BISD Instructional Tech

TECH SUPPORT: EMERGENCY OR TICKET?

To help the Technology Team respond efficiently and effectively, please use the proper reporting method:

EMERGENCIES (Report by Telephone)

Brian Reid: 979-865-7089 (7:00 a.m. – 4:00 p.m.)

– After hours, please call Brian’s cell.

Shana Crawford & Hilee Draehn: 979-865-1145 (7:45 a.m. – 4:00 p.m.)

NON-EMERGENCIES (Submit through Help Desk)

Please enter a ticket in the Eduphoria Helpdesk Work Order System.

True Emergencies – Contact Tech Immediately

District-wide Internet or Wi-Fi outage.
Core systems (Ascender, ClassLink, Google Workspace, etc.) are completely down.
Testing (disruptions due to network failure in STAAR, MAP, TELPAS, NWEA, etc.)
District or Campus Phone outage (classrooms or offices).
Security cameras, door access, or PA/intercom system failure.
Staff Google Password reset (teacher unable to log in).
Internet Filter allowing inappropriate content.
Admin discipline related tech Issues (chromebook misuse, inappropriate internet use, etc)

Not Emergencies – Try the trouble shooting guides and submit a Help Desk Ticket.

Wi-Fi (not district wide)
Minor app glitches (Google Classroom, email, etc.).
Projector/TV/Document Camera (not turning on,flashing lights, error message)
Classroom or Office Printer not working (district purchased).
Office Copier (unable to send from school issued device or need copy code)
ClassLink/Curriculum Apps (can not access, incorrect apps for staff/students)
Internet Filter (site needs to be allowed/blocked for students)
Classroom Phone (cannot place/receive calls, need YeaLink Phone feature info)
Software installs or troubleshooting (staff software issues)
Teacher/staff laptop or desktop (running slowly, sound issues)
Chromecart (not charging, devices need updated)
Testing ( student profile/data missing in STAAR, MAP, TELPAS, NWEA, etc.)
Passwords (creation or reset)

WIFI

🔄 Step 1: Quick Reset

On Chromebooks: Sign out, shut down completely, then restart.
On Staff Laptop: Shutdown completely, then restart.

📡 Step 2: Check Connections

Make sure you are on the correct school network (not an outside hotspot).
Verify other devices in the room can connect.

🔌 Step 3: Move & Signal Strength

If the signal is weak, move closer to the access point.
Walk device down the hall and see if there is a connection.

🖥️ Step 4: Browser & App Check

Close unused tabs/apps that may slow connection.
If a page won’t load, try another site to confirm if it’s the internet or just one website.

🔄 Step 5: Clear & Refresh

Clear Cache and Cookies: Ctrl + Shift + Delete → Clear browsing data (cache/cookies). Select All time for Time range. Restart the browser after clearing.

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
- Student/Staff name
- Device type
- Location in building
- Error message (if any)
- Steps already attempted.

Minor app glitch

🔄 Step 1: Refresh

Click the refresh/reload button in the browser.
If in an app, close it and reopen.

🌐 Step 2: Check Internet Connection

Make sure you’re connected to school Wi-Fi.
If the connection is weak, move closer to the access point.

🖥️ Step 3: Try Another Browser/Device

If using Chrome, try logging in again or use a different browser.
If possible, test on another device to see if it’s device-specific.

🧹 Step 4: Clear Cache & Cookies

In Chrome: Ctrl + Shift + Delete → Clear browsing data (cache/cookies). Select All time for Time range. Restart the browser after clearing.

🔄 Step 5: Restart

Restart the app or fully shut down and restart the device.

⚙️ Step 6: Updates

Chromebooks: Check that Chrome/OS is up to date: Settings → About ChromeOS → Check for updates.
Laptops: make sure system updates are installed: Windows: Settings → Update & Security → Check for updates

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
- Note what app
- Error
- Steps already attempted.

DOCUMENT CAMERA

🔌 Basic Connections

Ensure the document camera is plugged into power and turned ON.
Verify all cables (USB/HDMI/VGA) are securely connected to both the camera and the computer/projector.
If using USB, try a different port on the computer.
If using HDMI/VGA, confirm the correct input source is selected on the projector/TV.

🖥️ Display & Software

Check if the computer recognizes the document camera:
- Windows: Windows Key + P (cycle display modes)
Open the document camera software (ex: IPEVO Visualizer, Lumens, AverVision, or generic camera app) to see if it displays.
Try another app (Zoom, Google Meet, Camera app) to confirm the camera works.
If multiple cameras are installed, switch to the correct input device in software.

