How do I get a student or staff Chromebook serviced?

posted May 3, 2018, 5:54 AM by Granger Meador   [ updated Jan 19, 2019, 5:02 AM ]

Servicing Staff Devices


If a staff member's district-issued Chromebook malfunctions:
  1. Many issues can be resolved by simply rebooting the device.

    • Try soft rebooting the Chromebook by holding down the refresh key while you press the power button.+

    • If that doesn’t work, try hard rebooting the Chromebook by pressing and holding the power button until it shuts down. Wait a bit and boot it up fresh.

  2. Consult the online manual and help at BPSCHROMEBOOK.ORG or use the links below to see if the issue can be resolved that way.

  3. Consult with the site’s Instructional Technology Assistant or a site technology assistant or troubleshooter to see if they can help resolve the issue. BHS staff members can go to room 132 for support from the Student Technology Support Team.

  4. Take the Chromebook to the site librarian, who will check out a loaner unit and send off the device needing servicing as outlined next.



Transporting a staff Chromebook from a site to BHS 132 for servicing

  1. Staff Member: Take the device to the site library. The charger should NOT be included unless it is involved with the issue.

  2. Site Librarian:

    1. Use Follett* to check out a spare Chromebook to the staff member with NO CHARGER unless it is broken.

    2. Complete the top portion of a SERVICE SLIP and tuck it between the keyboard and screen of the closed Chromebook.

    3. Place the Chromebook, with the service slip in it, into a spare black case.

    4. Write “BHS 132” on a piece of tape and affix it to the front of the case above the pocket.

    5. File a Bruin Help Desk “Chromebook Transport” ticket with PICK UP FROM set as your library and DELIVER TO set to “BHS Room 132” to notify Tech Services that there is a Chromebook to pick up on their next regular visit. (Technicians will not make special trips for pickups.)

  3. Technician assigned to the site: Pick up the Chromebook case and take it to the WRC.

  4. BHS Technician:

    1. Transport the Chromebook case to BHS 132 on the next regular visit to BHS.

    2. Close the Chromebook Transport Help Desk ticket.


Returning a staff Chromebook from BHS 132 back to a site after servicing

  1. Student Technology Support Team (STST):

    1. Upon receipt, enter DATE RECEIVED in the appropriate blank in the tracking sheet.

    2. Perform the necessary services.

    3. AFTER DEVICE SERVICING IS COMPLETE, complete the remainder of the service slip.

    4. Update the repairs tracking sheet AND service slip with the servicing information and DATE RESOLVED.

    5. Tuck the service slip between the keyboard and screen of the closed Chromebook.

    6. Insert the Chromebook, with the completed service slip in it, in a black case.

    7. Write “SITE NAME - LIBRARY” on a piece of tape and affix it to the exterior of the case.

    8. Take the case to the BHS Librarian.

  1. BHS Librarian: File a Bruin Help Desk “Chromebook Transport” ticket with PICK UP FROM set as your library and DELIVER TO set to the appropriate site library.

  2. BHS Technician: Pick up the Chromebook case and take it to the WRC.

  3. Technician assigned to the site:

    1. Transport the case to the site and drop it off with the librarian.

    2. Close the Chromebook Transport Help Desk ticket.

  4. Site Librarian:

  1. Notify the staff member to bring in their loaner.

  2. When the loaner is returned, use Follett to check it back in.

  3. Take the serviced Chromebook out of the case and give it to the appropriate staff member, with the service slip still tucked into it to explain what was done.


Servicing Student Devices


If a student's district-issued Chromebook malfunctions:
  1. Many issues can be resolved by simply rebooting the device.

    • Try soft rebooting the Chromebook by holding down the refresh key while you press the power button.+

    • If that doesn’t work, try hard rebooting the Chromebook by pressing and holding the power button until it shuts down. Wait a bit and boot it up fresh.

  2. Consult the online manual and help at BPSCHROMEBOOK.ORG or use the links below to see if the issue can be resolved that way.
  3. BHS students and staff should go to room 132 for support from the Student Technology Support Team. At other sites, consult with the site’s Instructional Technology Assistant or a site technology assistant or troubleshooter to see if they can help resolve the issue. If not, and the device is from a district-provided school cart, take the Chromebook to the site librarian, who will send off the device needing services as outlined below.


Transporting a student Chromebook from an elementary or middle school to BHS 132

  1. Staff Member: Take the device to the site library. The charger should be left in the cart and NOT included unless it is involved with the issue.

  2. Site Librarian:

    1. Complete the top portion of a SERVICE SLIP and tuck it between the keyboard and screen of the closed Chromebook.

    2. Place the Chromebook, with the service slip in it, into a spare black case.

    3. Write “BHS 132” on a piece of tape and affix it to the front of the case above the pocket.

    4. File a Bruin Help Desk “Chromebook Transport” ticket with PICK UP FROM set as your library and DELIVER TO set to “BHS Room 132” to notify Tech Services that there is a Chromebook to pick up on their next regular visit. (Technicians will not make special trips for pickups.)

  3. Technician assigned to the site: Pick up the Chromebook case and take it to the WRC.

  4. BHS Technician:

    1. Transport the Chromebook case to BHS 132 on the next regular visit to BHS.

    2. Close the Chromebook Transport Help Desk ticket.


Returning a student Chromebook from BHS 132 back to an elementary or middle school

  1. Student Technology Support Team (STST):

    1. Upon receipt, enter DATE RECEIVED in the appropriate blank in the tracking sheet.

    2. Perform the necessary services.

    3. AFTER DEVICE SERVICING IS COMPLETE, complete the remainder of the service slip.

    4. Update the STST repairs tracking sheet AND service slip with the servicing information and DATE RESOLVED.

    5. Tuck the service slip between the keyboard and screen of the closed Chromebook.

    6. Insert the Chromebook, with the completed service slip in it, in a black case.

    7. Write “SITE NAME - LIBRARY” on a piece of tape and affix it to the exterior of the case.

    8. Take the case to the BHS Librarian.

  1. BHS Librarian: File a Bruin Help Desk “Chromebook Transport” ticket to notify Tech Services that there is a Chromebook to pick upticket to have a BHS Technician pickup the case on the next regular visit to BHS.

  2. BHS Technician: Pick up the Chromebook case and take it to the WRC.

  3. Technician assigned to the site:

    1. Transport the case to the site and drop it off with the librarian.

    2. Close the Chromebook Transport Help Desk ticket.

  4. Site Librarian: Take the serviced Chromebook out of the case and return it to the appropriate slot in the appropriate cart.