If you need additional help resolving a problem, click one of the topics below.

Infinite Campus (IC) – Grade Book FAQs

I need assistance with my Infinite Campus Grade Book setup (account, categories, etc.).

For any assistance/questions regarding Grade Book setup, you can choose one of the following options:

  1. Go to training.ccsd.net > Grade Book, then select the category on the left that corresponds to your school and teacher type (i.e. Secondary, Traditional Elementary, etc.) to view the current grade book guides.
  2. Go to  pathlore.ccsd.net and login with your AD credentials.  From the home page, click on the Open Menu icon (graphic with three horizontal line to the left of the title, “Learning Dashboard”), and choose “Online Professional Learning Search”.  Type the key words “Infinite Campus for Teachers” and click Search. Open the appropriate training module(s)
  3. Contact site based Infinite Campus Power User
  4. Send an email to Help Gradebook via Gmail.
  5. Submit a Quick-IT request.
  6. The Knowledge Base Document #402160– “What if a teacher needs assistance with the Infinite Campus (IC) grade book set up? is available on helpdesk.ccsd.net.  Enter your AD login credentials, select the Knowledge tab, and search the keyword “grade book assistance.  (This is an internal link that can only be accessed from within CCSD.)

What weights should I use for my categories?

  1. At all schools (Secondary and Elementary), the school-wide weighting of categories is a site-based decision, and should be consistent across the school.
  2. Detailed directions can be found in the various grade book guides located on training.ccsd.net > Grade Book.  Select the category on the left that corresponds to your school and teacher type (i.e. Secondary, Traditional Elementary, etc.) to view the current grade book guides.  In addition to the grade book guides, the Infinite Campus FAQ link contains examples and recommendation for category weights.
  3. The Knowledge Base Document #402185– “What weights should a teacher use for categories in an Infinite Campus (IC) grade book?” is available on helpdesk.ccsd.net.  Enter your AD login credentials, select the Knowledge tab, and search the keyword “categories.  (This is an internal link that can only be accessed from within CCSD.)

How should I show current mastery when I have reassessed a student?

  1. When recording an updated mastery score, the teacher has 3 options. Detailed information on these options for recording an updated mastery score, is shown on the Infinite Campus FAQ document (page 3) located at training.ccsd.net > Grade Book – select the appropriate grade book type from the left side index menu. This document is accessible from both a CCSD SCHOOL and HOME computer.
  2. The Knowledge Base Document #402516– “How does a teacher show updated mastery when a student is reassessed in an Infinite Campus (IC) grade book?” is available on helpdesk.ccsd.net.  Enter your AD login credentials, select the Knowledge tab, and search the keyword “mastery.   (This is an internal link that can only be accessed from within CCSD.)

How do I use Minimum F?

  1. Detailed information on using a Minimum F is shown on the Infinite Campus FAQ document (page 4) located at training.ccsd.net > Grade Book – select the appropriate grade book type from the left side index menu. This document is accessible from both a CCSD SCHOOL and HOME computer.
  2. For more information on Minimum F, please refer to the 15 Fixes for Broken Grades online module available in Pathlore, or email Help Gradebook via Gmail.

How do I record missing assignments?

  1. Detailed information on recording missing assignments is shown on the Infinite Campus FAQ document (page 2) located at training.ccsd.net > Grade Book – the appropriate grade book type from the left side index menu. This document is accessible from both a CCSD SCHOOL and HOME computer.
  2. For more information on recording missing assignments, please refer to the 15 Fixes for Broken Grades online module available in Pathlore, or email Help Gradebook via Gmail.
  3. The Knowledge Base Document #402186-“How does a teacher record missing assignments in an Infinite Campus (IC) grade book?” is available on helpdesk.ccsd.net.  Enter your AD login credentials, select the Knowledge tab, and search the keyword “missing.  (This is an internal link that can only be accessed from within CCSD.)

How do I create assignment marks for E, S, and N?

  1. Detailed directions for creating Assignment Marks can be found in the Elementary Specialist. Humanities, and Secondary grade book guides located on training.ccsd.net > Grade Book.  (Assignment Marks are not an option in Kindergarten and SBRC grade books.)
  2. The Knowledge Base Documents: #402346-“ Teacher’s Assignment Marks are not Calculating Correctly in the Infinite Campus (IC) Elementary Traditional, Specialist, or Humanities Grade Book” and  #402347-“ What if a Teacher’s Assignment Marks are not Calculating Correctly in the Infinite Campus (IC) Secondary Grade Book?” are available on helpdesk.ccsd.net.  Enter your AD login credentials, select the Knowledge tab, and search the keyword “Assignment Marks”.  (This is an internal link that can only be accessed from within CCSD.)

