Home Tech Troubleshooting
Please try the tips below. If you are still in need of help, please submit a request for support at:
School issued Chromebook
The Chromebook won't turn on!
Make sure it's plugged in and charging (you should see a light turn on next to the charging port or at the front of the Chromebook), then try turning it on again. You can also check that the power outlet on the wall is working properly by connecting another device to it.
I can't connect to the Internet!
Make sure you're trying to connect to the correct wi-fi network, and make sure the password is correct
See if other devices (a phone or tablet, or another computer) will connect to the same network. Try connecting the Chromebook to another Wi-Fi network if one is available
Restart the Chromebook and try connecting again
I can't sign in!
Make sure you’re using the correct username and password. DC Prep Chromebooks must be logged into using your student’s DC Prep account. If you need help with your username or password, please reach out to your student’s teacher
Make sure you’re connected to the internet first (instructions are above)
If you are getting a message that is saying "To unlock and restore your local data, please enter your old Chromebook password", you can bypass this screen and login by clicking on the link "Forgot your old password". This will give you a warning about losing data, but it is only referring to data that is stored locally on the Chromebook. Since all student data is stored in the cloud and not locally on the Chromebook itself, there's no risk of your Preppie losing any of their files or data.
The sound isn’t working!
Press the volume-up key to about halfway of the indicator and try to play a sound/video
If using headphones, make sure they are plugged in all the way. If they are, try using a different set of headphones
If this doesn’t work, unplug the headphones and shutdown the Chromebook. Turn on and plug headphones again. Try to play sound
A key on the keyboard isn't working!
Restart the Chromebook and try to type again
If this doesn’t work, you can activate the onscreen keyboard:
If you are logged in: click the time on the bottom-right corner of the screen, click Settings, then click Advanced at the bottom of the screen. From there, click “Manage accessibility features” and then click “Enable on-screen keyboard”
If you are not logged in: click the time on the bottom-right corner of the screen, click on Accessibility, then select on-screen keyboard
You can alternatively plug in a USB keyboard until a repair can be arranged
The keyboard is typing the wrong thing!
If you push a key and it types a different letter or character, the keyboard language layout may have been changed. To change it to the US English keyboard layout:
Click on the clock in the lower right-hand corner of the screen
Click on the dropdown arrow by the word keyboard
Then select 'US English (US)' from the list of languages
The screen is flipped sideways!
To rotate your screen, use the keyboard shortcut Ctrl+Shift+Refresh (circled arrow on top of numbers 3 and 4)
Do this until the screen is correct
The Screen is too large or small!
To lower the screen resolution, press ‘Ctrl + Shift and -‘ buttons together.
To raise your Chromebook’s screen resolution, press ‘Ctrl + Shift and +‘ buttons together
The screen is frozen!
Hold down the power button until the Chromebook shuts down
Wait ten seconds and press the power button again to turn the Chromebook on again
Not able to join Nearpod session!
From Google Chrome (browser), click on the three vertical dots at the top right of your screen
Click on 'Settings' toward the bottom of the list
Click on 'Privacy and security' on the left side of the screen
Click on 'Clear browsing data' on the center of the screen
Click on the 'Advanced' tab
Click on the 'Time Range' and select 'All time'
Scroll down and make sure ONLY the following options are selected. The rest of the options should be kept unselected
Cookies and other site data
Cached images and files
Passwords and other sign-in data
Autofill form data
Site settings
Hosted app data
Click 'Clear data'
Close all tabs in the browser
Turn off your chromebook by holding the power button for about 4 seconds (until it turns off)
Try to access Nearpod from the Google Classroom link provided by the teacher
Accessing Clever
From a school provided Chromebook
Launch Google Chrome
Click “Log in with Google”
From a personal device
Launch your browser
If you are logged into a personal Gmail or Google Account, log out. Missing this step will result on getting an error page to launch Clever
Click “Log in with Google”
Type in your student’s username and password (provided by homeroom teacher). Make sure you add @dcprep.org to the end of the username
Logging into Chromebooks for Preschool and Pre-K
Sign in With a Badge
Please make sure you have successfully connected to a Wi-Fi network that is connected to the Internet.
Students open their Chromebooks, select Next, and then scan their Clever Badge.
If you aren’t prompted to scan a Clever Badge, shutdown and restart the Chromebook.
After scanning the Clever Badge for the first time you will be shown a screen that says, “Welcome to your new account”. Scroll down to the bottom and click on “Accept”.
If the Chromebook freezes after this step, shut it down and restart the Chromebook. When it restarts, you will be prompted to scan the Clever Badge again and it should sign you on to the Chromebook.
The students are automatically logged in to their Chromebooks. In addition, the students’ Clever portals are automatically opened for them (students do not need to log in again).
Students can click on any applications and begin their learning session.
This video (https://www.youtube.com/watch?v=NOw3K68Qi9s) demonstrates what signing in with a Clever Badge looks like.
Sign in Without a Badge
If you misplace the Clever Badge, you can sign into a Chromebook with the student’s username and password.
Please make sure you have successfully connected to a Wi-Fi network that is connected to the Internet.
Open the Chromebook and at the first screen select, “Sign in with a different account”.
On the next screen type in the student’s username and click “Next”.
On the next screen type the student’s password and click “Next”.
Students can click on any applications and begin their learning session.
Accessing Google Classroom for grades 4th - 8th
Once your student is logged in to Clever (see above), there will be a link to access Google Classroom. You can also get to Google Classroom directly at: https://classroom.google.com. Remember: your student must be logged in with their DC Prep username and password to access Google Classroom and other DC Prep technology programs!