Chromebook and Tech Support

Getting Started with Your Chromebook

Here are some helpful resources for parents and students to help with student devices.

• Connect Chromebook to Hotspot

• Sign-In to Your Chromebook

• Chromebook Tips

• Simple Chromebook Troubleshooting

Laptop Care and Use at Home

• 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.

Chromebook Support: Need a device or repair?

Student Device and Password Troubleshooting: 619-732-1400

NEW! Hoover Cluster Exchange Center

The IT Support Site is updated with multiple videos/supports in multiple languages.

• The homepage has the family help hotline as well as the phone number for wifi support. The buttons across the top allow parents to:

  1. Explore how to sign in to a Chromebook as well as troubleshooting tips in multiple languages.

  2. Explore video tutorials on Clever, Seesaw, Classroom, Canvas, Meet, and Zoom in multiple languages.

Internet Support

Internet Support: 619-260-2460

For families needing help with internet issues or assistance with acquiring internet access.

Help Getting Online at Home

1. Various internet service providers offer free or low cost internet connectivity options for households. For more details, please see the Home Internet Access Flyer. Qualifying families are encouraged to apply for the Connect2Compete program to receive two free months of Internet service. For details and how to apply please visit Cox.com/Connect2Compete. For help filling out the application, please contact the Family Support Line at (619) 260-2460, press option 1.

   1. DO NOT have to provide Social Security Number

   2. DO NOT need to submit any additional forms

   3. SHOULD NOT be asked to pay for anything (Under no circumstances should students be charged or asked to pay for anything.)

   4. If students/families call Cox to register for Connect2Compete at 1-800-234-3993 (general Cox number), they need to be clear with the Cox representative that they are signing up for the free Connect2Compete option at the beginning of the call.

Zoom Troubleshooting

If students are having problems joining a Zoom meeting that has been set up for authenticated users, have them follow these steps.

Watch video tutorial below

Frequently Asked Questions (FAQ's)

Q: How do I connect my Chromebook to Wifi at home?

A: 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”.

Q: What do I do if my student can't sign into the Chromebook we just picked up?

A: Chromebooks need the internet to function. Please connect the Chromebook to the Wifi or Hotspot network before signing in for the first time.

Q: I can't connect to the internet, what do I do?

A: Solutions differ depending on the type of network connection:

• For home Wifi connection - Make sure your Wifi is on. Restart the Chromebook. If still unable to connect after restart, contact your Internet Service Provider (ISP).

• For Hotspot connection - Contact Distance Learning Support, at (619) 260-2460, for options to exchange devices.

Q: My Chromebook will not power on, what do I do?

A: 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 Distance Learning Support, at (619) 260-2460.

Q: Should I be concerned if another student's name appears on the login screen?

A: 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.

Q: I've used all of the resources provided but I'm still having issues with my Chromebook?

A: Contact Distance Learning Support , at (619) 260-2460.

Q: Who do I contact if I have questions about digital lessons?

A: General questions about your school’s Digital Learning lessons and assignments should be directed to the teacher and/or school.

1. Check your email for communication from the school or teacher.

2. Check the school's website.

3. Email your child's teacher and/or the school principal.

Q: How do I access the materials provided for student reference during the closure?

A: General questions about your school’s Digital Learning lessons and assignments should be directed to the teacher and/or school.

Q: What to expect when logging in with a district student login account on a personal device?

A: Expectations differ depending on device type and web browsers being used:

1. If 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.

2. If 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

Q: How does my student access their account using a home computer?

A: Students can sign into their district Google account thru most any web browser by following these steps:

1. Go to https://accounts.google.com

2. Enter StudnetID@stu.sandi.net (for example 12345@stu.sandi.net). Click Next.

3. On SDUSD login page, enter StudentID and Active Directory password. Click Sign in.

Q: What if I don’t know my child’s student ID number or password?

A: Contact your child’s teacher.

Q: I’m unable to log in with my child’s student ID number or password?

A: Contact Distance Learning Support, at (619) 260-2460.

Q: What if I need help with my Chromebook after hours?

A: The district currrently does not provide any after hours or home support. Please refer to the resources provided above in the Getting Started with your Chromebooksection on this page.

Q: What if the Chromebook gets lost or damaged?

A: Contact Distance Learning Support, at (619) 260-2460.

Q: What is the typical battery life of the Chromebook?

A: Chromebooks have a battery life of about 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.