How do I post or print progress and/or report card grades or comments?

For any assistance/questions regarding posting or printing progress and/ or report card grades and comments (based on your school/teacher type) choose one of the following options:

  1. Detailed  instructions for posting or printing progress and/or report card grades and comments (based on your school/teacher type) can be found in training.ccsd.net > Grade Book, then select the category on the left that corresponds to your school and teacher type (i.e. Secondary or Traditional Elementary) to view current grade book guides.  In addition to the grade book guides, the excerpt portions Progress Report – Posting and Printing and Report Card – Posting and Printing are available.
  2. Go to pathlore.ccsd.net and login with your AD credentials.  From the home page, click on the Open Menu icon (graphic with three horizontal line to the left of the title, “Learning Dashboard”), and choose “Online Professional Learning Search”.  Type the key words “Infinite Campus for Teachers” and click Search. Open the appropriate training module(s).
  3. Contact site based Infinite Campus Power User
  4. Send an email to Help Gradebook via Gmail.
  5. Submit a Quick-IT request.

Teachers at secondary sites do not print their own progress reports or report cards.  They are to be processed and sent (after teachers post) by the office staff at your site. To ensure that you have properly posted your progress and/or report card grades, see pg. 15-18 in the Secondary Grade Book Guide found on training.ccsd.net >Grade Book.

 

I need help with retrieving data (scores, assignments, etc.) that I entered/posted and saved but have since gone missing.

If you are sure that you have entered/posted and saved data in your Grade Book that is now missing, please call the Help Desk at 799-3300 and be prepared to provide the following information:

  1. The section name/number from which the data is missing
  2. The grading task from which the data is missing
  3. Any assignment(s) whose scores are now missing
  4. Example(s) of students whose grades are missing
  5. The date/an approximate time in which you were last able to successfully post and save

 

Infinite Campus (IC) – Access & Portal FAQs

I have an AD account but I am not able to log into Infinite Campus. What might cause this?

Some reasons include:

  1. Infinite Campus rights are provisioned automatically based on your position code.  If you have changed positions, once HR has updated your position code, your Infinite Campus rights will auto provision.  Note: If you are a teacher and have transferred to a new school, you may still have access to your former school.  You will need to select the name of the school you are seeing in IC, and then select your new school from the drop-down arrow.
  2. If you see a message at the IC login screen indicating “incorrect username or password,” or a message appears indicating your password has expired, it means you will need to change your AD password.  If your account is not locked, you can reset your AD password by accessing the website myaccount.ccsd.net.  However, if you have tried multiple times to log into IC, your account will become locked and the captcha window (the letters and numbers to enter when logging into IC) will appear.  If your account is locked, myaccount.ccsd.net may not unlock your account.  If you try to reset your AD password, and a message displays indicating “unable to reset password,” you will need to contact your school’s site based technician (SBT), or call the User Support Help Desk at 0099-3300, option 1 to have your password unlocked and reset.
  3. If your AD password has been reset, and you are still seeing the captcha window when trying to log into IC, you will still need to move past the captcha window.  Keep in mind when entering the characters that the letters are case-sensitive, and you must enter no spaces in between the characters. Note: Because there are so many letters that look the same uppercase and lowercase, there is a blue circle located to the bottom right of the captcha window that you can select to display a new set of letters and numbers.
  4. Your AD account has been moved (i.e. per a location change) and still needs to be enabled. Talk to your SBT.

 

I am a (teacher, office specialist II, office manager, etc.) and I do not have access to my school in Infinite Campus.

If you cannot see your school in the Calendar drop-down in IC:

You may not yet have been automatically provisioned to your new location (especially in cases of a location change).  Please be aware that automatic provisioning in Infinite Campus is based on changes made by HR. If HR has not yet made the change in the HR master database, you will need to wait to see the change in IC.

I need more rights in IC than what my position currently includes.  How can I get more access?

If you need additional rights in Infinite Campus, rights not automatically assigned based on your position code, your site administrator can submit a user rights request form, which is located at support.ccsd.net > Forms > Technical Support Forms > Account Rights Forms > Request Additional Rights to Infinite Campus – School Users or Request Additional Rights to Infinite Campus – Central Office Users.

 

An employee is no longer at this location, and needs their access removed from this site.

Once HR enters an end date for a former site location for an employee, it will create an automated process to remove the prior location in Infinite Campus.  If sufficient time has passed and the former school is still appearing in IC, the user can call the User Support Help Desk to request a ticket be submitted to Provisioning to manually remove the prior location.

 

How do I reset a student/parent password?

To reset a student or parent’s Portal password, you will need to have been assigned the role of Portal Liaison in Infinite Campus.  If you need the role added to your IC rights, your administrator can submit a user rights request form to add the role of portal liaison.

  1. Go to the Search tab and select User from the drop-down menu.
  2. Enter the student or parent’s name (last name, first name). You may also use the Advanced Search tool to add additional search criteria.
  3. Find the appropriate name from the results pane on the left, and click on the user ID (the user ID will appear with an indent just under the person’s name).  If multiple names appear, the parent’s birthdate may appear next to the correct name.
  4. Click on the blue Reset Password link on the right.
  5. Enter a strong password for the parent or student (progress bar will reach 100% once a strong password has been entered), and confirm it in the second field.
  6. Click Change Password.
  7. On the User Account page, mark the checkbox for Force Password Change, and then hit Save.

The parent or student is seeing the captcha window (the letters and numbers) even though I have reset their password.  How can they move past this?

If the parent or student has tried multiple times unsuccessfully to log in to their portal, the captcha window will appear.  Even when the password has been reset, the parent or student must still move through the captcha for a successful log in. Keep in mind when entering the characters that the letters are case-sensitive, and there must be no spaces entered in between the characters.  Note: Because there are so many letters that look the same uppercase and lowercase, there is a blue circle located to the bottom right of the captcha window that you can select to display a new set of letters and numbers.

 

Why can the parent only see one of their children when they have multiple children that should show?

This is most often caused by a Census (household) issue.  These issues can be identified via the Relationships tab, and are often corrected here or by using the Census Wizard. Some examples of what to look for include:

  1. Does the parent have Portal rights to the student(s)?
  2. Is the parent’s Relationship field identified for the student (i.e. “Mother,” “Father,” etc.)?
  3. Does the parent have two primary households appearing on their Relationships tab?
  4. Is there only a non-household appearing on their Relationships tab?
  5. Is the student missing from the household altogether?
  6. Has the parent been entered twice into IC? (This often means that some students are entered into the household under one parent name, while remaining students are entered under the other name. In these cases, an email must be sent to SDS Help to have the Census data merged).

For any questions regarding household/Census procedures, please email SDS Help.

 

 

How do I pull a list of students whose parents do not have a portal accounts?

  1. There is an ad hoc filter designed to identify the names of students whose parents are missing Portal accounts.  This ad hoc is found in the ADD-Portal Liaison group ad hoc folder.
  2. The ad hoc is entitled, student PORTAL- PortalUsage-Students With No Parent Accts.

 

How do I get a listing of GUID numbers (activation keys) for parents at my site?

  1. There are two ad hoc filters designed to pull all GUID numbers for parents at your site.  One includes all GUID numbers for parent; the other contains the addition of parental addresses.  These ad hocs are found in the ADD-Portal Liaison group ad hoc folder.
  2. The first ad hoc is entitled student PORTAL-GUID for Parents ALL.  This ad hoc will display all GUID numbers for parents at your school.
  3. The second ad hoc is entitled student PORTAL-GUID for Parents ALL w/Addresses. This ad hoc will include mailing addresses for parents along with GUID numbers.

 

What do I do when I receive a “You do not have rights to this user” error message?

Some reasons for this message appearing include the following:

  1. The student is not enrolled in the current school/calendar year for your site.  You will need to ensure the correct school and school year are selected in the Calendar drop-down (i.e. if the student is not enrolled until next year, you will have to change the year accordingly in the drop-down)
  2. The parent’s relationship to the student is not properly defined, therefore not granting access to the Portal Liaison to reset a password.  If that is not the case, you will need to  check that the parent has Portal rights to the student in their Relationships.

If the student does not have an enrollment at your site at all, please call the User Support Help Desk at wan 0099-3300, option 1 or 702-799-3300, option 1  to request account assistance for the parent.

Infinite Campus (IC) – Attendance & Behavior FAQs

How do I run a report for perfect attendance?

To run a report for perfect attendance:

  1. From the Index, go to Attendance > Reports > Period Count.
  2. Under Which students would you like to include in the report?, You can select a specific grade or you can choose Ad Hoc Filter. You must have an Active Students Only filter already created (student.activeToday =TRUE is the only parameter needed). Select that filter from the Ad Hoc list.
  3. For Enrollment Effect Date, enter the enrollment date from which you would like to run the report (i.e. the first day of school).
  4. For Start Date, enter the date from which you would like to run the report.
  5. For End Date, enter the ending date for which you would like to run the report (i.e. yesterday’s date).
  6. In the “Having at least” box, enter 0.
  7. In the “Having at most” box, enter 0.
  8. For Status, mark the “All
  9. For Excuse, mark every box except for “Exempt.”
  10. Click on Generate Report.

 

How do I create attendance letters?

To create attendance letters

  1. Attendance letters are created via IndexAttendance > Attendance Letters.
  2. From your folder (i.e. Elementary School Clerk), select the letter you would like to run (i.e. *15 Truancy Letter),
  3. Click on Preview and Print Letters.

For any questions or concerns regarding attendance letters, please contact SDS Help.

 

How often should I create attendance letters? 

Any procedural questions regarding attendance letters and how often they should be run should be directed to SDS Help in InterAct.

 

What is a batch attendance change, and how/when do I use it?

  1. A batch attendance change is performed when changing attendance codes en masse in IC.
  2. It is utilized via the Attendance Wizard tool (IndexAttendance > Attendance Wizard).
  3. The most common use for the Attendance Wizard is when changing “Unknown” absences to “Unverified” (when students have had an absence with no excuse note).
  4. For detailed instructions on how to use the Attendance Wizard, please follow the Path below:
    Google Drive > Team Drives > CCSD – Student Records Guide > Attendance > Attendance Wizard

    Keep in mind that to access the document, you must be logged into a CCSD Google account.

Any question or to find out how often attendance should be mass changed, please contact SDS Help.

 

Where is the NV Attendance Summary Report, and how often should I run it?

  1. The NV Attendance Summary report is located via IndexNV State Reporting > NV Attendance Summary Report.
  2. It is to be run on a weekly basis throughout the school year. The Start Date must be a Monday.

For more information please follow the path below or contact SDS Help

Google Drive > Team Drives > CCSD – Student Records Guide > NV State Reporting  > NV Attendance Summary

Keep in mind that to access the document, you must be logged into a CCSD Google account.

 

Where can I locate and access the Behavior forms (i.e. expulsion packets, RPC forms, etc.) in IC?

The path for locating and filling out a Behavior form for a student is IndexStudent Information > Health > General > Documents tab. From here, you would click on New Document, mark the checkbox for Create Custom Form, and select the desired form from the Select a Form . . . drop-down list. After selecting the form, click Create Document.

 

How do I enter a behavior resolution for an incident?

To enter a resolution for an existing Behavior incident, you can choose one of the following options:

  1. Option 1
    1. Go to IndexBehavior > Behavior Management.
    2. From the Incident Management Editor, select the event that you want to add a resolution for (so that the Incident Detail Information box appears below).
    3. At the bottom of the screen, click on Add Resolution. (NOTE: This is a useful method when entering a mass resolution for an event with several participants, i.e. a food fight resulting in detention for all involved students.)
  2. Option 2
    1. Go to IndexStudent Information > General > Behavior
    2. Expand the calendar in which the incident took place, and then click on the name of the incident.
    3. From the Incident Detail box that displays on the right, click on Add Resolution.
Infinite Campus (IC) – Scheduling (Adding or Removing Teachers) FAQs

What is the procedure for assigning a new teacher (Primary Teacher) to a section after the school year has already begun (i.e. when a teacher leaves the school)?

To assign a new teacher to a section that has already had another teacher assigned since the start of the school year, someone with Scheduler rights would do the following:

  1. Click the Search tab.
  2.  From the drop-down menu, select Course/Section:
    • For Elementary Schools it is easiest to click the “Go” button.
    • For Secondary Schools it is helpful to type the full or partial name of the Course to narrow the results.
  3. Click the Course title to expand.
  4. Click the appropriate section from the listed results pane on the left.
  5. Click the tab – Staff History on the right.
  6. Click on the former teacher’s name, this will display Staff History Detail at the bottom.
  7. Enter the appropriate End Date for that teacher.  IMPORTANT: Never DELETE a teacher that has been assigned the Primary Teacher role.
    • Date should be the last day that the teacher taught the class.
    • Date is required to be entered for both the Assignment End Date AND the Access to Section Dates End Date.
  8. Click the Save button.
  9. Click New Primary Teacher at the top of the page.
  10. Under the *Name drop-down, choose the appropriate teacher’s name, and enter a Start Date for their teaching assignment:
    • Should be the next instructional day after the former teacher’s end date.
    • Access to Section Dates DOES NOT need to be entered.
  11. At the bottom, under Teacher Display Name on Section, verify the choice for the teacher name to be displayed (Note: A name other than the name used by Infinite Campus can be displayed if typed in the field.)
  12. Click the Save button.

 

What is the procedure for assigning a Co-teacher to a section? 

  1. Click the Search tab.
  2. From the drop-down menu, select Course/Section:
    • For Elementary Schools it is easiest to click the “Go” button.
    • For Secondary Schools it is helpful to type the full or partial name of the Course to narrow the results.
  3. Click the Course title to expand. (Example: Reading 1)
  4. Click on the Primary Teacher’s name on the left side to select the appropriate section.
  5. Click the tab – Staff History on the right.
  6. Click the New Teacher button.
  7. Under the *Name drop-down, choose the appropriate teacher’s name. IMPORTANT: A Start Date is NOT needed for a Co-teacher role.
  8. Under the Role drop-down choose CT: Co-Teacher.
  9. Click the Save button.

 

What is the procedure for DELETING a Co-teacher from a section? 

  1. Click the Search tab.
  2. From the drop-down menu, select Course/Section:
    • For Elementary Schools it is easiest to click the “Go” button.
    • For Secondary Schools it is helpful to type the full or partial name of the Course to narrow the results.
  3. Click the Course title to expand. (Example: Reading 1)
  4. Click on the Primary Teacher’s name on the left side to select the appropriate section.
  5. Click the tab – Staff History on the right.
  6. Single click the Teacher (listed under the Teacher section of the Staff History). Warning: Verify that the name that is selected is NOT the Primary Teacher before continuing. Deletion of the Primary Teacher can delete Attendance from the section for the new teacher.
  7. With the Co-Teacher name selected (highlighted) click the Delete button.

 

Infinite Campus (IC) – Census – Modifying Household Information FAQs

How do I add an emergency contact?

Emergency contacts are added as non-household relationships.

To add a new emergency contact:

  1. Go to the Search tab, select Household from the dropdown, and search for the household by name.
  2. Find the student in question in the results pane and click on their name.
  3. Once you are brought to the student information screen, click on the Relationships
  4. Click the New Non-Household Relationship
  5. Once the Person Search window appears, enter as much search criteria as possible (Last Name, First Name, Middle Name, Birth Date, Gender).
  6. Click Search. You will either select the desired contact’s name from the list of results, or click the Create New Person

(This information can be found at https://sites.google.com/nv.ccsd.net/student-record-services/census.)

 

How do I update a household?

  1. Households must always be updated via the Census Wizard tool (IndexCensus > Census Wizard).
    1. Examples of updates to a household include adding a new member, changing an address, changing a household type from Primary to Secondary, etc.
  2. To select the household in need of updating, you will use the search fields within the Census Wizard, and not the Search tab on the left.

Please click on Census-Wizard below to go to the Student Records Services website. There you will find step by step instructions on how to use the Census-Wizard tool.

Student Record Services – Census Wizard.

 

How do I change the address in a household?

To change the address for a household:

  1. Go to Census > Census Wizard.
  2. Using the Census Wizard search fields, locate the household in question (enter student number, household name, etc.).
  3. Select the name of the household from the results pane on the left. The household name, address, and member names will appear in the box titled “Editing an Existing Household” on the right.
  4. Still using the Census Wizard search fields, click on Clear Search Fields and search for the new address.
  5. Select the desired address from the results pane on the left. It will auto-populate into the box on the right.
  6. Click on Continue – Step 2>>.
  7. On the next page, under Household Locations, enter an end date for the old address and uncheck the Mailing
  8. Enter a start date for the new address and mark Mailing.
  9. Click Save & Continue – Step 3>>. You have now changed the address for the household.

Please click on Census-Wizard below to go to the Student Records Services website. There you will find step by step instructions on how to use the Census-Wizard tool.

Student Record Services – Census Wizard.

 

How do I find errors in my household data?

You can ascertain whether or not households within the Infinite Campus system have errors by regularly running the Error Check reports that are located in both the Secondary Registrar and Elementary School Clerk filter folders (via IndexAd Hoc Reporting > Filter Designer or Data Export).

 

What reports can I run to find my own household errors?

The Error Check reports are located in both the Secondary Registrar and Elementary School Clerk filter folders (via IndexAd Hoc Reporting > Filter Designer or Data Export). Some available reports include:

  1. ErrorCheck – Students with no guardians
  2. ErrorCheck – Students without a current household
  3. ErrorCheck – Students no address on household
  4. ErrorCheck – Students in a household by themselves
  5. ErrorCheck – More than one primary household

 

InterAct FAQs

What happened to InterAct™?

As you may know, Google’s G Suite for Education has been selected as the official communication system for the Clark County School District. As a result, InterAct™ will be phased out and the Google system will be utilized for mail, calendaring, and other productivity tools. Videos, guides, and tutorials are available on training.ccsd.net “CCSD Goes Google” to assist with the transition.

In the near future, InterAct™ will only be accessible to read information. You will not be able to send or receive email, calendar invitations, forms, etc., after this date. If you need to move information from InterAct™ after this occurs, you will have to copy and paste content (text, images, attachments, etc.) from InterAct™ into another document such as a google or microsoft document or spreadsheet, or you may be able to save items directly out to a drive.  However, if the InterAct™ servers suffer a major hardware failure or similar issue, they may not be brought back up and therefore may be permanently inaccessible earlier than scheduled.

Network – WIFI FAQs

My laptop or mobile device cannot connect to the internet via WiFi. What can I do to resolve the issue?

    • 1. Check to ensure the WiFi setting is set to “On”. Depending on the device, this may be a switch, keyboard combination or in the settings window.
        • a. Mobile devices – Open settings and ensure the slider to WiFi is set to

On

        • .
        • b. Laptops may have several different options:
        • i. Dell models
          • 1. FN + F2 key on the keyboard
          • 2. Slider switch on the side of the laptop (either left or right side)
        • ii. Lenovo models

 

    • 2. If this is a mobile device and you recently changed your Active Directory passwords, you may have to select “Forget this network” and re-scan so you can put in the password or CCSD-WiFi key again.
    • 3. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • 4. Contact your Site Based Technician.
    • 5. Contact the Help Desk at 702-799-3300 (WAN 0099-3300).
At Home Software Installations (MS Office 365)

Office 365 Education for Faculty

Office 365 is now available for all active full and part-time CCSD faculty and staff to download free of charge on up to five personal devices for professional or personal use. Included in this productivity suite are the following applications: Office Professional Plus (PC), Office (Mac), Outlook (Mac), Office for iPad and iPhone (Full version) and Office for Android.

To install Office 365 Education for Faculty, your PC or Mac must meet the minimum system requirements. For more information on these requirements, please Click Here.

For directions on logging in and downloading Office 365, go to training.ccsd.net/wp-content/uploads/2018/05/office-365-login-process.pdf

For detailed directions on logging in and downloading Office 365 for Students, go to stutech.ccsd.net/office365 or for basic directions download this pdf:  Office-365-Login-Process-Student

General Technology FAQs

My device won’t power on. What can I do to resolve the issue?

    1.  First check the power source
      • a. The device may be plugged directly to the wall or through a surge protector (power strip)
      • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
      • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
    2. If the power source is good and it will still not power on:
      • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician. OR
      • b. Contact your Site Based Technician.  OR
      • c. Contact the Help Desk at 702-799-3300

My device won’t boot properly. What can I do to resolve the issue?

  1. Note the error message on the screen
    • a. If it reports no boot device available, check to see if you have any USB devices (flash drive, thumb drive, memory stick, etc.) plugged in to the computer. If so, remove it and retry.
    • b. If it “blue screens”,
      • i. Power the device off and back on.
      • ii. Select the F8 key on your keyboard to launch the boot menu
      • iii. Select Last Know Good Configuration (advanced)
    • c. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • d. Contact your Site Based Technician
    • e. Contact the Help Desk at 702-799-3300

My device has a broken part. Who do I contact?

  1. Launch the Quick-IT program to submit a ticket to your Site Based technician
    • a. If your computer will not boot, you can go to another computer and launch the Quick-IT program to submit a ticket. OR
  2. Contact your Site Based Technician. OR
  3. Contact the Help Desk at 702-799-3300

My device displays an error message. What can I do to resolve the issue?

  1. Note the error message.
  2. If the computer will not boot, go to another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
  3. 3. Contact your Site Based Technician
  4. Contact the Help Desk at 702-799-3300

 

Printer

My printer won’t power on. What can I do to resolve the issue?

  1. First check the power source (some Xerox printers recommend bypassing the power strip and plug it directly into the wall (consult the manual)
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian

My printer has a broken part. What can I do to resolve the issue?

  1. Launch the Quick-IT program to submit a ticket to your Site Based technician.
  2. Contact your Site Based Technician.
  3. Contact the Help Desk at 702-799-3300.

My printer displays an error message. What can I do to resolve the issue?

  1. Note the error message.
  2. Power off the printer.
  3. Disconnect the power cord and network cable for a few moments.
  4. Plug the cables back in. (the job will still be in queue, and will try to print when power is restored)
    • a. Depending on the error, resetting (powering on/off) the printer may resolve the issue.
    • b. If it recurs after trying to send a print job, the job may be causing the problem
  5. Launch the Quick-IT program to submit a ticket to your Site Based technician.
  6. Contact your Site Based Technician.
  7. Contact the Help Desk at 702-799-3300.

My printer page is smeared or streaked. What can I do to resolve the issue?

  1. Normally, the toner needs to be changed
    • a. Before buying a new toner cartridge, test it with another toner cartridge.
    • b. Try to swap a toner cartridge from another similar printer.
    • c. If the problem goes away, it is a bad toner cartridge.
    • d. If the problem does not go away you will need to submit a work order.
  2. If the toner just smears, it may have a bad fuser assembly, you will need to submit a work order.

My printer has a paper jam. What can I do to resolve the issue?

NOTE: Always pull the paper in the direction it was moving-never opposite

  1. Before attempting to clear any paper jam, power off the printer and disconnect the power cable.
  2. Open the paper tray and other access panels to see if it is possible to remove the paper.
  3. If you cannot find the jam or it appears to be too difficult to remove, you will need to submit a work order.

My computer cannot detect my printer. What can I do to resolve the issue?

  1. If it is locally attached to your computer (normally via a USB cable), unplug the USB cable on both the computer and printer sides and retry.
  2. If it is a networked printer, please follow the following steps:
    • a. Ensure your computer can connect to server resources
      • i. Launch a web browser to see if you can get out
      • ii. Open the Computer icon to see if your network drives are mapped
      • iii. Try to print to that printer from another computer
    • b. See if others can print to the same printer
    • c. Look at the printer for possible error messages on the printer display screen
  3. If these solutions do not work, you will need to submit a work order

My printer will not print any documents. What can I do to resolve the issue?

  1. See if the printer is displaying any errors (possibly a PCL or PS error)
  2. If it is displaying an error:
    • a. Power off the printer and reset the patch cable.
    • b. Power the printer back on and note if the error returns
      • i. If the error returns, submit a work order
      • ii. If the error does not return
        • 1. Submit a different print job to see if the document that you want to print may be corrupted.
        • 2. If it prints fine, try the original job again
          • a. If it errors out again, the file may be corrupted or is too large for the printer
          • b. Try printing it to another printer

 

iPad/Tablet

My device won’t power on. What can I do to resolve the issue?

  1. If the device (especially an iPad) has been powered off for several months, the battery may be dead.
  2. NOTE: it may take up to 15 minutes for the device to display any sign of it charging

My device won’t connect to the server. What can I do to resolve the issue?

  1. Check to see it the WiFi settings are set to On.
  2. Forget the network and re-scan so you can put in the Pre-shared key or CCSD-WiFi key again
  3. Ensure you are typing the correct server name

My device won’t connect to the internet/Wi-Fi. What can I do to resolve the issue?

  1. Check to see it the WiFi settings are set to On.
  2. Forget the network and re-scan so you can put in the Pre-shared key or CCSD-WiFi key again

My device has a broken part. What can I do to resolve the issue?

  1. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
  2. Contact your Site Based Technician
  3. Contact the Help Desk at 702-799-3300

 

Internet/Network Connection
My device cannot connect to the internet. What can I do to resolve the issue?

  1. Verify the network cable is plugged into the computer and the wall
  2. If it is going through a mini-hub, reset the power and cables going to/from the mini-hub
  3. Try bypassing the mini-hub to see if the port on the wall is working
  4. Try a different (known good) drop.

My device cannot connect to unfiltered internet. What can I do to resolve the issue?

  1. Verify that both the user and computer are in the GG-0LOC-UNFILTEREDINTERNET group
  2. Verify the computer has a static IP address, correct gateway, and DNS
  3. Verify the user has the rights to have the unfiltered access (mobileapps.ccsd.net)

My device cannot connect to the server/network. What can I do to resolve the issue?

  1. Verify the network cable is plugged into the computer and the wall
  2. If it is going through a mini-hub, reset the power and cables going to/from the mini-hub
  3. Try bypassing the mini-hub to see if the port on the wall is working
  4. Try a different (known good) drop.

 

Projector
My projector won’t power on. What can I do to resolve the issue?

  1. First check the power source
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
  2. If the power source is good and it will still not power on:
    • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • b. Contact your Site Based Technician
    • c. Contact the Help Desk at 702-799-3300

My projector’s lamp has burned out. What can I do to resolve the issue?

  1. You will need to contact your SBT or someone in the office that has rights to submit a maintenance request through the Maximo system.

My projector output is blurry / incorrect. What can I do to resolve the issue?

  1. You may try to adjust the focus on the projector
  2. You will need to contact your SBT or someone in the office that has rights to submit a maintenance request through the Maximo system.

My projector has a broken part. What can I do to resolve the issue?

  1. You will need to contact your SBT or someone in the office that has rights to submit a maintenance request through the Maximo system.

My projector won’t display my computer desktop. What can I do to resolve the issue?

  1. Verify the cables are plugged incorrectly
  2. Select the Windows and P keys on the keyboard to change the output settings

My projector has blinking lights / error message. What can I do to resolve the issue?

