Technology Support Documentation

Athens Georgia Stake FamilySearch Center

Privacy

Terms of Use

The Shells and Shell Nuts

Support Contact Information

Local Technology Support

FamilySearch Center Leader, Operations and Equipment Support

Things to Check First

Internet Not Working

Can’t Print

Prints Are Faded or Have Lines

Computer Won’t Power On

Responsibilities

Equipment Photos

Inventory And Notes

Standard Operating Procedures

Privacy

FamilySearch Centers adhere to the same privacy standards as the FamilySearch website, which prioritizes the protection of personal information, particularly for living individuals.

Terms of Use

Use of the network implies that the user accepts the same terms of use as that presented upon login to the meetinghouse WiFi, even if devices do not prompt for explicit acceptance of the policy.

The Shells and Shell Nuts

These local policies apply to use of the FamilySearch Center facilities.  These rules may extend, but do not supersede the general Church policies.

  1. Thou shell nut install software on FamilySearch Center computers.  Ask technical support for any new software needs.
  2. Thou shell nut disable security software such as Microsoft Defender.
  3. Thou shell nut move any cables without direction from tech support.
  4. Thou shell nut visit any untoward websites
  5. Thou shell nut use the printer for purposes other than those of the FamilySearch Center
  6. Thou shell keep doors and windows locked when a specialist is not present
  7. Thou shell not allow patrons into the center without a specialist unless the director has given express permission.
  8. Thou shell consider logging out of all sites and deleting all downloads upon logging out of workstations
  9. Thou shell nut check “keep me signed in” checkboxes on websites, since these are shared computers.
  10. Thou shell nut send sticky photos through the Epson FastFoto scanner.

Support Contact Information

Before contacting support, please review the Things to Check First section.

Local Technology Support

For technology issues, particularly about the Athens Stake FamilySearch Center network, workstation hardware and cabling.

Please submit a support request ticket so that we can keep track of your needs.

FamilySearch Tech Support Lead: Brian Whigham - 706-621-5275

FamilySearch Center Coordinator: Donna Turlington - 706-201-7554 [email protected]

Telegram Chat Group allows a group of us to reply.  Anyone can join?

Athens Georgia Stake FamilySearch Tech Support Google Chat Space - Ask to be added

FamilySearch Center Leader, Operations and Equipment Support

For help with the Family Search website, computer stations 1 and 2, as well as the Lexmark printer

Website

1-866-406-1830

[email protected] 24x7

Check out the weekly Tech Talk on Wednesdays at 7PM Eastern for discussion!

Things to Check First

Here are some steps that support will probably ask when you first call.  So, answer these questions first.  For every issue,

Has anything changed?

When did this issue start

Internet Not Working

Can you get to the Google website?

Can other stations access the Internet?

Can your phone or other device access the Internet when connected to the Liahona WiFi network?

Have you rebooted?

Can’t Print

Is there paper in the printer?

Is the printer on?

Do you see the printer in your device list?

Prints Are Faded or Have Lines

Do we have another toner cartridge?

Computer Won’t Power On

Do the other ones work?

Is the monitor on and shows a power light?

Except for the stations that are not “All-In-One”, is the computer/CPU on and has a light on?

Responsibilities

Family History Specialists

  1. Enforce the Church Acceptable Use Policy for the network
  2. Enforce the FamilySearch Center rules
  3. Replace printer paper
  4. Replace printer toner cartridges
  5. Attempt to help troubleshoot technical issues before reaching out to local or Church support
  6. Delete files from the Downloads folders
  7. Order paper and toner supplies
  8. Alert support to any concerning issues, such as advertising or security pop-ups or alerts
  9. Notify local support specialists of any failed hardware or changes to cabling
  10. Work with local support for any new hardware needs
  11. Propose hardware upgrade or expansion or decommissioning needs
  12. Submit FIR requests for lighting or power outlet issues
  13. Notify the FamilySearch Coordinator immediately if any inventory is missing

Local Support Specialists

  1. Apply operating system updates monthly
  2. Verify Windows Defender is enabled monthly
  3. Verify hardware inventory
  4. Review technology purchase plans to ensure:
  1. Need (avoid unnecessary redundancy)
  2. Compatibility
  3. Best value is identified
  4. Supportability
  1. Review software change requests while considering
  1. Security
  2. Compatibility
  3. Cost and licensing limitations
  4. Supportability
  1. Yearly hardware deep clean
  2. Present
  3. Remove hardware, if requested
  4. Upgrade hardware, as approved and purchased
  5. Work with Stake Technology Specialists with network issues

Equipment Photos

Equipment Photo Album

Inventory And Notes

Standard Operating Procedures

Replacing Toner in the Lexmark MX632 Printer