Frequently Asked Questions
Device is NOT Working:
QUESTION: I have a student that is reporting that they are having tech problems with their JCPS device. Should they request another device?
ANSWER: NO. Please do not request a new device through the Device Assistance Program. First, reach out to Amy Thornton by visiting the Tech Help @Brown to see if the issue can be fixed. Then, if the device needs to be switched out at school, arraignments will be made to do that. The Tech Help @Brown website is also linked off of Brown's homepage under PARENT and STUDENT.
QUESTION: My student says they are using a personal device but it doesn't seem reliable, and they continue to have problems. Can they request a JCPS device?
ANSWER: YES! If a student in your class still does not have a reliable JCPS device please ask them to request one here DEVICE ASSISTANCE PROGRAM.
A Brown School Device Assistance Team member will be at the front desk of the school from 8:00-2:30 Tuesday, Wednesday , and Friday when school is in session.
Chromebook Times Out:
QUESTION: Student are reporting Chromebook are closing out all their documents when they shut the CB. **Previously, BEFORE NTI 2.0 - they could shut it, and come back to it and their docs would be there - now they aren't and they think this is something that has been recently pushed through. They checked in their settings, but they aren't authorized to do anything.
ANSWER: Due to Chromebooks being off-campus now, this is a security feature to ensure a student’s account is unable to be compromised. If a Chromebook were to go missing/stolen – without this security feature a student’s account would be logged into and available for nefarious activity. The account is logged out of after 5 minutes (only option is 3 or 5 minutes) of inactivity or when the lid is closed.
QUESTION: Every time the laptop times out or is closed, we lose all our open tabs and they're replaced with the two default tabs. This is *super* frustrating, as we often have several tabs open relevant to one task, such as the classwork tab, the specific assignment tab, 1-3 attachments, a web app, and another tab where we might be recording the work. When we timed out in the middle of a challenging math assessment, we had to start over from the beginning...twice. Is there any way to save our open tabs and/or set a longer timeout window?
ANSWER: Look for an extension called “Keep Awake at the top right-hand corner, and make sure to change the “moon” icon at the top to either “sun” or “sunset”. The sun icon means that the screen will be kept on. The moon icon means that the Chromebook will time out in 6 minutes. (the system will behave the same way that it would if the extension were not installed) The sunset icon is a middle ground: the system will avoid sleeping (as described above) but the screen will still turn off.
Infinite Campus Issues:
QUESTION: User is reporting they can't get into their Student Portal account.
ANSWER: They may need their password reset. Have the student reach out to Amy Thornton through LIVE Help or Report a Problem .
Microsoft Teams on a Chromebook :
⭐LINK Microsoft Teams Meeting Resources
QUESTION: Users are saying the app or website keeps crashing on a Chromebook.
ANSWER: Please complete all updates. Including the Chrome browser, and restart the machine.
QUESTION: On a Chromebook, student are reporting the video is not working. They can hear the meeting but they only see green on the screen.
ANSWER: The Chrome browser needs to be updated.
Microsoft Teams on an iPad :
⭐LINK Microsoft Teams Meeting Resources
QUESTION: Users are saying the app or website keeps crashing on a iPad.
ANSWER: 9/3/2020 Please complete all the iOS updates and restart. <Settings> <General> <Software Update>
Miscellaneous Questions:
QUESTION: There's no clock/timer app, and it appears that we are blocked from adding one from Chrome web store. Setting alarms to remind my child when she needs to join a class meeting would be immensely helpful as I try to keep two kids logging on and off all day. Is there an alarm somewhere that I'm overlooking or one that we can add?
ANSWER: JCPS controls what apps are pushed to the Chromebook. However, I really like the timers on this website https://app.classroomscreen.com/, and there is nothing to download or login.
Don't see your question here please contact andrew.paige@jefferson.kyschools.us