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Get remote tech support: Difference between revisions
→Level 2: Remote viewing using Google Meet
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If you are having any issue with your device please choose one of the options below. We will respond as soon as we can. Please be sure to include your preferred method of contact. | If you are having any issue with your device please choose one of the options below. We will respond as soon as we can. Please be sure to include your preferred method of contact. | ||
* [https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web [everyone] | *[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web [everyone] | ||
* or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu'''] [everyone] | *or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu'''] [everyone] | ||
* or leave us a voicemail at 347.913.3123 [everyone] (Note, employees have a 'live' helpdesk number they can call) | *or leave us a voicemail at 347.913.3123 [everyone] (Note, employees have a 'live' helpdesk number they can call) | ||
'''Note:''' | '''Note:''' | ||
== Level 2: Remote viewing using Google Meet== | *Please do NOT email one of us directly, you will get the fastest service via a tech support ticket! | ||
An RCS technician will create a calendar invite with a | |||
==Level 2: Remote viewing using Google Meet or Zoom== | |||
An RCS technician will create a calendar invite with a link to provide remote support. | |||
*Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a virtual check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Click here''']] for more details on Google Meet. | *Google Meet is the tool we will use to video conference during remote assistance and viewing your screen. This is also the tool some teachers will use to hold class or have a virtual check-in with students. [[Use Google Hangouts Meet for Remote Learning?|'''Click here''']] for more details on Google Meet. | ||
<!--[[File:Meets.png|150px|link=Use Google Hangouts Meet for Remote Learning?]]--> | <!--[[File:Meets.png|150px|link=Use Google Hangouts Meet for Remote Learning?]]--> | ||
== Level 3: Remote control== | ==Level 3: Remote control== | ||
If we need to be hands-on (i.e. control your computer) we will ask you to use [https://remotedesktop.google.com/support '''Chrome Remote Desktop''']. | If we need to be hands-on (i.e. control your computer) we will ask you to use [https://remotedesktop.google.com/support '''Chrome Remote Desktop''']. | ||
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==Level 4: If the device damage and/or we can't fix it remotely== | ==Level 4: If the device damage and/or we can't fix it remotely== | ||
If the issues experienced on a school-owned device cannot be solved via remote support, we request that you ship the device back to the school. | If the issues experienced on a school-owned device cannot be solved via remote support, we request that you ship the device back to the school. | ||
* Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us. | *Step 1: Please create a helpdesk ticket with all the required details | ||
**[https://support.riverdale.edu/helpdesk/WebObjects/Helpdesk.woa '''Submit a tech support ticket'''] via the web | |||
**or via email at [mailto:tech-support@riverdale.edu '''tech-support@riverdale.edu'''] | |||
***Please include your Asset Number or Serial Number | |||
*Step 2: We'll ship you a device with a return shipping label and ask you to use the shipping box to return your damaged device to us. | |||
==How to get Asset and/or Serial info== | ==How to get Asset and/or Serial info== | ||
* Asset numbers are located on the barcode affixed to the back or bottom of a school-owned device, they are typically 4-5 digits. | |||
* For the serial number on macOS go to the Apple Menu > About This Mac and the serial number will be at the bottom above the System Report... and Software Update... buttons. | *Asset numbers are located on the barcode affixed to the back or bottom of a school-owned device, they are typically 4-5 digits. | ||
* For the serial number on iOS devices, go to Settings > General > About, and the serial number will be under the model number. | *For the serial number on macOS go to the Apple Menu > About This Mac and the serial number will be at the bottom above the System Report... and Software Update... buttons. | ||
*For the serial number on iOS devices, go to Settings > General > About, and the serial number will be under the model number. | |||