CCC Help Desk Toolkit

Device Setup Checklists

When a new device arrives or stops connecting to district systems, work through the appropriate checklist. Click each item Pass ✓ or Fail ✗ as you go, then hit Generate Report for a ready-to-send summary.

Step 1 — Check the Mac itself

District app store ("Self Service") is installed

Look in the Applications folder. If it's not there, the Mac was never set up for district use.

ls /Applications | grep 'Self Service'

District management profile shows up in System Settings

System Settings → Privacy & Security → Profiles. If no district profile is listed, this Mac isn't connected to district management.

Management software is installed on the Mac

The district uses Jamf to manage Macs. If it's missing, the device was never enrolled — or was wiped and needs to be set up again.

which jamf

This Mac is registered to the district in Apple's system

Every district Mac must be registered in Apple School Manager. Check that this device's serial number is assigned to Foothill-De Anza.

system_profiler SPHardwareDataType | grep Serial

Step 2 — Check that it can reach district servers

Mac can communicate with district servers

The Mac needs to "check in" with the district's management server. If it can't reach it, software and settings won't deploy.

ping -c 3 [your-jamf-server]

Network is allowing secure connections (port 443)

Management traffic uses HTTPS. If this is blocked — by a firewall or guest network — the setup process will silently stall with no error message.

nc -zv [jamf-server] 443

Mac can reach Apple's enrollment servers

Apple has its own servers that handle device registration. The Mac must be able to reach them during setup, especially on a new network.

curl -I https://albert.apple.com

Step 3 — If something failed above, try these fixes

Tried re-connecting the Mac to district management

If the management software is installed but the profile dropped off, a manual re-enrollment command often fixes it without a full reset.

sudo jamf enroll

Confirmed the Mac is assigned to the district in Apple's portal

Before a full reset will work, Apple needs to know this Mac belongs to the district. Check Apple School Manager and confirm it's assigned to Foothill-De Anza.

Shared network drives appear when the user logs in

After a successful setup, the user's shared drives should appear automatically. If they don't, there's a secondary issue with how the account is configured in the district's directory.

Progress: 0 of 10 items checked

Step 1 — Check the PC itself

Computer is joined to the district's network domain

Windows PCs must be "domain joined" to access district systems. Check: Settings → System → About → scroll to "Domain." It should show the district domain, not "Workgroup."

System → About → Domain (should not say "Workgroup")

User can log in with their district username and password

District accounts follow the format: username@fhda.edu (or the district domain). If this doesn't work, the account may not exist yet or the PC isn't domain-joined.

District management software is installed and running

The district uses management software to push software updates and settings. Check Control Panel → Programs for the management agent. If it's missing, software won't deploy automatically.

Control Panel → Programs → look for management agent

Required district software is installed (Microsoft 365, antivirus, etc.)

A properly set-up PC should have all baseline software already installed. Check that Microsoft 365, antivirus, and any department-specific apps are present.

Windows is fully up to date

Outdated Windows can cause software conflicts, security issues, and printer problems. Settings → Windows Update → Check for updates. Let it finish before handing off.

Settings → Windows Update → Check for updates

Step 2 — Check network and account access

PC can reach district servers and the internet

Open a browser and check that both district websites (MyPortal, Canvas) and external sites (Google) load. If district sites work but Google doesn't — or vice versa — note the difference.

Test: MyPortal login page + google.com

Shared network drives appear automatically when the user logs in

Mapped drives (H: drive, department shares, etc.) should appear in File Explorer without the user having to do anything. If they're missing, the Group Policy drive mapping may not have applied.

File Explorer → check for mapped drives (H:, S:, etc.)

District printers are available and print correctly

Printers should install automatically via Group Policy. Check Settings → Printers & scanners. If department printers are missing, the print policy may not have applied — try logging out and back in.

Settings → Printers & scanners → print a test page

Step 3 — Final checks before handoff

Email is set up and working in Outlook

Open Outlook and confirm the user's account is connected and receiving mail. If Outlook asks for a password repeatedly, the account credentials may need to be re-entered or the profile rebuilt.

User confirmed everything works and signed off on the setup

Walk the user through logging in, opening their email, accessing a shared drive, and printing. Get verbal or written confirmation before closing the ticket.

Progress: 0 of 10 items checked

What's Causing the Most Tickets?

Paste a list of recent support requests — one per line — and this tool automatically groups them by type, shows which problems are happening most, and flags where a single fix could eliminate dozens of tickets. This is how a help desk stops reacting and starts preventing.

Paste support requests here — one per line

Walk Me Through Fixing This

Pick the system a user is having trouble with, then answer yes/no questions about what you're seeing. The tool walks you to either a specific fix or tells you exactly what information to gather before escalating — so nothing falls through the cracks.