Managing the 1:1 Classroom

Basic Trouble Shooting for Teachers

Basic Troubleshooting for Teachers:

The 3 Rs for Teacher Troubleshooting …

-Refresh

  • When teachers or students encounter an issue where a website appears to be non-responsive they should refresh the window using the refresh symbol in the top of the browser.

Internet Explorer: Chrome:

-Reload …

  • When teachers or students encounter an issue where the device appears to be non-responsive, the program or application causing the error should be closed.
  • If the program will not close then you can force close the program by right clicking on the icon in the task bar and selecting close window.
  • If the program is still non-responsive, open the Task Manager by right clicking on the task bar. From the Task Manager window select the program you wish to close and select End Task.

-Reboot …

  • If a computer remains unresponsive, or students and teachers have encountered other errors in which a computer seems to be malfunctioning, the computer should be shut down by selecting the power symbol from the task bar and selecting Restart. Shut Down will not necessarily reset issues.
  • Once the computer has been shut down, let it sit for a few minutes and then restart the computer. Once restarted often times the issue will be resolved.

Common Log On Errors …

-Username and Password Issues

  • Error: The user name or password is incorrect.
  • Problem: This is not a problem with the computer or the student log in information. This comes up when a student has not typed his/her information correctly.
  • Solution: Have student retry entering information again. If problem persists, check the following:
  • Check that student is entering his/herBCPS Internal Password.
  • Check that student is correctly identifying the difference between the # 0 and the letter O in user names.
  • Check that student is correctly identifying the difference between the # 1 and the letter l in user names.
  • Check that student is entering the first letter of the password as a capital letter.
  • Check that there are no blank spaces before the student user name.
  • Try typing the password in the username field, to see what you are typing in order to make errors more visible.

-No Log On Servers Error

  • Error: There are currently no logon servers available to service the logon request.
  • Problem: The computer is having difficulty establishing a connection to the network. This could be the result of poor wireless signal or a loss of wireless connection.
  • Solution: Have student try logging on again. If problem persists, check the following:
  • Have the student wait a minute and try again. The Revolves boot very quickly, and it takes a minute or two to establish a connection.
  • Check the wireless icon in the lower left. If it looks like this (picture needed), click it, choose BCPS-SECURE and enter your username and password.
  • If the problem persists, try the following:
  • Have your class log in, in groups of no more than 4-6 at a time to prevent multiple errors.
  • Plug computer in to the internet using a blue Ethernet cord and have the student log on again.

No Internet Connection …

-If you are having trouble establishing an internet connection, swipe to the left and select Settings.

-Then select the wi-fi icon ( ) and check to make sure that you are properly connected to the BCPS network.

-You can also try holding down the function key ( ) + the f12 key which is another way to turn the wireless function of your device on and off.

Touchpad Not Working …

-If you see an orange light in the top left corner of your touchpad it means it has been disabled. To enable the touchpad again you can double tap the light and it should turn off and your touchpad back on.It is best to attempt this initially when your computer is working properly, that way you are aware of how to turn your touchpad on and off with the double tap.

-The attached document contains additional instructions for how to turn your touch pad back on if you accidentally disable it and the double tap does not work. In addition to these steps, when you are in the Touchpad Setting menu you can turn off the Pinch Zoom option which will prevent your touchpad from zooming in and out accidentally.

Projecting from Device …

-Your device will connect to your projector via your docking station.

-If you are experiencing difficulty getting your image to display try holding down the Windows ( ) button + the letter P. This will bring up your projection settings on the right hand side of your screen.

-Select Duplicate to get your image to display on your screen and via the projector.

-If you do not have a docking station, you can connect your device to a projector using the Display Port Adapter located in the interior zipper pocket of your device bag.

Sound Settings …

-To adjust the sounds settings on your device, select the speaker icon in on the right side of your task bar.

-You will now see a sound bar that you can slide up and down to increase or decrease volume.

-To mute the sound, click on the blue speaker icon below the sound bar.

No Student or Shared Drive Access …

-Typically when a user cannot access the shared drive or his/her person H drive it means that they have lost connection to the network.

-To resolve the issue, restart the computer, and log in again. This should re-establish the user’s connection to the network, and the shared drive and H drive should reappear.

Still not working?

-If you have attempted to resolve computer issues using the strategies above with no success, then you will need to follow your school’s procedure for contacting your Technology Liaison.

-Your school’s Technology Liaison will provide additional troubleshooting support, and if a solution cannot be found, he/she will contact the BCPS Help Desk in order to create a ticket. The BCPS Help Desk will then assign the ticket to the appropriate technician or support staff.

-The flow chart below describes the BCPS Technology Support Model in further detail.