Support Request Form
The best option for everyone. Fill in the form below and a ticket is created automatically.
The best option for everyone. Fill in the form below and a ticket is created automatically.
If you can't access or complete the form, email us instead and we'll raise the ticket for you.
The IT Hub is **in the Library**. Best for damaged devices or anything hands-on. Students can come: - Before school, **8:00–8:30 am** - During **Pastoral Class** - At **Recess** and **Lunch** Please don't leave class to visit outside these times.
We're here to help
IT Support
Something not working? Here's how to reach the IT team, what to tell us, and how long it should take.
The fastest way to get help is to submit a support request. This creates a ticket, puts your issue in the queue, and makes sure it isn't lost in someone's inbox.
The best option for everyone. Fill in the form below and a ticket is created automatically.
If you can't access or complete the form, email us instead and we'll raise the ticket for you.
The IT Hub is in the Library. Best for damaged devices or anything hands-on. Students can come:
Please don't leave class to visit outside these times.
Please don't phone for IT support
Especially at the start of a school year. Phone calls interrupt the person working through the queue, which slows things down for everyone including the caller. The form is faster. For urgent non-IT matters, the College Office is on (02) 4645 3400.
A surprising number of issues clear up with these three steps, worth two minutes before logging a request.
If an app is missing or misbehaving, open CEDoW Self Service from the Applications folder and reinstall it from there.Also worth checking the troubleshooting answers on Getting My Laptop Ready. They cover the most common enrolment, sign-in and Zscaler problems.
The more of this you include, the faster we can help, and the less likely we are to come back asking questions.
| Tell us | Why it helps |
|---|---|
| Student name and year group | Lets us find the right account and the right device settings |
| What you were trying to do | Often points straight at the cause |
| What actually happened | "It doesn't work" and "it shows an error at sign-in" lead to very different first steps |
| The exact error message | A photo of the screen is perfect. Error wording is often the single most useful detail |
| When it started | Helps us connect it to an update, a repair, or a change at our end |
| What you've already tried | Saves us suggesting something you've done twice already |
Once your request is submitted, a ticket is created and a member of the IT team reviews it. Please allow up to 2 business days for a response.
Requests are prioritised by impact: a student unable to access any of their learning comes before a cosmetic issue. If something becomes urgent, reply to your existing ticket rather than submitting a new one; duplicates slow the queue down.
At the start of a school year
Term 1 is our busiest period by a long way, with new devices being enrolled across Year 5, Year 7 and new enrolments all at once. We'll get to everyone. We ask for your patience and understanding during these weeks, and that you use the form rather than phoning. It's how we make sure every family is helped fairly and in turn.
Students, families and staff can all use this form. You don't need to be signed in to a College account to submit it.
It asks for the student's name and their @dowstu.catholic.edu.au email address, which device it concerns, and a description of the problem. There's also a field for an alternative contact email if reaching the student by email won't work, which is useful for parents and carers.
Here the @dowstu address is correct, because it's where we'll reply. That's different from Jamf enrolment, which uses the @dow form of the same username. Confusing, but both are right in their own place.
Please note that issues with home networking, or with equipment other than the school laptop, can only be given limited support.
Loading the support request form…
Form not loading? Open it in a new tab: St Francis IT Support Form, or email sfcchelp@dow.catholic.edu.au.
Not every question is an IT question. These usually get a faster answer elsewhere:
Please don't phone for IT support
Especially at the start of a school year. Phone calls interrupt the person working through the queue, which slows things down for everyone including the caller. The form is faster. For urgent non-IT matters, the College Office is on (02) 4645 3400.
A surprising number of issues clear up with these three steps, worth two minutes before logging a request.
If an app is missing or misbehaving, open CEDoW Self Service from the Applications folder and reinstall it from there.Also worth checking the troubleshooting answers on Getting My Laptop Ready. They cover the most common enrolment, sign-in and Zscaler problems.
The more of this you include, the faster we can help, and the less likely we are to come back asking questions.
| Tell us | Why it helps |
|---|---|
| Student name and year group | Lets us find the right account and the right device settings |
| What you were trying to do | Often points straight at the cause |
| What actually happened | "It doesn't work" and "it shows an error at sign-in" lead to very different first steps |
| The exact error message | A photo of the screen is perfect. Error wording is often the single most useful detail |
| When it started | Helps us connect it to an update, a repair, or a change at our end |
| What you've already tried | Saves us suggesting something you've done twice already |
Once your request is submitted, a ticket is created and a member of the IT team reviews it. Please allow up to 2 business days for a response.
Requests are prioritised by impact: a student unable to access any of their learning comes before a cosmetic issue. If something becomes urgent, reply to your existing ticket rather than submitting a new one; duplicates slow the queue down.
At the start of a school year
Term 1 is our busiest period by a long way, with new devices being enrolled across Year 5, Year 7 and new enrolments all at once. We'll get to everyone. We ask for your patience and understanding during these weeks, and that you use the form rather than phoning. It's how we make sure every family is helped fairly and in turn.
Students, families and staff can all use this form. You don't need to be signed in to a College account to submit it.
It asks for the student's name and their @dowstu.catholic.edu.au email address, which device it concerns, and a description of the problem. There's also a field for an alternative contact email if reaching the student by email won't work, which is useful for parents and carers.
Here the @dowstu address is correct, because it's where we'll reply. That's different from Jamf enrolment, which uses the @dow form of the same username. Confusing, but both are right in their own place.
Please note that issues with home networking, or with equipment other than the school laptop, can only be given limited support.
Loading the support request form…
Form not loading? Open it in a new tab: St Francis IT Support Form, or email sfcchelp@dow.catholic.edu.au.
Not every question is an IT question. These usually get a faster answer elsewhere:
