If you need support for your device (computer, printer, Interactive Flat Panel (IFP), etc.), look at our FAQs below for solutions.  If these documents don’t resolve your issue, you are encouraged to search our Knowledge Base for vendor/model specific extended troubleshooting. If you are unable to access the Knowledge Base or you don’t feel confident you can complete the troubleshooting, you can contact your SBT (Site Based Technician), use Quick-IT to submit a ticket (from within the CCSD network), or call the User Support Services – Help Desk  during our normal hours of operation for further assistance.

Search Hardware Support

Hardware Categories

Computer (Desktop & Laptop)







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My Device won’t power on.

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 device are powered on. If you see no lights on the power strip:
      • Plug a known good device (i.e. lamp) into the power strip, if it does not work, do the same test to the same plug on the wall outlet used by the power strip to ensure there is power at the wall.
      • If the power strip does not work but the wall outlet does, check for a reset button on the power strip as it may have a resettable breaker inside.
      •  If the power strip still does not work, contact your SBT or obtain a replacement.
      •  If the wall outlet is not providing power, contact your office manager to start a Facilities work order (FAMIS ticket).
    • c. Check both ends of the device’s cables. It is common for a power cable to be partially pulled out of the back of a device if it gets caught on a foot or other objects moved near cords under a desk.
    • d. If the device is a computer:
      • Check the power cable for the monitor on both ends.
      • Check the video cable that runs between the computer and the monitor.
      • Check that the monitor is turned on.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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20
2

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Damaged, Lost, or Stolen Devices

A device has a broken part, was lost, or stolen. What should I do?

If the Device was assigned to you:
  • From a working computer, submit a ticket to your SBT (Site Based Technician) and describe the issue in full.  Be sure to include the make, model and serial number (if available) in the description.
    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Schools should follow the procedure located at:
Did you find this FAQ helpful?
23
11

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Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

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19
0

c
There is no sound coming out of my computer speakers

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

  • Make sure the speakers are plugged into the rear audio out port (usually green) on the back of your computer.
  • If the speakers are connected by a USB cable try another USB port.
  • If your speakers require an external power source make sure it is plugged in.
  • Ensure the computer volume is not muted by turning up the volume.
  • If the speaker has a volume knob or button, ensure it is turned on and volume is increased.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
18
2

c
There is no sound coming out of my headphones

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

  • Make sure your headphones are plugged in correctly.
    • Use the front headphone port or the rear audio out port

If your headphones have a USB connector :

  • Try another USB port
  • Check your headset for a mute button and make sure it is not turned on

Follow the steps at There is no sound coming out of my speakers but treat your headset as if it were the speakers.

If none of the actions above work, submit a Quick-IT so your site based technician (SBT) can address the issue.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
3
0

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Error Messages – Computer Problems

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. 
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

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Error Messages – Apple (Desktop & Laptop)

My computer displays an error message. How can I resolve the issue?

  • First note the error message so that you can note it on the ticket.
  • Restart the computer, by powering it off completely and turning back on.
  • If a file folder icon is the only thing displayed on the screen after powering on the computer, this could indicate that your operating system is corrupt or a bad hard drive which you will need to create a ticket using the Quick-IT from a working computer.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

Apple (Desktop & Laptop)







c
My Device won’t power on.

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 device are powered on. If you see no lights on the power strip:
      • Plug a known good device (i.e. lamp) into the power strip, if it does not work, do the same test to the same plug on the wall outlet used by the power strip to ensure there is power at the wall.
      • If the power strip does not work but the wall outlet does, check for a reset button on the power strip as it may have a resettable breaker inside.
      •  If the power strip still does not work, contact your SBT or obtain a replacement.
      •  If the wall outlet is not providing power, contact your office manager to start a Facilities work order (FAMIS ticket).
    • c. Check both ends of the device’s cables. It is common for a power cable to be partially pulled out of the back of a device if it gets caught on a foot or other objects moved near cords under a desk.
    • d. If the device is a computer:
      • Check the power cable for the monitor on both ends.
      • Check the video cable that runs between the computer and the monitor.
      • Check that the monitor is turned on.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
20
2

c
Damaged, Lost, or Stolen Devices

A device has a broken part, was lost, or stolen. What should I do?

