Troubleshooting

When a device experiences issues, the problem solving approach is called troubleshooting where the user attempts to identify where the issue stems from and follows procedures to resolve the issue. As devices may vary throughout each household, the troubleshooting tips and procedures below will only be for distributed district-owned devices.

Establishing Internet Connectivity

With the exception of distributed MiFi hotspot devices, Old Saybrook Public Schools is not responsible for any internet speed and performance issues within households. Any issues regarding internet speed and performance should be addressed to your ISP (Internet Service Provider).

The following steps show how to connect or reconnect to your desired wireless network.

HP Laptops on Windows 10 Operating System

  1. Along the bottom taskbar, click on the Wi-Fi icon on the right-side to show a list of available networks to join

  2. Identify and select your desired network name. Check the box for Connect automatically to have the device connect to the network automatically.

  3. Enter your network's security key/passcode if applicable and click Next. Once a network is added, you will not need to repeat this process unless you are attempting to connect to a new network.

iPad

  1. Under the Settings app, select Wi-Fi

  2. Make sure your Wi-Fi is toggled on so that the device searches for available networks to join

  3. Identify and select your desired network name.

  4. Enter your network's security key/passcode if applicable. Once a network is added, you will not need to repeat this process unless you are attempting to connect to a new network.


For families using distributed MiFi hotspot devices, please refer to the documentation provided on how to connect devices.

Logging onto Distributed Device

HP Laptops

When logging into HP laptops, students will use the following for their credentials:

Username: .\student

Password: student

This account does not need to be logged out of even if there are multiple users sharing the device.

iPads

Passcodes for iPads were provided upon distribution and should not be changed by users in accordance with Old Saybrook Public Schools' Student Technology Device Loan Agreement.

Managing Multiple Accounts on a Shared Distributed Device

When a device such as a desktop, laptop or tablet is shared amongst multiple users, issues may occur within web browsers (Chrome, Edge, Firefox, Safari, etc.) due to multiple users having signed into their accounts. As most web browsers tend to store data called "cookies" to enhance users' browsing experience, its memory may cause issues when different users' accounts are not properly managed. This may include login issues, landing on webpages not associated with a user's accounts and more.

A recommended practice when sharing a device is to have users log out of all their accounts on the browser and quit the browser before another user begins their session.

If multiple user profile accounts can be created to sign into the device, parents/guardians may be able to create individual profile accounts for each of their students.

To further avoid issues, it is helpful if a user can use one browser and the second (or third) user use a different browser. For example, Student 1 uses Chrome to sign into Google and Student 2 uses Firefox (a free browser that can be downloaded) to sign into Google.

If only one browser is available, there is something called an Incognito Window in Chrome or a Private Window in Safari and Firefox. To use an Incognito or Private Window, the first user would log into the browser normally. The second user would open a new private window by going to the toolbar and choosing incognito or private window. Then the user can sign into MS 365 or Google. This creates a separate environment and will not conflict with the first user's sign in.

Users will now have to manage the 2 separate windows and ensure that they are working in "their" window.

Reporting Defective or Damaged Distributed Devices

Please contact Michelle Berner by clicking here and provide her with the device's information along with details as to what the defect or damage may be.

Due to the increased number of positive COVID cases in our state and in our communities, Old Saybrook Public Schools’ IT Department is no longer distributing electronic devices, including laptops and MiFi hotspots. There will be no further device pick-ups scheduled at this time.

Shutting Down & Restarting A Distributed Device

A good practice to uphold a device's performance and conserve battery is to shut down the device after usage. Restarting a device may also help clear issues such as slow performance or network connectivity.

HP Laptops on Windows 10 Operating System

  1. Be sure to save any work that you may have done and close all applications

  2. Click on the Windows logo on the bottom left of your screen

  3. Select Power and options to put the device to Sleep, Shutdown or Restart will be displayed

  4. Select Shutdown to turn off the device completely (press the physical power button to turn back on) or Restart to have the device restart itself (device will turn off and back on by itself)

Click here for a video walkthrough.

iPads

  1. Locate the physical power button at the top of the device and the physical circular home button at the bottom

  2. To shutdown the device, hold down the power button until a "slide to power off" function appears on the screen. Slide your finger across the prompted area to the right and the iPad will begin powering down. To turn back on the device, press the power button and release it when the Apple logo appears on the screen.

  3. To restart the device, hold down on both the power button and home button at the same time. Release both buttons at the same time when the Apple logo appears on the screen.