Troubleshooting technical issues

In some cases, you may need to contact the SESIS Help Desk for assistance with SESIS technical issues.

To troubleshoot technical issues

  1. Select from below.

    If... Do this...
    You are having a problem viewing student profiles
    1. Call the SESIS Help Desk at (718) 935-2985.
    You need to know how to assign the role in Galaxy
    1. Review the list of related topics below to determine if any of these topics can help you resolve the problem.

    2. If you are not able to locate a solution, contact the appropriate technical support staff.

      • School based staff (public schools): IT/data specialist

      • School based staff (charter schools): Office of Charter Schools (212) 374-5419

      • Central Staff: The DIIT Help Desk (718) 935-5100

      • Committee on Special Education (CSE) staff: The CSE chairperson

      • Children First Network (CFN) staff: IT/data specialist

      • Office of Related and Contractual Services: DIIT Help Desk (718) 935-5100
    You are experiencing a technical issue with Galaxy
    1. Call the DIIT Help Desk at (718) 935-5100.
    The computer is not functioning normally
    1. Ensure that you are using a browser that is supported by SESIS.

      Note: If you are not using a supported browser, upgrade your browser.

    2. Log out of all applications, including SESIS.

    3. Restart the computer.

    4. Open other applications, including SESIS.

    5. If the problem still exists, do the following:

      • DOE employees: Call the DIIT Help Desk at (718) 935-5100.

      • Non-DOE employees: Contact the technical support group for your location.
    You found a suspected system bug
    1. Ensure that you are using a browser that is supported by SESIS.

      Note: If you are not using a supported browser, upgrade your browser.

    2. Ask yourself the following questions:

      • If you retrace your steps, does the same error occur again? (Can you reproduce the error?)

      • Does this appear to happen for all students or documents or just one?

      • What are the steps I need to follow to reproduce the error?

      • What exactly does the error message say?

      • Which browser and version are you using?

      • What operating system are you using?

      • What kind of Internet connection do you have (network, dial-up)?

    3. Call the SESIS Help Desk at (718) 935-2985. Be prepared to provide the answers from the questions in step 1.
    You are having system usage or policy related issues
    1. Review the list of related topics below to determine if any of these topics can help you resolve the problem.

    2. If you are not able to locate a solution, contact your school's special education liaison.

      Note: If you do not know who the special education liaison is, ask your principal.
    The fax coversheet or other faxed in document is not displaying properly
    1. Verify that you have the most recent version of Adobe Acrobat Reader installed.

      Note: Reader can be obtained from Adobe's Web site at get.adobe.com/reader.

    2. If it is still not working properly, call the SESIS Help Desk at (718) 935-2985.
    A document was faxed in but does not appear in SESIS or appears blank
    1. Verify that you used the correct fax coversheet.

      Note: If the correct fax coversheet was not used, print the correct fax coversheet and resend the fax using the correct fax coversheet.

    2. Determine what time of day you faxed the coversheet.

      Note: If you don't know the time you faxed the coversheet, refax it now and make note of the current time.

    3. Call the SESIS Help Desk at (718) 935-2985. Be prepared to provide the time of day the fax was sent.
    You want to suggest a change or addition
    1. Call the SESIS Help Desk at (718) 935-2985.

Related topics
Adding a SESIS user to the Table of Organization in Galaxy
Appointing a SESIS role assigner
Assigning a SESIS role
Requesting a change to a SESIS role assignment
SESIS role assigner

SH7144
Last revised: December 22, 2010