⬇️ Updates & Drivers

Run any system updates on the computer.

🔄 Power Cycle

Turn off the document camera, unplug it, wait 10 seconds, then plug back in and restart.
Restart the computer/projector to refresh device detection.

⚙️ Projector/Display Issues

If projecting, make sure the projector/interactive panel is on the right source/input.
Adjust display settings if the image is distorted, not centered, or showing “No Signal.”

🔍 Hardware Check

Check for indicator lights on the camera (power, signal).
Test with a different cable (USB/HDMI) to rule out a bad cord.
If available, test the camera on a different computer or projector to see if it works there.

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
- Document Camera model.
- Issue (not showing image, not turning on, etc)
- Steps already attempted.

TV

🔌 Step 1: Power & Connections

Make sure the TV is plugged in and turned ON.
Check the remote batteries or try the power button directly on the TV.
Verify the HDMI/Display cable is securely connected to both the TV and the laptop/Chromebook.

📡 Step 2: Input/Source

Use the Input/Source button on the remote to cycle through HDMI ports until you see the correct one.

🖥️ Step 3: Laptop/Device Settings

On Windows: Press Windows Key + P → choose Duplicate or Extend.

Extend: Your laptop screen will stay active, and the TV will become a second screen (like a bigger desktop).
Move a Window to the TV

- Open the file, browser, or app you want to show.
- Click and drag the window to the right side of your laptop screen — it will “slide” over onto the TV.
- If nothing happens, try dragging it to the left (depends how Windows detects the TV).

Adjust if Needed

- Right-click on your desktop → Display settings.
- You’ll see two boxes (1 = laptop, 2 = TV).
- Drag the boxes to match your physical layout (ex: put 2 on the right).
- Check the box “Make this my main display” if you want the TV to act as the primary screen.

On Chromebook: Go to Settings → Device → Displays → select Mirror Built-In Display.

🔊 Step 4: Sound Issues

Check TV volume and mute button
On the laptop, confirm the audio source/output is set to the TV/HDMI.
If using VGA, remember you need a separate audio cable for sound.

🔄 Step 5: Restart Devices

Restart the TV and the laptop/Chromebox.
Unplug the HDMI cable, wait 10 seconds, then reconnect.

🚨 Still Not Working?

Try another HDMI cable or port.
Test the laptop with a different display to rule out device issues.
Please submit an Eduphoria Help Desk Ticket, noting:
- TV model/location
- Device being connected (Chromebook, Windows, Mac)
- Error messages or symptoms

PROJECTOR

🔌 Step 1: Power & Connections

Make sure the projector is plugged in and powered ON (check for indicator lights).
Verify the HDMI/VGA cable is securely connected to both the projector and the laptop.
If using an adapter (USB-C to HDMI, etc.), ensure it’s working.
Try a different cable or port if available.

📡 Step 2: Input/Source

Use the Source/Input button on the projector or remote.
Select the correct input (HDMI1, HDMI2, VGA, etc.) that matches where your laptop is plugged in.

🖥️ Step 3: Laptop Display Settings

Windows: Press Windows + P → choose Duplicate (same on both screens) or Extend.
Chromebook: Settings → Device → Displays → select Mirror Built-In Display.

🔊 Step 4: Audio (if sound is needed)

If connected by HDMI, set the audio output to HDMI/Projector.
If connected by VGA, remember VGA is video only — use a separate audio cable.
Check projector volume and mute buttons.

🔄 Step 5: Restart Devices

Restart the projector: turn it off, unplug for 10 seconds, then power on again.
Restart the laptop after reconnecting.

⚙️ Step 6: Image Quality Issues

Use the Focus/Zoom ring to sharpen the image
If picture is off-center, adjust with keystone correction on the remote.
Clean the projector lens with a soft cloth if the image is blurry.

🚨 Still Not Working?

Test the projector with another laptop.
Test the laptop with another display.
Please submit an Eduphoria Help Desk Ticket, noting:
- Projector model/location.
- Error message or light indicators (blinking bulbs, overheating).
- Steps already attempted.

district purchased printer

🔌 Step 1: Check Power & Connections

Ensure the printer is plugged in and turned on (look for power lights)
Check that the printer is connected:
- USB: securely connected to the computer
- Network/Ethernet: cable firmly attached.
- Wi-Fi: verify the printer shows as connected to the correct network.

📄 Step 2: Paper & Supplies

Confirm there is paper loaded correctly in the tray.
Check for paper jams (open access panels and remove stuck sheets)
Verify there is enough toner/ink; replace if low or empty.

