Technology Support FAQ

If you need help with technology or systems please follow this guide.

Contacting the Technology Support Team

Send an email to

Include as much detail as you can, including:

  • What were you doing, or trying to do, when the problem occurred?
  • What have you tried to get it working?
  • Any error message displayed on screen, including a screenshot if possible.
  • What computer are you having problems with, e.g. School Desktop, Aurora Laptop, Personal Computer?
  • Is this problem stopping you from accessing classes?

We will reply via email with the next steps to take. Please be aware that it may take some time to respond to your issue, but urgent issues will be prioritised first.


My headset microphone is not working!

If your microphone does not seem to be working, first check the mute settings. Some headsets include a control on the cable which has a mute button, or the microphone may be muted in the software you are using.

You can also check that Windows hasn’t turned your microphone volume down.

Right click on the speaker icon in the bottom right of your screen, next to the time and date.

Right click on the Speaker in the Task Bar

Choose “Recording Devices”

Choose Recording Devices

Ensure that your headset microphone has been set as the default device (indicated by a green tick). If your microphone is not the default device, click to highlight the entry and press the “Set Default” button. Once this is done, press the “Properties” button.

Check the default device and press properties

Select the “Levels” tab, and ensure that the volume slider is at 100. Click Apply if you have made changes, and then OK.

Make sure the Levels slider is at 100

If this still does not fix the issue, please follow the instructions above to report the issue to the Technology Support Team.


I am having problems syncing OneNote!

There are many reasons why OneNote might temporarily have problems syncing with the server. Here are a few things to check.

Are you connected to the internet, and is it working? Test this by going to a website such as Wikipedia ( or The National Museum ( If these sites do not load properly, the issue is not OneNote, but your internet connection.

After you have verified that your internet is working, log on to the OneNote website to see if your recent changes are visible there. Some error messages from OneNote don’t actually prevent syncing but warn you that a page or section is having trouble syncing. These might even be pages or sections that you don’t use! If everything appears to be working in the online version, try syncing again in the application.

If these steps have not solved your issue, please follow the instructions above to report the issue to the Technology Support Team.


How do I take a screenshot?

We recommend using the “Snipping Tool” which comes built in to Windows.

Open the Start Menu and search for Snipping Tool.

Search the start menu for Snipping Tool

In this application you can use the New Snip option to drag a box around an area of your screen and save it as an image. This can then be attached to an email.

Use the New Snip option to select an area of the screen and save it as an image file


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