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CLANCY

Catholic College

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A Catholic Learning Community

Slide background

CLANCY

Catholic College

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A Catholic Learning Community

Clancy Catholic College | ICT Support
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ICT Support

The ICT Help Desk in the Library is the first place for students to go if there are any questions or issues regarding school network connection, a school supplied device (eg. Laptop, iPad), or email/account issues. The ICT staff are available to students most recess and lunch times to assist with technology.
When students approach the ICT Help Desk with a question or issue, they need to ensure that they have:

  • their school diary
  • their school supplied device
  • the school supplied case for the device
When a school supplied device is submitted to the ICT staff for an issue, a stamped notification will be placed in the student diary with an estimated resolution time. This is to ensure that when a student is without a school supplied device, they can easily inform teachers and parents. Generally, the ICT staff will not leave any student without a device for more than two school periods in a day. If the rare situation arises that the repair will take longer, the student diary notification will be amended. If the school supplied device needs to be sent away for repair, a spare device will be issued to the student.

Typically when a school supplied device needs to be sent to our service centre for repair, it takes approximately 2 weeks to be returned to the school. When it is returned, students will be notified via the school daily notices. The daily notices are made available to students during the morning pastoral class. Once the student receives the notice, they are to return to the ICT Help Desk (during break times) with the spare device to organise the exchange for their original school supplied device.

The ICT staff ensure that every student has a school supplied case (or equivalent replacement) when collecting their device from the ICT Help Desk. Any device case that is not a hard sided case (eg. a neoprene laptop cover), and cannot provide some significant protection to the school supplied device will not be accepted. If the school supplied case has been lost or damaged beyond the point of functionality, an equivalent replacement must be provided by the student.

Student FAQ

My Macbook works with other peoples chargers but not my one. Do I need a new charger?
Apple-MACBOOK-60W-Power-Adapter-Image1_382x352
Yes more than likely you do. In most cases this is covered under warranty and we can do an exchange for a new charger immediately at the ICT Help Desk.
Another case of this happening is if your charger is physically damaged to the point where it no longer works (cuts or visible wire along the cord of the charger). If this is the case then the charger is not covered under warranty and you will have to purchase a new one. We advise parents/students to source their own replacement chargers as it is less than the cost of going through us and paying the ICT excess levy.
My school Macbook is not charging. The charge port appears to be cracked/damaged/pushed in and there are no lights on the charger when I plug it in. What do I do?
chargeport
This is a very common issue with the white unibody MacBooks (example above). This happens because of an impact (damage) on that corner of the laptop. If you do not know how this happened, more than likely it is because the laptop has received damage while being inside your school bag. This can happen when students don’t realise their laptop is inside their bags when it is thrown down, around or generally mistreated. Of course we are well aware that accidents do happen as well to cause this damage. Unfortunately this damage is not covered under warranty and must be paid for by the parents. At the ICT Help Desk we can take the laptop, send it for repair and issue a spare laptop for the student to use in the meantime. Please see the Device Repair Process below for more information.
An easy way to avoid future damage is to always keep your laptop in its protective case when you aren’t using it, and don’t mistreat your school bag with your laptop in it.
My laptop is running slow and the battery doesn't last that long. Why is that?
Open apps
Open Widgets
This can happen when you have too many apps running at the same time. To see which apps are running simply view your dock. Each app that is still running will have a blue dot under it (as seen in left pic above). You can close an open app by clicking on its dock icon and then pressing Command + Q on the keyboard. Alternatively you can press Control + Click on its icon and select Quit.
Another reason for slowness/ low battery life could be that there are many dashboard widgets running. The dashboard can be opened by clicking on its icon (above right pic). Once in, if there are lots of widgets (apps, games, and various other things) visible, you need to close them. This can be done by clicking on the + in the bottom left and then clicking the X on each widget to close it. To exit the dashboard press Esc on the keyboard.

If after the problem continues to exist after trying these steps, be sure to Restart your laptop.

