Chromebook Troubleshooting Tips

IMPORTANT PHONE EXTENSIONS TO KNOW:

Lana Robinson @ Technology (#3050) -- she can unlock accounts and/or reset passwords. She can also help locate a technician for computer issues


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

UNKNOWN CHROMEBOOKS

If a student has left a Chromebook in your class, you can call Mrs. Greer in the library (#4101) and give the service tag # on the bottom of the device (this is the CDW-G barcode number) to look up. You can also email Mrs. Greer this number to look up as well.


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.

LOST CHROMEBOOKS

If a student has lost his or her Chromebook, then Tracy Montgomery (ext. 3052) can track it by using the service tag number on the bottom of the device. However, when he does this it will place the device in a "stolen item" holding program which virtually disables the Chromebook until he takes it out. A device in this "stolen item" program will not allow the user to log in, but will only show a traditional Google search page that doesn't work.

TECHNOLOGY WORK ORDERS

Any teacher can submit a technology work order for a Chromebook. To submit a work order, go to the Staff section on the main WISD website and choose "Technology Work Orders". You may need to sign in if you haven't submitted any work orders lately.


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".

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CHECK THAT THE LOGIN SAYS "@WEATHERFORDISD.NET" ... AND NOT "@WEATHERFORDISD.COM"

This issue started popping up around the 2nd week of school . For some reason, the Chrome OS will kick a student out of the GoGuardian management system -- when this happens the Chromebook reverts back to a login with "@weatherfordisd.com". This is a simple fix:


  1. The teacher will need to log in to that Chromebook first.
  2. 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".
  3. 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

The 7th grade Chromebooks should automatically connect to the OTO-WIFI (OTO is short for One To One). The WIFI-STUDENT network is for students to use with their personal devices.


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

When the Chromebooks connect to the OTO-WIFI, it should do this automatically...with no need to enter a password. However, we have encountered instances where students try to get back on the OTO-WIFI and asks them for the OTO-WIFI. Since there is NO password for this network, this generally means a call to Tracy Montgomery is needed (ext #3052) to check to see if the student has been bumped from the management system. A WISD technician may need to come out and work on getting the Chromebook back on the management system.

HOW TO CHANGE BACK TO THE ENGLISH LANGUAGE WHEN STUDENTS HAVE CHANGED IT TO ANOTHER LANGUAGE

https://youtu.be/cqgJbA5ByCU

FIXING A DISABLED TOUCHPAD

Basically you need to find disable/enable touchpad icon across the top row with the Function keys. It will look like the picture to the right. Click on it and then reboot the Chromebook to see if that fixes it. The below picture is a more thorough explanation from the Lenovo support site. You can click on it to get better instructions.
Big picture

CHROMEBOOK SCREEN STUCK SIDEWAYS

This is a pretty easy fix...watch the 30 second video below to figure out how to rotate the screen.
https://youtu.be/sqdCob1KW5I

WHEN STUDENTS GET THE GO GUARDIAN BLOCKED PAGE

When getting on the internet and opening a Chrome tab, if students encounter a page that has a dark gray background and a teal padlock this generally means they have been put in the "penalty box" for going to inappropriate sites or conducting inappropriate searches. The student will need to visit with one of the principals to determine why he or she was placed in the "penalty box" and for how long.

ELIMINATING EXTRA CHROME EXTENSIONS

You'll have noticed by now that most 7th graders have generously taken advantage of all the free Chrome extensions available to them; however, these additional extensions can sometimes "bog" down their device and make running some programs such as Canvas, or Nearpod difficult.


If students are having difficulty with running a program, you can check their Chrome extensions and possibly delete any extra ones. To do this:


  1. Open a new tab in Chrome
  2. Type in the top URL/search box chrome://extensions and click Enter
  3. It will show all of the extensions that are currently installed on that Chromebook.
  4. If any extension can be uninstalled, it will have a trashcan icon out beside it.
  5. 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.
  6. 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

In some situations where the Chromebook just doesn't seem to run right OR you get a message that the OS is not available or has errors, a "powerwash" may be the answer.


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


  1. Have student sign out of chromebook and completely shut down the device
  2. Press and hold Ctrl + Alt + Shift + r.
  3. Click Restart.
  4. In the box that appears, click Reset and have student sign in to Google Account.


Option 2: Reset using the Settings Menu



  1. Have student sign in to the Chromebook.
  2. Click their account photo.
  3. Click Settings .
  4. At the bottom, click Advanced.
  5. In the "Powerwash" section, click Powerwash.
  6. 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:


  1. Click CTRL-ALT-E
  2. Go through the steps on the screen.

OTHER ISSUES? GOOGLE IT!

If you ever have an issue with a student's Chromebook and a tip was not mentioned here to fix it, just Google the problem to see if you can find the answer. More often than not, you will find suggestions and how-to videos on fixing the problem.