Technical Support – Platinum Versions

Need Immediate Technical Support Assistance?

Call our Customer Support team at 866.463.6357

FAQ

• How should I clean my AWE Learning workstation and accessories?

  To clean your computer screen or tablet:

  • Power off the device.
  • Use a dry, soft, lint-free cloth, preferably a micro-fiber cleaning cloth.
  • Use warm water, isopropyl alcohol, or LCD cleaner sprayed ONLY on a cloth.
  • Move cloth in even, circular motion across the screen.
  • DO NOT spray liquid directly onto the computer screen.
  • DO NOT press or scrub the screen, this can cause pixels to burn out.

  To clean your keyboard:

  • Flip keyboard upside down and give a gentle shake to remove any particles in the keyboard.
  • Use warm water, isopropyl alcohol, or LCD cleaner sprayed ONLY on a cloth.
  • Can be wiped down with disinfectant wipes.
  • DO NOT over saturate or let water/cleaner drip into the keyboard keys.

  To clean your mouse:

  • Use warm water, isopropyl alcohol, or LCD cleaner sprayed ONLY on a cloth.
  • Can be wiped down with disinfectant wipes.

  Additional tips:

  • Avoid using paper towels, toilet paper, rags, or old clothing. These can scratch the screen.
  • Avoid cleaning products that have ammonia, ethyl alcohol, or acetone/acetate.
  • Never spray directly onto the screen or accessories, always spray onto a cloth.

  Click here for a pdf version of our cleaning tips.

• 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?

  You can find your Platinum Version 2 All-In-One & Tablet Admin Guide linked here.

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

  Exit a program: Alt+ F4 OR Esc
  To increase audio volume: Alt +
  To decrease audio volume: Alt –
  To mute all sound Alt + S

  Print our Keyboard Shortcuts card for quick reference: Keyboard Shortcuts Card.

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

  In the Admin Panel, you can set the minimum and maximum volume. You can then control the volume using the keyboard keys below, or using the volume button in the top right corner of the interface.

  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 (click on the gear button on the top right of the interface to launch the About Box, and click the button Open Administration Panel). In the Administration tab, select Time/Date. A window will open that allows you to select your date and time. Click Save and Close to update the settings. Then click Save to save settings in the control panel.

  If networking is enabled, the date and time will be automatically set and updated via the internet. Click Save to update the settings. Click Save to close the Admin Panel.

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

• How can I set up Auto Shutdown on my workstation?

  You can find the Auto Shutdown feature on the Timers Tab in the Administrative Control Panel.

  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. You can also notify the users a designated number of minutes 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 “Timers Tab” section in the 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. Click on My Devices and you will see a list of your products, including the warranty end date(s).

• How do I find the serial number of my workstation?

  Click on the gear 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 Customer Portal, under the My Devices Tab.

• How do I set up my enhanced support stand with my All-In-One workstation?

  Click here to watch a brief tutorial on how to connect your enhanced support stand to your All-In-One workstation.

• 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 Learning 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.

• How do I access the Admin Panel?

  From the main interface of your workstation, click on the gear icon on the top right. This will bring up the About Box. From there, click the Open Administrator Panel button.

• How can I access the Index?

  To access the index, click on the index button on the bottom left of the main interface. You can filter the content by a specific age or age range, and by subject area.

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: