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[MERCY
COLLEGE ICT
GUIDE]
The 2010 Guide to the Mercy College ICT.
Mercy College ICT 2010
Guide
Contents
Mercy College IT ................................................................... 7
Mercy IT Contact Details ................................................... 7
Email ............................................................................. 7
Fax ................................................................................ 7
Phone ............................................................................ 7
General hours of operation ............................................... 7
Student Support Times .....................................................8
Student Service Times * ................................................8
During School Holidays * ..............................................8
Mercy IT Student Services.....................................................9
High Speed Internet Access ..............................................9
Network Storage...............................................................9
webmail@Mercy...............................................................9
XenApp@Mercy ............................................................. 10
downloads@Mercy ......................................................... 10
printers@Mercy .............................................................. 10
sickbay@Mercy .............................................................. 11
Remote Access to School Network ................................. 11
Online Service Desk ........................................................ 12
Lunch Time Q & A ........................................................... 12
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Backup / Restore of Data ................................................. 12
ID Cards .......................................................................... 13
Print / Internet Charging.................................................. 13
Passwords ....................................................................... 14
Hardware Support........................................................... 15
Warranty Claims ............................................................. 15
Warranty Notes ........................................................... 16
Insurance Claims ............................................................. 16
Software Support ............................................................ 17
Private Software ............................................................. 17
Device Hire...................................................................... 17
Battery Charging ............................................................. 18
Non Serviceable Devices ..................................................... 18
Mercy Netbook Requirements ............................................ 19
Computer Name ............................................................. 19
Username ....................................................................... 19
Wireless Settings ............................................................20
Software .........................................................................20
Using Your Netbook at School ............................................22
During School Time.........................................................22
After School ....................................................................22
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Accessing School Applications and Servers .....................22
Specialists Labs ............................................................... 23
Use during lunch breaks .................................................. 23
Surfing the Internet ......................................................... 23
Private Devices at School ................................................24
Using Your Netbook at Home .............................................24
Use of Private ISP’s .........................................................24
Use of Private Networks.................................................. 25
Use of Private Hardware ................................................. 25
Accessing IT Support ..........................................................26
IT Support Process Overview ..........................................26
Student Self Service ........................................................ 27
Raising a Service Request................................................ 27
Mercy IT Service Desk .....................................................28
Return to Student ...........................................................28
Frequently Asked Questions ...............................................29
Tips for Looking After Your Netbook .................................. 34
Taking care of your Netbook ........................................... 34
Cleaning Your Netbook ................................................... 34
Protecting the LCD Screen .............................................. 35
Backing up Data .............................................................. 35
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Handling your Netbook ................................................... 36
Taking care of the AC Adapter ........................................ 37
Taking care of your battery pack ..................................... 37
Maximizing the battery's life ........................................... 38
Conditioning a new battery pack ................................. 38
Optimising battery life ................................................ 39
Appendix 1: Student Netbook packs ...................................40
2009 Netbook Pack .........................................................40
Provided Software ..........................................................40
2010 Netbook Pack ......................................................... 41
Provided Software .......................................................... 41
Appendix 2: Wireless Coverage (Approx Only) ....................42
Appendix 3: IT Support Process Detailed............................. 43
Appendix 4: General File types supported at Mercy College.
............................................................................................44
Appendix 5: Mercy2Go User Guide......................................46
What is Mercy2Go ...........................................................46
The Mercy2Go USB drive is powered by ..........................46
What is a portable app? ...................................................46
What Applications are on Mercy2Go ............................... 47
Media Creation ............................................................ 47
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Media Playback ........................................................... 47
Educational Tools ........................................................ 47
Office Applications ...................................................... 47
Utilities ........................................................................ 47
Using the PortableApps.com Platform................................48
Adding or Removing a Personal Picture on the
PortableApps.com Menu ................................................48
Moving the PortableApps.com Menu and Changing Its
Start-up Location ............................................................49
Backing Up Your Mercy2Go Settings (Bookmarks, Email,
Preferences, etc) .............................................................49
Safe Portable App-ing ......................................................... 50
The Checklist ............................................................... 50
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Mercy College IT
Mercy IT Contact Details
Email
helpdesk@mercymackay.qld.edu.au
Fax
07 49 69 4164
Phone
07 49 69 4199, Please leave a message at the main office and
Mercy IT will ring you back.
