Billerica Public Schools

Helpdesk - Public

The BPS Helpdesk will never ask for or need you to confirm your password. Be cautious of suspicious emails.

Hold the power button until all of the lights turn off. Then try turning it on.
If that doesn't work, then try a power reset: https://support.google.com/chromebook/answer/3227606?hl=en.

Make sure you are logged into and using your @billericak12.com account.
Make sure the Chromebook is up-to-date: https://support.google.com/chromebook/answer/177889?hl=en.
Restart/shutdown the Chromebook properly: https://support.google.com/chromebook/answer/3420029?hl=en.
Remove/uninstall unnecessary Chrome extensions: https://support.google.com/chrome_webstore/answer/2664769?hl=en.
Clear cache and cookies: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en. Make sure to select "All time" and restart the Chromebook after you clear cache and cookies.
You may need to power cycle (reboot) your wireless router and/or modem.

If the basic troubleshooting steps above does not resolve your issue(s) while using the Edgenuity website, you can contact their technical support team directly for further assistance: CustomerSupport@Edgenuity.com or 1-877-202-0338.

How to shut off the on-screen keyboard can be found at the bottom of this article: https://support.google.com/chromebook/answer/6076237.

Instructions on how to add a printer to a Chromebook: https://support.google.com/chromebook/answer/7225252?hl=en.
If you are trying to add a wireless printer, your wireless network must have "client isolation" turned OFF.

School issued Chromebooks can be factory reset. This should only be done as a "last resort" for troubleshooting purposes: https://support.google.com/chromebook/answer/183084?hl=en.
School issued Chromebooks will automatically re-enroll themselves to use district settings and configuration.

Make sure to use the full username, username@billericak12.com, or if it's a school issued Chromebook, then the @billericak12.com part will already be filled-in to the right.
Typically, the password is your child's student ID/school ID number. They use this number on a regular basis when using Chromebooks in school. They might know it by heart. Please have them try it.
If it is not working, you may verify it by logging into Aspen using your Parent Portal account. Please below about how to do that through Aspen.
If you have verified the student ID in Aspen and it still does not work, please reach out to the Helpdesk (helpdesk@billericak12.com) to have it reset to the Student ID.

Make sure to use the full username, username@billericak12.com, or if it's a school issued Chromebook, then the @billericak12.com part will already be filled-in to the right.
Typically, the password is your child's student ID/school ID number. They use this number on a regular basis when using Chromebooks in school. They might know it by heart. Please have them try it.
Sometimes middle school and high school students reset their password to something other than their student ID. If that is the case and their password is not working, you can reach out the Helpdesk (helpdesk@billericak12.com) to have it reset back to their student ID. When you do, note this as the reason for the password reset.

If you do not know your child's student ID/school ID, it is available on the Aspen Parent Portal (https://ma-billerica.myfollett.com).
You can find the school ID number by going to the Family tab (it will be listed under LASID or Local Identifier depending if you are viewing the mobile site or desktop site).
If you do not know your Aspen login information, please e-mail portalhelp@billericak12.com.

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