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)."
Submit a Tech Ticket
A tech ticket must be submitted for certain issues if you are unable to resolve it on your own.
Librarians cannot assist with the following:
Any account/password issues for neither students OR 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 (other than the WiFi password)
Printer drivers
Software downloads
Teachers may submit tech tickets for students only when they are experiencing account-related issues.
Anyone having device-related issues should follow the procedure outlined on this page. Teachers should NOT submit tech tickets for device issues, but rather follow the instructions outlined on this page.
Library Procedure for Device Issues
Teachers should NOT submit tech tickets for device issues, but rather follow the instructions outlined on this page.
Anyone having device issues should first attempt troubleshooting steps listed above under "Troubleshooting." Please do not contact the librarians until you have attempted to resolve issues on your own.
If issues continue after troubleshooting, 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. They can use loaners for classwork until issues can be addressed, or if a student has left their device 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.
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.