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Student Support Times
Student Service Times *
During the first lunch break, before and after school,
students may request assistance with computing device
issues from the support technician on duty. Generally
students will only be served by Mercy IT outside of class
times and not during class.
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Network Storage
Each student is issued with 100MB* of network based
storage for school related work and resources. This provided
storage is based on enterprise grade equipment and backed
up daily. This provides a safe location for students to store
backups of school work.
webmail@Mercy
Every student at Mercy College is issued with their own web
based email account in the format below.
studentcode@mercymackay.qld.edu.au
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XenApp@Mercy
This service allows all students in the 1 to 1 program to access
applications and storage from the schools data centre
without having to install any applications locally on their
netbooks. This system is the method we use to provide all
the schools applications like Microsoft office to students
dynamically over the internet.
downloads@Mercy
This site provides a student with service pack downloads for
their netbooks and FREE applications that will assist a
student in their school work.
printers@Mercy
Students can print from their own netbook or any school
computer to the print release station located in the library.
This print station also offers students the facility to
photocopy or scan documents to email.
When a student prints within the school their print jobs are
stored for 24 hours, allowing ample time for a student to go
to the release station and print their documents.
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Each piece of paper generated through photocopying or
printing is charged to the students print quota at the rate
listed below*.
sickbay@Mercy
This service is designed to help students to solve netbook
issue without the intervention of Mercy IT. The site is
designed to help walk through common problems with
students and present solutions to solve them. It is the first
place student should go to troubleshoot problems.
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Online Service Desk
Mercy College provides 1 to 1 students with an online service
desk where students can find solutions to common issues or
find details on how to submit warranty / insurance jobs. The
online support service also provides students and parents the
ability to track any service request they have made with
Mercy College IT.
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12:00pm deadline the restoration will be performed 12:30pm
the next day.
ID Cards
If a student has lost or damaged their ID card a replacement
ID card can be organized through the Finance Office.
Replacement ID cards are only printed on designated days
each week.
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Mercy IT will endeavour to ensure that the print / internet
services are running and operational. It is up to students to
act responsibly with their print / internet allocations.
Passwords
All students at Mercy College are issued with school
generated logon details. If a student forgets their logon
details they may:
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Hardware Support
Due to the integrated nature of the student computing
devices Mercy IT does not provide on-site repairs for
hardware issues. When a hardware issue is raised it will be
repaired via warranty or insurance. During the time period
when units are being repaired under warranty Mercy IT will
provide a loan netbook* to ensure students can still access
digital resources at school.
Warranty Claims
If a student’s netbook has a fault it should be returned to the
IT office as soon as possible to make a warranty claim. Once
a warranty claim is made Mercy IT will issue the student with
a loan netbook*.
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Warranty Notes
Each netbook is provided with a three year warranty
Insurance Claims
If a student’s netbook requires an insurance claim to cover
the repairs the student’s parents / guardians will be required
to pay an excess fee. During insurance repairs students will not
be issued with a loan Netbook but have access to in-class
school computing resources only.
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Software Support
Due to the almost unlimited amount of software available,
Mercy IT is only able to support software that it has tested
and provided for the Mercy IT environment. Below is listed
the extent of support for software provided by Mercy IT.
Private Software
Mercy IT is unable to support issues with private software.
During servicing, warranty and insurance private software is not
backed up or restored.
Mercy IT are only able to provide minimal assistance in the
installation of private software
Device Hire
Mercy IT is able to provide overnight or weekend loans of
portable DVD burners that are compatible with student
devices and can be used for installation of software from
CD/DVD media.
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Battery Charging
Mercy IT and the Bursar’s office both offer laptop battery
charging during the first lunch break for a small fee of 50
cents per charge.
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Computer Name
The name of a student’s computer follows the format below
Student code + underscore + year the student was in grade 8 + the first letter of your
college house
GREEJOHN_2010T
Username
The default username setup on the device that corresponds
to the student code must be maintained and not
deleted/modified as it is the account to be used for logging
on to the Mercy College network.
