Technology Support

For Technology Updates - we are dedicating this page to some general technology information and supports. This page will be updated as new information becomes available. Thank you for your ongoing partnership in these unusual times.

Technology Resources for Families

During Hybrid Learning, we will continue to work to get educational devices and connectivity options into the hands of students and families to ensure teaching and learning can continue anytime, anywhere, to support teaching and learning to the greatest extent possible. While Onsite/Online hybrid instruction takes place, the San Diego Unified School District (SDUSD) will make available Chromebook laptop devices to students in grades TK-12 who may not otherwise have access to a computer at home. All devices will be on loan to families and are to be returned.

Need a Device?

For students needing a device for the 2021-22 school year, contact your school of enrollment.

Need Help with Student Device?

If your student already has a device that is not working or broken, please contact the Online Learning Support Line at (619) 732-1400. The support technician will troubleshoot the computer and if the issue cannot be resolved during the call, will recommend exchanging it at your school of enrollment.

Need Internet Access Assistance?

For assistance with internet access please call (619) 260-2460. Hours of operation are 7am – 5pm Monday thru Friday. Bilingual - Spanish agents are available if needed. Click here for more information.

Laptop Care and Use at Home

We always recommend that students:

  • Charge the laptop fully each night - it may also be used while plugged in

  • Use the laptop in a common area of the house - avoid using outside

  • Use the laptop on a desk or table - avoid using or leaving it on floors

  • Keep the laptop away from food, liquid, and pets

As the Chromebook laptop is District property, the Student Device and Use Agreement is in effect for the duration of the loan. All district settings and controls will apply. Student web content is filtered, but parents/guardians are ultimately responsible for monitoring the student’s use and browsing activity of the laptop.

Need help with your district Chromebook or Online Learning devices?

For technical support, call the Online Learning Technical Support Line at (619) 732-1400.

Hours of operation are 8 am - 5 pm, Monday - Friday.

Note: Many issues with Chromebooks can be resolved by restarting the device. Students and parents can refer to the resources provided on this page for easy to follow steps to resolve a majority of issues not related to damage.


Frequently Asked Questions (FAQ's)

Online Learning Device

  1. How can I pick up a Chromebook?
    For students requesting a device for the 2021-22 school year, contact your school of enrollment to schedule initial pickup.


  1. What do I do if my device is lost or stolen?
    Please contact your school of enrollment for a replacement.


  1. Do students get to keep district devices?
    Seniors and students not returning to the district will return their devices. All other students will keep their device over the course of the school year.


Internet Connectivity ( WiFi or Hotspot )

  1. How do I get internet access at home?
    Various internet service providers offer free or low cost internet connectivity options for households. Assistance for any family internet related issue is available by contacting the Internet Access Line, at (619) 260-2460, press option 1. For more information, view the Family Technology Support Flyer, found here.


  1. How do I apply for Cox's Connect2Compete special home internet programs?
    Applications can only be submitted online. Please visit www.cox.com/c2c. Scroll down the page and click the "Start" button to Check Eligibility and begin the application process.


  1. Can I just call Cox directly to apply for Connect2Compete home internet services?
    No. Please submit the application online through the Connect2Compete site, click here. For assistance with submitting the application, please contact the Internet Access Line, at (619) 260-2460, press option 1.


  1. How do I request a Mobile Hotspot?
    Please contact the Internet Access Line at (619) 260-2460, press option 1.


  1. How do I connect my Chromebook to WiFi at home?
    Power on the Chromebook. At the bottom right of the screen, click on the time clock, then click on the wireless network icon (upside-down cone shaped icon) and select your home WiFi from the list. Enter the password if prompted, and then click “Connect”.


  1. How do I connect my Chromebook to the Hotpsot?
    Please follow the steps outlined in the Connect Chromebook to Hotspot resource document.


  1. I can't connect to the internet, what do I do?
    Solutions differ depending on the type of network connection:
    - For home WiFi - Make sure your WiFi is on. Restart the Chromebook. If still unable to connect after restart, contact your Internet Service Provider (ISP).
    - For Hotspot - Contact Internet Access Line, at (619) 260-2460, press option 1.

Login / Access

  1. How does my student access their account using a home computer?
    Students can sign into their district Google account thru most any web browser by following these steps:
    a) Go to https://accounts.google.com
    b) Enter StudnetID@stu.sandi.net (for example 12345@stu.sandi.net). Click Next.
    c) On SDUSD login page, enter StudentID and Active Directory password. Click Sign in.


  1. What if I don’t know / forgot my child’s student ID number or password?
    Contact your child’s teacher or Online Learning Technical Support, at (619) 732-1400.


  1. I’m unable to log in with my child’s student ID number or password?
    Contact Online Learning Technical Support, at (619) 732-1400.


