won't Turn On
  1. First, check to make sure the computer power cord is plugged into the surge protector or power strip. Also make sure the surge protector or power strip is plugged into the wall.
  2. Most power strips have a built in on/off rocker switch, make sure that is turned on as well (Most switches are marked with '|' meaning closed circuit or "on", and 'O' meaning open circuit or "off"). Make sure all power connections going from the back of the computer to the wall are all snug fit.
  3. Many computers have a rocker switch on the back located on the power supply (close to where the black power cord plugs in to the back of your computer), make sure that it has not been turned off by mistake, it should be in the '|' position. If you can't find it, then most likely it does not exist on your type of machine.
  4. If you are still having problems, contact Technology ext. 144 or fill out a work order.
Computer Powers On, But Nothing Comes On Screen
  1. Is the power switch on? The power switch is generally located on the front of the monitor.
  2. Make sure the monitor's power cable is plugged in securely into the back of the monitor and goes all the way to your power strip.
  3. Check the video cable which runs from the back of the monitor to the back of the computer, make sure it is plugged in.
  4. If you are still having problems, contact Technology ext. 144 or fill out a work order.
Can't Log On
  1. Make sure you are using the correct Novell user id and password.
  2. If you don't see the Novell screen when you boot up, make sure the computer's patch cable (look like a fat phone cord) is plugged into the back of the network card (looks like a big phone jack) and goes all the way to the wall or a hub.
  3. If your computer's patch cable is plugged into a hub or switch (looks like a box with many jacks on the back and some lights on the front), make sure the hub is plugged into power and that the lights are active on the front.
  4. If you are still having problems, contact Technology ext. 144 or fill out a work order.

Printer Support

Can't Print to Local Printer
(Attached to YOUR computer)
  1. Make sure the printer is turned on.
  2. Check all the connections for the printer are correct, the power for the printer should be connected to the wall or power strip. The printer cable should be connected from the back of the printer and secured to the back of the computer.
  3. If you are still having problems, contact Technology ext. 144 or fill out a work order.
Can't Print to Network Printer
(Attached to network with HP JetDirect)
  1. YOU MUST BE LOGGED INTO NOVELL TO PRINT TO ANY NETWORK PRINTERS.
  2. If you are still having problems, contact Technology ext. 144 or fill out a work order.
Paper Jam
  1. If you can see the paper which is jammed, try to carefully pull the paper through. If it is not moving easily don't force it.
  2. If you are still having problems, contact Technology ext. 144 or fill out a work order.

    *Paper jams occur most often when trays are not correctly loaded, poor quality printing paper or media, the printer needs cleaning, or user-replaceable parts are wearing out.
Poor Print Quality
  1. Is the ink cartridge/toner low? This is usually the problem which will cause degraded colors or black ink quality or may not print at all. If the printer is a laser jet, take out the toner if you know how and shake it up (this will make it last a little longer). Request printer ink or toners by dialing ext. 144.
  2. If the ink cartridge has just been replaced, try cleaning the print head. Instructions are most likely on the inside cover of your printer.
  3. If you have not used your printer in a while (i.e. all summer), the ink around the print head has most likely dried up. Try cleaning the print head. Instructions are most likely on the inside cover of your printer..
  4. If you are still having problems, contact Technology ext. 144 or fill out a work order.

eGrades Support

Opening Classes
  1. Make sure you are logged into Novell with YOUR UserID and password.
  2. Classes are located on the Y:\ drive, find your teacher number and open the folder.
  3. Opening a class requires your eGrades password which is your last 4 digits of your SSN.
Setting Up Categories
  1. Click on Class and choose Categories
  2. Click on the arrow to the right of the box labeled Categories For... and choose the appropriate six weeks period.
  3. In the Description box, enter the category title; i.e. Daily, Quiz, Exam, etc.
  4. In the Weight box enter the percent you want the category to weigh; i.e. 30.000
  5. Check Include in Grade Summary and Allow Alternate boxes, do NOT check the Extra Credit box.
  6. Click OK.
  7. Repeated these steps for each Six Week period, but do NOT adjust the Term Exam categories.
Entering Assignments
  1. Click on the icon labeled Assign
  2. Enter a Description for an assignment; i.e. homework p27, quiz ch. 2...
  3. In the Points column enter the possible points for the assignment.
  4. In the Adjust column enter 100 (the weight column will change to indicate the multiplier needed to make Points column equal to 100)
  5. Right click the mouse in the Category column and choose the appropriate category for the assignment (Skip this step if you are using a total point system)
Entering Grades
  1. Click on the icon labeled A+ Score, student grades will be defaulted to incomplete until you enter a grade.
  2. Use the arrow keys to move to the column for which you want to enter assignment grades.
  3. Enter student grades.
  4. To enter special grades, i.e. Incomplete, right click in the grades column and make a selection.
Additional Support
For additional support, contact Technology ext. 144 or fill out a work request.

eAttendance Support

eAttendance Support
Contact Technology ext. 144 or fill out a work request.

Pegasus Mail Support
(Pmail)

Can't Open Pmail
  1. You MUST be logged in to Novell with your UserID and password to access your pmail inbox.
  2. Ensure you have a pmail icon either on your desktop or in your start menu. If one doesn't exist, contact Technology for a pmail install.
Find a User's Pmail Address
  1. In most cases, a user's pmail address is their first initial followed by there last name, i.e. Jason Carter = jcarter.
  2. To find a specific address, with the Pmail window active, press F2 to bring up the search dialog. Now click the Search button on the upper right of the dialog. Find the user's name and double click to create a new message addressed to them.
Configuring Pmail to check your voicemail.
  1. In Pmail, click Tools on the toolbar and select IMAP Profiles... from the menu. In the new dialog, click the button New.
  2. In the Profile Name box, enter My Mailbox.
  3. In the IMAP Server Address box, enter 10.13.1.2.
  4. In the Server Port box, enter 143.
  5. Leave the Timeout box empty.
  6. In the Login Name box, enter your extension number (Everyone has an extension number regardless of rather you have a phone or not! If you don't know your extension number, contact Technology).
  7. In the Password box, enter your last 4 digits of your SSN. Enter this again in the Type Password Again box.
  8. Periodically update the INBOX view needs to be checked and 60 entered into the text box.
  9. Always connect to this profile at startup also needs to be checked. Below is an example of what it should look like, your login name will be different.

VoIP Phone Support
(Voice over Internet Protocol)

Access your voicemail from any NBX telephone
  1. Pick up the handset and press MSG.
  2. At the password prompt, press *
  3. At the prompt, enter you extension number.
  4. Enter your password (last 4 digits of SSN) and press #.
Access your voicemail from home or any other outside line.
  • If the Automated Attendant answers, press * * during the greeting. At the prompts, enter your extension and password, and then press #.
  • If the receptionist answers, ask to be transferred to your voicemail and press * during your voicemail greeting. At the prompts, enter you extension and password and press #.
Forward a Message
  1. While you are listening to the message, press 5.
  2. The system prompts you to enter an extension or voicemail group list number. Add as many destinations as you want.
  3. After you have entered all the destinations, press # and record a forwarding comment.
  4. When you finish recording the comment, press # for more options or hang up.