Library Loaner Laptop Program

I logged in, but the screen has been stuck on "Preparing Windows" for 10 minutes. What should I do?

While it is normal for new users to be on this screen for a few minutes, if the laptop still hasn't loaded after 10 minutes, the laptop needs a hard reset. Press the power button for 10 seconds, and then release. The screen should go black immediately. Press the power button once more and try to log-in. If the laptop gets stuck again, please bring this to your campus' IT department, or the Newtown Library. It will need to be assessed by IT.

I tried logging in, but it says I'm not connected to the domain. What should I do?

Domain error usually pops up if the laptop isn't connected to internet. Make sure your laptop is connected to WiFi. If it is connected to WiFi, try restarting the laptop. You can restart this by pressing the power symbol in the bottom right hand corner and selecting "Restart". If the laptop still comes up with a domain error, please bring this to your campus' IT department, or the Newtown Library. It will need to be assessed by IT.

I tried logging in, but it says my username or password is incorrect. What should I do?

The laptops should allow you to log-in with your full email, or just your username. For example, jdoe0001@kctcs.edu should work for the username as well as jdoe0001. Try the opposite way if you think it's a username error. You can always double-check your password with the little eyeball in the password field. This appears at the end of the password box. If you click it, it will reveal your password. 

If your username and password are correct, we recommend restarting it and trying once more before completing the next step.

If your username and password are correct, and you've restarted the laptop but it's still not working, you can either contact IT to double-check your info with them, or you can reset your password here at the KCTCS User Account Center.

I'm logged in, and I have WiFi, but I can't seem to get certain websites to work.

We recommend submitting a ticket through the IT Help Desk, which is on the desktop screen of your computer.

Our IT department will connect with you shortly after submitting in order to troubleshoot the issue. If you are at home, please make sure you're connected to WiFi and be available for a phone call! IT will need to coordinate with you to get connected to your device.

I tried to open the lockdown browser, Respondus, but it is asking for an administrator log in.

We first recommend restarting the laptop. However if it is still asking for an administrator log in, you will need to bring the device to the IT help desk, or submit a ticket. It is likely that it needs to be manually updated.

I'm clicking Microsoft Word, but it's not opening.

We first recommend restarting the laptop. However if it is still not working, we recommend contacting our IT department through the Help Desk icon on your desktop. If any software (Microsoft Word, Excel, Adobe Reader, Respondus) isn't working, please contact IT.

My laptop won't turn on! HELP!

STEP 1: Please connect your laptop to its charger. If the LED light next to the charger input doesn't come on within 30 seconds, try another outlet. If it still is not turning on, please come in to the Newtown library / your closest campus. We will inspect the device and, if we have available devices, will place you with a temporary device while the laptop is being repaired.

STEP 2: If the LED light does come on, let the device sit for around ~10 minutes to let it power up. Often, the laptop is dead and needs to charge. Our laptops take around 2-3 hours to charge up to full. On some models, the battery loses charge quickly. After 10 minutes, please power on the laptop.

STEP 2.1: If the keyboard lights up, but the screen doesn't show anything after around 2 minutes, please bring this device to the Newtown library / your closest campus. We will need to inspect the device.

STEP 2.2: If the laptop powers on, but won't bring up the log in screen, press the power button for 10 seconds and release to shut down the laptop. This is a hard power down. Try powering on once more. If the issue is not resolved, please bring to the Newtown library / your closest campus.

STEP 2.3: SPECIAL STEP If the k-barcode on your laptop is k140### this model gets "locked" sometimes. Once the laptop is connected to the charger for ~10 minutes, you will power on the laptop by pressing the power button for 10 seconds. This should unlock the laptop and it should turn back on. But if not, please bring it to the Newtown library / your closest campus.

OH NO! A keyboard key popped off / the left hinge on my laptop has come apart and my screen is coming off / my laptop screen is damaged!!!

Worry not! Please bring in your device immediately to the Newtown library or your closest BCTC campus. If we have a temporary device for you, we will place you with one while the damaged one is being repaired. If not, we will coordinate with IT to ensure that as soon as the device is repaired that you are notified. Please do not wait to bring in a device with physical damages. More damages can occur if you wait, and this could potentially result in longer wait time for repair and be considered a breach of the use and liability policy. This would result in being charged for the cost of repair.