Ticket Details: Creating, Prioritizing, Responding
Posted by Jodi (Witte) Florence on 08-13-2016 02:06 PM

Creating Tickets:

All repairs are done strictly through this ticketing system, not by phone call, email, or in person request in the hallway.

Please do not create tickets for other people. It is very important that over time everyone in the district eventually creates their own account within this system so that they can always be notified of the status of their repairs, so they can communicate and update tickets when more information is available, and so they can also receive the important technical news that is sent out via this system. If your computer is down, and you need to create a ticket please use a computer in the lab or the media center to submit that ticket.

Ticket Priorities:

Please help us by correctly prioritizing your tickets.

Emergency: This is a major problem, i.e., whole network goes down, and needs immediate action from all who can help.

High Priority: The user who reported the problem needs immediate help. There is no work-around for the problem, and the user cannot work until the problem is solved.

Medium Priority: The problem is affecting the user's work, but there is a work-around until the problem is solved.

Low Priority: The problem is annoying and should be fixed, but it is not time critical.

Responding to tickets:

When you are asked to respond to a ticket, please log in your account, click on My Tickets tab, and open the ticket you want to add a response to.  There is a button that will allow you to leave a reply. Our ticketing system allows for us to track all steps from the time you enter a new ticket until the time it is solved. You will always know what is going on with any of your tickets and our technology staff will always know when there is an update, whether from another tech or a change in what you initially reported. If you  reply by email, be sure you keep the ticket ID number in the subject line so that it updates in our system.

Information, Information, Information:

The more detailed information you can include in your ticket, the better able we are to respond with the proper tools or parts, or if its a request, we are able to complete that request exactly as you want it, if we know exactly how you want it. If you leave out important information, such as your IP address when telling us your internet does not work, you are blocking us from a possible quick fix, or a clue as to exactly what we need to do. Please make sure you always include serial numbers, IP address, model and type, room # (yes people do forget to include this :), and then a detailed narrative of what the problem is, when it started, and any other information you can provide so that if we come fix the problem when you are not in your room, we still have enough information to get the job done right the first time.

In Summary - Always:

Submit your own tickets, prioritize them correctly, include as much info as possible for best response, and do log in to view status of your requests and to add additional relevant information directly to the ticket.

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Youtube and Streaming Music
Posted by Jodi (Witte) Florence on 03-25-2016 11:25 AM

The issue with the security certificate of youtube has been resolved and you are now able to use youtube again, without problems.


We are getting many requests to open up Pandora. Streaming music will not be opened back up at this time. With hundreds of teachers and staff (and students) streaming music, we have a serious issue with our bandwidth and our network lags terribly during the day because of this. Streaming music interrupts and disrupts actual educational use of our network.

Until we have the capabilities in place to divide the student traffic from the teacher traffic, we just can't leave that open for everyone. We are working on a whole new network setup that will allow us to have totally different policies for teachers, but until that is in place, we ask that you please use another option to enjoy your music:
      A smart phone, ipod or mp3 player with speakers
      Bring CDs to play in your computer
      Listen to a radio

Thanks for your understanding!

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Our Biggest Problem - PuPs
Posted by Jodi (Witte) Florence on 02-23-2016 12:55 PM

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Backup of Data & Files – Why it is Important
Posted by Jodi (Witte) Florence on 02-02-2016 02:14 PM

I have been seeing a number of staff asking me to recover lost or damaged files lately. Some we can recover, many times we can't.

Having duplicate copies of your most important information saved in a remote location keeps it safe in case anything goes badly wrong with your computer.


When you think about it there are a number of ways files can be lost unexpectedly…


Computer crashes – always happen when you least need it, and can lead to data loss.

Virus Infection – aggressive malicious viruses can corrupt files and disable computers.

Hard drive failure - hard drives have a finite lifetime and can fail suddenly and without warning. The sudden death of a hard drive can cause the painful loss of months or years of irreplaceable files and the timing can be catastrophic – if this happens close to a work or school deadline it could be a nightmare scenario.

Physical computer damage – your files are more at risk if you use a laptop. Light and portable comes at the price of reduced durability. Laptops are sensitive and are easily damaged if dropped or have drinks spilled over them.



The bottom line is that if you value what’s kept on your computer, it’s wise to take steps to protect your information from sudden loss.  Work can be redone, but the loss of cherished files like family and travel photos is permanent.

Many users regularly back up their files to their computer hard drive, but in the event of a total computer breakdown this will not protect the information.  Saving data to a separate location makes far more sense, and can be easily done if you have an external hard drive, or a large-capacity flash drive to back up onto.

However this method is only as secure as the device you’re backing up to. When saving your files on physical devices, your backup device needs to be kept in a different location than your computer. And make sure you are regularly adding new data to your flash drive backup. once a month may not be enough....if you create new documents all the time, you probably want to consider daily or at the minimum weekly backups. 

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Common Problems
Posted by Jodi (Witte) Florence on 08-13-2014 12:26 PM

Promethean Board not working? Bad AC3 driver? 

**UPDATED**  Please go to
and download the ActivDriver x32 Windows if you have a Dell Optiplex 755. If you have a different computer, please check System Properties to determine whether you have 32 bit or 64 bit Windows and download the appropriate driver for your Windows type. Run that file until it is finished, and then reconnect your USB cable that goes to your board.

If you would like to download the latest version of ActivInspire, you can find it here

Missing or Updated Applications you may need:

Go to to download the latest version of Adobe Reader. ** Be sure to UNCHECK the "Optional Offer" in the center pane of that window! 

Go to to download the latest version of Adobe Flash

Go to  to download the latest version of Java


We are seeing a lot of viruses all of a sudden, here is something to watch out for: If you are going to download software like Adobe or Mozilla Firefox make sure you are downloading from the official site, do not search for Mozilla (for example) and be fooled by downloading from a site with an address such as

The same goes for if you need a driver for installing a printer or want to update a driver. Don't ever download a "driver updater" that promises to keep all your drivers up to date. These are always bad news and you will end up with more trouble than you started with. Always go directly to the printer manufacturer's website (such as to obtain these files.

Do you have a virus? If you see some new software on your desktop suck as PC Optimizer or MyPCBackup, you have most likely stumbled upon a "downloader" program that is going to flood your computer with installs of programs you did not ask for. Its very important that you go into Control Panel/Programs/Uninstall Programs and uninstall the following: PC Optimizer, Driver Updater, KeepMySettingsX, ConverterFree, and Andromedand.



If your Sophos is not updating it is because I have not installed the latest version on your computer. We just received the new Sophos server about a week before school started, and it requires a new install on each computer. Sophos is still scanning and protecting your computer, although it has not received the latest virus definitions. I have already reinstalled Sophos on over 500 computers in the district and will get to all the rest very soon. Please keep in mind that there are still outstanding repairs that need to be done and Sophos will be completely finished as soon as the repairs have been taken care.

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Keep your computer from dying prematurely
Posted by Jodi (Witte) Florence on 04-11-2014 01:50 PM

Believe it or not, a computer generates a lot of heat. It’s very important to keep your PC at a normal temperature. If your computer overheats, it can cause irreparable damage to its internal components and extreme cases can even cause fires. Dust around and inside your computer can trap heat inside the machine. This causes the cooling fan to run longer and harder, increasing its odds of wearing out. No matter what you do, dust will inevitably gather inside the machine over time. If you're up to the task it could help to open the PC's case and blow out the dust with compressed air or ask your media specialist about a small vacuum that you can borrow to clean out your PC every now and then.



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