If you are experiencing problems with your notebook please bring it to the Help Desk located in the Resource Centre

Help Desk:

If you are experiencing problems with your notebook please bring it to the Help Desk located in the Resource Centre

The following table outlines the level of service available to you at the Help Desk: Recommended Notebooks All Other Notebooks

Hardware Software* Hardware Software*

Under

Warranty Not Covered by Warranty

Less than 15 mins. To

fix

Greater than 15 mins. To

fix All

Network Client,

E-mail, Internet Other

Your

notebook will be sent to depot for repair.

Your notebook will be sent to the depot for quote. Help Desk will attempt configuration repair. Save your files to your home directory (H:). Help Desk will Ghost notebook. Only installation of network cards and our network printers.

Help Desk will attempt configuration repair. Reinstall software where applicable. No support available.

* Only software installed by the school will be supported. The Help Desk staff cannot help you with any software you have installed yourself i.e.) games, ICQ, MSN, Napster, etc.

Returns:

Items sent to the depot for a repair covered under the warranty should be

available to you four business days after they are given to the Help Desk staff. These repaired parts / notebooks will be returned to you as soon as they arrive. Deliveries can arrive as late as 4:00 here at the school, please keep this in mind.

We appreciate your co-operation,

Frequently Asked Questions:

Q: Who is ‘student’ and what is the password?

A: ‘student’ is your username for your new HP notebook computer. The password by default is blank.

Q: Why does the computer ask me to login to the network even when I’m not connected?

A: The network login is part of the computer’s security. Simply use ‘student’ as the username and nothing as the password until you set one to access Microsoft Windows XP.

Q: I want to get on the Internet from home, how do I do it?

A: You should choose an Internet Service Provider who suits your individual needs. Options include, but are not limited to: dial-up, high-speed dial-up and cable. Follow your Internet Service Provider’s guide to getting

connected from home. If you have concerns that these settings may disrupt the network settings for the school, do not worry, the computer support staff will promptly set things right when you return to school. We will ensure that the computer will be able to connect both at home and in the classroom.

Q: I have Internet access for my computer at home, can I install it on the new laptop, and how?

A: Simply follow the instructions provided by your Internet Service Provider. If you require technical support, please contact your I.S.P. If they have concerns that they may disrupt the network settings at the school, tell them not to worry, the computer support staff will promptly set things right when you return to school. We will ensure that the computer will be able to connect both at home and in the classroom. The only think we ask is that you not set a “static IP address” or enable Internet Access sharing on the notebook.

Q: Can I install my printer, scanner or other peripherals I have?

A: Yes, just follow the installation guide provided by the manufacturer. Q: Can I read my school Email when I’m not at school?

A: Yes, after you have set your GroupWise (e-Mail) password you can access GroupWise WebMail by visiting https://email.castle-ed.com with your browser. Use your network username and GroupWise password to

gain access to the site. Online help is available, and please remember to logout when you are finished.

Q: If I think something is wrong with my laptop, what do I do?

A: Please bring the laptop to the Help Desk at School. Our technician will evaluate the situation and resolve the issues promptly. Remember that your first line of defense is the Help Desk at Trafalgar Castle School. The Help Desk has direct access to many resources including software, spare parts, HP/Compaq Technical Support and the experience of working with these machines. Should a physical repair be required the laptop will be shipped to our Authorized Service Provider. Items sent to the depot for a repair covered under the warranty should be available to you four

business days after they are given to the Help Desk staff. Q: What programs are installed on my laptop?

A: There are many programs installed on your laptop. Some of these

programs work directly from your laptop and others require the network to run correctly. Your teacher will help instruct you in the use of each.

Q: Can I install other programs on my laptop?

A: Yes, you can install any programs you own, have a licence for or are “Freeware” or “Shareware” in nature. Please keep in mind that if your laptop must be restored (“Ghosted”) you will lose any programs you have installed and you will have to reinstall them before you can use them again.

Q: How do I save to the network?

