IT Support and Assistance

The following information aims to provide you and your child with IT support and assistance whilst distance learning.

Before requesting IT support please click here to consult the following section of our website which provides lots of information regarding common IT questions and answers as you can find may of the most common issues and their solutions there.

In the first instance when contacting IT support please send an email to remotelearning@flhs.wigan.sch.uk stating your child’s name and form group so we can identify your child. Please ensure that you give as much information regarding the issue you are experiencing as this will help our support team with diagnosing and rectifying your issue in a timely manner.

Sometimes your issue may require further investigation (such a remote support call) where a member of our support team may require a voice call with you. To do this we use a program called Microsoft Teams. Teams is free to download for both Mobile and Computer based systems and is a audio and video conferencing application.

You can download and install Microsoft Teams via the following web links (direct download)

For Computers

App store links for Mobile / tablet devices (free to install)

Note: It is advised to install Microsoft Teams on the device that your child uses to primarily do their school work. 

To use Microsoft Teams please ensure that your child signs in using their school email address and password. If required a member of our support team will then make contact with you to provide technical support via an audio call or a live text based chat.

To further help with your issue you may be asked to download and run a small program called TeamViewer. TeamViewer is a free program which will let a member of our support team dial on to your device (pending your authorisation) and fix your issue live whilst you watch.

Please refer to the links below to download this software for your computer / device.

Note: No installation is necessary for Computers. Download and run the program.

For Computer

Note (Mac users only): TeamViewer for MacOSX requires some slight permission changes to work correctly on your computer. Click here for instructions which explain what you need to do.

If you experience any issues running the software above you may need to download a previous version which will be compatiable with your computers Operating System. Please see the links below:

App Store links for Mobile / tablet devices (free to install)

Note: Install TeamViewer when required on the computer or mobile device that you are experiencing the issue on.

Mobile devices

If you are required to install TeamViewer for mobile device support please read the information below which will help you to quickly configure your device and how to establish a remote support assistance session.

Android 

For Android devices once you have downloaded the free software (see above for more information) locate the newly installed app and open it up on your device.

You will then be displayed with the main page of the TeamViewer app. Below titled “Your ID” you will be displayed with a 10 digit number. This is a unique identification number that is generated for your device which you will need to give to the ICT Support department when you request a support team member to remotely assist with your issue.

At this point you could (if on the phone) tell the ICT Support team member your ID, but to share your ID by other methods click on the button below your ID number titled “Send your ID…”

Once you have shared your ID number a member of the school’s ICT support team will then attempt to establish a connection to your device. You will receive a prompt on your device similar to the one below.

Click Allow to proceed with the support connection.

iOS

For iPad and iPhone devices once you have downloaded the free software (see above for more information) locate the newly installed app and open it up on your device (see below for example).

On the initial opening of the application you will immediately displayed with the following prompt.

Click Allow to continue with the configuration of TeamViewer for iOS.

You will then be displayed with the main page of the TeamViewer app. Below titled “Your ID” you will be displayed with a 10 digit number. This is a unique identification number that is generated for your device which you will need to give to the ICT Support department when you request a support team member to remotely assist with your issue.

At this point you could (if on the phone) tell the ICT Support team member your ID, but to share your ID by other methods click on the button below your ID number titled “Send your ID…”, see example below.

You can now send your ID in a variety of different methods such as e-mail or as an attachment in a message, see below for example of options available.

Once you have shared your ID number a member of the school’s ICT Support team will then attempt to establish a connection to your device. You will receive a prompt on your device similar to the one below.

Click Allow to proceed with the support connection.

Your are now connected to a remote support chat. Here you can begin a instant messaging support chat with the ICT Support team member. You will be asked to share your screen. To share your screen click “Start Broadcast”.

You will then be displayed with another prompt, see below.

Click “Start Broadcast” and after a three second countdown your screen will become visible to the ICT Support team member.

If at anytime (or if the support is no longer required) your wish to end the support session click on the clock at the top of your devices screen (which is now highlighted in red), see below for an example.

You will then be displayed with a prompt on your devices screen, see below.

Press Stop to end the support session. Your screen will now longer be visible to anyone other than yourself.