Overview
When AV issues interrupt your class and troubleshooting doesn’t resolve the problem, the AV Helpdesk is here to assist. Whether you need live troubleshooting or an on-site technician, follow these steps to get quick support and minimize disruption.
Steps to Contact the AV Helpdesk
Step 1: Submit a Support Request
- Use the QR code displayed on the projector’s splash screen or the Teaching Station sticker to submit an online support ticket.
- Website: av.as.cornell.edu.
- Include key details in your ticket:
- Building name and room number.
- A brief description of the issue (e.g., “No image on projector,” “No sound through speakers”).
- Steps you’ve already taken to troubleshoot.
- The urgency of the issue (e.g., “Class is currently in progress”).
- Tickets are closely monitored during support hours (weekdays, 8:00 a.m.–4:30 p.m.) and receive prompt attention. After hours, tickets are among the first items reviewed each weekday morning.
Step 2: Call for Live Troubleshooting
- For immediate assistance with basic troubleshooting:
- Phone: (607) 882-1646.
- During support hours, calling allows helpdesk staff to provide live troubleshooting steps. Many issues can be resolved over the phone within 1–2 minutes, avoiding the need for an on-site technician.
- If the issue persists, helpdesk staff will create a ticket and dispatch a technician—typically within 10–15 minutes of your call.
Step 3: Email as an Alternative
- If you’re unable to submit a ticket or make a phone call, send an email to:
- Email: as-avhelp@cornell.edu.
- Provide the same key details as you would in a ticket submission (building, room number, issue description, etc.).
- Emails are converted into helpdesk tickets and reviewed during normal business hours.
Best Practices for Requesting Support
Provide Clear and Accurate Information
- Include the building name and room number so the helpdesk knows exactly which classroom you’re using.
- Note any visible error messages or splash screens on the projector.
- Specify the device and connections you’re using (USB-C, HDMI, dock/adapter, etc.).
- Explain the steps you’ve already tried to troubleshoot the issue (e.g., “I reseated cables and checked display settings”).
Contact the Helpdesk as Soon as Possible
- Don’t wait to reach out! The sooner you contact the helpdesk, the faster we can provide troubleshooting guidance or dispatch a technician.
What To Do if the Problem Persists
If troubleshooting doesn’t resolve the issue, contact the AV Helpdesk immediately.
Fastest Option: Submit a request online via the QR code on the projector splash screen or at av.as.cornell.edu.
Phone: Call (607) 882-1646 for live troubleshooting assistance.
Email: Send a message to as-avhelp@cornell.edu.
Support Hours: Weekdays, 8:00 a.m.–4:30 p.m.
Technicians can often begin remote troubleshooting right away and dispatch a tech to your classroom within approximately 10–15 minutes.