PGCPS IT Support (for Staff) - STUDENTS (2024)

TOPICS

Resetting Students' Passwords

What should I know about resetting students' passwords?

Passwords allow access to G Suite (Mail, Classroom, Drive, etc), Clever, SchoolMAX, Zoom, and Chromebooks/PGCPS computers.

Students' passwords must be reset every 365 days. Up to three password managers per building have the rights to reset passwords for students.

For information on obtaining Password Manager Rights, see the 🔗 "Getting Rights to Access Specific Applications" section.

🔗 Guide to Resetting Passwords using RemoteApps and Active Directory

Student Password Self-Service Support

Elementary

• Share importance of safe, secure passwords with students.

• Avoid setting the same password across grade level/school.

• When appropriate, encourage the use of IDM (https://idm.pgcps.org) for self-service password reset. IDM is available from work and from home.

🔗 Make a Copy

Secondary

Students are encouraged to use IDM (https://idm.pgcps.org) to reset their own password. IDM is available from work and from home.

🔗 Guide for IDM

Submitting a Help Desk Ticket

Assigning Devices

Assign the device to the student through the Asset Management System (AMS). The principal and up to three staff members have access to AMS to check in and assign devices for students. Remind students that the device agreement 🔗will be emailed to the student's pgcps.org email account and should be shared with their family.

🔗 Request Access to AMS

🔗 How to Quick Assign Assets in AMS

Unassigning Devices

When students leave the district or are issued a new device, un-assign the device from Asset Management System (AMS).

🔗 How to Un-Assign Assets in AMS

Lost, Stolen or Damaged Devices

Lost Devices

Lost devices and charging cables can be replaced upon payment of the current fee. Collect fees by check/money order or MySchoolBucks, if applicable. Reference the 🔗 Student Device Usage Agreement for current fees.

Stolen Devices

• A police report should be filed immediately.

• Report the stolen device to School Security. Present police report.

Collect fees by check/money order or MySchoolBucks, if applicable, if device is stolen, reference the 🔗 Student Device Usage Agreement for current fees.

Damaged Devices

If device is damaged as a result of negligence collect fees by check/money order or MySchoolBucks, if applicable, Reference the 🔗 Student Device Usage Agreement for current fees.

Chromebook Troubleshooting & Repairs

Troubleshooting

Chromebooks not powering on is a commonly reported issue for Dell chromebooks and other models. View the 🔗 Chromebook Troubleshooting guidance for support. 🔗 Powerwash Chromebook

For additional support for Chromebooks, view 🔗 Device Support.

Repairs

If chromebooks require repairs, follow the 🔗 Student Loaner, Replacement, and Repair of Devices procedures for the collection and temporary replacement of the device.

iPad Troubleshooting & Repairs

Troubleshooting

If there are reports of PGCPS-managed iPads not working, follow troubleshooting tips such as checking access information, confirming installation of apps or making sure the app is up to date.

• Check username and password for accuracy. Each app may have a different username and password. Access information should be supplied by the teacher.

• Be sure CAPS LOCK is off when typing the username and password

• Troubleshoot WIFI by turning it off and on again.

To do this:

• 1. Pull down the Control Center from the top of the screen.

  2. Tap the Wifi icon.

  3. Wait 10 seconds.

  4. Tap the Wifi icon again.

• Turn on AirPlane Mode then turn it off.

To do this:

1. Pull down the Control Center from the top of the screen.

2. Tap the Airplane icon.

3. Wait 10 seconds.

4. Tap the Airplane icon again.

• Make sure the iPadOS is up-to-date. If it needs an update, follow the steps on the next tab.

• Confirm the app is missing by searching.

To do this:

• 1. Pull down on the screen to reveal the Search Menu .

  2. Type the name of the app.

• Add the app from Self-Service.

