Laptop/Tech Support
Three ways for support:
Call: 1 (866) 552 0486
Email: [email protected]
Live Chat: https://support.customms.com
Troubleshooting Anywhere Access:
Step 1: “Restart” the computer. Make sure to select “Restart” not “shutdown”.
Step 2: Verify you are connected to the internet via Wi-Fi or ethernet.
Step 3: If connecting via ethernet, make sure both ends are fully inserted into both the laptop and the router, then check the laptop ethernet port and see if there are blinking lights (showing activity). If there are still no lights, try another cable/port, if available.
Step 4: If connecting wirelessly, ensure “Airplane Mode” is not on (should be grey to indicate it is off) and that “Wi-Fi” is on (should be blue to indicate it is on). Please see the “Student Laptop Support for Remote Learning During School Closures” document for instructions on how to troubleshoot and connect your SPS issued device to the internet.
Can’t browse internet websites:
Step 5: Waiting at least two minutes after logon, click on or in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option. You may also find “Software Center” by clicking on “IT HUB” on the desktop, clicking on the house in the upper corner of the application and clicking on “Software Center”.
NOTE: You may also search by right clicking on and selecting or by clicking on in older versions on Windows 10
Step 6: Inside Software Center, on the applications tab – Click on “At Home Readiness Check” and select “Install”. When the installation is finished, it will prompt you to restart your laptop. After the laptop restarts, please logon. Wait at least two minutes and then “shutdown” the laptop.
Step 7: If Software Center is missing or the installation fails, please follow the steps in “Logon Issues” below.
Logon Issues:
Step 8: Wait at least two minutes after you connect to your home internet before attempting to logon to the device. If you still cannot logon, please repeat steps 1 through 4 above. If this does not resolve your issue, please proceed to Step 9 below.
Step 9: Please turn the laptop off by selecting “Shutdown”. With parental permission and supervision, please take the laptop to the nearest SPS school building. Turn the laptop on, connect to “SPS-WIFI”. Logon with your SPS username and password. Wait at least two minutes after logon. Click on (or see “NOTE” in step 5 for other ways to search) in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option. You may also find “Software Center” by clicking on “IT HUB” on the desktop, clicking on the house in the upper corner of the application and clicking on “Software Center”. If Software Center is missing, please wait 10 minutes and restart the laptop and repeat the steps above. This may be required more than once to download and install the Software Center.
Step 10: Inside of Software Center, on the applications tab – Click on “At Home Readiness Check” and select “Install”. When the installation is finished, it will prompt you to restart your laptop. After the laptop restarts, please logon. Wait at least two minutes and then shutdown the laptop.
Additional Technology Resources:
troubleshooting_audio-mic_teams-zoom_4-21-20__1_.pdf
student_laptop_replacement_process_guide_for_students__2_.pdf
student_wifi_guide.pdf
Call: 1 (866) 552 0486
Email: [email protected]
Live Chat: https://support.customms.com
Troubleshooting Anywhere Access:
Step 1: “Restart” the computer. Make sure to select “Restart” not “shutdown”.
Step 2: Verify you are connected to the internet via Wi-Fi or ethernet.
Step 3: If connecting via ethernet, make sure both ends are fully inserted into both the laptop and the router, then check the laptop ethernet port and see if there are blinking lights (showing activity). If there are still no lights, try another cable/port, if available.
Step 4: If connecting wirelessly, ensure “Airplane Mode” is not on (should be grey to indicate it is off) and that “Wi-Fi” is on (should be blue to indicate it is on). Please see the “Student Laptop Support for Remote Learning During School Closures” document for instructions on how to troubleshoot and connect your SPS issued device to the internet.
Can’t browse internet websites:
Step 5: Waiting at least two minutes after logon, click on or in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option. You may also find “Software Center” by clicking on “IT HUB” on the desktop, clicking on the house in the upper corner of the application and clicking on “Software Center”.
NOTE: You may also search by right clicking on and selecting or by clicking on in older versions on Windows 10
Step 6: Inside Software Center, on the applications tab – Click on “At Home Readiness Check” and select “Install”. When the installation is finished, it will prompt you to restart your laptop. After the laptop restarts, please logon. Wait at least two minutes and then “shutdown” the laptop.
Step 7: If Software Center is missing or the installation fails, please follow the steps in “Logon Issues” below.
Logon Issues:
Step 8: Wait at least two minutes after you connect to your home internet before attempting to logon to the device. If you still cannot logon, please repeat steps 1 through 4 above. If this does not resolve your issue, please proceed to Step 9 below.
Step 9: Please turn the laptop off by selecting “Shutdown”. With parental permission and supervision, please take the laptop to the nearest SPS school building. Turn the laptop on, connect to “SPS-WIFI”. Logon with your SPS username and password. Wait at least two minutes after logon. Click on (or see “NOTE” in step 5 for other ways to search) in the lower left of your screen and type “Software Center” (without the quotes). It should appear as your first option. You may also find “Software Center” by clicking on “IT HUB” on the desktop, clicking on the house in the upper corner of the application and clicking on “Software Center”. If Software Center is missing, please wait 10 minutes and restart the laptop and repeat the steps above. This may be required more than once to download and install the Software Center.
Step 10: Inside of Software Center, on the applications tab – Click on “At Home Readiness Check” and select “Install”. When the installation is finished, it will prompt you to restart your laptop. After the laptop restarts, please logon. Wait at least two minutes and then shutdown the laptop.
Additional Technology Resources:
troubleshooting_audio-mic_teams-zoom_4-21-20__1_.pdf
student_laptop_replacement_process_guide_for_students__2_.pdf
student_wifi_guide.pdf
