Chromebook Troubleshooting Tips

Use this page to find answers and solutions to common Chromebook questions and issues. 

1. My school Chromebook was lost, stolen, injured. Stop by the Learning Commons as soon as possible. This applies to lost chargers as well. 

2. When I try to log into my Chromebook, it asks me for my old password but my old password doesn't work. You can move past this screen by clicking "Forgot Old Password" and selecting "Proceed Anyway" on the next screen. If the "proceed anyway" option does not work--and on some devices it doesn't--click the time on the lower right of the screen, then click the power icon. Select "restart" and wait for the sign-in screen to reappear. This can take several minutes; please be patient as your device restarts. If the problem persists, bring your Chromebook to the Learning Commons and we'll perform a powerwash.

3. My password works for logging into a  Chromebook but not for ClassLink, Brightspace, or PowerSchool. If your password works for logging into the Chromebook, then it should work for all these platforms as well. Try clearing your browser history, cache, cookies and stored passwords. Entering the wrong one too many times will trigger a lockout, so please avoid the "try every password I can think of" approach. There's only one at any given time, and it's supposed to work for everything. 

As for ClassLink, make sure you're visiting our district's sign-in page:

launchpad.classlink.com/sccpss

4. I'm receiving a message that my account is locked. Your account should unlock automatically within 10-15 minutes. Show your teacher what's happening and wait it out, but do not try to sign back in until you've waited at least 10 minutes; repeated attempts can make the lockout longer. If the problem persists, come to the Learning Commons for assistance.

5. I don't know my password. Any of your teachers can provide your password. 

6. I think my password has been stolen/compromised. Let either Ms. Fuquea or Mr. Marks in the Learning Commons know; we can check your account to see if you're logged in anywhere you shouldn't be and sign you out of any unauthorized sessions. We can also submit a request to Tech Support to have your password changed.

7. I cannot log onto the school wifi on my personal Chromebook, tablet, or laptop. Guest devices must connect to the sccpss-hotspot network. After selecting this network, open a browser to access the login screen. It will be a yellow screen where you can enter your student username and password to be connected to the internet. Try clearing your browser history, cache, cookies and stored passwords if you are unable to login with your SCCPSS credentials.

8. I'm signed into my personal device, but I can't get stuff to open. Students using personal devices should ALWAYS be signed into Chrome with their student account, not a personal Google account. If you have linked accounts on one profile, the student account must be the primary. 

9. CK-Express spins for a long time.  When you try to load a page and you see this, there's nothing you can do but wait. Closing a tab and opening a new one will just reset the wheel, as will signing out and back in. CK will run on every separate Chrome extension as well. Keeping only one tab open, look for the Google Play Store icon and click it, then wait for it to load. For some reason, loading the Play Store will make CK work.

The good news is that once it runs successfully, it shouldn't do that every single time you try to load that page again UNLESS have to reset the student's account or their device.

10. I can't connect to public or home wifi networks on my school Chromebook. Security features of CK-Express sometimes prevent access to networks outside the school. Setting up a multifactor authentication (MFA) should resolve this issue. To set up MFA, 

• Go to My Account (microsoft.com). 

• Click on “Update Info” link in Security info section. 

• Click on “+ Add sign-in method“. 

• Click on “Choose a method” and choose one or both of the following options:  

  • Alternate Phone 

    • • Use Cell phone to receive and verify MFA

  • Email 

    • • Use your email to receive your MFA code.  

        • • Note: You must use an email outside the organization. 

11. I'm taking the SAT/PSAT; how do I install the software?  The good news is that you don't have to. Chromebooks come with certain apps pre-installed. On the sign-in page, click the Apps tab in the lower left of the screen and select Bluebook. You'll be prompted to sign in with your testing credentials when the app is done loading.