If the Device was assigned to you:
  • From a working computer, submit a ticket to your SBT (Site Based Technician) and describe the issue in full.  Be sure to include the make, model and serial number (if available) in the description.
    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Schools should follow the procedure located at:
Did you find this FAQ helpful?
23
11

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Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
19
0

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Error Messages – Apple (Desktop & Laptop)

My computer displays an error message. How can I resolve the issue?

  • First note the error message so that you can note it on the ticket.
  • Restart the computer, by powering it off completely and turning back on.
  • If a file folder icon is the only thing displayed on the screen after powering on the computer, this could indicate that your operating system is corrupt or a bad hard drive which you will need to create a ticket using the Quick-IT from a working computer.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

Network Connectivity







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Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
19
0

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My device won’t connect to the internet or server on WiFi (wireless)

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

  • Check to see it the WiFi settings are set to On. Depending on the device, this may be a switch, keyboard combination or in the settings window.
    • Mobile devices:
      • Open settings and ensure the slider to WiFi is set to On
      • Check that airplane mode is set to Off
    • Laptops/Notebooks:
      • Some can be enabled/disabled by:
        • FN key + a key on the keyboard.
          • Look for a wireless icon on one of the other keys.
        • Slider switch on either the side of the laptop.
  • Forget the network and re-scan so you can put in the Pre-shared key or CCSD-WiFi key again. If you were using the “CCSD-WIFI” network, your AD password may have changed and needs to be updated.
  • Ensure you are typing the correct server name.
    1. Not all servers are available at all locations.
    2. Make sure you aren’t connected to a non-ccsd Wi-Fi network.
  • Check if another device can connect from your location.
  • Contact Support:
    1. From a working 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

 

Did you find this FAQ helpful?
4
11

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My device cannot connect to the internet (Wired, non-Wi-Fi)

My device cannot connect to the internet. What can I do to resolve the issue?
  • Verify the network cable is plugged into the computer and the wall (or if your computer connects through your school’s wi-fi make sure that it is turned on and connected).
    • Check if you can access your U:/ drive)
  • For Mac’s open the CDM Agent and click on Connectivity Test
    • Look for successful ping of AD.CCSD.NET
  • If you have a mini-switch at your station (a small unit that has ethernet ports on it) make sure that unit is plugged in.
  • If you still cannot connect to the network:
    • From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.
Did you find this FAQ helpful?
2
1

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What is required to connect to the unfiltered internet

What is required to connect to the unfiltered internet?

  •  Requests for unfiltered internet for a teacher or staff member must be submitted through a CA Service Desk ticket and requires Administration approval.  Please contact your SBT to initiate the request.

    • Submit a Quick-IT to your Site Based Technician (SBT)
    • To launch the Quick-IT program
Did you find this FAQ helpful?
0
5

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Error Messages – Network Connectivity

I am getting a network connection error, what should I do?

  • Make sure that the ethernet cable is plugged into the correct port on the computer and to the wall.
  • Verify that you can see the network in the available network list and that you are connected to it.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

Mobile Devices







c
Damaged, Lost, or Stolen Devices

A device has a broken part, was lost, or stolen. What should I do?

If the Device was assigned to you:
  • From a working computer, submit a ticket to your SBT (Site Based Technician) and describe the issue in full.  Be sure to include the make, model and serial number (if available) in the description.
    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Schools should follow the procedure located at:
Did you find this FAQ helpful?
23
11

c
Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
19
0

c
My mobile device won’t power on

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

For mobile devices (iPads, Chromebooks, Laptops) please ensure the proper power supply is plugged in and functional.

  • Look for active power lights on the charger and mobile device when plugged in
  • Make sure the brightness is not  turned down all the way
  • Swap the charger out for a known working charger if available

If the device (especially an iPad) has been powered off for several months, the battery may be drained. Plug in the device and attempt to power it on after it has charged for a few minutes.

  • Note: it may take up to 15 minutes for the device to display any sign that it is charging.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
2
0

c
What is required to connect to the unfiltered internet

What is required to connect to the unfiltered internet?

  •  Requests for unfiltered internet for a teacher or staff member must be submitted through a CA Service Desk ticket and requires Administration approval.  Please contact your SBT to initiate the request.

    • Submit a Quick-IT to your Site Based Technician (SBT)
    • To launch the Quick-IT program
Did you find this FAQ helpful?
0
5

c
Error Messages – Mobile Devices

I am getting a network connection error, what should I do?

