General Troubleshooting
(Clearing Cache, managing Cookies, resetting a Chromebook, submitting Help Tickets & other tips)
Embedded Files
NOTE: MINECRAFT USERS PROFILE WARNING!
Do not powerwash or remove a user profile from a Chromebook without first backing up the student's Minecraft world!
NOTE: MINECRAFT USERS PROFILE WARNING!
Do not powerwash or remove a user profile from a Chromebook without first backing up the student's Minecraft world!
Powerwashing or removing their profile will permanently delete their files and they are not recoverable.
(see below for more details)
SYMPTOMS
SYMPTOMS
Troubleshooting steps listed on this page can cure many problems, which include, but are not limited to:
Content is not loading properly.
Menu options are not appearing or not working.
Students are missing from a roster.
Assignments are not appearing for students or teachers.
You can't log into an account.
A menu option isn't loading and/or responding to a click.
Minecraft issues
TROUBLESHOOTING STEPS
TROUBLESHOOTING STEPS
If the issue is regarding a student accessing eCurriculum or not listed on a roster in an eCurriculum platform, make sure the student or teacher is properly rostered in Infinite Campus. Keep in mind that changes made in IC won't show up in Clever, Savvas, etc. until the following day.
Check if the problem is following the user from device to device.
Try a different Chromebook
Try a Windows device
Clear the browser cache. https://go.fcps.net/ClearBrowserCacheSteps
Try clearing the sync data with the instructions here (the button in the last step will say "Clear Data"):https://support.google.com/chromebook/answer/2914794
Other tips for managing cookies (for example, allowing cookies for specific sites).
Check if there are any suspicious extensions and try disabling them. (This does not apply to student Chromebooks.)
Powerwash, aka factory reset, the Chromebook. (Your STC can help with this).
Submit a ticket (link to incidentIQ) or call 859-381-HELP (4357).
Ticket Submitting Tips
Ticket Submitting Tips
If you're submitting a ticket for someone else, enter the ticket as "on behalf" of them. (See the short tutorial below for instructions on how to do this.)
When referencing other people, include their first name! For example, instead of "Ms. Doe" put "Jane Doe".
If an issue is affecting several people, list a couple names and an approximate number.
Don't say "everyone" has the problem unless it really is everyone. "Everyone" leads to a different set of troubleshooting steps than "some". Saying it's "everyone" when it's not will delay a resolution.
You can submit tickets by going to incidentIQ or by calling the help desk at (859) 381-4357 (HELP).
When submitting a ticket, include a screenshot and/or video when possible. You can do this manually or with the tools provided in the ticket. See the links below for instructions on how to take screenshots in different operating systems. The picture shows where you can do this from inside the ticket.
ODDS & ENDS
ODDS & ENDS
Manage Chromebook's language settings.
Change the device's language.
Add or remove web content languages.
Turn translation suggestions on or off.
REMOVE USER PROFILE & MINECRAFT WARNING
REMOVE USER PROFILE & MINECRAFT WARNING
Power washing or removing a user profile from a Chromebook is a very effective way to solve problems. Note that these steps will delete files stored on the Chromebook including Minecraft worlds. Please verify with the student If they use Minecraft and have backed up the file to their Google Drive, OneDrive, a flash drive, etc. You can save files from a Chromebook by following instructions here.
Steps to remove a profile:
Log out of the Chromebook.
Click the down arrow next to the user's name.
Click "Remove Profile".
To Powerwash a Chromebook, either seek support from your STC or submit an IIQ help ticket.
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