  1. What to expect when logging in with a district student login account on a personal device?
    Expectations differ depending on device type and web browsers being used:
    a) When using a Chromebook, district settings will apply, including web content filtering, ONLY while logged in with a district provided account. Personal accounts can still log into the Chromebook and will not receive district settings or web content filtering.
    b) When using a Windows/Mac, you can use any browser on a personal computer to access Google Classroom and other Google resources.
    - You don’t need to login to the Chrome browser to access school content.
    - District extensions and settings only appear if the user logs into the Chrome browser and turns on sync. Do not turn on Chrome sync if you do not want to link your personal computer Chrome browser to your district account.
    - Web content filtering will not be available regardless of whether sync is on or off. If you need to disable Sync please view the link: https://support.google.com/chrome/answer/185277


Applications

  1. How will students access lessons?
    Access to lessons varies by grade level:
    - Grades TK-2 will access lessons in Seesaw
    - Grades 2-12 will access lessons via Google classroom
    - Grades 6-12 could also use Google classroom or Canvas

If the classroom used Dojo or another platform before the school closure, the teacher may continue to use the same platform. For help please visit the Signing into Applications section.


  1. How do I access the materials provided for student reference during the closure?
    General questions about your school’s Digital Learning lessons and assignments should be directed to the teacher and/or school.


  1. Who do I contact if I have questions about digital lessons?
    General questions about your school’s Digital Learning lessons and assignments should be directed to the teacher and/or school.
    - Check your email for communication from the school or teacher.
    - Check the school's website.
    - Email your child's teacher and/or the school principal.


  1. Can my student access videos and other digital library resources?
    Yes. All K-12 students can remotely access digital library content (including videos) and database resources through Destiny when logged into their district student account. To view a quick reference list and descriptions of our K-12 Digital Resources, please click here (login required).


  1. How does Zoom work?
    Teachers set up a virtual class session. Then she/he emails and/or posts the Meeting link. To join the virtual classroom, students simply click on the Zoom link. Make sure students are signed into sandiegounified.zoom.us. If students are having problems joining a Zoom meeting that has been set up for authenticated users, have them follow these steps or watch this video tutorial.


  1. Can I still use PowerSchool Parent Portal to view my students attendance, assignments or other academic information?
    Yes. For more information please visit the PowerSchool Parent Portal site.

Chromebook / Chrome Browser

  1. What do I do if my student can't sign into the newly received Chromebook?
    Chromebooks need the internet to function. Please connect the Chromebook to the WiFi or Hotspot network before signing in for the first time.


  1. The Chromebook will not power on, what do I do?
    Plug the device into a power supply. Make sure device power light is on when plugged into charger. Hold power button down for a few seconds, then release. If device fails to power on, contact Online Learning Technical Support, at (619) 732-1400.


  1. Should I be concerned if another student's name appears on the Chromebook login screen?
    No. You can delete the profile if you wish by clicking the down arrow, then "Remove" next to the profile name you would like removed.


  1. Will my student be safe online?
    San Diego Unified has implemented a new cloud based-web filtering software for students called iboss. It allows the District to comply with the Children's Internet Protection Act (CIPA) and extends web filtering for student devices regardless of the location they are learning in. With the iboss cloud, security follows the student, and ensures that the same level of protection and compliance is applied to a student regardless of whether they are on campus or at home. All District distributed Chromebooks will have the web filtering extension installed on it, no action will be required from the students or school staff.


  1. What if the Chromebook gets lost/stolen or damaged?
    Please contact your school of enrollment to report the lost/stolen device and acquire replacement procedures. If the device is damaged, please contact the Online Learning Support Line at (619) 732-1400. The support technician will troubleshoot the issue and if it can’t be fixed during the call will provide information about exchanging it at one of the five Family Technology Support Center Locations.


  1. What is the typical battery life of the Chromebook?
    Chromebooks have an average battery life of 7 hours when fully charged. We recommend charging the Chromebook fully each night. However, we do expect that it will need to be plugged in more often when in use.


  1. Why can't I hear sound on my Chromebook?
    Please follow steps for No Sound from Headphones/ Speakers displayed in the Simple Chromebook Troubleshooting resource document.


  1. How do I enable Zoom on Chromebook?
    If prompted to add the Zoom App in Chrome, follow these steps:
    a) Click "Install from Chrome Web Store" button.
    b) On the new tab, click "Add to Chrome" button.
    c)
    On Add Zoom pop-up window, click "Add App" button.


  1. What do I do if the Chrome browser is slow, will not load pages, and/ or displays "404 Error" on web sites?
    Please follow steps for "Device Running Sluggish on Chrome Browser" displayed on the Simple Chromebook Troubleshooting resource document.


  1. Why does the Chrome browser / app keep asking for a username and password?
    This is typically related to an extension conflict specifically on the student account. Removing Chrome Extensions that are not for school use may help. Please follow steps for "Remove Extension in Chrome Browser" displayed on the Simple Chromebook Troubleshooting resource document.


  1. How do I enable the camera on the Chromebook?
    Click here for a quick tutorial. If the camera still does not work, follow steps for "Enable Camera / Microphone in Chrome" displayed on the Simple Chromebook Troubleshooting resource document.


  1. Is Google Play Store available on the Chromebook?
    No. Unfortunately, Play Store is not available on District Chromebooks.

Help Resources

  1. I've used all the resources provided but I'm still having issues with my Chromebook or other district device?
    Contact Online Learning Technical Support, at (619) 732-1400.

  2. Is support available after hours and on weekends?
    Unfortunately, weekend support is unavailable. Please use troubleshooting resources on this site or contact Online Learning Technical Support, at (619)732-1400, during normal hours of operation.

  3. Do I need a mask to visit a district Support Center?
    Yes, masks and adherence to social distancing protocols are required at all district facilities. All Support Centers are equipped to provide a mask, if necessary.