  • Make sure that the ethernet cable is plugged into the correct port on the computer and to the wall.
  • Verify that you can see the network in the available network list and that you are connected to it.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

Printers







c
My Device won’t power on.

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 device are powered on. If you see no lights on the power strip:
      • Plug a known good device (i.e. lamp) into the power strip, if it does not work, do the same test to the same plug on the wall outlet used by the power strip to ensure there is power at the wall.
      • If the power strip does not work but the wall outlet does, check for a reset button on the power strip as it may have a resettable breaker inside.
      •  If the power strip still does not work, contact your SBT or obtain a replacement.
      •  If the wall outlet is not providing power, contact your office manager to start a Facilities work order (FAMIS ticket).
    • c. Check both ends of the device’s cables. It is common for a power cable to be partially pulled out of the back of a device if it gets caught on a foot or other objects moved near cords under a desk.
    • d. If the device is a computer:
      • Check the power cable for the monitor on both ends.
      • Check the video cable that runs between the computer and the monitor.
      • Check that the monitor is turned on.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
20
2

c
Damaged, Lost, or Stolen Devices

A device has a broken part, was lost, or stolen. What should I do?

If the Device was assigned to you:
  • From a working computer, submit a ticket to your SBT (Site Based Technician) and describe the issue in full.  Be sure to include the make, model and serial number (if available) in the description.
    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Schools should follow the procedure located at:
Did you find this FAQ helpful?
23
11

c
Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
19
0

c
Print Quality Issues

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

  • Change the toner with a new or verified working toner from another printer of the same model
    • If the toner smears, it may have a bad component or debris like a mailing label stuck internally. Do not attempt to remove stuck labels.

If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
0
0

c
My printer is reporting a paper jam.

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

Note: Always pull the paper in the direction it was moving, never opposite! Moving the paper in the wrong direction can turn a clearable jam into one requiring professional disassembly of the printer to clear.

Locate and attempt to clear the jam:

  • Check the LCD screen on the printer as some printers will specifically tell you where the jam is being detected.
    • A jam can be triggered before, after, or behind a specific panel, check all three, if applicable,  to locate the actual jam.
    • In many cases, a jam can be as simple to resolve as a double fed page (Two pages were picked up at once).
  • Before attempting to clear any paper jam, power off the printer and disconnect the power and network cables!
  • Open the paper tray and other access panels to see if it is possible to remove the paper easily.
    • If the jam is in the tray area, check to make sure there isn’t too much or too little paper in the tray.
    • As printers age, the rubber rollers can wear smooth and be more sensitive to the amount of paper in a tray, if the printer has intermittent and increasingly frequent jams, submit a Quick-IT as the rollers may need to be replaced.
    • Do not stick objects into the printer to try to clear the jam! This will likely result in making the jam worse, could damage the printer, or cause harm to you if the printer was not disconnected as directed above.
  • If you cannot find the jam, the paper feels like it will tear if pulled, the paper is crumpled or folded, or it appears to be too difficult to remove do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
0
0

c
My computer cannot detect my printer

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

  1. Ensure the printer is turned on.
  2. Check all cables and make sure they are connected properly.
    • If the printer is connected by a USB cable try switching the computer side port to another free port if available.
    • If the printer is networked make sure both sides of the network cable are properly seated/connected.
  3. Check the printer for any error codes.
    • Write down the error message or code.
    • Follow any on screen prompts the printer may be giving you to help clear the issue
  4. Power cycle the printer (turn OFF, wait ten seconds then turn back ON).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
2
2

c
My printer will not print any documents

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

Power cycle the printer by turning it OFF and ON.

    • Check all cables and make sure they are connected properly.
    • Check display for error messages (paper jam, low toner, etc.) .
    • Write down any error message or code.
    • Follow any on screen prompts the printer may be giving you to help clear the issue.
    • Make sure there is paper in the tray.
    • Power cycle the printer again (turn OFF, wait ten seconds then ON)
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

 

Did you find this FAQ helpful?
3
0

c
My device cannot connect to the internet (Wired, non-Wi-Fi)

My device cannot connect to the internet. What can I do to resolve the issue?
  • Verify the network cable is plugged into the computer and the wall (or if your computer connects through your school’s wi-fi make sure that it is turned on and connected).
    • Check if you can access your U:/ drive)
  • For Mac’s open the CDM Agent and click on Connectivity Test
    • Look for successful ping of AD.CCSD.NET
  • If you have a mini-switch at your station (a small unit that has ethernet ports on it) make sure that unit is plugged in.
  • If you still cannot connect to the network:
    • From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.
Did you find this FAQ helpful?
2
1

c
Document camera displays an error message

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

  • Make sure the document camera is plugged in correctly.
  • If the document camera is plugged in through a USB port try a different open USB port.

