Technical Support Procedures


As these devices are not owned by the school, the school technicians can only provide general advice. It is the responsibility of the student (and their parent/carer) to ensure repairs are carried out correctly.

DEVICES PURCHASED VIA PURCHASING PORTAL:

STEP ONE – WINDOWS REFRESH

Most problems are caused by software or incorrect configuration. These can usually be resolved by using Windows 8’s ‘Refresh’ function. Please note that this will delete any software which you have installed.

  1. Ensure you have a backup of your important files.
  2. ‘Refresh’ your device by:
    1. Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings.
      (If you’re using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, click Settings, and then click Change PC settings.)
    2. Tap or click Update and recovery, and then tap or click Recovery.
    3. Under Refresh your PC without affecting your files, tap or click Get started.
    4. Follow the instructions on the screen.

STEP TWO (if required) – WARRANTY REPAIR CLAIM

If problems persist, you will need to lodge a warranty repair claim.

  1. Log a warranty claim with LWT via their website (www.lwt.com.au select ‘Support’ then ‘Log a Service Job’) or via phone (1300 556 788).
  2. Bring your device to the IT Office and provide them with your warranty reference number.
  3. The IT technicians will provide a loan device to use until the repairs are completed. This device must be returned before the student can collect their own device. Any loss or damage to the loan device must be paid for according to the ‘Repair Costs for Loan Devices’ table (see below).
  4. The IT Technicians will then contact the student via any of the following when the repairs have been completed and the device is ready for pickup:
    1. Disco job management screen showing progress on repair outside of IT Office (within VCE Student Hall)
    2. Email of completion to student email address
    3. Direct contact

If you need to lodge a warranty claim during school holidays, follow step 1 and request a repair at your home.

DEVICES PURCHASED FROM OTHER SOURCES:

If running Windows 8/8.1, you may find that the ‘Refresh’ process (see above) resolves the problem. You will need to contact the manufacturer or retailer to seek further support or warranty repairs.

To ensure the student still has a device in every class, a Daily Loan device can be borrowed from the Library. To borrow a Daily Loan device:

  1. Parent and student complete the ‘Request for Daily Loan Device’ form.
  2. The student brings this form to Library, who provide the loan device and keep the form.
  3. The device must be collected from the Library before school each day and returned by 4PM. The device will not operate outside the school. If the student does not return the device by 4PM, they will receive a detention.

LOANS (including Daily Loans and Long-Term Loans):

If a loan device is faulty, the student should bring it to the IT Office. The IT technicians may be able to resolve the problem immediately. If not, they will provide a replacement loan device.

If the device has been damaged (either accidentally or deliberately), the repairs must be paid for according to the table below. The student will only be able to borrow a Daily Loan until the repairs are paid for.

Repair Costs for Loan Devices (Long-Term and Daily)

DamageCost
Lost Case$30
Lost power adapter$30
Individual broken key (where keyboard replacement is not required)Gold coin donation to State Schools Relief charity.
Multiple broken keys, or where whole keyboard replacement is required$30
Screen damage (cracking, etc)$50
Case damage (cracking, bending, etc)$50
Complete loss/theft$100, and must complete statutory declaration
Failure to return deviceFull replacement cost ($500)

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