IT Support

 

Student Laptops

 

It is very important that your children are using their school issued laptops. There are many apps that they will need to access that will be more difficult to access on your personal tablet or phone. Your teachers are not adept at troubleshooting issues on your personal devices as on SPS devices.

 

To better meet your computer and technology needs, SPS has created a NEW Student Help Desk! The Help Desk will be available from 7:00am to 8:00pm, Monday through Friday (except holidays). It will support families in both English and Spanish on the phone number (live chat is English only).

 

Students with a broken/inoperable laptop should call the new Help Desk and if the issue cannot be resolved remotely, the Help Desk will submit the request for a replacement delivery on the student’s behalf.

 

Following is the contact information for the new Student Help Desk – 
                                  Starting Monday, September 21st.

 

 

                                        STUDENT LAPTOP TROUBLESHOOTING

NOTE: Please Restart (not shut down but restart) your laptop daily and turn your laptop off when not in use. This is also the first step when troubleshooting any issue with your laptop.

                                           LOGGING INTO THE COMPUTER

Step 1: Power on the computer.
Step 2: The computer will come up to a login screen which should display “Other User”.
Step 3: In the bottom right corner, you will see the network connection icon. Verify that the computer is connected to the internet before logon.
Step 4: If you are NOT connected to a network, click on icon.
Step 5: If using a laptop, you should see a list of available wireless networks. Select your Wi-Fi network.
NOTE: You may also connect to the internet using an ethernet cable. You would plug one end of the cable into your laptop and the other into an ethernet port (usually in the back of the router). You can verify it is working if you see blinking lights inside the connector.
Step 6: Once you select your network, click Connect.
Step 7: You will be asked to enter the password if your network requires a password. Enter it now and click Next.
NOTE: Passwords are case sensitive meaning it must match exactly to how it was originally entered. If the password is supposed to be “PASSword” but it is entered “Password”, then it will not connect.
Step 8: If the password was entered correctly, you will see Connected. Wait at least 90 seconds before logging in the first time.
Step 9: Once you have verified internet access, type your Student ID in the “Username” (top) field and the password in the field below.
NOTE: Student passwords are “Sp” followed by their date of birth in a 2x2x2 format. EX: Sp123100 for December 31, 2000. If the password is entered incorrectly 5 times, the student will be locked out for 5 minutes. If this is your first time logging into this specific computer, Windows will go through a “Hello” setup phase. This is normal and may take a few minutes.
Step 10: Once logged in, the computer will take you to the desktop. Once here, you should be set to start using the computer.

                                            LAPTOP WILL NOT POWER ON

Step 1: Verify that the charger is fully inserted into a known working outlet/power strip and, if connected to a strip, that the power strip is on.
Step 2: Make sure that the charger cable is fully inserted into the charger (where the brick and outlet cable separate).
Step 3: Fully insert the charger tip into the charge port.
Note: For Lenovo laptops, when plugging in the laptop, you should see the Power Button blink to indicate the charger is supplying power to the laptop. HP laptops have a light directly next to the charge port that will illuminate. Dell laptops have a light at the bottom right hand side of the palm rest that will light up when plugged in.
Step 4: Press the power button for 2 seconds and wait 5 seconds (Dell and HP laptops sometimes may take a few seconds to display something when turning on).
Step 5: If nothing happens, press, and hold the power button for 10 seconds. This will perform a hard shut down and force the laptop to shut down. (Sometimes laptops may get stuck in “Sleep” mode and may have issues starting up again. This step should fix that as well).
Note: Shut Down the laptop once you are done using it and “Restart” the laptop daily. Not restarting the laptop or just closing the laptop lid when you are done may lead to network connection issues or the laptop not powering back on properly.

                                                      SOFTWARE CENTER

Software Center is an application used by both students and teachers to download and install many free applications made available to us by the IT department. The most used apps being Microsoft Office (for document creation/editing), and Microsoft Teams.