💻 Step 3: Printer Settings on the Computer

Make sure the correct printer is set as default.
Check the print queue:
- Delete stalled or stuck jobs.
- Restart the print job after clearin
Restart the application (Google Docs, Word, etc.) and try printing again.

🔄 Step 4: Restart Devices

Power cycle the printer: turn it off, unplug, wait 10 seconds, plug back in, and turn on.
Restart the computer and reconnect to the printer.

🌐 Step 5: Network/Connection Checks

If wireless, confirm the computer and printer are on the same Wi-Fi network. NOT RECOMMENDED OR SUPPORTED BY TECH.
If wired, ensure the Ethernet cable is secure and the network light is on.
Try printing a network configuration/test page from the printer’s menu.

⬇️ Step 6: Drivers & Updates

Run updates on the computer to ensure the printer driver is current.
If needed, reinstall the printer from the computer’s settings.

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
- Printer model and location
- Error messages or codes displayed
- Steps already attempted.

CLASSLINK/CURRICULUM APPS

🔄 Step 1: Refresh & Re-Login

Log out of ClassLink and log back in.
Use the correct login method (check that it is signed into the correct Google account).
Sometimes apps reload after a fresh sign-in.

🖥️ Step 2: Browser Check

Make sure you’re using Google Chrome (preferred).
Clear Cache and Cookies: Ctrl + Shift + Delete → Clear browsing data (cache/cookies). Select All time for Time range. Restart the browser after clearing.

📱 Step 3: Device Restart

On a Chromebook: Shut down completely (do not just close the lid).
On a laptop/desktop: Restart the device and recheck ClassLink.

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
- Student name and ID
- App that’s missing
- Device type (Chromebook, laptop, etc.)
- Steps already tried

classroom PHONE

🔌 Step 1: Power & Connections

Check that the network (Ethernet) cable is firmly connected from the wall/port to the phone.
If using a computer through the phone, confirm the PC port is also connected properly.

📡 Step 2: Display & Dial Tone

If the phone screen is blank: unplug the power/Ethernet cable for 10 seconds and reconnect.
If there is no dial tone, confirm the headset/handset is plugged in securely.
Test with the speakerphone button to rule out handset issues.

🌐 Step 3: Network & Registration

If the phone shows “Network Unavailable”:
- Verify the network cable is good by testing another device.
- Try moving the phone to another known working network port.
If the phone says “Unregistered”: it may need to re-sync with the phone server. Restart the phone.

🔄 Step 4: Reset & Restart

Soft Restart: Hold down the X (Cancel) button until the phone restarts.
Factory Reset (only if advised by IT): Hold the OK button for 10 seconds → confirm reset.

🖥️ Step 5: Feature Issues

Voicemail not working: Press the voicemail button (envelope icon) and check if the number dials correctly.
Can’t transfer calls: Ensure you press the Transfer button, dial the extension, then press Transfer again.
No audio during calls: Try switching between handset, speaker, and headset. Check volume settings.
Shortcut Guide

🚨 Still Not Working?

Please submit an Eduphoria Help Desk Ticket, noting:
- Phone model (printed on the device).
- Error message on the display (if any).
- Extension number and location.
- Steps already attempted.

teacher DESKTOP/LAPTOP

🔌 Step 1: Power & Charging

Make sure the laptop is plugged in and the charger is connected securely.
Check for charging lights on the laptop or charger brick.
Try another outlet or charger if available.

🔄 Step 2: Restart

A full restart fixes many issues.
On Chromebooks, don’t just close the lid — fully shut down and restart.
On Windows/Mac, select Restart from the power menu.

🌐 Step 3: Internet & Wi-Fi

Check that Wi-Fi is turned on and connected to the correct school network.
If the internet is slow or missing apps, restart and reconnect.
Try another website to confirm if it’s a site issue or network issue.

📄 Step 4: Apps & Software

If an app won’t load, close it and reopen.
Clear Cache and Cookies: Ctrl + Shift + Delete → Clear browsing data (cache/cookies). Select All time for Time range. Restart the browser after clearing.
Make sure system updates are installed:
- Windows: Settings → Update & Security → Check for updates

🔊 Step 5: Audio/Video Issues

Check if mute is on and volume turned up.
For projectors/TVs, confirm the correct audio output is selected
If camera/microphone isn’t working, close other apps that may be using it. Restart device.

⚙️ Step 6: Performance Problems

Too many apps/tabs open can slow the laptop. Close what you don’t need.
Restart regularly to clear memory and perform updates.
Check for overheating — make sure vents are not blocked.

