Protocols for computer device issues

During the time that we are offering our learning off-campus, the internet, personal device and software will play a vital part in being able to participate properly.

Internet connection

Internet issues – we recommend you have the phone number of your Internet Service Provider handy so you can call them as soon as you notice a problem. As an emergency measure, you may want to link your phone to your laptop so you can access the phone’s data plan.

Software issues

If the software is supported by the school, please contact the IT help desk (contact details below). If an error dialogue has appeared, it can really help them if you can capture that screen before closing the software.

They may be able to help you through remote access to your machine or by talking you through several possible fixes.

If the problem cannot be handled remotely, check to see if there is the possibility of making a time to come into school with your device. If your family is in isolation it may be possible to arrange a courier to bring the device to school.

Hardware issues

If you have purchased a laptop through the school, please contact the IT help desk (contact details below) and we will try to organise service through our supplier. If the supplier cannot help (or the delay in getting a fix would seriously impact the ability to continue with the off-campus program), we may be able to help with a loan machine (although numbers of these are very limited).

If your device is BYOD, please check your warranty details and contact the appropriate service point. Only if this fails to give you a resolution (or the delay in getting a fix would seriously impact the ability to continue with the off-campus program), please contact our IT help desk and they may be able to help with a loan machine (although numbers of these are very limited).

IT Help Desk contact details

Senior School & Wadhurst

servicedesk@mgs.vic.edu.au

+61 3 9865 7571

Grimwade House

gwservicedesk@mgs.vic.edu.au

+61 3 9865 7822

The generic email: helpdesk@mgs.vic.edu.au can also be used.

Andrew Baylis
Director of Learning and Research