Help Requests

Q: I am having a hard time logging in to my Chromebook or Google account. What do I do?

A:

• First, make sure you are using your student Google account.

  • All students have a district email address that follows this formula: studentID#@students.avhsd.org (ex. 456789@students.avhsd.org)

  • Check for typos or missing letters in the email address. It’s easy to miss a letter and get frustrated.

• Next, try your password.

  • Most student passwords work like this: first initial+last initial+ID# (ex. az456789). Make sure caps lock isn’t on - these passwords are lower case.

  • If that password doesn’t work, try this: Capital first initial+lower case last name+ ID# (ex. Azeta456789).

  • If that doesn’t work, go to the KHS Technology Support Request and let us know that you need password help for your Google account or Chromebook. We will reset the password and follow up with you.

Q: I forgot my Google password. What do I do?

A: Try the steps above. If that doesn't work, go to the KHS Technology Support Request and we'll reset it for you. You will be contacted when it has been reset.

Q: I am having difficulty logging in to PowerSchool. How can I get help?

A: Parents and students have separate PowerSchool accounts, with separate features. First, make sure you are trying to log in with the correct username. Computers will sometimes save the last username and you might need to change it. If that doesn’t work and you’re still having trouble with PowerSchool, visit our Counseling web page and reach out to one of our pupil service technicians. We’ll have somebody reach out to you within a day or so (on weekdays).

Q: I have a problem with my Chromebook or charger and need help (not a login issue).

A: Go to our KHS Tech Support request and someone will follow up with you.

Q: I am having trouble with getting part of my computer to work (microphone, speakers, camera, etc.). What can I do?

A: First, check your settings for these things. Some apps will require you to give permission for your microphone or camera every time you use them. Look for a box near the top of your screen that is asking if you want to allow access. If you see the box, click YES.

Next, check to make sure you don't have a headset connected, either with a headphone jack or Bluetooth.

If you still can figure out the problem and need more help, fill out our KHS Tech Support request and we will have someone reach out to you.

Q: I checked out a Chromebook or hotspot that is not working properly and I might need to exchange it. What do I do?

A: Go to our KHS Tech Support request and select help for the type of device you’re having trouble with. Fill out the form and someone will follow up with you about what to do next.

Q: I have a wifi hotspot and I’m having trouble with it. What can I do?

A: First, go to the document you were provided with the hotspot and go to the Sprint website for troubleshooting. If you need to find the password for the device, you can find it on a sticker on the bottom of the device (or inside the cover of the battery compartment). If you still need help, or if you have run out of data and need additional data, go to our KHS Tech Support request and select “help with a wifi hotspot.” Someone will follow up with you within a couple of hours (during business hours).

Q: I checked out a Chromebook or hotspot that I no longer need. How do I return it to the school?

A: You may return items you no longer need to our switchboard area during regular business hours. Students are advised to keep Chromebooks in the event that a personal device fails. Any unneeded hotspots will be distributed to students who are in need of them.

Q: I didn't check out a Chromebook when the school was checking them out, but I need one. What do I do?

A: We are finished with mass Chromebook distribution, but we are able to meet individual requests as they come up. Please fill out ourTechnology Checkout Request and someone from the school will contact you with details about when and where to pick it up.

Q: I do not have internet at home and need a wifi hotspot. What do I do?

A: We have a limited number of wifi hotspots available. We are working to find additional available hotspots. You can let us know you need one by filling out our Technology Checkout Request form. Due to our very limited supply, we may not be able to honor all requests at this time. You will be contacted when a hotspot is available and ready for pickup.

Q: I am a parent and I need help learning how to use some of the tools available to me. Where can I go for help?

A: The AVUHSD has created a website with how-to videos for some of the most common parent questions. You may want to start there and see if you can find the help you're looking for.

Q: I am a parent and need help with some of the Google tools my student is using to be able to help them. Where do I go?

A: First, check with your student’s teacher. Many teachers are providing parents with tutorial videos and other support to help you support your student. We are working on creating a parent help page with lots of resources to help you. Please check back soon.

Q: I am a parent and want to communicate with my child’s teachers. How do I find their email addresses?

A: The easiest way to find teacher email addresses is by logging into the parent portal in Powerschool. From there, you will see a list of your child’s teachers. If you click on the teacher’s name, it will automatically direct you to an email that you can send. If you need help logging into PowerSchool, or if you have emailed your child’s teachers and not received a response, go to our Counseling web page and reach out to one of our counseling staff to let them know about the problem. Someone should follow up with you within a couple of hours during business hours.

Q: I am a parent and I need to update my contact information. Who do I talk to?

A: Go to our Counseling web page and reach out to one of our Pupil Service Technicians. Somebody will get in touch with you within a day or so (usually less) to help you.

Q: I am the parent of an incoming freshman or a new student and I want to know about registration. Who do I contact?

A: Contact our counseling office using this form. Someone will follow up with you shortly.

Q: I am having difficulty logging in to PowerSchool. How can I get help?

A: Parents and students have separate PowerSchool accounts, with separate features. First, make sure you are trying to log in with the correct username. Computers will sometimes save the last username and you might need to change it. If that doesn’t work and you’re still having trouble with PowerSchool, go to our Counseling web page and reach out to one of our counseling staff. Somebody reach out to you within a day or so (on weekdays).