Here are some of the more common questions and subsequent answers that our Technical Team are asked on a daily basis; see below if there is a resolution for an issue you are experiencing.

These FAQs are updated regularly, so check back regularly if your question is currently listed.

IT Support

Computers

My Mac is asking me for a password?

Occasionally when using your Mac, it may prompt you to type in a password to authorise an action, in such instances there is no password actually set. You can simply press enter, and it will allow you to proceed forward with the action that you wish to do.

Where can I purchase Ink Cartridges for my printer?

We are happy to provide you with all your future IT needs, including print cartridges and paper. Please visit our Ink section of our website, or contact us for a quote on 01432 271 233.

My Mac is prompting me to install OS X El Capitan, should I?

Apple has released their latest Mac OS X Upgrade, El Capitan, as usual unfortunately though, with every OS X Upgrade, comes compatibility issues. Please check our compatibility chart here for the latest information about compatible software.

My Computer is prompting me to Upgrade to Windows 10, how can I stop it?

Microsoft are now offering Windows 10 as a general update for all Windows 7, 8 and 8.1 users. In order to disable the automatic update (which could render your assistive software unusable) please follow the below tips and slides.

1. Navigate to your “Control Panel” and in the search box type “windows update”. Click on “Windows Update”.

Windows 10.1

2. Click on “Show all Available Updates”.

Windows 10.2

3. Click on “Optional” tab (“Important” tab may be selected by default).

Windows 10.3

4. Look for “Upgrade to Windows 10”, remove the tick from the tick box, right click on the update and left click on “Hide Update”.

Windows 10.4

If you have any questions relating to compatibility why not check our compatibility chart here.

My computer is prompting me to install Windows 10, should I?

Microsoft are rolling out the free upgrade to Windows 10 for all Windows 7 and Windows 8 users for free, however there are some compatibility issues with the Assistive Software that we have provided, for the latest information on compatibility please check here.

My Computer won’t start up, what are my options?

For in depth support please call us on 01432 271233.

If you are in a rush you can run the WBS Recovery by visiting http://www.wbs.uk.com/recoveryguide

I have moved my Desktop and now my display has stopped working?

The majority of desktop computers have two locations to connect your monitor, please verify that your blue VGA (Monitor Cable) is connected to the lower most port.

Desktop Monitor Ports

If you’re still experiencing problems, please contact our technical team.

What if my Battery no longer holds a charge?

Support on batteries varies between manufacturers, typically batteries will be covered for the first 12 months. Please contact technical support on 01432 271233.

What if my trackpad stops working?

The solution is to press and hold the ‘Function’ button [Fn] then press one of the following keys:

Toshiba – F5
Acer – F7
Dell – F8
Packard Bell – F6
Asus – F9

Purchasing

Can I Upgrade my Computer?

If you are yet to book in your delivery, you can Upgrade your order, we have some options on our site, please visit our Upgrades Page for further information, or contact our Upgrades Team for more information.

The majority of computer upgrades must take place before the order is shipped, however on some models HDD and RAM upgrades can take place afterwards, please contact us for a quote if you have already got a computer.

Can you sell me a replacement Battery?

Wyvern has access to a wide range of spare parts for various makes and models of notebook and desktop computers, please contact us for a quote for any replacement parts that you may need.

Can I extend my Maintenance & Support and Insurance?

You certainly can, we can offer a maximum of 5 Years cover for your machine from it’s purchase date, this also applies to machines that we have not supplied as well.

Please get in contact for a quote.


Training

Can I buy additional training sessions?

Yes, please contact us for a quote on 01432 271233, or email us at enquiries@wbs.uk.com

What do I need to do to get training organised for my AT software?

Look at your DSA2 or Entitlement letter, this will have the contact details of your training provider, or call us and we can assist; 01432 271233.

If the training is through ourselves, then please consult our training page for more information.

Miscellaneous

My computer is being collected, how should I package it?

Depending on the type of collection we would require that the computer is placed in its original packaging with all of the original foam inserts. Please refer to your collection email for further details.

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