Step 1: Start by clicking on in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option.
NOTE: You may also find the Software Center by clicking on IT HUB on the desktop, clicking on the house in the upper corner and then clicking “Software Center”.
Step 2: The Software Center should open in a new window and will display the apps available to you after a few seconds.
Step 3: Locate and select the app you wish to install.
Step 4: Click the install button to begin downloading the app.
Step 5: After the app finishes downloading, it will automatically begin the installation process.
Step 6: Once the installation is finished, the Install button will change to a Uninstall button.
Note: Please restart your laptop after installing software.
Should you require more assistance…
If after following these guides and troubleshooting tips you feel you need help, feel free to open the Microsoft Teams app, locate the Student Help Desk Team, and enter your question(s) into the chat. A member of our IT department will respond as soon as possible.
If the Microsoft Teams app is missing from your device, please see below on how to access

                                                   MICROSOFT TEAMS

Installing Teams on Different Devices
There are multiple ways to get to Microsoft Teams should you need more assistance. The following will guide you on how to access the apps on different devices.
Teams Desktop Application
Step 1: Start by clicking on in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option.
NOTE: You may also find the Software Center by clicking on IT HUB on the desktop, clicking on the house in the upper corner and then clicking “Software Center”.
Step 2: The Software Center should open in a new window and will display the apps available to you after a few seconds.
Step 3: Locate and click on Microsoft Teams in the Software Center.
Step 4: Click the install button to begin downloading the app.
Step 5: After Teams is done downloading, it will automatically begin the installation process.
Step 6: Once the installation is finished, there should be an icon on your desktop.
Step 7: Click on and open the Teams app.
Step 8: On the left side of the Window, click on the icon.
Step 9: Look for the Team named Student Help Desk, select it, and enter your issue in the chat.

                                                         WEB VERSION

Step 1: On the desktop, launch the icon. If the icon is missing, open a web browser go to www.office.com and click sign in.
Step 2: Click on icon to open the Teams app.
Step 8: On the left side of the Window, click on the icon.
Step 3: Look for the Team named Student Help Desk, select it, and enter your issue in the chat.

                                                       MOBILE DEVICES

Step 1: Go to the App Store on iOS or the Google Play Store
Step 2: In the search bar, type Microsoft Teams.
Step 3: Download the app named Microsoft Teams.
Step 4: Once installed, open the app.
Step 5: Sign into the app using your SPS email which is studentID@springfieldpublicschools.com and use the same password used to log into the student computer, e.g. Sp123100.
Step 6: The first time you log in, you will be asked if you want to allow notifications and to allow use of the microphone (which is used for chat/meetings). Hit allow access.
Step 7: Hit “Next” until you get to the main screen.
Step 8: At the bottom of the app, click on the icon.
Step 8: Look for the Team named Student Help Desk, select it, and enter your issue in the chat.

INSTRUCCIONES EN ESPAÑOL

       SOLUCIÓN DE PROBLEMAS DE COMPUTADORA PORTÁTIL ESTUDIANTIL

AVISO: Se ruega reiniciar (no apagar sino reiniciar) tu computadora portátil y apagarla cuando no esté en uso. Esto también es el primer paso de identificar un problema y encontrar la solución.
Iniciar sesión en la computadora
Paso 1: Enciende la computadora
Paso 2: Aparece la pantalla de inicio de sesión, la que debe enseñar “Otro usuario”.
Paso 3: En el rincón derecho inferior de la pantalla, puedes ver el icono de conexión de red. Verifica que la computadora está conectada a Internet antes de iniciar la sesión.
Paso 4: Si NO estás conectado a una red, haz clic en este icono .
Paso 5: Si estás usando una computadora portátil, puedes ver una lista de redes inalámbricas disponibles. Selecciona tu red de WIFI.
AVISO: También te puedes conectar a Internet usando un cable de Ethernet. Enchufa un lado del cable en tu computadora portátil y el otro en un puerto de Ethernet, el que se encuentra normalmente en la parte atrás del router inalámbrico. Puedes verificar si está funcionando si ves luces brillando intermitentemente adentro del conector.
Paso 6: Una vez selecciones la red, haz clic en “Connect”.
Paso 7: Se te pide entrar la contraseña si tu red la requiere. Ingrésala ahora y haz clic en “Next”.
AVISO: Las contraseñas son sensibles a mayúsculas y minúsculas, lo cual quiere decir que debe verse igual a cómo fue ingresada originalmente. Si se supone que la contraseña sea “PASSword” pero se ingresa como “Password”, no te dejará conectarte.
Paso 8: Si la contraseña fue ingresada incorrectamente, verás “Connected”. Espera al menos 90 segundos antes de iniciar la sesión por primera vez.
Paso 9: Una vez hayas verificado el acceso a Internet, ingresa tu ID estudiantil en el campo de nombre de usuario el que se ubica en la parte arriba y la contraseña abajo.
AVISO: Las contraseñas estudiantiles comienzan con “Sp” seguido por tu fecha de nacimiento de formato MMxDDxAA. EJEMPLO: Sp123100 para el 31 de diciembre de 2000. Si la contraseña se ingresa incorrectamente 5 veces, serás bloqueado por 5 minutos. Si es tu primera vez iniciando la sesión en la computadora portátil estudiantil, Windows te orientará con una presentación de configuración la primera vez que enciendes la computadora, lo cual puede tomar unos minutos para hacer.
Paso 10: Una vez iniciado, la computadora te llevará al escritorio. De aquí, todo ya debe estar listo para que empieces a usar la computadora.

