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IT Corner – How to troubleshoot a learner’s computer

Nicky Peeters posted this in the May 5, 2020 newsletter.  Such practical and helpful information!

“Help, I can’t figure out how to use the program?”
This could be a message you receive by email or phone. When you check what they see, it’s sometimes not the same as what you have in front of you. It’s hard to walk somebody through the various steps this way. It’s like giving directions with a blindfold on. Here are a few tips on how to make it easier.

Ask the learners to take a picture of their screen and text or email it to you. This way you can see what they are seeing as you walk them through it on the phone.

  • Picture taken by their phone
  • Screenshot: Depending on your keyboard, you may use the Windows Logo Key  + PrtScn button as a shortcut for print screen. If your device does not have the PrtScn button, you may use Fn + Windows logo key  + Space Bar to take a screenshot. To locate your screenshots, open File Explorer from the taskbar. On the side navigation pane, select the Pictures folder, and select Screenshots.
  • Snipping tool / Snip & Sketch: this is a great tool to take screenshots from an open window. You can select any portion of this open window. Once you “snip it” you can just “paste” (ctrl + V) it in an email.
  • Various methods + screenshots:

Online help without downloading any extra software

This will give you access to their computer. You can walk them through the procedure as you show them the steps remotely.

Online help by downloading software 
This might initially be harder as you have to “blindly” guide a person through the process first, but once it’s set up, it’s easy to use.

BONUS! Blocking practitioner person cell# when working from home:

  • Use #31# to will block your cellphone number while dialing out OR use *69 to block land line numbers.  Apparently this is free, but you need to do it everytime you dial out
  • Hide your number on an iPhone 1. Go to Settings 2. Tap ‘Phone‘ 3. Press Show My Caller ID 4. Use the toggle switch to show or hide your number
  • Hide your number on an Android device  Open the Phone app; Open the Menu; Select Settings; Click on Call settings; Click on Additional settings; Click on Caller ID; Choose “Hide number” and your number will be hidden OR  Choose “Show number” or “Network default” to resume showing your number

The Lethbridge CALP ended up usingText Now which the Lethbridge College ESL program has been using quite successfully. They joined through Chrome using a newly created gmail account. Lil and Elizabeth note that it was a simple process requiring them to enter the new email account, enter our postal code  and were instantly assigned a phone number.


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