Let's address the elephant in the room...It's okay to ask questions!
No one realistically expects you to know every answer. It's by our questions that we help each other learn to solve problems. You might feel silly asking what you think is a 'simple' question in the Teams Group, but you can almost guarantee someone else has the SAME question and you're really helping them, and the rest of the group.
I'm stuck...what next?
Let the student/LC know that you’re going to look into the problem further and then follow up with them. Make sure to get their contact info.
Step 1: Brainstorming is often a great way to work through tech issues. Post a description of the problem in the Teams Group and what you've tried and see what the IC think tank has to say.
Step 2: If you've exhausted other options, reach out to Trish (trweber@caliva.org or in Teams). CAASPP has tech staff dedicated to browser issues and she'll reach out to them for help.
Step 3: Find out who the student's teacher is and send an email (cc'd to Sarah Neuenschwander) to let them and their Admin Designee know the status of the problem. (The list of teachers and Admin Designees is in the 'Helpful Resources' at the bottom of the Home page.)
Step 4: Follow up with the family and teacher the next day and let them know the status (see the 'Keeping Important People in the Loop' suggestions above).
See Step 1 Above! :-)
Step 2: Put in a K12 Tech Ticket using the 'K12-Submit A Case' Link and include details about the problem, what you've tried, and any error messages and behaviors that are happening.
Step 3: Find out who the student's teacher is (ask the family or use the information in TotalView) and send an email (cc'd to Sarah Neuenschwander) to the Homeroom teacher and Admin Designee to let them know the status of the problem (see the 'Keeping Important People in the Loop' suggestions above). The list of teachers and Admin Designees is in the 'Helpful Resources' at the bottom of the Home page.
Step 4: Follow up with the family in 24 - 48 hours.
Step 5: If the family has not received a response or a resolution within 48 hours reach out to Trish (trweber@caliva.org or in Teams) for additional options.
Requesting Hardware
Depending on the situation, K12 may need to provide the student with a new computer. The family will need to make this request to them directly through the K12 tech support process. If families are having trouble reaching K12, CAVA Operations may be able to help. Reach out to Trish (trweber@caliva.org) for more information.