                        LA COMPUTADORA PORTÁTIL NO SE ENCIENDE

Paso 1: Verifica que el cargador ha sido insertado completamente en un enchufe/múltiple que funcione, y si está insertado en un múltiple, verifica que está encendido.
Paso 2: Verifica que el cable de enchufe está insertado completamente en el dispositivo cargador (donde el dispositivo cargador y el cable de enchufe se separan).
Paso 3: Inserta completamente la punta del cargador en el puerto de cargador.
AVISO: Para las computadoras portátiles de Lenovo, al conectar la computadora al cargador, puedes ver que el botón de inicio brillará intermitentemente para indicar que el cargador está proporcionando poder a la computadora portátil. Las computadoras portátiles de HP tienen una luz directamente al lado del puerto de cargador que se iluminará. Las computadoras portátiles de Dell tienen una luz en la parte derecha inferior del dispositivo donde se coloca la palma que se ilumina al conectarse al cargador.
Paso 4: Presiona el botón de inicio por 2 segundos y espera 5 segundos (las computadoras portátiles de Dell y HP pueden tomar unos segundos para fijar algo al encender).
Paso 5: Si no pasa nada, presiona y aguanta el botón de inicio por 10 segundos. Esto apagará la computadora. (A veces las computadoras portátiles pueden colgarse en el modo “Sleep” y tener problemas al reiniciar. Este paso lo debe solucionar también.
AVISO: Apaga la computadora una vez acabes de usarla y reiníciala a diario. No reiniciarla o cerrar la pantalla después de usarla puede resultar en problemas de conexión o problemas de encender apropiadamente.

                                              CENTRO DE SOFTWARE

El Centro de software es una aplicación usada por ambos estudiantes y maestros para descargar e instalar varias aplicaciones gratis que se hacen disponibles por el Departamento de informática. Las aplicaciones más usadas son Microsoft Office (para crear/editar documentos) y Microsoft Teams.

Paso 1: Comienza al hacer clic en este icono: ubicado en la parte izquierda inferior de la pantalla e ingresa “Software Center” (sin cuotas). Debe aparecer como la primera opción.
AVISO: También puedes encontrar el Centro de software al hacer clic en el atajo de IT HUB ubicado en el escritorio. De allí, haz clic en la casa en el rincón superior de la pantalla, y después haz clic en “Software Center”.
Paso 2: El Centro de software abrirá una nueva ventana y enseñará las aplicaciones disponibles para descargar después de unos segundos.
Paso 3: Ubica y selecciona la aplicación que deseas instalar.
Paso 4: Haz clic en el botón de instalación para comenzar a instalar la aplicación.
Paso 5: Después de que la aplicación termine de descargar, iniciará el proceso de instalación automáticamente.
Paso 6: Una vez se complete la instalación, el botón de instalación se cambiará a un botón de desinstalación.
AVISO: Se ruega reiniciar tu computadora portátil después de instalar software.
Por si requieres más asistencia…
Si sientes que necesitas más ayuda después de seguir esta guía de solución de problemas, no duda en abrir la aplicación de Microsoft Teams y encuentra el Equipo de Student Help Desk e ingresa tu(s) pregunta(s) en el chat. Un personal del Departamento de informática responderá lo más antes posible.
Si no puedes encontrar la aplicación de Microsoft Teams en tu dispositivo, lee a continuación los pasos de cómo acceder a Microsoft Teams.
Cómo instalar Teams de varias maneras
There are multiple ways to get to Microsoft Teams should you need more assistance. The following will guide you on how to access the apps on different devices.