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Wireless Settings
The wireless network a student must connect to is
mcms####
mcms2010
Software
At all times student computers are required to have the
following software packages installed on their machines.
Netsupport School
Citrix Online plug-in
School supplied Antivirus
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It is not designed to harm or damage other student’s
devices or steal personal information.
It is used to assist in the education of the student.
It does not interfere with or modify the operating system
on the device.
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After School
Students may use the remote access facilities provided on
the college’s website to remotely access the school network.
Remote access requires a broadband connection.
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Specialists Labs
Mercy College provides students with access to specialised
computer labs that focus on video, audio and media
production for subjects and classes that require computing
resources beyond the capabilities of a student’s netbook.
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Use of Private Networks
Due to the varying nature of networks Mercy IT cannot assist
with the connection of any devices to networks outside of
Mercy College. If the connection of a student / staff device to
a network outside of Mercy College has stopped it from
accessing the school network, Mercy IT will provide
resources to reconnect the device to the school network.
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Accessing IT Support
Mercy IT provides a support process that fosters a student’s
own abilities to troubleshoot their netbook with Mercy IT
providing support when the student is unable to solve a
problem.
1. Student 2. Raise a
Self service
Service request
3. Mercy
4. Return
IT service
to student
desk.
• Device is returned to • Warranty / Insurance
student with factory cases are sent to
settings. service agents for
• Insurance units are reapirs.
held until excess is • machines is reimaged.
paid.
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Student Self Service
The first step in any support case is for a student to attempt
to solve their issue without the intervention of Mercy IT.
The aim of self service is to assist both the students and the
Mercy IT Department. It helps to limit the amount of minor
issues that are processed by Mercy IT and assist students to
increase their digital literacy.
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Mercy IT Service Desk
Once a device has been handed in Mercy IT will open a
service request on the helpdesk system and allocate a job
number for students to track the job.
Return to Student
Once all repairs have been performed the unit will be
returned to the student in working order. Please note units
will only be returned when the student has returned any loan
device or paid any insurance excess due.
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The smaller devices with their 10” screens are both practical
and more portable compared to larger devices.
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What about high end graphics, video editing? Netbooks
can’t handle this?
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laptops available in classrooms during regular classes until
their device is returned.
YES. All of the Microsoft Office suite, intranet and any other
specific software utilized at the school can be accessed from
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home through our remote access portal. As teaching staff
gradually digitize their resources and lessons these will also
be available through remote access to our Learning
Management System. It is recommended that parents
organize acceptably fast broadband at home to take full
advantage of this facility. It is also recommended that
parents investigate the option of a wireless router if they will
have more than one computer in their household.
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Protecting the LCD Screen
The follow hints will help prevent damage to the LCD screen
of a netbook:
Never rest any item on top of the netbook as this may crack the
screen.
Do not force the screen to open beyond its normal range of motion
as this will damage the hinges of the screen.
Only use a soft cloth to clean the LCD screen as most cleaners will
damaged the screen. We recommend microfibre fabrics.
Do not slam the computer display when you close it.
Do not hold the netbook by the screen in anyway.
Always travel with the LCD screen closed.
Backing up Data
Students should try and keep a copy of their school work on
the student file server and if possible a portable USB drive. It
is never good practice for students to have all of their school
work solely stored on their netbook’s hard drive as this may
fail without warning.
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Handling your Netbook
Here are some tips for handling your netbook:
Always check that you have removed all media from the
drive(s). Failure to remove the media can damage the
drive head.
Pack the computer in its protective case as it prevents the
computer from sliding around in your school bag and
cushions it if it should fall.
The protective case can be used as a laptop stand to
provide a stable work space.
Always use your netbook on a stable surface to prevent it
falling.
If a netbook is treated with respect it will last the student
the whole 3 years at Mercy College
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Taking care of the AC Adapter
Here are some ways to take care of your AC adapter:
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Maximizing the battery's life
Like all other batteries, your computer's battery will degrade
over time. This means that the battery's performance will
diminish with time and use. To maximize your battery's life,
you are advised to adhere to the recommendations set out
below.
