Admin

Technology Assistance during COVID 19 Pandemic

Tech Support options for students:
 
Teachers/Staff – Tech support

Technology Support Rep: Brent Richards

Poster alerting parents that they can get help with technology concerns by visiting digital.ocps.net

Here are some trouble shooting tips you can try:
Black screen flashing power Lights
Hold Shift Key and power button for 30 seconds (will force Hard Boot), then restart computer.
Give the laptop 5 minutes in case updates are being installed
If still black screen then have laptop exchanged

Black Screen No flashing power Lights
Check power cord, make sure charger port on the laptop is free of debris.
Check power outlet
Use a known good power cord.
If still no power have laptop exchanged

No internet at home
Does any device in the house have internet? If yes and router has connection and working, restart computer.
Make sure computer is connecting to home network by looking in wireless connections,
Try disconnecting to network then reconnecting to home network
Make sure Airplane mode is not on.
Make sure Wi-Fi is not disabled
Bring Laptop in for hardware or software issues.

Page not displayed
1. Restart computer
2. Open Chrome then auto logon
3. Try to open Google Drive then canvas if No, then follow No internet at home steps. if yes then step 4.
4. Open new tab and type http://google.com make sure no toolbars or extensions have been added to chrome, if so then disable them by going to top right 3 vertical dots and then more tools.
5. Go to more tools then clear all browser history then close are reopen chrome.
6. Go to setting then about to see if chrome is up to date.
7. Go to settings then privacy, reset and clean up, click on Restore settings to their original defaults.
8. top right of browser window next to the 3 vertical dots where user logged on is displayed click then go to the Cog wheel by other people, it will bring up Google Chrome with profiles, on each profile that is shown top right corner of each will have the 3 dots click and chose remove this person, remove all profiles shown, close chrome then open chrome up, and logon with user logon: student#@students.ocps.net then password, if still not working bring in for inspection of software or hardware issues.

Student cannot login to the computer
Restart the computer by holding the power button down for 20 seconds, release and push power button again.
Check that Caps lock is off.
Watch as you type to be sure nothing is double typing. (If double typing, follow steps below)

Can’t login due to double typing
On the login screen click the button that looks like a clock on the bottom right. It is in between the Wi-Fi signal and power button. Select On-Screen Keyboard. Use this to login and then follow directions in next section.

Keyboard not working/keys won't type
Fold the computer so that it is in tablet mode. Screen should be facing the outside. When prompted with "Do you want to enter tablet mode?” click yes on the box at the bottom right. Wait one second, then fold the computer back to laptop mode and click yes again (same question will be prompted to exit tablet mode. Keys should type. Restart the computer by clicking the windows icon (bottom left) , the power button (right above windows icon) and Restart OR Ctrl+Alt+Delete and select the Restart option on the bottom right of the blue screen. Hold the power button down for 20 seconds (Lenovo - ThinkPad light will flash, stop, then flash one more time, then stop; Dell - light above the keyboard [near screen/lid] will flash then stop; HP - light will flash near power port then stop) and release. Wait one second. Push power button again.

No mouse (trackpad not working)
Fold the computer so that it is in tablet mode. Screen should be facing the outside. When prompted, click yes on the box at the bottom right. Fold the computer back to laptop mode and click yes again. The mouse should appear. Restart the computer by clicking the windows icon (bottom left), the power button (right above windows icon) and Restart OR Ctrl+Alt+Delete and select the Restart option on the bottom right of the blue screen.

Double Typing (keys sticking)
Once logged in (if not, see double typing instructions) click the windows icon at the bottom left. Type the word "software" (no quotation marks). Note: There will not be a place to type just start typing. Click on Software Center. Once it loads click on Updates. Click Install all (right side of the box). Go to next solution. When updates are finished restart the computer by clicking restart on the Windows menu OR Ctrl+Alt+Delete and select the Restart option on the bottom right of the blue screen (See above)

Rotated Screen
On the desktop right click anywhere there is not a file. Click on Display Settings. Under Orientation select Landscape. Click the windows icon. Type "Display” (no quotation marks). Note: There will not be a place to type just start typing. Click on Display Settings. Under Orientation select Landscape.

Desktop is not showing (only shows App icons)
Click the chat looking box to the right of the time/date. Click on tablet mode.

Cannot login to Launch
Make sure they are on launch.ocps.net and NOT launchpad.classlink.com, Have them retype launch.ocps.net into the browser.

Launch does not display correctly
Click the button at the top right under the X. Click "Settings". Scroll down and click "Advanced Settings". Click "Clear Browsing Data". Change the Time Range to "All time" and check the Cookies and Cached boxes. Click Clear Data. Close Chrome and restart the computer. Once logged in click the windows icon at the bottom left. Type the word "software" (no quotation marks). Note: There will not be a place to type just start typing. Click on Software Center. Once it loads click on Updates. Click Install all (right side of the box). Go to next solution. When updates are finished restart the computer by clicking restart on the Windows menu OR Ctrl+Alt+Delete and select the Restart option on the bottom right of the blue screen.

Cannot see Canvas Course
Login to Canvas. Click the book icon on the far left. Scroll down and click "All Courses". Locate the course you need. If the course says "No" under Published you will need to contact the teacher and let them know to publish the course.

Where do I find my textbook?
Varies by Subject: My Backpack App (on Launch) or inside your teacher's Canvas course.

Sound is not working
Click the speaker icon on the bottom right. If it has a white x click on the volume bar to raise the volume. Try with and without headphones.

Computer is slow
Click the button at the top right under the X. Click "Settings". Scroll down and click "Advanced Settings". Click "Clear Browsing Data". Change the Time Range to "All time" and check the Cookies and Cached boxes. Click Clear Data. Close Chrome and restart the computer.
Once logged in click the windows icon at the bottom left. Type the word "software" (no quotation marks). Note: There will not be a place to type just start typing. Click on Software Center. Once it loads click on Updates. Click Install all (right side of the box). Go to next solution.
When updates are finished restart the computer by clicking restart on the Windows menu OR Ctrl+Alt+Delete and select the Restart option on the bottom right of the blue screen

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