Chromebook Troubleshooting

Please follow the steps below if you want to try to address the problem in your classroom before involving me

For additional assistance, please email william.branon@pisd.edu with explicit clear details about WHO is having the issue (staff member name, student name and/or student id #) and WHAT the issue is (not "chromebook no work please help" but instead "Student dropped chromebook from desk and the screen is cracked")

Question 1: Is it charged / charging? Please follow the attached guide

Question 2: Is it already on or does it need to be turned on? (check the power button's light and read the instructions in this section)

If it is on, but the screen is solid black, please follow the instructions for a frozen chromebook screen listed on my tech help guide:

If a chromebook is ever in a "zombie"/frozen state where it has power but wont load anything, try "Press Esc + ⟳ + Power for about 5 seconds" and that should try to load up the reimaging/powerwash menu and that has an option to shut it off. After that, you just need to power it on and it usually works after that.

Question 3: Is it on the PISD sign-in screen with the PISD Logo or not?

If you can see the normal PISD log-in screen, select "PISD Network Login" and the student signs into their account.

If they are not on the normal sign-in screen, this is when you should let me know and DO NOT tamper with it. If they are on any log-in screen other than the usual, that means they factory-reset the device and told Google that it is a personal device and not PISD property which removes all access to PISD software and testing apps.

Question 4: WIFI Issues

Try PISDGuest first. There is no password on it and any chromebook that is connected to that will then load the correct configuration for the rest of the network. If no options are showing up, please restart the chromebook, wait a few minutes and then let me know if nothing has loaded after 3-5 minutes. Usually the students just need to be patient while the chromebook's wifi card finds the nearest wifi extender around the building to connect to.

Question 5: "Not Authorized to Use This Device"

If a student is getting this error message, send helpdesk (tsos@pisd.edu) an email with the chromebook's 7 digit barcode #

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