Chromebook Troubleshooting Tips
IMPORTANT PHONE EXTENSIONS TO KNOW:
MJ McDaniel @ C & I (#3057) -- if you are having program issues with Canvas, Pathblazers, STEMscopes, etc.
Tracy Montgomery @ Technology (#3052) -- if you are having issues with a student connecting to the WIFI network
If you can't reach me, then call Trace (#4107) because he has access to the same Google sheet and can look up to see who it belongs to.
TECHNOLOGY WORK ORDERS
REASONS FOR SUBMITTING A WORK ORDER:
1. Chromebook not turning on even when plugged in.
2. Issues with connecting to the OTO-WIFI
REASONS FOR NOT SUBMITTING A WORK ORDER:
1. Screen is scrambled. This is a STUDENT DAMAGE issue and the Chromebook needs to be brought to either Mrs. Greer in the library or Mr. Craft so a student damage form can be completed.
2. Chromebook won't turn on, but there is visible damage to the device. This is STUDENT DAMAGE so would need a student damage form completed.
WHEN SUBMITTING A WORK ORDER:
Not sure how to word the problem? Below are suggestions based on what I use when submitting a work order for a 1:1 Chromebook.
1. Summary: "chromebook issue" (this is the title I typically use)
2. Description: just describe the problem with the Chromebook. I also will put the first initial and last name of the student just to keep track of which work order is for which student
3. Choose "Tison"
4. Provide your room # -- if you'd rather leave the Chromebook in the library after placing the work order just type "library" for room #
5. Provide phone ext # -- you can provide your number or Mrs. Greer's if leaving the Chromebook in the library (#4101)
6. If you want them to come work on the Chromebook at any time during the school day, check the box "availability during classtime".
CHECK THAT THE LOGIN SAYS "@WEATHERFORDISD.NET" ... AND NOT "@WEATHERFORDISD.COM"
- The teacher will need to log in to that Chromebook first.
- Once the teacher is logged in, it will go through a series of dialog boxes -- you don't need to change anything on these boxes...just click "Next".
- It should then revert back to the "@weatherfordisd.net" login
THE CHROMEBOOK IS HAVING TROUBLE CONNECTING TO WIFI
Connecting to WISD-STUDENT network instead of OTO-WIFI
If they try to log in to the WIFI-STUDENT, it will ask for the WISD-STUDENT password which is WISD-STUDENT (all caps with dash in the middle). It will then open up the WISD BYOT page where the student will need to log in with his or her username (w/o the "@weatherfordisd.net") and password. This will get them connected to the WISD-STUDENT network, but using the WISD-STUDENT network is a nuisance because it will continually ask students to re-log in to that BYOT page every so often.
Sometimes logging in to the WISD-STUDENT network and then logging in to their Google drive will put them back on the OTO-WIFI network when they reboot their device. If they don't eventually get connected to the OTO-WIFI network, it might mean their device has been "kicked off" the district management system -- call Tracy Montgomery (ext. #3052) at the WISD technology office to investigate why they are not connected to the OTO-WIFI.
OTO-WIFI asks for a password
HOW TO CHANGE BACK TO THE ENGLISH LANGUAGE WHEN STUDENTS HAVE CHANGED IT TO ANOTHER LANGUAGE
FIXING A DISABLED TOUCHPAD
CHROMEBOOK SCREEN STUCK SIDEWAYS
WHEN STUDENTS GET THE GO GUARDIAN BLOCKED PAGE
ELIMINATING EXTRA CHROME EXTENSIONS
If students are having difficulty with running a program, you can check their Chrome extensions and possibly delete any extra ones. To do this:
- Open a new tab in Chrome
- Type in the top URL/search box chrome://extensions and click Enter
- It will show all of the extensions that are currently installed on that Chromebook.
- If any extension can be uninstalled, it will have a trashcan icon out beside it.
- Look for obvious extensions to delete...such as "cute kitten background" or "GAMES GAMES GAMES!" These are extensions that can be the reason some programs are not running.
- Some extensions are not able to be deleted -- these are usually ones that have been loaded by the district and will have a building icon.
"POWERWASH" THE CHROMEBOOK
This is basically returning the Chromebook to its factory settings. As long as the student has saved important documents in his or her Google drive, restoring the Chromebook to factory settings will not erase anything in the Google drive.
There are several ways to "powerwash" the Chromebook.
Option 1: Reset using shortcut keys
- Have student sign out of chromebook and completely shut down the device
- Press and hold Ctrl + Alt + Shift + r.
- Click Restart.
- In the box that appears, click Reset and have student sign in to Google Account.
Option 2: Reset using the Settings Menu
- Have student sign in to the Chromebook.
- Click their account photo.
- Click Settings .
- At the bottom, click Advanced.
- In the "Powerwash" section, click Powerwash.
- In the box that appears, click Restart and have student sign in with their Google account.
AFTER POWERWASHING THE DEVICE
You will need to re-enroll the student into the WISD 1:1 enterprise system. To do this, just:
- Click CTRL-ALT-E
- Go through the steps on the screen.