Please do not contact a librarian or visit/send a student to the library for tech issues until you/your students have reviewed the information below and attempted troubleshooting.
Please do not contact a librarian or visit/send a student to the library for tech issues until you/your students have reviewed the information below and attempted troubleshooting.
Please do not contact a librarian or visit/send a student to the library for tech issues until you/your students have reviewed the information below and attempted troubleshooting.
Chromebooks will only be replaced if the device's issue is significantly impacting the ability to use it (missing keys, defective touchpad, etc.) or if the issue is a safety hazard (exposed wires in charging cable, broken screen, etc.)
All students (except for first-year freshmen) receive a used device. Quality of used devices vary. The following issues are commonplace and do NOT warrant swapping a student's current device for a different one, so please do not send them to the library for these issues:
Grime, stickers, markings, etc.: Students are encouraged to remove cases and clean devices with electronics-safe products on their own.
Minor cosmetic damage, such as a scuff or bubble in the screen
Minor damage to the device's case
Intermittent or ineffective touchscreen function: Students can use their touchpad in most cases; if a curriculum requires touchscreen usage, students may be eligible for a replacement.
If a student is worried about being charged for an issue that does not necessarily warrant a replacement, they may email the librarians within the first two weeks of school to have a note added to their account stating that the device was received in such condition.
Submit a Tech Ticket
You or your teacher must submit a tech ticket for some issues if you cannot resolve it on your own. Librarians cannot assist with the following:
Librarians cannot assist with the following issues:
Any account/password issues for students AND staff, including:
Google (student details are in PowerSchool under "Demographics")
Classlink
PowerSchool (password reset has to be initiated by the student)
Phone issues
Network/WiFi issues
Printer drivers
Software downloads
Library
If a device issue is not listed at left, students should attempt troubleshooting by watching the following video and following directions.
If issues persist, students should complete the Tech Assistance Google Form (linked below).
If a student's device is not functional, they must use a teacher's classroom loaner to submit the Google Form. Every teacher has a loaner Chromebook. These loaners can be used if the student's device is left at home.
Students will be called to the library when the librarians have time to address the device issue(s). Please do not visit the library or send students for tech issues until they are called.
Before you contact the library, please watch this Troubleshooting Video and read below to see if you can fix the issue yourself. Self-sufficiency is cool!
Have you tried...
Watching the troubleshooting video shared with students and staff?
Powering the device completely off and back on at least once?
Trying another charger/outlet?
Clearing your Chrome cache & history?
Asking a nearby staff person if they know how to fix it?
Keyboard Settings
If the keyboard seems to be "confused" (e.g., the letters that appear when typing do not match the keys they are pressing), make sure the keyboard is set to "English (US)." This can be set by clicking the time display in the bottom right corner of the Chromebook login screen, then "Keyboard" and setting to "English (US)."
After troubleshooting on your own, if you are still having issues, or are having issues that were not mentioned above, please fill out the following Google Form to request help with technology.
Do NOT come to the library until you are called.