Resolving Technical Issues in an EAST Classroom

When technical issues occur in an EAST classroom, there are a number of resources available for students and/or facilitators. A recommended guide for resolving these issues is outlined below. This method has proven successful in resolving a broad range of technical issues.

Step 1: Use on-site resources first

Seek help from the resources listed below, trying all options in any order, before moving to Step 2.

  • User manuals
  • Program help menus
  • Product support websites
  • Internet search engines (such as Google)
  • Other EAST students

Step 2: Use resources at EASTInitiative.org

EAST has worked hard to provide pertinent support resources and tutorials for many of the technical aspects of the EAST classroom. Browse or search for the topic/issue on EAST’s website; if unsuccessful, move to Step 3.

Step 3: Contact EAST Support via the Help Ticket System

The Help Ticket system provides the first line of direct contact to EAST’s TSG. Use the Help Ticket system for solutions to hardware and software problems in the classroom. When contacting EAST’s TSG, through the Help Ticket System, explain the problem in detail, as well as the steps already taken in attempting to resolve the issue.

Step 4: Contact EAST Support directly

If the issue is not resolved at this point, or is too complicated to solve via the Help Ticket System, contact EAST’s TSG directly by phone. When calling the TSG, be prepared to explain the problem in detail, as well as the steps already taken in attempting to resolve the issue.

Step 5: Contact local technical support

Contact the school’s local technical support if your issue remains unresolved.

Why Use This method?

It is important to understand that troubleshooting technical issues in an EAST classroom should be a learning experience—more specifically, it should promote solving problems, not fixing problems. Therefore, EAST advocates the above method for resolving technical issues, so that students learn how to solve problems themselves, instead of simply getting the end answer from someone else.

When contacting EAST Support

  • Always provide a full description of the problem, including information such as computer brand, computer operating system version, software version, etc.
  • Provide information on the steps already taken in attempting to resolve the issue.

Other Support Options

The Center for Advanced Spatial Technologies (CAST) has specific resources for technical issues involving Geospatial Technologies (GIS, GPS), Web Design and Development, and Animation and Graphics. These resources can be found under the CAST Resources link under the Support & Tutorials section at EASTInitiative.org. If you are unable to resolve your issue using CAST’s online resources, you may contact them via e-mail at east_support@cast.uark.edu.

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