🚨 Still Not Working?

Please submit an Eduphoria Help Desk Ticket, noting:
- Staff name and device model.
- Note the error message or problem (won’t power on, black screen, won’t connect, etc.).
- Note steps tried.

CHROMECARTS

⚡ Step 1: Power to the Cart

Make sure the cart’s main power cable is plugged firmly into the wall outlet.
Check the power strip switch inside the cart — it should be ON.
If the outlet is controlled by a light switch, ensure the switch is on.

🔋 Step 2: Charging Issues

Confirm each Chromebook is plugged into the correct charging cord inside the cart.
Check that cords are not loose, tangled, or unplugged from the power strip.
If one Chromebook isn’t charging, try another slot to see if it’s the cord or the device.

🔄 Step 3: Reset & Restart

If the whole cart isn’t charging:
- - Turn the power strip switch OFF → wait 10 seconds → turn it back ON.
  - Try unplugging the cart from the wall and reconnecting.

⚙️ Step 5: Overload Protection

Some carts have a breaker/reset button on the power strip. If tripped, press to reset.
Avoid plugging other equipment into the cart’s outlets — it can overload the circuit.

🚨 Still Not Working?

Please submit an Eduphoria Help Desk Ticket, noting:
- Cart Location (room number)
- Whether the issue is all devices or just specific slots.
- Steps already tried (checked power, reset, moved cords).

PASSWORDS

📝 Step 1: Double-Check Username & Password

Ensure caps lock is OFF.
Watch for extra spaces at the beginning or end (especially if copying/pasting).
Confirm you’re using the correct username format (e.g., firstinitial.lastname@bellvillebrahmas.org).
For students, check if the login requires the leading zero or without zero in their ID.

🔄 Step 2: Reset or Recover

Use the “Forgot Password” or “Can’t Sign In” link (if available).
Check if you can reset student passwords in the system or who can reset:
1. Aware: Teachers follow directions for resetting students' passwords HERE.
2. Google: Mrs. Krumrey or Tech can reset student passwords. Please complete a Help Desk Ticket if Tech Support is needed.
3. Student Portal: Mrs. Kaminski or Mrs. Krumrey can help students.

💻 Step 3: Clear Cached Data

Close the browser and try again.
Clear Cache and Cookies: Ctrl + Shift + Delete → Clear browsing data (cache/cookies). Select All time for Time range. Restart the browser after clearing.

📱 Step 4: Try Another Device/Browser

Attempt login on a different browser (Chrome, Edge, Safari).
If possible, test on another device (Chromebook, laptop, or phone).

🚨 Still Not Working?

Try another computer to see if the issue is device-specific.
Please submit an Eduphoria Help Desk Ticket, noting:
Student or Staff Name
Provide details: username, error message, and when/where you tried to log in (computer, google, ascender, etc).
Steps already attempted.

CHROMEbooks

These steps resolve most Chromebook issues.

👉 Complete them in the order listed.

⚠️ These will not fix physical damage (cracked screen, broken keys, etc.). Physical damage should be reported to your campus library media specialist who will help you to complete a Chromebook repair.

✅ STEP 1: RESTART THE CHROMEBOOK

Restarting fixes most issues. Closing the lid is not a restart.

How to restart (choose one):

At the bottom right, select the time → Power → Restart.
Press and hold the Power key for 3 seconds.
Press and hold the Power button until you see a menu, then select Power off or Sign out.

✅ STEP 2: CLEAR CACHE & COOKIES

If restarting doesn’t help:

Open Chrome.
At the top right, click More (⋮) → Delete browsing data.
Set Time Range = All time.
Check only:
- ✅ Cookies and other site data
- ✅ Cached images and files
Click Delete data (blue button).
Close Chrome and restart the Chromebook (see Step 1).

✅ STEP 3: RESET CHROME SETTINGS TO DEFAULT

If clearing cache/cookies doesn’t work:

Open Chrome.
At the top right, click More (⋮) → Settings.
Scroll down and select Reset settings.
Choose Restore settings to their original defaults → Reset settings.
Close Chrome and restart the Chromebook (see Step 1).

🚨 Still Not Working?

Please submit an Eduphoria Help Desk Ticket, noting:
- Cart Location (room number)
- Whether the issue is all devices or just specific slots.
- Steps already tried (checked power, reset, moved cords).

Need More Help?

If your question isn’t covered in this FAQ or you need additional support, please submit a HelpDesk request and our team will assist you.

👉 Click HERE to log in to your ClassLink account and submit a HelpDesk ticket in Eduphoria.

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