How do I go about backing up the data stored on my school Macbook?
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hdds
Firstly, you need to have a USB External Hard Drive. If you are looking at purchasing one for this purpose, you would preferably want a 2.5″ one. These do not require external power which is much more user friendly. Once you have your USB External Hard Drive, you can make use of the built in app for backups called Time Machine. Please click on the link below to continue setting up your Time Machine backups.
Using Time Machine for your Backups
My school macbook keeps correcting my spelling to the American standard. How to I change it to the Australian one?
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ausimages
You can do this by doing the following steps:
Go to ‘System Preferences’
Click on ‘Language & Text’
Click on the ‘Text’ tab
Change the ‘Spelling’ drop down menu to ‘Australian English’
How do I print anything out while I'm at school from my Macbook?
Printer_Picture
There is a web based printing system built in to the school network which can allow you to print you work for a small fee. To get started, you must have some money on your printing account. If you do not have any money on your printing account, you can put some on by asking about it at the front office of Clancy College. Once you have done that, click on and read the guide below. Click here to get to the Web Print page (onsite only)
How to Web Print at Clancy Catholic College
How do I print anything out while I'm at school from my iPad?
Printer_Picture
There is a web based printing system built in to the school network which can allow you to print you work for a small fee. To get started, you must have some money on your printing account. If you do not have any money on your printing account, you can put some on by asking about it at the front office of Clancy College. Once you have done that, click on and read the guide below.
How to Print from iOS devices at Clancy Catholic College
My laptop screen has what appears to be cracks, black marks, and funny colours and I can't see anything on it. What's wrong with it?
MacbookWhiteUnibodyCracked
This means that your laptop screen has been cracked due to an impact or other physical damage (examples above). This damage is not covered under warranty and must be paid for by the parents. At the ICT Help Desk we can take the laptop, send it for repair and issue a spare laptop for the student to use in the meantime. Please see the Device Repair Process below for more information.
An easy way to avoid future damage is to always keep your laptop in its protective case when you aren’t using it, and don’t mistreat your school bag with your laptop in it.
I have a printer at home that I can use. How do I set that up on my school Macbook?
Printer_Picture
As there a many students in our school with different printers in their homes, it is quite difficult to advise everyone on a ‘standard’ way to set up their own home printer. We have composed a very basic set of instructions for setting up a USB printer on a Macbook, which can be found below. If you are unable to install your printer using these instructions, please bring your Macbook to the ICT Help Desk with either the disc supplied with your home printer, or make a note of the make and model of the printer and bring that. We will endeavour to help you with this as much as possible.
Setting up your Home Printer – Basic Instuctions

Device Repair Process

Hardware Repairs

Once the MacBook repair has been logged with the Clancy ICT Staff in the Library, it will be collected and taken away to a repair centre, where it will be inspected and repaired by qualified technicians.
These technicians will also make a decision on whether the repair will be covered under the MacBook’s warranty or not. This is important because warranty jobs are completed at no further cost, while non-warranty jobs cost money in parts and service charges.
The technicians see many hundreds of MacBooks a month, and have enough tools and experience to accurately tell whether a problem is caused by a random failure or manufacturing defect, or whether it was caused by misuse. Any problem caused by accidental or deliberate misuse will not be covered under warranty.
Examples of warranty repairs

  • Hard drive failure
  • Service Battery warning
  • Beeping on startup
Basically, any problem that “just happened” without any signs of physical damage is usually going to be covered under the warranty.

Examples of non-warranty repairs
  • Crack in screen
  • Dented, cracked or broken casing
  • Damaged keyboard
This includes any problem that happened because of an accident or abuse such as dropping, throwing, crushing, liquid spills, etc. If it looks cracked, or in any way physically damaged, it is usually classified as a non-warranty repair.

Spare MacBooks

In most cases, students will have received a spare MacBook to use while the regular one is being repaired. The ICT staff will endeavour to swap the hard drive (where all the files and data are) from the regular MacBook into the spare prior to issuing it to the student. Unfortunately, this hard drive swap process is not possible with the MacBook Air model.
We like to do the hard drive swap for students with a MacBook for a few reasons:

  • Students are not without their files, therefore not disadvantaged in your schoolwork, and can continue to work as usual.
  • The files never leave the school environment.
  • When the repair is complete, nobody has to figure out what files need to be copied back from the spare.
When the regular MacBook is back from repair, the hard drive will be moved back. This process takes about 45 minutes.
Please note: In the case where a hard drive swap is not possible (eg. Macbook Air), students will have to make use of their own working backup as outlined in the Student Acceptable Use Agreement.
While the student is in possession of a spare school MacBook, it should be treated with as much care and consideration as possible. Any damage to spares will be charged to the student.

Warranty Repairs

If the repair will be covered under the warranty, it will simply be repaired, and the MacBook returned to the school. This kind of repair will normally be completed within two weeks, although delays on parts might make this longer.
Once the repaired MacBook arrives back at the school, the student will receive a notice through Pastoral Class, informing them of the repair. The student should then come back to the ICT staff and return the spare Macbook. Once this is done, the return of the regular Macbook will be organised.

Non-Warranty Repairs

If your repair is of a type that will not be covered under warranty, the student will be asked to complete a “Damage & Repair” form, which must be filled out and signed by a parent/guardian. Only after this form has been received will you be provided with a spare MacBook.
The regular student MacBook will go away for assessment, and a quote for repair will come back. After ICT Staff have this quote, a claim will be lodged with the school’s ICT Maintenance Levy.
The current agreement most students generally have on their MacBooks means that the ICT Maintenance Levy will cover the cost of repair, but the claim triggers an excess cost of $150, which will be added to the parents/guardians owing school fees. The parents/guardians will also receive a letter notifying them of the added cost.
Once the claim is completed, the service technician will be given permission to proceed with the repair.
This kind of repair, from handing the MacBook in to receiving it back, will normally be completed within a few weeks, although delays on parts or insurance might make this longer.
Once the repaired MacBook arrives back at the school, the student will receive a notice through Pastoral Class, informing them of the repair. The student should then come back to the ICT staff and return the spare Macbook. Once this is done, the return of the regular Macbook will be organised.

ICT Links and Documents

Laptop Bootcamp Portal