Troubleshooting tips for devices

The tablet/chromebook won’t turn on at all:

Check that the charger is firmly plugged into both your power outlet and the device. Make sure the power cord is plugged into the charging block.
If the problem persists, contact us to arrange to bring the device in for repair.

There is a pop-up stating that there is no camera detected:

I forgot my SSP username or password:

I’m typing in the correct student username or password, but it doesn’t work:

The password for the device and your Clever account are both the same.
Your SSP password begins with Ssp (the first S must be capitalized) and is followed by 6 numbers. Don't forget the Exclamation Mark (!) at the end!
Click on the Show button/eye icon to see what you’ve typed and make sure that you entered it correctly.
Contact us if you need assistance.

The keyboard is typing incorrect letters:

Certain keys do not respond:

Contact us to arrange to bring the device in for repair.
You can work around this by using the On Screen Keyboard, which you can turn on under Accessibility in the menu on the bottom right.

There is a missing key:

Please return it to us with the key itself AND all of the parts of the key that were removed (there should be 2 white plastic pieces and a rubber button, any of which might still be attached to the keyboard).

The screen image is rotated:

At the same time, press the Ctrl-Shift-Refresh keys. (Refresh is the key just above 4 that looks like an arrow in a clockwise circle)
Press Refresh until it has rotated back to normal.

The screen colors are incorrect:

Disable ‘high contrast mode’ under Accessibility in the menu on the bottom right.

The top part of my screen is zoomed in:

The entire screen is zoomed in:

At the same time, press the Ctrl-Shift-0 (zero) keys.
If that doesn’t fix the problem, drag your cursor to the bottom right of the screen, which should scroll it, until you can see the menu in the bottom right corner. Click on the menu, then Accessibility, and then click to disable ‘fullscreen magnifier.’

Part of the screen is broken or does not display properly: Contact us to arrange to bring the device in for repair.

The microphone isn't working:

You usually need to click "ALLOW" when entering a site that needs your microphone.
If you allowed your microphone, and it still isn't working, test it here: mictests.com
Contact us if you need assistance.

The Chromebook/tablet keeps talking:

Disable ‘chromevox’ and/or ‘select-to-speak’ under Accessibility in the menu on the bottom right.

The headphone plug has broken off in the audio jack:

Contact us to bring this in for repair.
In the meantime, your device may still detect that headphones are plugged in, which would prevent audio from being played back on the built-in speakers. Change this by going down to the menu on the bottom right, clicking the headphone icon, and under Output choosing Speaker (internal).

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