                            APLICACIÓN DE TEAMS EN EL ESCRITORIO

Paso 1: Comienza al hacer clic en este icono: ubicado en la parte izquierda inferior de la pantalla e ingresa “Software Center” (sin cuotas). Debe aparecer como la primera opción.
AVISO: También puedes encontrar el Centro de software al hacer clic en el atajo de IT HUB ubicado en el escritorio. De allí, haz clic en la casa en el rincón superior de la pantalla, y después haz clic en “Software Center”.
Paso 2: El Centro de software abrirá una nueva ventana y enseñará las aplicaciones disponibles para descargar después de unos segundos.
Paso 3: Ubica y haz clic en Microsoft Teams en el Centro de software.
Paso 4: Haz clic en el botón de instalación para comenzar a instalar la aplicación.
Paso 5: Después de que la aplicación termine de descargar, iniciará el proceso de instalación automáticamente.
Paso 6: Una vez la instalación se complete, debe haber este icono: en tu escritorio.
Paso 7: Haz clic en la aplicación de Teams y ábrela.
Paso 8: En el lado izquierdo de la ventana, haz en este icono:
Paso 9: Busca el Equipo nombrado Student Help Desk, elígelo, e ingresa tu problema o pregunta en el chat.

                                                    VERSIÓN WEB

Paso 1: Desde el escritorio, haz clic en este icono: . Si el icono no está, abre un navegador web y visita www.office.com y haz clic en “Sign In”.
Paso 2: Haz clic en este icono: para abrir la aplicación de Teams.
Paso 3: En el lado izquierdo de la ventana, haz clic en este icono:
Paso 4: Busca el Equipo nombrado Student Help Desk, elígelo, e ingresa tu problema o pregunta en el chat.

                                          DISPOSITIVOS CELULARES

Paso 1: Pasa al App Store para iOS o la tienda de Google Play
Paso 2: En el área de búsqueda, ingresa “Microsoft Teams”.
Paso 3: Descarga la aplicación titulada Microsoft Teams.
Paso 4: Una vez instalada, abre la aplicación.
Paso 5: Regístrate en la aplicación usando tu email de las Escuelas Públicas de Springfield, el que se ve así: IDestudiantil@springfieldpublicschools.com y usa la misma contraseña que usas para registrarte en la computadora estudiantil, ejemplo: Sp123100.
Paso 6: Se te pide la primera vez que te registras si quieres prender notificaciones y permitir el uso del micrófono (se usa para el chat y reuniones). Permite acceso.
Paso 7: Haz clic en “Next” hasta que llegues a la pantalla principal.
Paso 8: En la parte inferior de la aplicación, haz clic en este icono:
Paso 9: Busca el Equipo nombrado Student Help Desk, elígelo, e ingresa tu problema o pregunta en el chat.

                                     STUDENT SOUND/MIC TROUBLESHOOTING

                                            TROUBLESHOOTING “NO SOUND”

NOTE: It is good practice and recommended to Restart (not Shut Down but Restart) your laptop AT LEAST once a week. This allows Windows Updates and other updates and installations to complete and flush anything else the computer needs to. This is the first thing that should be tried when troubleshooting as this will resolves many issues on its own.
NOTE: If using wired headphones, make sure that they work on another device and the cable is fully inserted into the jack. If they are not fully inserted, it may result in intermittent audio, only one headphone working or no sound at all.
Step 1: Check the volume. Click on the in the taskbar (lower right of screen)
Step 2: If the volume is low or muted, move the slider towards the right to raise the volume or to unmute.
Step 3: While still in the volume menu, make sure the correct device is selected. You may see , if so, click on it.
Step 4: In most cases, the computer speakers are labeled “Speakers” and headphones will be “Headphones”. Select the device you are trying to use.
NOTE: Some devices may have only one option for both speakers and headphones and labeled as such “Speakers/Headphones”.
Step 5: Try adjusting the volume of the laptop by clicking on the slide bar. The computer will play a tone every time you click on this bar. If you hear this sound, try playing a video online. If not skip to Step 7.
Step 6: Most videos also have their own volume control separate from the Windows sound control. Make sure the volume for the video is also raised. If you hear sound from the video, you should be all set. If not, continue onto the next step.
Step 7: Right click on and select
Step 8: If you see under any device or application, then that app is muted. Click to unmute
Step 9: Once all devices and applications have been unmuted, try playing a video again. If there is still no audio, continue to the next step
Step 10: Right click on and select
Step 11: Click and close that Window when it opens
Step 12: Click
Step 13: Listen for any sounds. Click if you didn’t hear anything. (If you did, you are all done and can close the troubleshooter.)
Step 14: The computer will reinstall or roll back the audio driver. This may take a few minutes and then it may prompt you to restart.
Step 15: Click and it should play some test sounds for you again.
Step 16: Usually, the sound should work at this point. If not restart the computer and test the audio by playing a video.
Step 17: If you still do not hear anything, the computer may have an issue that requires repair.

