Staff
If a CCA staff member can't access Duo, how can you verify them?
Verify at least 3 forms of information:
CCA email address
Laptop serial number
Office phone number
Cell phone number
CCA office they are assigned to
CCA CT calls in saying their printer isn't turning on anymore. You troubleshoot the printer and determine that the printer is indeed broken. You check their shipment history on the account and see they've already received 2 printer shipment this SY. What should you do?
Another acceptable answer: Offer to send a new printer power cord
CCA Student calls in saying they can't sign into edio. What do you do after you verified them?
Password Reset
1. Confirm the username they are entering
2. Ask them to go to the edio login screen
3. Ask them to click "Have a Recovery Code"
4. Find their profile on your side via System User Search
5. Click Reset Password & Provide the 6 digit number
A ST calls in and says that they are pressing the volume up key on their laptop but the audio in Zoom isn't working. What do you check?
Check FN Lock
Check audio settings in Zoom
A CT calls in stating that their camera is black when they try to join a live class. What do you do?
Check privacy slider
Check drivers
CCA Staff member says they can't see their edio emails. What do you do?
Look for the edio folder inside the inbox within webmail.
Withdrawn family is requesting to return a LT. They don't have a printer, but they kept the box the laptop shipped in. What return would you try to schedule?
R3 ONLY
Edio class time shows 2PM but it is supposed to be 1PM. What do you do?
Check system (windows) date/time.
Daylight saving toggle should be on
Check the set time zone.
What is the FIRST troubleshooting step?
"My webcam isn't working. It says its connected but it's just showing a black screen"
Open the Privacy Slider
It's the first day of school. The call queues are maxed out. You've been troubleshooting a laptop issue for 35 minutes and have no idea what to do next.
What do you do?
Let the caller know you will be transferring to a supervisor.
Transfer the call to Tech Escalations
When placing an order for a CCA staff member and the 'search by last name' doesn't return any staff members, what do you do?
1. Enter all the Staff member's information.
2.Change the "Create Customer Only" to "YES"
3. Press submit.
Then you should be able to find them
CCA Caretaker wants their replacement laptop to be sent to a UPS access point a mile from their residence. What do you do?
1. Check for address hold on the account
2. Verify the address on google maps to confirm it is indeed an access point (Example: CVS)
3. Let the caretaker know expectation of delivery timeframe
4. Remind them to have their ID with them
5. Remind them to get a receipt if they drop off the bad laptop there
CT calls in and says, "I can't see one of my learners in my edio circle"
1. Open Powerschool and search the learners name
2. Go to Contacts and select the edio button on the caretaker
3. Change the caretaker's relationship to "CARETAKER" in powerschool and make sure "Can access student data" is checked
4. Submit
ST calls in and says, "My laptop is running slow and the audio sounds robotic".
What is the first thing you should try?
Restart the Laptop
CCA CT calls in stating that they want their primary email address updated for CCA's communications.
2 part answer:
1. What do you do?
2. How will you know it's complete?
1. Fill out the student data change request form and create a note in OnBase notes.
2. Keep the ticket in-progress and periodically check the ST's information before closing the ticket.
You need to check for updates in Zoom. Check for updates is not available is the settings. What do you do?
Run the PowerShell script found in IT Glue to enable to option.
CCA ST & CT both call in asking for an additional monitor for doing school work. Do you ship the monitor?
No.
1 monitor per ST.
Find the specific field trip in edio community. Open and find the information for the field trip coordinator.
"My laptop is completely dead and won't turn on. I need a replacement."
What do you do?
1. Ask them to plug the laptop into a different outlet & try to press the power button
2. Ask if they see any physical damage to the laptop or inside the power port
3. Ask what the tip of the power cord looks like & If it sounds like a USB-C Cable, verify they are using the correct port
4. Power Flush: Remove the power cord & hold down the power button for 60 seconds (30 seconds)
5. Ask if they have another power cord in the house that they could try.
6. Replace the laptop
Check if the leaner is indeed enrolled. Then Look in Assets & Packages for the laptop tracking information.
If you don't see a laptop order: Check if there is an address hold, technology warning, or other special notes on the account.
If everything looks clear, place the laptop order.
BONUS: What could have caused the laptop to not be shipped?
A SM is no longer able to access Edio. They are in the office and when they try and connect to CANet it says "You do not have the required certificate". How would you check and resolve the issue?
CCAGuest
Certificate Manager
Delete expired certificate
gpupdate /force (run as admin)
ST calls in asking for a laptop with a larger screen. What do you do?
1. Check if the student has a visual IEP
2. If Yes, escalate ticket to HW issues requesting a larger laptop screen.
3. If No, notify the caller that we can not provide lager screen without having a documented visual IEP
CCA Staff member calls in and says, "One of the units in my lesson plan is showing inactive. I deleted and re-added the unit but it's still showing as inactive." What do you do?
1. Remote in
2. Open unit settings
3. Toggle to active
A CT is stating that their ST's LT is giving an error that says "This site can't be reached" when trying to access any site on the internet. They have reset the router and connected to it with an ethernet cable and the message is still there. What would the next troubleshooting steps be?
Verify other devices connect to network
Network reset
Ping Google in CMD
Check network and internet settings
Check proxy internet settings
CCA Learner calls in saying "my screen turned completely white with a message saying that the laptop was reported lost or stolen, can you please help me?"
Check the account for outstanding laptops.
Make sure the student is still enrolled.
Check OnBase for notes on a reason why the laptop was locked.
Escalate to LRT to get unlock code