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Top technical support problems for CCA families and how to fix them

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    Top technical support problems for CCA families and how to fix them

    Do you have a technology issue? Learn quick fixes for connecting to the internet, powering your computer and hearing sound.

    We know technology sometimes has a mind of its own, so we have established a technical support center for CCA learners and their families to call when they experience issues with their computers or access to our learning management system.

    Our Pennsylvania-based support team answers an average of 60 calls a day and can typically solve a caller’s problem in five to 10 minutes. The staff works diligently to meet the needs of our CCA families to ensure their equipment is working properly — and it doesn’t matter where in the state our learners live. Our tech staff can diagnose computer problems regardless of your location.

    As you can imagine, based on the average time it takes to resolve a caller’s issue, some problems are not complicated. Sometimes a perceived major technological issue actually has a quick, simple solution that you can apply on your own.

    We’ve provided the top three common technology issues our support staff fixes and their quick solutions. These solutions, however, might not fully resolve your issue. If you’re still experiencing any of these problems, please call our tech support center for assistance.

    Table of contents:

    Problem: I can’t connect to the internet

    Solution: Check the Wi-Fi button

    The internet is crucial for performing many everyday tasks for CCA learners such as attending a virtual lesson or completing course work.

    A quick solution to resolving an internet connectivity issue is as simple as checking the computer’s Wi-Fi button. It’s easy to accidentally press the key and turn off your Wi-Fi.

    Check the Wi-Fi key. If the light is white, it is on. If it’s orange, it is off. If that isn’t the problem, you might have to contact the support team to resolve it. At times, you might need to contact your internet service provider.

    Video tutorial:


    Problem: My computer isn’t turning on

    Solution: Conduct a power flush

    CCA learners rely on their computers for many tasks, from completing course work to accessing their virtual learning sessions with their teachers and peers. If your learner’s computer is not turning on, you should not panic. Performing a power flush cycle is one solution that could resolve the issue. A power flush, also known as a power cycle, clears your computer of all its power.

    To conduct a power flush, follow these simple steps:

    Turn off your computer.

    1. Remove the power cord, then the laptop battery
    2. Press and hold the power button for 15 to 30 seconds
    3. Return the battery first and then the power cord
    4. Turn on your computer
    5. If the computer still does not turn on, call the tech center for assistance

    Video tutorial:


    Problem: I can’t hear sound

    Solution: Check the sound button

    This problem could be the result of a technological issue, but it often can be resolved similarly to the internet connectivity issue. Just like the Wi-Fi button, computers are equipped with a sound key. If the sound key is lit by a white light, it’s turned on. An orange light indicates the sound is muted.

    Video tutorial:


    What happens if I forget my password?

    Password resets are a common issue our tech support team fixes. Unfortunately, there’s no quick solution for this problem. You must call the tech center to have your password reset.

    A support member will reset your password and provide you with a temporary one. Write down your new password and keep it in a safe place so you can access it later.

    If you have tried these quick fixes and they haven’t worked, our support center is stacked with technicians who are ready to answer your questions and walk you through the steps to finding a solution.

    Troubleshooting Adobe Connect:


    For more information or to help solve a technical problem, call our technical support team at 833-204-2221. Our tech staff is available 8 a.m. to 7 p.m. Monday through Thursday and 8 a.m. to 5 p.m. Friday.

    CCA technical support CTA


    Commonwealth Charter Academy


    January 4th, 2017



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