Technical Support, Guidelines & Resources

Login Issues:

1. What should I do if I cannot log into my computer?

A: Make sure you are typing your password correctly. If your account is locked, email HPK@ksbe.edu

2. What should I do if I cannot log into Canvas?

A: Make sure you are typing your password correctly. If your account is locked, email HPK@ksbe.edu

3. What should I do if I cannot log into Google?

A: Make sure you are typing your password correctly. If your account is locked, email HPK@ksbe.edu

4. What should I do if I cannot log into my email?

A: Make sure you are typing your password correctly. If your account is locked, email HPK@ksbe.edu

Internet Issues (off campus):

1. Why canʻt I browse any websites on my home wifi?

A: Make sure global protect is connected, there should be a black shield on the globe icon in your toolbar.

2. What is global protect and why is it on my computer?

A: Global protect allows your computer to be on the KS network at all times. This allows filtering of the internet connections to protect you from inappropriate sites as well as malicious software.

3. Why is my internet slow?

A: Many things can affect internet speed including your home internet service, site traffic and even your computer. Restarting your home wifi router and rebooting your laptop may help but sometimes you may need to try again later.

4. Why wonʻt my wifi connect when Iʻm on campus?

A: If you let the battery die while at home then come to campus, the clock on your laptop may have been reset. Stop by the HPK when on campus so we can reset the date and time to allow you to connect to the campus wifi.

Computer or Charger Issues:

1. What do I do if my computer does not turn on?

A: Make sure the computer is charged and your power adapter is working. If it still doesn't turn on, notify HPK via email at hpk@ksbe.edu.

2. What do I do if my screen is all white or cracked and I cannot see whats on it?

A: This is an indication that the screen is bad or has been damaged. Email hpk@ksbe.edu to get a replacement computer.

3. My fan is running loudly all the time, how do I get it to stop?

A: Make sure nothing is blocking the air vents along the rear hinge of your laptop. Close any apps/tabs that you are not using to free up resources so the laptop doesn't need to work as hard. If the fan is still running, restart the computer. If all else fails, email hpk@ksbe.edu.

4. What should I do if I spilled water/liquid on my computer?

A: Dry off as much liquid as possible and allow the laptop to dry out for 24 hours before connecting a charger or attempting to turn it on. Notify hpk@ksbe.edu for further direction.

5. What should I do if my pets chewed on my charger cord?

A: Notify hpk@ksbe.edu to obtain a replacement. Do not throw anything away, we will need the broken charger to be turned in before you can get a replacement.

6. What should I do if my charger is overheating or getting so hot I cannot touch it?

A: This condition can indicate a short circuit or defective charger. Unplug the charger and notify hpk@ksbe.edu to obtain a replacement.

7. What should I do if I lost my charger?

A: You will be charged a replacement fee for lost items. Notify hpk@ksbe.edu to obtain a replacement. Replacement charges will need to be cleared by the end of the school year.

8. What should I do if my charger was stolen?

A: Items stolen off campus will require a police report to avoid replacement charges. Items stolen on campus will need to be reported to campus security to avoid replacement charges. Notify hpk@ksbe.edu to obtain a replacement.

9. What should I do if my computer was stolen/lost?

A: You will be charged a replacement fee for lost items. Notify hpk@ksbe.edu to obtain a replacement. Replacement charges will need to be cleared by the end of the school year. Items stolen off campus will require a police report to avoid replacement charges. Items stolen on campus will need to be reported to campus security to avoid replacement charges.

10. What should i do if my battery does not hold a charge or dies really fast?

A: Email hpk@ksbe.edu to get your laptop replaced. We cannot fix battery issues so laptop must be sent to Apple to get fixed, a replacement computer will be issued to minimize down time.

11. How do I fix my clock if the date and time is incorrect on my laptop?

A: If you are at home, simply connecting to your home wifi will allow the computer to automatically set the date and time by itself. If you are on campus, you will need to stop by the HPK office to get it reset manually.

12. A key fell off my keyboard and I lost it, what should I do next?

A: Notify hpk@ksbe.edu . A replacement computer will issued if the key cannot be fixed in person. You can also opt to just keep the computer as is if the key still works.

Software help (General)

1. Why is my Adobe asking for license key or saying my trial has expired?

A: This means you are not signed into creative cloud. Open creative cloud app and sign into it using your KS email and password. Once signed in, you should be able to install, update and run all adobe apps.

2. Where is iMovie, I cannot find it?

A: iMovie is located in the self service app. Open self service and look for iMovie and click on the install button. Download and install can take up to 30 mins so be patient and leave the computer on until it completes.

3. I need special software for my class, how do I get it installed?

A: Special software needs to be requested by a teacher. Teachers submit requests and after its approved it will be made available in self service. You will be notified when its available. This process can take up to 2 weeks to plan accordingly.

4. I cannot log into Flip Grid or other sites using my school google account, how do I fix this?

A: Update Chrome from self service and restart chrome and try it again. An alternative fix is to open FlipGrid in Safari instead.

5. I am taking classes from ASU or GCU and need their lockdown browsers to take quizzes and tests, how do I get this on my laptop?

A: Contact hpk@ksbe.edu to have the correct version scoped to your laptop in self service. In some situations, you maybe required to bring the laptop in to the HPK to have it installed manually.

Zoom Help

1. Zoom is saying I need an administrator login to fix my audio, how do I fix this?

A: This is a common Zoom bug that can be fixed by updating Zoom from self service then restarting your laptop.

2. My Zoom passcode doesn't work! I know its correct, how do I get into my class?

A: Update Zoom from self service then restart the laptop and try it again. If that still doesn't work, you can always use the “join from browser” link when you join a Zoom meeting. This runs Zoom within the web browser and should allow you to login.

3. Zoom is saying I need to update, how do I update Zoom?

A: All software, including Zoom, can only be updated via Self Service. Open the self service app and search for Zoom, then click on “install”,

4. What do I do if my camera isnʻt working in Zoom sessions?

A: First thing to try is update Zoom from self service then restart the computer. If after restarting the camera still isnʻt working you will need to email hpk@ksbe.edu to get it repaired/replaced,

1. Go to System Preferences…

2. Click on Printers & Scanners icon

3. Click on the plus (+) symbol under Printers.

4. Click on the IP icon on the top left

5. Type in the printer name in the address box (Printer name is on a label on the printer)

6. Select the Protocol information “Line Printer Daemon - LPD”

7. In the Use: box, drop down to Select Software…

8. Under Printer Software, select Xerox Phaser 6600DN, 3.50.0 Select OK

9. After all information is inputted, select Add

10. Classroom printer should now be added to your list.