To do this:

1. Pull down on the screen to reveal the Search Menu.

2. Type "Self Service".

3. Within the Self Service app, Click Search in the bottom right.

4. Type the name of the app.

5. Tap Install or Reinstall for the selected app.

6. Restart the device, if the app is being installed again from Self-Service.

• Confirm available storage space is 4GB or more.

To do this:

• 1. Tap Settings.

  2. Tap General.

  3. Tap About.

  4. View Available.

• If available storage space is less than 4GB, delete non-school related photos and videos.

• If available storage space is less than 4GB after deleting photos and videos, 🔗 locate the device's serial number and share it with the teacher. The teacher should share serial number with the school's technology team to open a help desk ticket, if needed.

• If available storage space is 4GB or more, update the software.

To do this:

• 1. Plug the device into the power supply.

  2. Tap Settings.

  3. Tap General.

  4. Tap Software Update

  5. View Download and Install.

  6. Tap Agree.

  7. Tap Agree a second time.

  8. After the download has completed, tap Install Now.

• Be sure the iPad has the latest iPad OS installed. The Self-Service App my not install or run on older iPadOS versions. If the iPadOS version is up-to-date and there are still issues, move to the next bullet.

• This will erase everything on the iPad and bring it to the Hello Screen.

To do this:

• 1. Tap Settings.

  2. Tap General.

  3. Tap Reset.

  4. Tap Erase All Contents and Settings.

  5. Then re-enroll the device (see Home Screen says "Hello" below.

• This will erase everything on the iPad and bring it to the Hello Screen.

To do this:

• 1. Tap Settings.

  2. Tap General.

  3. Tap Reset.

  4. Tap Erase All Contents and Settings.

• Alternatively, follow the directions here to put the iPad in Recovery mode.

• Follow these steps to set up the iPad.

Repairs

If iPads require repairs, follow the 🔗 Student Loaner, Replacement, and Repair of Devices procedures for the collection and/or temporary replacement of the device.

Zoom Troubleshooting

If a student reports that he/she is unable to joining a teacher’s Zoom session, try the following:

1. Make sure the student is trying to access the meeting directly from the link in the teacher’s current Google Classroom post (not from a saved link).

2. Confirm that the student is NOT signing into Zoom (students do not have Zoom accounts). Instead, students should click on the teacher’s link in Google Classroom and then authenticate with their PGCPS Credentials.

🖼 Click HERE to view a screenshot of the iPad and Chromebook logon screens

Resources to share with families, if needed:

iPad: PDF (Videos: English | Spanish | French)

Chromebook: PDF (Videos: English | Spanish | French)

3. Have the student clear the Cache and Browsing History. Make sure to set Time Range to All Time and check all boxes.

Resources to share with families, if needed: English | Spanish | French

4. If the above steps do not resolve the issue, contact the teacher to verify that the Zoom meeting settings are correct.

Require authentication to join should be set to PGCPS-SSO.

If a user reports that Zoom keeps disconnecting or is running very slow, advise families to try the following:

1. Have the student clear the Cache and Browsing History. Make sure to set Time Range to All Time and check all boxes.

Resources to share with families, if needed: English | Spanish | French

2. Close all windows/tabs and restart the device

3. Move device closer to wifi router

4. Restart wifi router (steps will vary based on internet provider and router model).

** Chromebook users should refrain from screen sharing and having the camera on at the same time.

Clever Access Issues

Students have access to Clever based on how they are connected to an educator and scheduled for classes in SchoolMAX. If the student is experiencing issues with logging into Clever, follow the 🔗 guidance for students.

🔗 Clever Troubleshooting tips

ContentKeeper

When a device connects to the PGCPS network, it will require the CKRoot certificate. Devices that have previously connected to the network most likely already have it installed. However, devices that are new to the network, including personal Chromebooks (students or staff) or iOS/Android devices (staff), will need to have the certificate installed.

The device must be connected to the PRIVATE wifi or to wired internet using an ethernet cable to login for the first time. In some cases, it may be necessary to save the file to a flash drive and install from there.

🔗 Guide to Installing CKRoot