If none of the above actions work:

  • Note the error message.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

Did you find this FAQ helpful?
0
0

c
My computer does not detect my scanner

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

  • Power off the scanner.
    1. Remove USB cable from either the device or the computer.
    2. Restart your computer, log in.
    3. Once you see the desktop, reconnect the scanner cableand power on the scanner.
    4. Try scanning a new document
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
Did you find this FAQ helpful?
2
0

c
Error Messages – Printers

When I try to print I get an error message. How can I resolve this issue?

  • If you are getting an alpha-numeric error, or just an numeric error code, on your printer display, this indicates a hardware issue. Note the error so you can list it on the ticket. Try to power off the printer and power it back on and if the error returns you will need to submit a ticket to your Site Based Technician (SBT) using the Quick-IT program or contacting Helpdesk at 702-799-3300.
  • If you are receiving an error message after sending specific documents to the printer, there may be an issue with the document itself or the version of software being used. Try recreating the document.  Updating or re-installing the software can help as well (this usually happens with PDF files). If the error persists the printer might be incorrectly installed and may need to be re-installed with the correct drivers.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Other Classroom Hardware







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My Device won’t power on.

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 device are powered on. If you see no lights on the power strip:
      • Plug a known good device (i.e. lamp) into the power strip, if it does not work, do the same test to the same plug on the wall outlet used by the power strip to ensure there is power at the wall.
      • If the power strip does not work but the wall outlet does, check for a reset button on the power strip as it may have a resettable breaker inside.
      •  If the power strip still does not work, contact your SBT or obtain a replacement.
      •  If the wall outlet is not providing power, contact your office manager to start a Facilities work order (FAMIS ticket).
    • c. Check both ends of the device’s cables. It is common for a power cable to be partially pulled out of the back of a device if it gets caught on a foot or other objects moved near cords under a desk.
    • d. If the device is a computer:
      • Check the power cable for the monitor on both ends.
      • Check the video cable that runs between the computer and the monitor.
      • Check that the monitor is turned on.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Error Messages

My device displays an error message. How can I resolve the issue?

  • Note the error message or take a screen shot to provide on the ticket.
  • Restart the device, by powering it off completely and turning it back on. Printers may also need to be completely unplugged from the wall and network.
  • If the error only occurs after sending specific documents to the printer (or reconnecting it to the network), there may be an issue with the document or the version of software used to create it (usually PDF files).
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

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My projector’s lamp has burned out

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

Please open a ticket using Quick-IT and your Site Based Technician (SBT) will address the issue.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Projector output is blurry or incorrect

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

  • Try to adjust the focus on the projector with the remote control.
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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My projector has a broken part

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

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Projector has blinking lights or error message

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

Copy any error message that is displayed.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Document camera displays an error message

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

  • Make sure the document camera is plugged in correctly.
  • If the document camera is plugged in through a USB port try a different open USB port.

If none of the above actions work:

  • Note the error message.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300

 

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My computer does not detect my scanner

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

  • Power off the scanner.
    1. Remove USB cable from either the device or the computer.
    2. Restart your computer, log in.
    3. Once you see the desktop, reconnect the scanner cableand power on the scanner.
    4. Try scanning a new document
If none of the above actions work do the following:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Error Messages – Other Classroom Equipment

I get an error when using classroom equipment. How can I receive support for this issue?

If you get errors using classroom equipment such as Interactive Flat Panels, document cameras, projectors, and audio system equipment you will need to:

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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Other Support Resources

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I have submitted a repair ticket or have been told the device couldn’t be repaired, what happens next?

Your Site Based Technician (SBT) will evaluate the issue and respond:

Note:  If your site does NOT have an SBT, User Support Services technicians will respond directly to the ticket.