  1. Consult the manual for the projector to see if the lamp or filter may need to be changed.
  2. You may to contact your SBT or someone in the office that has rights to submit a maintenance request through the Maximo system.

 

Document Camera
My document camera won’t power on. What can I do to resolve the issue?

  1. First check the power source
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
  2. If the power source is good and it will still not power on:
    • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • b. Contact your Site Based Technician
    • c. Contact the Help Desk at 702-799-3300

My document camera has a broken part. What can I do to resolve the issue?

  1. You may to contact your SBT or someone in the office that has rights to submit a maintenance request through the Maximo system.

 

Scanner
My scanner won’t power on. What can I do to resolve the issue?

  1. First check the power source
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
  2. If the power source is good and it will still not power on:
    • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • b. Contact your Site Based Technician
    • c. Contact the Help Desk at 702-799-3300

My scanner displays an error message. What can I do to resolve the issue?

  1. Note the error message.
  2. Launch the Quick-IT program to submit a ticket to your Site Based technician.
  3. Contact your Site Based Technician
  4. Contact the Help Desk at 702-799-3300

My computer cannot detect my scanner. What can I do to resolve the issue?

  1. Reset the cables and power to the device.
  2. Try to scan from the built-in scan utility (to bypass the scan program)
    • a. Control Panel >> Devices and Printers
    • b. Select the scanner (if detected)

 

Interactive White Board
My smartboard won’t power on. What can I do to resolve the issue?

  1. First check the power source
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
  2. If the power source is good and it will still not power on:
    • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • b. Contact your Site Based Technician
    • c. Contact the Help Desk at 702-799-3300

My computer cannot detect my smartboard. What can I do to resolve the issue?

  1. Reset the cables

My smartboard needs to be realigned. What can I do to resolve the issue?

  1. Consult the device manual for the steps to realign it

 

Speakers/Surround Sound
There is no sound coming out of my computer speakers. What can I do to resolve the issue?

  1. First check the power source
    • a. The device may be plugged directly to the wall or through a surge protector (power strip)
    • b. Ensure both the power strip and the computer is powered on. If you see no lights on the power strip, plug a known good device (i.e. lamp) into the wall outlet to ensure it has power.
    • c. If the other device does not work, the power outlet may not be functioning. Contact your building engineer or custodian.
  2. If the power source is good and it will still not power on:
    • a. From another computer, launch the Quick-IT program to submit a ticket to your Site Based technician.
    • b. Contact your Site Based Technician
    • c. Contact the Help Desk at 702-799-3300

There is no sound coming out of my headphones. What can I do to resolve the issue?

  1. If this is a USB powered sound bar and currently plugged into the USB port, the headphone jack is disabled
    • a. The work-around is to restart the computer with the USB cable from the speaker bar disconnected. The headphone jack will now be active.

My headphones are damaged or broken

  1. Launch the Quick-IT program to submit a ticket to your Site Based technician.
  2. Contact your Site Based Technician
  3. Contact the Help Desk at 702-799-3300
Replace & Repurpose Info

For information regarding Replace & Repurpose, go to https://sites.google.com/a/nv.ccsd.net/rr/school-list

Hardware & Software Standards

Please click this link:

Technical Support Guidelines 

Telecommunications/Phones FAQs

Telephones/Voice Mail

How do I reset my voicemail password?

  • Complete  this form and provide the location code and the extension number. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.

Telephone Extension

How do I change name on a phone extension?

  • Complete  this form and provide the location code, the extension number, and the new name. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.

How do I move a phone extension to new location?

  • Complete  this form and provide the location code, the extension number, and the new location. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.
  • NOTE: For E911 purposes it is very important that only Telecommunication Services staff move telephones to  new locations.

My phone extension not working, who do I contact?

  • Complete  this form and provide the location code, the extension number, and describe what is not working correctly. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.

Long Distance

How do I request long-distance PIN?

  • Complete  this form and provide the location code, the extension number, and a brief summary of your request. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.
  • NOTE: Normally this is done through the office manager, and the office manager will be able to provide this PIN code.

Who do I contact if I forgot my long-distance PIN?

  • Complete  this form and provide the location code and the extension number. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option 2, to provide this information and open a ticket.
  • NOTE: Normally this is done through the office manager, and the office manager will be able to provide this PIN code.

Conference Call

How do I request a conference call bridge?

  • Complete  this form. Please provide dates, times, duration of call, site name, and location code. After the form is sent, a ticket will be created automatically. -OR-
  • Call the Help Desk at 702-799-3300, option2, to provide the information listed above to have a ticket created.
  • NOTE: Please provide one business day advance notice if possible. If a same day conference call bridge is required, please call Telecommunication Services directly at 702-799-6543.