FAQ's

Q: I don’t know my Wake ID password. What do I do?

A: Any teacher at your school can reset your Wake ID password for you. If you can not reach any staff at your school, you can call our Remote Learning Help Desk at 919-694-8100 or submit an online request at StudentTechHelp.wcpss.net

Q: I received a (Chromebook/iPad) from my school, and it doesn’t work (it won’t charge, doesn’t turn on, etc).

A: Please call our Remote Learning Help Desk at 919-694-8100 or submit an online request at StudentTechHelp.wcpss.net

Q: I get "You can't join this call" when trying to join a Google meet.

A: The teacher will need to add the student back into the meet. Email the teacher or Mrs. Cavaco (lcavaco@wcpss.net) and ask to be added to the meet.

Q: What is Zscaler? (and why am I being asked to sign into your company's security service?)

A: WCPSS uses an Internet filter called Zscaler to block inappropriate websites while students use their WCPSS account. We are required by federal law to filter content on any district device. Your student may be prompted to sign into Zscaler. If so, they should use their full WCPSS WakeID (e.g., wakeid@students.wcpss.net) and follow the on-screen prompts. The filter is only enabled when the student is logged into the Chrome browser or Chromebook with their WCPSS account. It will stop filtering when the student logs out of their WCPSS account.

Q: We have Google Family Link set up on our student’s personal Chromebook. We are unable to add our student's WCPSS account because of Family Link. How can we access our student’s school work?

A: The ability to use the district's Google Classroom and other online resources are tied to the student's WCPSS user account. If you are using Family Link, you must add a person (student WCPSS account) to the Chromebook. When logged into the school account, Family Link will not work. Once school work is complete, they can log back into their personal Google account connected to Family Link. To add a person (to have both your school and personal accounts loaded), follow these directions: https://support.google.com/chromebook/answer/1059242

Q: My personal Google account is signed in to the Chrome browser, which creates an account conflict when the user goes to WakeID and clicks on Google Classroom. (Google Classroom videos/assignments won’t open.)

A: You have two possible options:

• Open an “Incognito” window while working on school work. Go to File then click New Incognito Window.

• Add a new profile to Google Chrome for your WCPSS account to use while working on school work. See https://support.google.com/chrome/answer/2364824 If you are using a Chromebook, you can add a person (to have both your school and personal accounts loaded. If you are using a personal Chromebook, you can add a person (to have both your school and personal accounts loaded). WCPSS Chromebooks can only be used with WCPSS Google accounts.

• Watch this video for how to add your Wakeid as a user on the chrome browser:

https://drive.google.com/file/d/17p9StYfqMQoNNdM6mzUtY9PlEHcuEzUb/view

https://support.google.com/chromebook/answer/1059242

Q: I don’t know how to turn in assignments in Google Classroom. Can you help?

A: Information on how to turn in assignments in Google Classroom can be found at: English | Spanish

Q: I need my student’s email address. Does my student have an email?

A: Elementary students do not have email. Sometimes you will need their google account which looks like an email to access certain things. wakeid@students.wcpss.net