BEFORE you contact a librarian, visit, or send a student to the library for tech issues, please review the information below and attempt troubleshooting.
BEFORE you contact a librarian, visit, or send a student to the library for tech issues, please review the information below and attempt troubleshooting.
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.
Before you contact the library, please attempt all troubleshooting steps below to see if you can fix the issue yourself. Self-sufficiency is cool!
Please note that Chromebooks will only be replaced if the device's issue is significantly impacting the ability to use it or if the issue is a safety hazard.
Intermittent/ineffective touchscreen function does not usually warrant a replacement. Students can use their touchpad in most cases; if a curriculum requires touchscreen usage, students may be eligible for a replacement.
Have you tried...
Watching this troubleshooting video?
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?
Checking your keyboard settings?
If the keyboard seems to be "confused" (e.g., the letters that appear do not match the keys selected), 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)."
If you have attempted troubleshooting and your issues have not been resolved, please review the following information for next steps.
Tech Ticket
Teachers should NOT submit tech tickets on behalf of students for issues related to the functionality of the device itself. Since the librarians are unable to assist with the issues listed below, teachers are encouraged submit their own tech tickets and submit tickets for students experiencing the following:
Account/password/application issues, including:
Google/Gmail (student details are in PowerSchool under "Demographics")
PowerSchool (password reset has to be initiated by the student)
Classlink/Launchpad
Printer issues/driver installation
Phone issues
Network/WiFi issues
Software downloads or other updates requiring an administrator password
Procedure for Device Issues
Anyone having device issues related to the functionality of the device itself (not powering on, missing keys, etc.) should follow these steps:
Attempt the troubleshooting steps listed on this page under "Troubleshooting."
If issues continue after troubleshooting, students should complete the Tech Assistance Google Form.
Please do not visit the library or send students for device issues until they are summoned. When the librarians have time to address the device issue(s), students will be called to the library.
If a student's device is unusable, they should use a classroom loaner to submit the Google Form. Students should also use loaners for classwork until issues can be addressed, or if a student has left their device at home.
Try a Powerwash (requires WiFi password)
A "Powerwash" can fix many common operational issues on a Chromebook, but requires the WiFi password to be entered as the final step. Only attempt a PowerWash if a staff member can input the password for you on the spot.
Sign out of your Google account
Hold CTRL+ALT+SHIFT+R until a new screen pops up
The screen should say, "Reset this Chromebook."
Click the Powerwash button, then select "Continue."
When the Powerwash is complete, click "Get started." You will have to input the WiFi password to reconnect.
Students: Ask your teacher to input the WiFi password.
Staff: If you do not know the WiFi password, you can call or email the librarians. Please DO NOT share the WiFi password with students.