FAQs about IT Support

My staff laptop isn’t working at home?

If you can login but cannot access the internet please check the laptop has no proxy server enabled (Open the control panel | Click Internet Connections | Click Connection | within proxy server ensure box is unticked as per screenshot below).

If the internet still doesn’t work please check your home wifi works with other devices, if not please call your home internet service provider.

Internet Options

I have an IT issue. Who can help?

Please email [email protected] with detailed information on the issue, due to high volumes of tickets we will respond to you within 48 hours if not earlier. By providing as much detail as possible in your original request it will help us to diagnose the issue and resolve without having to clarify the issue.

I need to make a call to a parent or student from my personal mobile?

If you prefix the number you are calling with 141 your number will be hidden from the caller.

I can’t access my virtual learning platform. What should I do?

If you are unable to access links sent by your child’s school, or on the Teacher to Parent app, please contact the school directly. To raise an issue, problem, or request you will need to email [email protected]. For primary schools which use purple mash, please email all enquiries to [email protected]. When submitting your ticket please were possible provide the following information:

- Your name

- Your school

- Detailed information about the issue, problem, or request. The questions below may not be relevant to all requests but please consider answering them to help with diagnosis.

When did this happen?

What happened

What were you doing at the time?

Why do you need this?

How is the issue or problem stopping you from completing any work?

Is this the only issue or has this occurred due to a smaller issue?

As before will send you the document for vulnerable student laptops has details of how to request help.

I am having technical issues working from home. What should I do?

If you are experiencing issues related to IT and working from home, for example, if you are unable to access your email from home, or are unable to use software required for your work, please contact The White Horse Federation IT support team by emailing [email protected].