Many common problems reported to the Help Desk can be fixed without calling the Help Desk. Below we have provided common questions that are posed to our technical support analysts on a regular basis. If you click on any one of the questions, you will be linked to the answer to that question.
There are a number of reasons why you might not be able to establish a mainframe session and there are many steps you can take to troubleshoot this problem without the assistance of the Help Desk. Any one of the steps below, or combination of the steps below, may resolve this problem.
Check the Gateway to make sure that it is on and is it able to establish a session. Please remember that the Gateway controls the ATS connection for all of the computers at your site.
If the computer has Windows 95 or 98 installed, verify that the session has not been minimized by clicking on the session button located next to the Start button at the bottom left of the screen. Also, make sure that you have only one mainframe session open, excluding the printer session.
At the top menu bar in your session, find the “communication” menu item and click on it. The first item on this drop-down menu will either be “Connect” or “Disconnect.” If you see "Connect," click once on this item and your session should be re-established. If you see "Disconnect," click once on this item until it reads "Connect." Then click on "Connect" and your session should be re-established.
If the computer is a DOS machine, verify that the session is active by holding down the "Alt" button while simultaneously pressing the "Esc" button. If the session is not active you will see an error code on your screen. Write this error code down and call the Help Desk for further assistance.
If the problem persists, call the Help Desk for further assistance. Back to Top
Localize the problem. Is the printer on and reading “Ready” on the printer display? If not, turn the printer on and if necessary perform a power check. Is the Gateway on and is it able to establish a session? If not, please note any error message and call the Help Desk for further assistance. If the Gateway is working properly and the printer reads “Ready, ” establish a session at your station and access OMS. Find the last rosters in the school’s queue and release the rosters. Refresh your screen every few seconds. The “RemnCpy/Stat” column should read “Next…” and then change to “Active” after a few minutes. If it instead reads “Restart,” you should reboot both the computer and the printer. Turn the printer back on, then restart the computer. Sometimes rebooting can resolve certain computer problems. Again, release the rosters to print in OMS. The rosters should print now. However, if the problem persists, please call the Help Desk for further assistance. Back to Top
Where can I find the R0#?
The R0#, or the Logical Unit number, can be found by typing ATS at the NYC Public Schools screen and then pressing the Red Enter key.At the top right corner of this screen, the ATS Sign On screen, you will find the R0#.Please keep thisnumber available whenever calling the Help Desk.Back to Top
Localize the problem. Is your station the only one with this problem? If it is, turn your printer off and shut down the computer. On the floor or the wall behind the computer there is a token ring box that is about 2”x4” and a grayish color with a cable plugged into it. This is the token ring cable. Remove it for a few seconds and then reseat the cable. Turn the printer back on, then restart the computer. Sometimes rebooting can resolve certain computer problems. Please check to see if all cables are secure. If the school has a control unit, please also verify that it has no error messages. If you still have a 680 or 688 error message on your screen after following the troubleshooting steps above, please call the Help Desk for further assistance. Back to Top
If you are using the Windows 95 or 98 operating system and the word "Safe Mode" appears in each corner, you should shut down and reboot your computer. From the Windows “Start” menu, select on “Shut Down” and then click “Shut Down” again. This is the proper way to shut down your computer. After waiting approximately one minute, turn your computer back on, and your screen should look normal. If the problem persists, please call the Help Desk for further assistance. Back to Top
There is a small cable behind tray #2 on the printer. Check that the cable is secure on both ends. Pull the cable out and reseat it. Reboot the printer. If cannot print from tray #2 after rebooting the printer, call the Help Desk for further assistance. Back to Top
First turn off your computer. Trace the keyboard cable into the back of the computer. Remove the cable and reseat it. Make sure the cable is in the keyboard port and not the mouse port. Turn your computer back on. If you continue to receive this message, swap the keyboard with one that is working and reboot. Your computer should boot up fine now. If a keyboard needs servicing, call the Help Desk to report the problem. Back to Top
Try pressing the F1 key. This may enable the computer to continue the boot up process. If the boot up process does not resume, please call the Help Desk for further assistance. Back to Top
Sometimes while working in an application on a Windows computer, you may get this error message:“ You have performed an illegal operation.” If this happens to you:
Follow the prompt and close the error message window.
Restart the application you were working in when you received the message.
If you continue to get the error message, please call the Help Desk for further assistance. Back to Top
Please Use Automate The Schools (ATS) Online Request Forms instead. Information below no longer valid.
To use Tao Forms you need access to the DOS version of Tao and a Tao Mail account. Click on any subject below to learn how to request changes to student records.
Changing a Student Date of Admission Changing a Student Date of Discharge Adding a Grade Code for a Student Canceling a Duplicate Student ID Changing a Student Attendance Date
Changing a Student Date of Admission
Changing a Student Date of Discharge
Adding a Grade Code for a Student
Canceling a Duplicate Student ID
Changing a Student Attendance Date
If you choose to have the Help Desk process your change request, make sure you have all the pertinent information (i.e., student ID, applicable dates, grade codes) on hand when you call. Back to Top
If your printer is connected to DOS administrative computers, try the following troubleshooting steps:
At the workstation connected to the printer, press ALT + ESC.
Press CTRL + BREAK/PAUSE.
This should bring you to a DOS prompt. The DOS prompt is a blank screen with a C:\ at the top left portion of the screen.
At this DOS prompt type SETPRINT and press Black Enter.
When you see the question “Is there a printer connected to this PC?” on your screen, type Y at prompt and press Black Enter.
Confirm the "1 file copied" message.
Press ALT + ESC.
Turn the printer off for about 10 seconds, then turn it back on and try to reprint the document.
If your printer is connected to a Windows machine or you are still having problems, call the Help Desk for assistance. Make sure you have the printer serial number as well as the model number handy before you call. Your printer may need on-site service and we need this information before we can dispatch a service technician. Back to Top
There are many reasons why the page orientation on your printer might have changed. Luckily, fixing the problem is relatively simple. For instructions, choose your printer model from the links below.
If your printer is not on the list or the instructions do not solve the problem, call the Help Desk for further assistance. Make sure you have the printer model and serial number handy when you call because your printer may need on-site service and we need that information before we can dispatch a service technician.
Correcting Page Orientation on the Lexmark Optra Model 4029 Lexmark Optra R and R+ 4039 or 4049 Lexmark Optra S 4059 or 1650
Correcting Page Orientation on the
Lexmark Optra Model 4029
Lexmark Optra R and R+ 4039 or 4049
Lexmark Optra S 4059 or 1650
Back to Top