                          AUDIO/MIC SETTINGS IN MICROSOFT TEAMS

If you are experiencing issues with audio or the microphone in Teams, here are some things for you to check.

Step 1: Check your microphone setting to see if you are muted. While in a meeting, move your cursor and will appear towards the bottom of the window.
Microphone is enabled
Microphone is muted
More actions (settings)
Step 2: If you see , click on it once to enable the microphone (unmute) and you should see
Step 3: Try speaking into the microphone to see if it is working. If it is not, continue on.
Step 4: Select and then
Step 5: A window will slide open from the right that looks like this:
Step 6: Make sure the correct device in selected in the drop down (pictured above in red) especially if using headphones.
NOTE: You can also adjust the volume of the speakers in this window using the slider under “Speakers”
(pictured above).
Step 7: After verifying all settings are correct, try speaking to test the microphone. If the microphone can hear you, you should see the bar fill up like this:
If the microphone is not functioning after trying all these steps, try using a headset, a set of headphones that have a microphone or an external microphone. If this fails as well, it is likely that the computer may need to be replaced/repaired.

                                          AUDIO/MIC SETTINGS IN ZOOM

If you are having issues not being able to hear anyone or if they cannot hear you, here are some steps to try.

Step 1: When joining a meeting, be sure “Do not connect to audio” (pictured below) is NOT checked.
Step 2: Once you enter the information for the meeting and you are allowed to join, you will be asked if you want to “Join with Computer Audio” (pictured below). You can also select “Test Speaker and Microphone” before joining the meeting. Select “Join with Computer Audio”.
NOTE: You can also check the box at the bottom of the windows (highlighted in red in the picture below) to automatically connect with audio when joining future meetings.
Step 3: You should now be in the meeting with audio and can confirm this if you see in the bottom left of the Zoom window. Your audio and microphone should now work. If not, continue on.
NOTE: If you see , click on it to unmute your microphone.
Step 4: If you joined the meeting and you see , you can click on the icon and go back to Step 2, or click on the carat (highlighted in red in the picture below) and select either “Test Speaker & Microphone…” or “Audio Settings”
If you selected “Test Speaker & Microphone…” go to Step 5a
If you selected “Audio Settings”, go to Step 5b
Step 5a: If you selected “Test Speaker & Microphone...”, the computer will play some test sounds (pictured below). Verify you have the correct output device selected (highlighted in red) and select “Yes” if you heard the tone or “No” if you didn’t.
Next, the computer will test your microphone (pictured below). As before, make sure the correct device is selected (highlighted in red). Now speak into the microphone and the computer will play back what it heard. If you heard what you said played back to you, select “Yes”. If not, select “No”. NOTE: If the microphone can hear you, the “Input Level” bar will fill with blue as seen below.
If you selected “Yes” you are done testing. If you selected “No” Zoom will look for another microphone to use. It will repeat the test with any microphones it finds. Once it cannot find any other microphones to test, you will get the window pictured below. At this point, you can “Test Again” or close the Windows as “Join Audio by Phone” is not an available option since it requires Licensing in order to use.
If you have made it to this step, it is likely that you will have to use a headset, headphone with microphone, an external microphone, another device like a phone/tablet or another computer.
Step 5b: If you selected “Audio Settings” you should see a window like the one pictured below.
Verify that the correct output device is selected (highlighted in blue). Selecting “Test Speaker” (highlighted in red below) will play audio in a loop. You can adjust the volume level (highlighted in green below).
Verify the correct microphone is selected (pictured below, highlighted in blue). It is recommended to have “Automatically adjust volume” checked (highlighted in green). You can also adjust the volume of the microphone (also highlighted in green). Selecting “Test Mic” (highlighted in red) will have the microphone record and then play back any sounds it just recorded.

If you have made it to this step, it is likely that you will have to use a headset, headphone with microphone, an external microphone, or another device like a phone/tablet or another computer. If you are a student and have a Lenovo laptop, notify IT in the Student Help Desk in Teams. They may have to manually fix the issue for you.