Common Technology Issues and Troubleshooting

Problem:

My keyboard/mouse is not responding.

Solutions:

  1. Detach and reattach keyboard to the Surface device and place on a table.It may take a couple seconds for the Surface to recognize that a keyboard has been attached.
  2. Restart Surface by selecting the Windows option in the bottom left-hand corner of the screen. Procedure: Save all open materials through the use of touch screen > Windows button > Power > Restart.Wait for Surface to restart, and re-enter login information.
  3. If these options do not solve the problem, report the issue to the TAC Shop.

Problem:

           I am unable to log on to my Surface.

Solutions:

  1. Check that the username and password being used is correct.These pieces of information are case-sensitive and require a precise combination of letters and numbers to gain access.Resubmit information.
  2. Restart Surface by selecting the Windows option in the bottom left-hand corner of the screen. Procedure: Save all open materials through the use of touch screen > Windows button > Power > Restart.Wait for Surface to restart, and re-enter login information.
  3. If these options do not solve the problem, report the issue to the TAC Shop.

    4. ​

Problem:

           My Surface will not charge.

Solutions:

  1. Disconnect the charging cord from the surface and reattach.
  2. Try plugging the charging block into a different outlet.
  3. Inspect the charging block and charging cord for damage.
  4. Plug in the charger to the Surface and wait for the light to come on.  Select the battery icon on the Surface and see if it is charging of if it says "not charging."  If "not charging" please bring your Surface, cord, and brick to the TAC Shop.
  5. Report any damage to the TAC Shop.

Problem:

           My Surface battery dies quickly.

Solutions:

  1. Discontinue streaming music or watching videos. The Surface battery life improves if these activities are used less during the day.
  2. Change the brightness of your screen. Procedure: Swipe left on the right edge of the Surface screen > Use menu to alter the brightness setting ­to a dimmer level. NOTE: setting the Surface screen brightness level to “Darker” has shown to improve the Surface’s battery life.
  3. Closing the device by folding the keyboard up to the screen will place the Surface in a Sleep Mode which will help conserve battery. Lowering the keyboard back down and touching the mouse pad will wake up the Surface and prompt the use to enter their password to resume use. This feature will be helpful during lunch and passing periods.
  4. Be sure to fully charge your device at night prior to the next school day.
  5. Inspect the charging block and cord for any damage.Please report any damages to the TAC Shop.

 

Problem:

           My Surface will not connect to the casting device on a television.

Solutions:

  1. Swipe from the right and choose the “Connect” option from the Action Center menu.
  2. Specify the appropriate room you would like to cast to.
  3. Enter the eight-digit pin code and click “connect.”
  4. Repeat this process until desired results are achieved.


Problem:

           I’m not sure how to attach a document to an email.

Solutions:

  1. Save the document you would like to send in your OneDrive location where you can find it as a file name you will recognize.
  2. Close this document.
  3. Open your email and select the teacher you would like to send it to by typing their email in the row labeled “To:”.
  4. Enter relative contents into the subject field.(Example: William Shakespeare Project)
  5. Enter a brief comment in the body field of the email.

    Example:  Dear Mrs. Smith,

    Attached to this email you will find my English project.  Please let me know if I need to do corrections. Thanks! 

    Sincerely,

    Example Student

  6. Locate and click the icon that looks like a paper clip.
  7. You should now be able to search through your files, locate, select, and open the document you wish to send. (Ex. William Shakespeare Project Eng10)
  8. Once the attachment appears to be linked to the email, press send.

 

Problem:

           My screen is sideways and won’t go back to normal.

Solutions:

  1. Swipe from the right to locate your Action Center.
  2. Find the tile labeled “Rotation Lock.”
  3. Clicking this tile will enable and disable the locking mechanism for the screen.
  4. Tilting your screen will allow for the screen to return to normal.

 

Problem:

           My pen is not paired to my Surface.

Solutions:

  1. Click the Windows button on the lower left-hand side of the screen.
  2. Select Settings and then choose Devices.
  3. Locate and select the Bluetooth option.
  4. Once on this screen, make sure that your Bluetooth capability is enabled.
  5. After enabling, click and hold the pen button for 7 seconds.
  6. The surface pen option should now be available, and now you can select to pair the Surface pen to the Surface.
  7. One click of the pen will open OneNote.

 

Problem:

           I cannot print from my Surface.

Solutions:

  1. Check to ensure that the Surface is connected to LSC-WiFi.
  2. When attempting to print the document, select the “Oak-WR-654” printer.
  3. If the problem persists, please contact the TAC Shop.

 

Problem:

           I am unable to log in to Canvas.

Solutions:

  1.  Go to lsc.instructure.com
  2. Check that the username and password being used is correct. These pieces of information are case-sensitive and require a precise combination of letters and numbers to gain access. Resubmit information.
  3. Contact Miss Diehl about appropriate username and password.These should be the same as when logging into the computer.
  4. Try switching web browsers (use Firefox).
  5. If all else fails, restart your Surface and attempt to log in to Canvas.
  6. In the event that the restart does not solve the problem, contact Miss Diehl

Problem:

           I cannot access the internet.

Solutions:

  1. Click the WiFi icon located at the lower right-hand side of the screen within the tool bar.
  2. Various options will appear.Select “LSC-WiFi” and click “connect.”
  3. Establishing a connection may take a few seconds.
  4. If you are still unable to connect to the WiFi, try to restart your Surface and try steps 1-3 again.
  5. If the problem persists, please contact the TAC Shop..

Problem:

           My Surface will not shut down.

Solutions:

  1. Please save and close all documents.
  2. Click the Windows button in the lower left-hand corner of the screen within the tool bar.
  3. Select the “Power” option and click “shut down.”
  4. If this does not prompt the Surface to power down, press and hold the power button near the top left corner of the Surface for 15 seconds.This will force the machine to shut down.

Problem:

           I am not sure how to save a document/file.

Solutions:

  1. Within the application you’re using (i.e. Microsoft Word), locate the tab named “File.”
  2. Click on the “File” tab, and select “Save As.”
  3. Using the “Save As” option allows the user to designate where the file will be saved.ALWAYS select the OneDrive location to save your documents.
  4. SUGGESTION: Create a file system for each class to organize your products.For example, create a folder for Social Studies and within that folder create a separate file for each Social Studies class (i.e. Government, U.S. History, etc.).

Problem:

           I cannot find the file I saved.

Solutions:

  1. Locate the “File Explorer” icon at the bottom of your screen within the tool bar.HINT: It looks like a yellow folder.
  2. Clicking this icon will open the files that are stored by your device.Click on the file or area you would like to search (i.e. OneDrive, Quick Access, etc.). Normally, all your files should be stored within OneDrive.
  3. Click OneDrive to highlight this specific area.
  4. Locate the search box in the upper right-hand portion of the file explorer window.
  5. Type in the name of the file you are searching for and press “Enter.”
  6. The Surface will search the area you chose within File Explorer and display the results within the open window.You can select the files the Surface finds, or it may display a message that states “No items match your search.”
  7. If there is no match, try to search for a different name.The Surface should recognize key words within the file name or the document you are searching for.
  8. You may also consider searching in the “Documents” section within the File Explorer for the file you are seeking.


Problem:

           My students can't see the Microsoft store.

Solutions:

  1. Sign out of the account.
  2. Close the store and then open the store and sign in again.
  3. If the problem persists, please contact the TAC Shop.