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Frequently Asked Questions/Answers (Work in progress!)

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Don’t forget you can always email helpdesk@aobajapan.jp if you can’t find the question/answer you are looking for!

JIRA/Atlassian/Confluence/Help Desk Tickets

  1. What is JIRA/Atlassian?

    1. JIRA/Atlassian is our support request management system. Most people refer to it as “The Help Desk”.

  2. How does it work?

    1. All employees of AOBA have JIRA/Atlassian accounts created for them during the onboarding process. With your AOBA account you can log in to our Help Desk Portal and submit tickets for any ICT related issues you may be having.

  3. How do I submit a helpdesk ticket?

    1. To submit a helpdesk ticket, go to our Help Desk portal. From there you can select the ticket type most relevant to your issue and then just fill out the fields. The more information you can provide the better.

  4. How do view my tickets?

    1. You can view your tickets by navigating to the Help Desk Portal and clicking on the “Requests” button next to the magnifying glass in the top right corner. Please note you will only be able to see your tickets if you are logged in.

  5. How do I talk to ICT during the ticket process if they ask me a question?

    1. If ICT needs to follow up with you during the ticket process, you will receive an email to your aobajapan inbox containing our message. You can simply reply to this email to get back in touch with ICT.

  6. How do I know which tickets are for what?

    1. At the moment there are 3 IT Support related ticket types: Request Assistance, Report a Problem, and Request System Access. You can use any of these when trying to get in touch with The Help Desk.

    2. We also have a ticket form for Student Support and Parent Support if you are submitting the request on a student or parents behalf.

  7. What's the difference between request assistance, request system access and reporting a problem?

    1. Request assistance is designed to be as minimal as possible while still using our Help Desk Ticket system.

    2. Request System Access is designed for when you know what you need access to and that the application has already been approved for use within AOBA.

    3. Report a Problem is designed for well reporting a problem or issue such as connectivity problems, broken devices, login errors etc.

  8. What is Confluence/AOBA Knowledge Base?

    1. You are currently viewing a Confluence page on the AOBA Knowledge Base. Confluence is an information repository connected to JIRA/The Help Desk. You can think of it like an AOBA ICT wiki page. You can find the overview page located here: Aoba Knowledge Base .

BenQ Interactive Flat Panels (IFP)

  1. How do I use the BenQ’s? What are there capabilities?

    1. Please see BenQ Interactive Displays and its child pages for more information or ask a member of ICT for a training session.

  2. How do I share my screen on a BenQ IFP?

    1. You can share your screen wirelessly via the InstaShare App on your computer.

      1. Open the Instashare Application and make sure you are connected to the Student network (the same network as the BenQ’s).

      2. Find your room’s BenQ and click the “Connect” button. Then click the Start Casting button.

      3. A prompt will display on the BenQ asking you to Allow or Deny the connection. Hit Allow on the BenQ.

      4. You should now be screen sharing via the Instashare app.

      5. When you are done sharing, go to the Instashare application and hit Stop Casting then Disconnect. This will free up the BenQ to be used by others.

    2. You can use the already-available cables to connect to the screen. By connecting both HDMI and USB cables via your adapter, you can also have access to the ‘Touch’ functionality to interact with your computer from the screen. See Connecting by Cable to use Video/Touch with the BenQ

  3. Why isn’t sound coming out of the BenQ?

    1. First try the obvious, sound on the video you are playing, sound on your MacBook, sound on the BenQ. Next check your sound output from your MacBook. Still no good? Reset the BenQ by holding down the power button until it prompts for a hard shutdown, shutdown. Wait a bit, and turn it back on. This should remedy the problem. Still no luck? Contact ICT.

  4. Why isn’t the BenQ in my room showing up in the list of devices?

    1. If the screen does not appear in the list, make sure that you are connected to the appropriate network. Alternatively, this is probably due to the BenQ not being connected to the network. From the home screen of the BenQ, please tap on ‘connection’ and then tap on ‘InstaShare’. This typically wakes up the network. Give it a try now with either Airplay or InstaShare. Still no luck? Contact ICT.

Papercut/Printing

  1. How do I print?

    1. First be sure you are on the A-JIS TEACHER network, you can not print on the student network!,

    2. Print as you normally would making sure that the “printer” selected is called aoba-print.

    3. Navigate to the Papercut home page and log in using your usual AOBA username (firstname.lastname) and password.

    4. Release/Print the print job from the Jobs Pending Release page located on the left side bar.

    5. For more information see this page.

  2. What is Papercut? Why do we use it? (edited)

    1. Papercut is a print service designed to help reduce AOBA’s ecological footprint and allows for easier transitioning between our multiple campuses. Rather than sifting through all of our printers to make sure to select the correct one, there is now just 1 to select called Aoba-print. This printer is used for all the campuses that use PaperCut.

Troubleshooting/Tech Support

  1. What should I do if a student needs Tech Support?

    1. Turn off/shutdown/power down the device for one minute. This will allow the device to refresh itself including its power usage, memory, and temporary storage.

    2. Turn the device back on/power on the device and see if the issue is still occurring.

    3. If it is please submit a ticket using our Help Desk system or send the student to ICT for assistance.

      1. Please tell the student to let ICT know if a ticket has already been created.

  2. Who do I go to with questions about Administration platforms? Education platforms?

  3. Who administers the PLT website?

  4. Who administers the Edtech website?

Wireless Networks/Wi-fi/Internet

  1. Why do we have 3 networks at the school?

    1. The Student Network is designed to allow student devices access to controlled internet while also maintaining the ability for their devices and the AOBA employee’s devices to connect to the BenQ IFPs.

