Self-serve support
Knowledge Base
Our knowledge base is continuously updated to provide you with additional support. Whether its knowing how to connect an interactive board, or how to record a new voicemail on your handset, our super team of experts have collated easy to follow steps to guide you!
Every article below is written and maintained by the same UK-wide team that answers your tickets. If a guide doesn’t get you there, log a ticket or call us — a real engineer picks it up. Printable guides live in our Resources hub.
Connectivity & remote access
Getting online and staying online — remote access, broadband checks and proxy settings.
AIT VPN Guide
This article details how to connect remotely to the network whilst at home or at another site. Please ensure you follow each of the steps listed. If…
Testing your broadband speed
Broadband speeds can vary considerably from site to site. A simple broadband speed test can be performed at https://www.speedtest.net This will…
Proxy Settings
A proxy server acts as a gateway between you and the internet . It's an intermediary server separating end users from the websites they browse. Proxy…
Turning the Proxy on/off
Sometimes, to access a website the Proxy setting must be toggled. Doing this is very simple, first open Windows settings by pressing the windows key…
Accounts & sign-in security
Keeping accounts safe — two-factor authentication, compromised accounts and reporting suspicious messages.
Microsoft Authenticator App
2FA ensures more robust security measures for protecting your account from cyber attacks and unauthorised access. This article details how to set up…
Handling your compromised account
This article provides guidance to staff, students and users if an unauthorised person has gained access to your account. When someone that is not you…
How to Report Spam and Phishing Messages
Sometimes you will receive spam or phishing emails. It is important that you follow these steps when reporting them. Immediately forward the message…
Email & browsers
Everyday Outlook and browser tasks — mailboxes, calendars, bookmarks, notifications and defaults.
Reducing Mailbox Size (Outlook 2019)
There are several ways of doing this, first and foremost is emptying your deleted items folder. To do this right click on the folder and select Empty…
Accessing a Shared Microsoft Outlook Calendar (Outlook 2019)
Please note that you will need to be given access to the calendar before actioning the below. You will need to contact the calendar owner who will be…
Changing Spell Check Language in Browsers
Please follow the appropriate steps below depending on what browser you are using. Click the 3 dots in the top right corner of the screen Select…
Turn Off Chrome Notifications
You can disable notifications by doing the following: Open Chrome Click on the 3 dots in the top right Select Settings Select Privacy and security >…
Exporting Bookmarks from Chrome
Open Chrome browser. Click the three-bar settings icon in the top right of Chrome. Hover over "Bookmarks" and select "Bookmarks Manager" - Click…
Change Default Browser
To change the default browser in Windows 10, go to Start > Settings > Apps > Default Apps . Then click your default web browser and select a new…
Devices, printing & Sign In App
Identifying your device, fixing fiddly printers, PaperCut cards and the visitor sign-in system.
Accessing your Device Name
Accessing your device name can help our technicians support you more efficiently and carry out any actions remotely. From a login screen type .\ in…
Printing - Basic Troubleshooting
Printers can be fiddly! The instructions below can resolve many issues, without the need for our support. Of course, if you still have problems, our…
PaperCut - Associating an ID Card with a Printer
Swipe ID the card on the printer panel Type in the user's network username and password when prompted They will now be able to use their card to…
How to connect your Sign-in App Printer
This guide is for sites who have the sign-in system installed onsite. Sign In App supports the following Brother label printers: QL-710W (Wi-Fi only)…
Sign In App - Evacuation
From Sign In App Companion, tap the evacuation icon at the bottom, make sure the correct Site is selected and tap Start an evacuation . A timer will…
Classroom screens & AV
Interactive boards and screen sharing — SMART, Promethean, BenQ and AirServer, step by step.
How to connect to AirServer Connect2
Turn on by pressing the 'Power' button To start the configuration, follow the on-screen instructions. If the AirServer Connect2 is connected to a…
BenQ Interactive Board User Guides
Get the most from your Classroom BenQ Board and help make your lessons more interactive and immersive for students. BenQ produce clear, informative…
How to connect your laptop to a SMART Board
Some classrooms or meeting rooms may have a SMART board in them. A SMART Board is a great interactive tool that allows you to create large-scale…
How to connect your laptop to a Promethean Board
Connect the HDMI and USB cables from the front of the Promethean ActivPanel into your laptop. Press the Source button on the front of the ActivPanel…
Telephony
Handsets and softphones — user guides for the phones on desks across our schools.
Yealink T53 User Guide
This guide is relevant for AIT installed handsets only and if we manage your VoIP Telephony System. The below guide covers: Basic call handling…
AIT SoftPhone Guide
This guide is relevant for AIT installed systems only and if we manage your VoIP Telephony System. The below guide covers: Conference Calling Active…
Cisco SPA504G Guide
This guide is relevant for AIT installed handsets only and if we manage your VoIP Telephony System. The below guide covers: Basic call handling…
Helpdesk & this knowledge base
How to get help when a guide isn't enough — and how this knowledge base works.
Submitting a Helpdesk Ticket
You can submit a helpdesk ticket in a number of ways; telephone, email or via our helpdesk portal You can log a support ticket by emailing…
About AIT Knowledge Base
Our AIT Knowledge Base is here to help you find solutions to some of our most popular queries; it is not intended to replace the support we provide…
Prefer a printable step-by-step? Our downloadable guides live in the Resources hub, alongside everything else the helpdesk has written down.
Can't find the answer?
Self-serve is a shortcut, never a barrier. Log a ticket and a real engineer picks it up — triaged against our published Ticket Priorities — or call us and talk it through.