A: Each student has a home folder on the server in which she can store files. It is accessible as soon as a student logs onto the school’s network. It is very important that students get in the habit of regularly backing up homework and assignments to this folder. When a student logs onto the school’s network their home folder is located on the H: drive and can be accessed through My Computer or Windows Explorer. To save a file to the H: drive go to the File Menu in whatever program you are in and click on save or save as and click on the drop down menu and select the H: drive, give a name to the file and click on the save button.

Q: What do I do if I can’t login to the network?

A: First, check that your cable is firmly attached to the network card or

Ethernet port of your laptop. Secondly, check to make sure that you typed in your username and password correctly. If after checking these two

things you still cannot login to the network, come to Help Desk for assistance.

Q: What do I do if my computer freezes?

A: First, determine if your laptop is truly frozen. Can you move the mouse? Can you open other programs? Does a light come on when you hold down the Caps Lock key? Try holding down the Ctrl+Alt+Del keys. A close program window should appear. If it does, then try to close the individual program that is frozen. If everything appears to be frozen and your laptop is not responding, restart it. ScanDisk will run since the computer was not shutdown properly. Allow ScanDisk to run, as there may be errors on your hard drive. If you are still having problems after restarting your laptop, bring it to Help Desk for assistance.

Q: What do I do if my floppy disk gets stuck in the drive?

A: If you cannot remove the disk easily yourself, then bring your laptop to Help Desk for assistance.

Q: What will happen if I have my laptop ghosted?

A: Ghosting is only performed by student request or if there is a software issue that can only be resolved in this manner. Ghosting restores your laptop to its original configuration. All the software that you need for school will be installed. Any software that you installed yourself you will need to reinstall. All files that you have saved to your hard drive, including homework and assignments, as well as music files, will be deleted during the ghosting process. Therefore, you should back up all files you need to complete homework and assignments before having the laptop ghosted.

Some Basic Instructions:

Login to the network:

• Username = lastname+firstinitial (So Jane Doe = doej)

• DEFAULT Password = traf0506

• Click OK

• Windows Workstation window may pop-up

• Username should appear as “student”

• Password is blank until you set one

• OK

Wait for Windows to load your desktop… Change you password(s):

• Press CTRL+ALT+DEL

• Click ‘Change Password…’

• Highlight ‘TRAF_TREE’

• Old Password = traf0506

• New Password = my_new_password

• Confirm New Password = my_new_password

• OK

• OK

• Press CTRL+ALT+DEL

• Click ‘Change Password…’

• Highlight ‘MYCOMPUTERNAME’ (This will actually be YOUR name)

• Old Password is blank, since you haven’t yet set one.

• New Password = my_new_password

• Confirm New Password = my_new_password

• OK

Problems Starting GroupWise?

Use these preferred settings while on our network:

Use GroupWise WebAccess from outside our network:

Change (or set) Your GroupWise Password • Start GroupWise

• Tools > Options… > Security > Password

• Old password = my_old_password (the first time, it is blank)

• New password = my_new_password

• Confirm new password = my_new_password

• Click OK

Configure the “Name Completion Search Order” and “Name Format” for GroupWise

• Start GroupWise

• Open Address Book

• File > Name Completion Search Order… Make this:

• Use the ‘>> Add >>’, ‘Up’ and ‘Down’ buttons to change the list order

• OK

Now you’re back at the Address Book

• Unselect ALL the Personal Address Books by holding down the CTRL key and left-clicking each book in the list box, OK to any warnings.

• OK (if OK is ‘greyed out’ – that means the Novell GroupWise Address Book is already formatting the entries lastname then firstname, so don’t worry about it, you can click Cancel)

Learn About GroupWise

http://www.novell.com/products/groupwise/groupwise_flash.html

Check the Help in GroupWise, especially Help > What’s New Things to look for that are COOL!

• Checklist Folder

• Junk Mail Handling

• Categories

Installing the Security Certificate

• Select the Certification Path tab

• Select Organizational CA

• Next >

• Finish

• Yes

• OK