    2. The Teacher Network is designed to allow employee devices access to the internet while also maintaining the ability to enable AOBA employee only features such as printing on the school’s network

    3. The Guest network is designed for guests or visitors to access the internet while at the AOBA campuses. Please note anyone using the guest network will need to read and agree to the terms and conditions of using the network every 24 hours.

  2. How can i add my personal device to the guest network?

    1. Please ask the campus receptionist or an ICT member for the guest network password or QR Code. You will need to read and agree to the terms and conditions of using AOBA’s guest network every 24 hours to continue using the guest network.

  3. My Student can’t connect to the student network what should they do?

    1. First please ask the student to make sure they have followed the instructions located at: https://sites.google.com/aobajapan.jp/edu-tech/byod-program/student-wifi-byod-enrolment?pli=1

    2. If the student has already installed the prerequisite profile and is still having trouble connecting their device to the Student network on campus, please submit a ticket or ask the student to visit ICT when convenient.

Applications/Software

  1. What is Jumpcloud?

    1. JumpCloud is an identity and access management (IAM) platform designed to help organizations manage user identities and access to various resources, including devices, applications, and networks. JumpCloud is used by AOBA to streamline user management, enforce security policies, and enhance the overall IT infrastructure's security and efficiency.

    2. Please see this page for more information.

  2. What is SnipeIT?

    1. SnipeIT is our current asset management system. We use it to assign and “check out” devices such as MacBooks/iPads/Projectors etc. so we have a record of who has what device. You will receive an email from Aoba-Japan International School Asset Management <service@snipe-it.io> when a device is assigned to you containing our EULA which you must agree to and e-sign.

  3. What is Instashare?

    1. Instashare is an application developed by BenQ (the provider of our Interactive Flat Panels [IFP]) that can be used to connect peripheral devices such as a MacBook or iPad to the IFP. Most people use this to digitally project their own screen onto the IFP to make content available for the whole classroom to see easily.

  4. Why don’t we have iCloud accounts?

    1. Primarily, the reason each employee at AOBA is not allowed to create/use an iCloud account on our devices is because of the way devices are tied to an iCloud account. By linking an iCloud account and Apple device, it makes it much more difficult to reassign the device to a different employee the following year.

  5. How can I get new/different Apps on my MacBook? iPad? Can I pay for them myself if I want to?

    1. First of all please check the Digital Resource Explorer to see if the App is listed already within our current resources.

      1. If it is an application that the school provides or supports, please feel free to submit a Request for Access ticket via the Help Desk Portal or email helpdesk@aobajapan.jp.

      2. If it is not, kindly fill out the request form so the ICT team can begin investigating the applications compatibility within our school. We will get back to you with any questions or instructions for accessing the application after it has been reviewed.

    2. We do not currently allow employees to purchase their own applications or transfer applications/licenses from personal devices to AOBA-managed devices.

  6. What are AOBA Portal/Kognity/Pamoja/Follet Destiny/Seesaw/BridgeU/Khan Academy etc.?

    1. The AOBA Faculty Portal Components are summarized here.

    2. Kognity is an online teaching and learning platform for secondary Science students with interactive content for ID BP, and Cambridge IGCSE. https://kognity.com/ However, is not a site that ICT manages so please contact the person in charge, senior school DP Coordinator.

    3. Pamoja is (w/ ManageBac)

    4. Follet Destiny is

    5. Seesaw is a Learning Management System used in grades K-3.

    6. BridgeU is

    7. Khan Academy is

    8. Canvas LMS is a Learning Management System used in grades 4-12.

    9. Aoba Global Campus (AGC) is Aoba’s online platform for professional development, online classes, and more.

  7. What Password Management software/applications/extensions do you recommend?

    1. Keeper/Dashlane/Sticky Password/LastPass Google Password Manager?

Hardware/Device/Data Storage

  1. What equipment am I eligible to receive when I start employment at Aoba?

    1. Please see our Hardware Standard Policy for details

  2. What should I do if my device isn’t working? is broken? is lost? is damaged?

    1. Contact the ICT department as soon as possible and we will initiate the process of resolving the issue.

  3. What do I do if a lose/forget my charger/adapter/device?

    1. Contact the ICT department as soon as possible and we will initiate the process of resolving the issue.

  4. What should I do to store my data?

    1. Our policy is that teachers should continuously back up all critical data to Google Drive, which is the one and only storage and backup solution provided to teachers by the school.

      1. Office staff have access to Synology fileserver.

      2. Laptop hard drives/internal storage are not a storage solution, they are only useful for temporary “working data” ie. files you are currently working on but will soon upload to Google Drive (if worthy of backing up)

  5. How do I back up my data to Google Drive?

    1. See https://aobaict.atlassian.net/wiki/x/O4Dqo for more information on backing up data to Google Drive.

  6. What ICT tools does the school offer besides MacBooks and iPads?

    1. Depending on the campus: Cameras, Projectors, Virtual Reality Headsets, Microphones and various peripherals may be available. If you are interested please contact the ICT department.

  7. BYOD: What should we do if our students forget their device? Can students borrow devices? Can we borrow devices?

    1. Students are not allowed to borrow iPads or Macbooks from the school primarily due to supply concerns. If your student forgets their device they will have to work together with other students or in a different manner.

    2. AOBA employees may borrow iPads or Macbooks for their own use provided there are spare devices available to use on the given day. Our supply is generally kept to an absolute minimum to reduce purchasing/operating costs for other projects so it is in everyone’s best interest to use your assigned devices/peripherals whenever possible.

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