MSD19 e-Learning Portal

Follow these suggestions that fix many troublesome issues:

• Many issues are solved by fully shutting down the Chromebook and restarting—the process takes just 30 seconds. Although closing the lid looks like it has shut down the Chromebook, it has really just gone to sleep. You will need to click on the bottom right where the time and power level are displayed to bring up logout and power options. If you hover the mouse over the various icons, it will give the name. Click on the Power button.

• Very rarely, the Chromebook may freeze or become locked on a blank screen (you may see a slight glow on the black screen, though). Holding down the physical Power button on the Chromebook for approximately 30 seconds will do a hard reset (on some models it's on the keyboard while others may have it on the side).

• For more persistent glitches or software issue, hold down the Refresh button (top row) and Power button at the same time. This will reset the Chromebook hardware.

• If there is a physical issue with the Chromebook or charger (e.g., won't charge or turn on after troubleshooting) we have a process for exchanging or getting tech help. If the student attends the middle school or high school, please have them visit the Chromebook Service Center. If the student attends an elementary school or is currently utilizing distance learning, please submit a Help Desk ticket from the Menu options. Keep in mind almost everything can be done on any other electronic device, and if you have multiple students attending our District, any Chromebook will work for any student as long as the student uses his or her own login.

• Under no circumstances should MSD19 devices be taken to an outside vendor for repair. Each device has warranty and accidental damage coverage; if any third party, including the student or family, take the Chromebook or iPad apart, the warranty is voided and the family will be charged for a replacement.

• If there is a Chromebook or iPad issue after hours, students have the ability to log in to their school Google account on any other device to complete work. Please notify the teacher, as well, so the resolution and repair process can begin.

• If the device goes missing, please notify the classroom teacher immediately. Once the building technician has all relevant information from the classroom teacher, the device can be reported lost or stolen and will ping when in use.

• All troubleshooting and reporting should take place in the Chromebook Service Center (CSC). Under no circumstances should MSD19 devices be taken to an outside vendor for repair. Each device has warranty and accidental damage coverage; if any third party, including the student or family, takes the Chromebook apart, the warranty is voided and the family will be charged for a replacement.

• If there is a Chromebook issue after hours, students have the ability to log in to their school Google account on any other device to complete work. Please bring the Chromebook to the CSC first thing in the morning.

• If the device goes missing, please notify the CSC immediately. The device can be reported lost or stolen and will ping when in use.