Follow these steps again until the battery has been charged
and discharged three times.
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By following the battery conditioning process you condition
your battery to accept the maximum possible charge. Failure
to follow this procedure will prevent you from obtaining the
maximum battery charge, and will also shorten the effective
lifespan of the battery. In addition, the useful lifespan of the
battery is adversely affected by the following usage patterns:
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Provided Software
OpenOffice.org
Avast Antivirus
Remote Access software for the school network. To allow access
to Microsoft Office, etc…
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2010 Netbook Pack
Windows 7
1.6Ghz atom Processor
2 GB Ram
160 GB Hard Drive
Multi card reader
Wireless 802.11 A/G/Draft-N
10 Inch LCD screen
Webcam with inbuilt Mic.
1 X protective case
Provided Software
OpenOffice.org
Avast antivirus software
Remote Access software for the school network. To allow access
to Microsoft Office, etc…
Mercy2Go Application USB Stick
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Cannot solve
Issue Resolved problem. Service
Request is opened
Machine is
Insurance repair
reimaged.
Unit returned to
Hardware tests are
student after excess
perfromed.
is paid
Machine is sent to
warranty agent.
Machine is repaired
and re-imaged
Unit retunrned to
student and loan
unit collected
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Netbook*
Extension
Specialist
XenApp
Labs
Adobe PDF pdf
Adobe Photoshop psd, pdd
Adobe Flash Fla, swf
Adobe Illustrator ai
Adobe Indesign indd
MP bmp
GIF gif
HTML html, htm
JPEG jpeg, jpg
Microsoft Excel xls ,xlsx
Microsoft Ppt,pptx
Powerpoint
Microsoft Word Doc,docx
MPEG mpeg, mpg, mp3,
mp4
PNG png
Rich Text Format rtf
Text txt
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TIFF tiff, tif
Video Quicktime mov
WAV wav
Open Office odt,ods,odb,odp,o
dg,odf
Zip zip
Windows Media wmv, wma
Computer will support file type
Computer will not support file type
? Computer will support with optional software
installed.
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What Applications are on Mercy2Go
The following applications are on Mercy2Go Version 1.0.0.0
Media Creation
Audacity, Audio capture / editor
Blender, 3D editor
KompoZer, Website editor
GIMP, Photo editor
Inkscape, Digital Illustration editor
Media Playback
XnView, Image viewer
VLC Media Player, Video / Audio playback
Educational Tools
BPBible, Bible research software
Celestia, Solar system simulator
Stellarium, Star gazing software
ConvertAll, Unit conversion software
SpeedCrunch, calculator
Jwpce, Japanese word processor
Skype, Video / Audio communication tool.
Office Applications
OpenOffice.org, Microsoft compatible office suite
DIA, Flowchart software
Foxit Reader, PDF file viewer
Utilities
ClamWin Antivirus, Open source virus scanner
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LightScreen, Screen capture tool
Notepad++, Text editor
PenZip, File compression tool
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Moving the PortableApps.com Menu and
Changing Its Start-up Location
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The Checklist
Use a solid antivirus program on your primary PC and
keep its virus definitions up to date.
Use a solid antivirus program on your portable device,
like ClamWin Portable, and keep its virus definitions up
to date.
Scan your PC and portable drive for viruses on a regular
basis.
Whenever you plug your portable drive into an unknown
computer, it's a good idea to assume that it could now be
infected with a virus. If the PC has a virus that is currently
in memory, it may attempt to infect your portable
applications as soon as you plug it in.
When you then plug your portable drive into another
computer (after an unknown), you should first scan it for
viruses before running any of your applications. (Most
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antivirus software will make this available to you by right-
clicking on your drive in Explorer or My Computer.) That
way, if it is infected, you'll know before you run your
applications and the new computer will not be infected.
Always wait until the drive access light has stopped
blinking and then click the icon in your system tray to
'Safely Remove' your device. Don't just remove it. Just
because the application's window is closed doesn't mean
the app has fully closed and finished writing to the disk.
Back up on a regular basis, both your applications and
your files. PortableApps.com Backup makes this a snap
and it's built right into the PortableApps.com Suite.
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