  • If the issue can be fixed quickly (e.g., replacing a cable/cord, a device swap, re-imaging the computer, clearing a printer jam, replacing  a toner cartridge, etc.), the repair time will be determined by priority and the number of other tickets assigned.
  • If the issue cannot be fixed with a quick repair (e.g., requires extensive troubleshooting, replacement parts, vendor intervention, etc.):
    • The repair may be escalated to a User Support Services technician.  Escalated tickets may be addressed in a variety of ways:
      • Device may be repaired immediately if replacement components are available.
      • Replacement components may be ordered and the repair completed when they are received.
      • The entire device may be replaced by a refurbished device (possibly of a different model) if this is the most practical solution.
      • The repair may be declined (SEE SCENARIOS BELOW).

In the following scenarios, the individual who submitted the ticket will automatically receive a quote for the cost of procuring the replacement component and a suggested vendor.  Once the replacement component is received, a second ticket may be submitted and a USS technician will assist with the installation.

User Support Services may decline a computer/printer repair based on the following criteria:

  • The device is repairable, but the repair is not covered under warranty:
    • The issue is the result of accidental damage or vandalism.
    • The failed component is considered “consumable”, meaning that the user is responsible for procuring the replacement component.
  • The device is repairable, but the device is no longer covered under warranty (the warranty has expired)
  • The device is identified as beyond economic repair (BER):
    • The cost of the repair is approaching the cost of a comparable device currently available through the CCSD shopping cart.
    • The device is no longer supportable due to age and/or availability of replacement components.
  • The device is not a standard CCSD model and therefore is not supported by USS.

In these scenarios the individual who submitted the ticket will automatically receive notification explaining why the device is not repairable.  Sites may request the removal of devices identified as BER by the Purchasing and Warehousing department.

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Where can I look if the information I need is not on this website?

The Service Desk Knowledge Base no longer supports “Guest” logins. Your AD credentials are now required to access all features of Service Desk, however, if you are responding to an email notification (New Ticket Created, Manual Notify) you can still reply to the email without logging in to the application.

Note: This tool can only be accessed from within CCSD (externally with VPN rights, if applicable). While we attempt to post answers and provide solutions to the most frequently encountered questions and issues, it is not possible to post every solution to every issue on this website.

The Service Desk Knowledge Base is where we store and reference all of the information we routinely use to address technical issues. If you cannot find what you are looking for on this website, search the Service Desk Knowledge Base. If you are still unable to locate the information you need, find a Knowledge Document which cannot be completed, or you are hesitant to follow a solution on your own, please submit a ticket through the Quick-IT shortcut on your desktop or call the Technology Help Desk at (702)799-3300.

To access the Knowledge Base:

  • Login to Helpdesk.ccsd.net with your AD credentials.
  • Enter any keywords in the search box then click Go, or select from the Top Solutions list as seen in the screenshot below:
Screenshot of Service Desk Portal
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I want to report a problem with a printer, computer, application, phone, account, or other device.

All technical issues should be reported to your Site-Based Technician using the Quick-IT system.  Please follow the steps below to submit a ticket:

  • How to get to QuickITOption 1:
    • Open the shortcut on your desktop

QuickIT

  • Option 2: (Windows)
    • Select the start button
    • Open the CCSD folder
    • Select Quick-IT
  • Option 3: (MacOS)
    • Click the Applications icon on the Dock
    • Double click Quick-IT to select
  • Option 4: Quick-It Web
    • Go to another computer, open an internet browser and navigate to quickit.ccsd.net .
    •  In the description box please include the following: the issue affecting the device, the model type (Dell, Lenovo, Mac, etc.) and the room number of the broken device.  (If applicable, also include a workstation number.)

    If you do not have Quick-IT on your computer at your school, please contact your site-based technician for assistance.

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Contact The Technology Help Desk

If you are unable to locate a solution for your issue or need further assistance, please contact us at the Technology Help Desk .

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Where do I get an adapter to connect my mobile device or laptop to a projector?

If you need any external cables or adapters please put in a request through the Quick-IT system.  Your SBT will assess all hardware needed to connect to a CCSD device.

From a working computer, launch the Quick-IT program to submit a ticket to your Site Based Technician.

    • To launch the Quick-IT program
    • If your Site Based Technician is not available or your site does not have a Site Based Technician
      • Contact the Help Desk at 702-799-3300
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