Steps to take if you have an ICT problem

1. In many cases, a device full restart is all that's required.
2. Check the ICT support site 'self-help' section and articles.
3. Collaborate with fellow students or teachers to see if a solution is already known.
4. Contact ICT support staff, either by logging a support ticket using the Portal@TWC 'contact ICT' page or in person at the ICT office.

ICT staff will provide assistance with:

• Connecting appropriate devices to the school's wireless network and services.

• Installation of Microsoft Office via the download page.

• Questions about ICT services and the Portal@TWC page, including minimum requirements, antivirus and device recommendations.

• Basic assistance with initial fault diagnosis for devices and recommendations on how to proceed after failure or damage.

• Installation of Sibelius software for year 12 music students.

• Attempted data recovery of schoolwork.
   

ICT staff are unable to provide assistance for:

• Any device hardware repair. Examples include:
  • Failed/faulty devices
  • Smashed screens (Device repairs article here)
  • Damaged power cords, chargers or charging sockets
  • Broken ports such as USB
  • Broken DVD drives

• Supplying long term replacement/loan devices for failed student devices (article here).

• Student mobile phones, including connection or configuration.

• Installation or configuration of software on personal devices beyond providing recommendations. Examples include installing or configuring web browsers or antivirus products for the student. Students are welcome to perform these tasks themselves in the ICT office when support staff are available.
  BYOD enables students to learn about operating and maintaining their own device, by providing the freedom to choose a device they are most comfortable with.

• Alterations to the school's security or infrastructure to compensate for specific devices.

 
*Please note* there are times when the ICT office will be unattended and responses may not instantaneous. Out of hours requests via the Portal@TWC contact page may be actioned on the next working day.