Technical Support

Need Immediate Technical Support Assistance?

Call our Customer Support team at 866.463.6357

FAQ

How can I place an order for a mouse, keyboard and other replacement parts?

To order replacement parts, contact your local account executive or visit the Online Store.

Where can I get a copy of the Admin Guide?

Click on the link to download your ELS Admin Guide, AfterSchool Edge Admin Guide, or Student Learning Center Admin Guide. An electronic copy of the Admin Guide is included on your workstation and can be accessed from the Help menu of the Administrative Control Panel (CTRL+ALT+M).

What are the keyboard shortcuts for my All-In-One?

Exit a program: Alt+ F4 OR Ctrl+Shift+Esc
End a session: Ctrl+Alt+End
Enable/disable whiteboard functions: Ctrl+Alt+W
Switch between main monitor and external monitor: Ctrl+Alt+D
Grab a screenshot: Alt+G

Refer to last page of the Admin Guide or print a keyboard shortcuts card.

Are there gesturing features available on my AWE Learning Digital Learning Solution?

To prompt any of the below gesturing features, hold your finger down on the screen (on the All-in-One or Tablet) until a circle (All-in-One) or square (Tablet) appears, then begin drawing the gesture.
support_gestures

Note: The Show and Hide Keyboard gestures are only available on the AWE tablet solution.

Download Gestures

How do I upload my statistics to the AWE Learning Customer Portal?

If your AWE  Learning workstation is connected to the internet, the utilization statistics will automatically be uploaded to your AWE Learning Customer Portal account. We recommend that all workstations be connected in order to receive important updates & patches from AWE Learning, automatic date/time syncing and for statistics to be automatically uploaded to your account; please refer to the Administrator’s Guide for setup instructions.

If your workstations are not connected to the internet, you can manually export the statistics to a USB thumb drive and import them to your AWE Customer Portal account. To export the statistics to a USB thumb drive, insert the USB drive into one of the ports on the workstation (located on the side or on the back of the unit), and log into the Administrative Control Panel (CTRL+ALT+M). In the Administrative Settings tab click on, Click Here to Export Data, under Utilization Statistics. This will display the Enter Filename dialog box with an automatically generated filename (workstation serial number and date) or you can rename the file. Click the Submit button. Your statistics are now saved onto your USB thumb drive.

Upload your statistics to your AWE Learning Customer Portal account; log into your account with your username and password. Click on the System Management tab, and click Uploads/Upload Statistics. Browse your USB thumbdrive for the files exported from your workstation and select it. This will upload all utilization statistics to the portal, and you can view these by accessing Management Reports under the System Management tab.

Click here for a step by step pdf guide on how to export your statistics from your workstation and import them to the Customer Portal. 

How can I adjust the volume on my AWE Learning All-In-One?

Go to the System Tab in the Administrative Control Panel (CTRL+ALT+M). Select ‘Click Here to Enable Keyboard Control Volume’. This enables you to use the following keyboard controls to adjust the volume:

Increase volume: Alt + (“plus” key)
Decrease volume: Alt – (“minus” key)
Mute all sound: Alt + S

How can I set the date/time on my workstation?

If your system is not connected to the Internet, you will manually set the time/date. To manually set the time log into the Administrative Control Panel (ALT+CTRL+M). In the Administration tab, select “Click Here to Edit Time/Date”. A window will open that allows you to select your date, time, time zone, and the option of automatically adjusting the clock for daylight savings time (recommended). Click Save and Close to update the settings. Then click Submit to save settings in the control panel.

If networking is enabled, the date and time will be automatically set and updated via the internet. You will still need to set the time zone and daylight savings time by accessing the Time and Date Settings using the procedure from above. Click Save and Close to update the settings. Click Submit to close and save settings in the control panel.

See the “Administration Tab” section in your Admin Guide.

How can I set up the Auto wake and Auto Shutdown on my workstation?

You can find the Auto Wake and Auto Shutdown feature on the System Tab in the Administrative Control Panel (CTRL+ALT+M).

The Auto Wake option allows you to choose the frequency in which the system is automatically turned on. You can set the time of day, and whether the ELS should turn on only weekdays or both weekends and weekdays. Note: The Auto Wake option is ONLY available on the Dell desktop platform.

ALL devices offer the Auto Shutdown option to schedule a specific time that the workstation will shutdown. One shutdown time for each day of the week can be set. Set the time and choose AM/PM and check the next to each of the days you want the Auto Shutdown to occur. You can also notify the users before an automatic shutdown. Under the area you set your times/days, set the number of minutes before shutdown that your message will appear.

See the “System Tab” section in your Admin Guide.

I purchased a warranty on my workstation; what’s covered?

Your system’s warranty coverage is hardware dependent. You can find specifics here.

How do I know if my machine is still under warranty?

Log in to your Customer Portal Account. Under the Account Tab, select Account Status. This will provide you will information on each of your AWE Learning products.

How do I find the serial number of my workstation?

Click on the AWE Learning logo in the top right corner of the workstation interface; a box will appear listing important information such as the serial number, version & how to contact AWE Learning.

You can also find your serial number in the Administrative Control Panel (CTRL+ALT+M). The serial number will be located in the left box under ‘Friendly Computer Name’  in the Administration Tab.

I forgot my password to access my Customer Portal account. How can I reset this?

From the AWE Learning Customer Portal log in page, select Forgot your password? This will prompt you for your username and e-mail address. Instructions to reset your password will be sent to you.

I forgot my password to access the Administrative Control Panel on my workstation. How can I reset this?

In order to reset your password for the Administrative Control Panel, you must contact the AWE Customer Support Team. Please fill out the online support form at the bottom of this page and AWE Learning Customer Support will contact you within 2 business days.

Why is my upgrade asking for an activation code?

Check your packing slip and match it to serial numbers of eligible machines. Try restarting the workstation if you can’t navigate away from the upgrade screen. If you are still experiencing this issue, please fill out our online support form at the bottom of this page and AWE Learning Customer Support will contact you within 2 business days.

Are AWE Learning’s workstations secure and safe to put on my network?

Please review AWE Learning’s Security Statement. If you still have further questions please contact AWE Customer Support by filling out the online support form at the bottom of this page.

Our All-In-One workstation is turned on, but the screen is blank?

On some AWE Learning All-In-One systems (June 2015 onwards) there is a power saving button on the left of the unit, below the power button, that turns off the display. Try and press this button to power on the screen.

Contact Support

Don’t see the answer to your support questions? AWE Learning’s Customer Support Team, located in Chester, Pennsylvania, is here to help you with all of your inquiries! Please complete the support form below and AWE Learning will contact you within 2 business days. If your question requires immediate assistance please call the Customer Support number provided after submission: