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Troubleshooting


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This page is written to try to answer some basic troubleshooting questions related to the i21 classroom equipment. It is divided into categories according to equipment. Try Control + F and type in a keyword to search quickly.

Q: What information do I need to call the IT Help desk and who do I call?
A: The Guide to Calling the IT Help Desk provides information about how to get IT problems resolved.

Q: How do I join the Ed Tech listserv to get my district-related "techie" questions answered?
A: Send a message from your District email. In the body of the message write: subscribe edtech-info

Tablet PC

Q: What are administrative rights to your Tablet PC?
A: The administrative rights will allow you to install software programs on your Tablet PC and is required also to run certain software programs.

Q: What do I do if I am prompted for an Administrative ID and password when I am trying to install or run a program?
A: You should have admin rights on your Tablet PC. If your District ID and password does not allow you to install programs, call the help desk at 619-209-HELP (4357) to get admin rights on your Tablet.

Q: How do I add a printer to my Tablet PC?
A: The following job aid/resource link provides step by step instructions on how to add an Active Directory printer.

Q: I can't connect to the internet. What should I do?
A: Check that the wireless is turned on. The following job aid/resource link provides step by step instructions on how to connect to the internet.

Q:How do I get Lanschool Teacher Console, Lanschool Channel Selection Tool, and/or ActivExpression list of hubs to show up on my computer?
A:You may need to update your computer. If your computer has not been shut down for more than a few days, you may also want to run this program. Refer to the link to update your computer.

Q: I have done all of the steps outlined in the job aid above and am still missing a program?
A: Call the help desk at 619-209-HELP (4357).

Q: Why do I need to shut down my computer every night prior to leaving your school district location?
A: If you do not shut down, you will not be able to login after a time and your work (files) may not be backed up on the district server.

Q: Can I take my Tablet with me when I move rooms?
A: No, for the following reasons:

  • The Tablets are assigned to the room, not the teacher, for asset management purposes
  • i21 classrooms need to keep the equipment together as a set

Your files are available on the district server via Active Directory and will be available when logging in to any computer that uses Active Directory.

Q: Why can't I see my computer screen when I connect to the Promethean Board?
A: You may need to set the computer up to duplicate your screen on the Promethean Board. Follow the directions here.

Active Directory

Q: What is Active Directory? 
A: Active Directory is a Microsoft management tool the district uses to store information and data. Active Directory allows San Diego Unified School District to manage all Active Directory computers from one location. The district can now update and install new software on all computers by updating one object in Active Directory. The district uses Active Directory to more efficiently manage over 100,000 student and 7,000 teacher computers.

Q: Why can a student log into the Netbook, yet they can not log into Moodle?
A: Their Active Directory account is inactive for some reason. The Netbook caches the login (Once a user profile is downloaded, it does not have to be connected to network to login), so they are still able to login to their netbook. Call the help desk at 619-209-HELP (4357) to reset the student account. Be sure to have the student name, ID Number and school site and let the help desk know that you have an "Active Student with an Inactive Active Directory Account."

Q: Where should students save their work on the Netbook?
A: Student work is saved directly on the network. Students should be saving to their H-drive to make sure their work is backed up. (Occasionally, for some students, the student drive is labeled with a Z instead of an H). The 'My Documents' folders are the best place to store student work.

Q: Where are teachers files saved? 
A: The files are saved locally (on the computer) and synchronized (backed up) to a district server when a teacher shuts down the computer.  For synchronization to occur, the teacher must shut down the computer while at a district school site location. The following job aid/resource link demonstrates how to save a Word document to your syncing folders in Active Directory.

LanSchool

Q: What do I need to do to set up LanSchool?
A: Follow the link below.

Q: How do i set up LanSchool video?
A: Follow the link below.

Q: What do I do if my LanSchool Teacher channel is set to 123?
A: Follow the link below.

Q: What if LanSchool Teacher and LanSchool Channel Selection Tool do not show up on my computer?
A: Follow the link below.

Q: How do I launch LanSchool?
A: Follow the link below.

Q: What if the student netbooks do not show up in the LanSchool Teacher Console?
A: The keyboard command Fn + F5 will refresh the screen in LanSchool. This will often bring up the student computers on the LanSchool console. If not, you can refer to the job aid below. If none of these fixes work, call the Help Desk at 619-209-HELP (4357).

Promethean Board

Q: How do I calibrate my Promethean Board so my pointer matches where I touch the board?
A: The following job aid/resource link shows two ways to calibrate the Promethean board: (1) from the board (2) from the board and the taskbar.

Q: My Promethean board does not respond to the pen. What should I do?
A: There could be two issues depending on whether the Promethean flame is lit or not lit.

  • Promethean flame is lit:Try to calibrate your board.The following job aid/resource link shows two ways to calibrate the Promethean board: (1) from the board (2) from the taskbar on your tablet.
  • Promethean flame is not lit: The USB may not be connecting properly to your board. Unplug from the USB port and try to connect using a different USB port. If this does not work, try shutting down the computer and plugging into a different port. Try this several times to get a connection.
  • If neither of these fixes work, call the Help Desk at 619-209-HELP (4357). Be sure you have your ID number, the site and room number and the C-tag number for the board.

Q: Does my projector have filters?
A: Year 1 projectors have filters that should be cleaned at least twice a month. Year 2 - 5 projectors do not have filters and do not have to be cleaned. The following job aid/resource link describes how to clean the filters on the Year 1 Promethean projector plus how to reset the filter counter.

Q: How should the cables connect to the white box near my Year 1 Promethean board?
A: The following job aid/resource link shows how the cables should be connected to the white box on a Year 1 board.

Q: Where do I get the newest version of the Promethean software and can I update it?
A: Do not upgrade the Promethean Software. (There is server software as well as PC software that need to communicate with each other. Changing any of these could cause failure.) Any updates will be sent out from the IT Dept.

Q: I can't open any of my old flipcharts.  I keep getting an error message when I try to open them. How do I fix them?
A: Your software may have been upgraded. You will need to restore your file associations in the ActivInspire software. 

Q: My ExpressPoll doesn't have the text question option or some of the other question options. Why?
A: You probably need to change the settings in ActivInspire from ActivVote to ActivExpressions.

Q: How do I clean my Promethean Board? 
A: Normal cleaning should be done using a soft cloth (not a paper towel) and water. However, if someone writes on the board using a dry erase marker (or other markers), here's how to clean it:

  1. Re-write over the existing writing using the same type of pen
  2. Immediately wipe the writing off of the board using the cloth
  3. If the cloth does not remove the marking, re-write over the markings, and then wipe with a baby wipe.

Q: How do I make the projection image fill my Promethean Board?
A: If you right-click on your desktop background, you can change your screen resolution. The best option for Y1-4 Tablets (Windows 7) and Promethean Boards is to choose a resolution of 1280 x 720. The best option for Y5 Tablets (Windows 8) and Promethean Boards is to choose a resolution of 1360 x 768.Note: This will make the projected image less stretched, but your Tablet image will be pinched. There is no option that will make both screens display true shapes. Please see the job aid at the link below for further details.

Q: My computer does not project. How do I fix this?
A: If no picture appears, press the Windows key and the P key. Check all of the connections to the Promethean board.

Q: My board has wheels and I want to move it somewhere else. Can I?
A: No, do not move your board. This may cause issues with how the board works and may void the warranty.

Q: How do I make my teacher tablet an Activhub?
A: The following job aid/resource link provides step by step instructions on how to connect to your classroom ActivHub.

Netbooks

Most questions you may have about the student Netbooks will be answered in the Student Netbook Survival Guide. 

Complete guide covers the following topics: Netbook Quickstart Guide, Using the Taskbar, Saving Documents, Active Directory and Student Netbooks, Accessing Student Logins in Zangle, Troubleshooting Student Logins, Troubleshooting Wireless Connection, Strategies for Conserving Power, Student Use Agreement, Laptop Cart Procedures, Sample First and Second Day Lesson Plans, and Getting Additional Help.

Q: Is there something I should do at the end of the Year or at breaks with the netbooks?
A: End of School- See your administrator for the i21 checkout list and procedures at the end of school.
Beginning of school- PDF iconJob Aid for getting student Netbooks up and running.

Q: How do I keep the Netbooks secure?
A: Keep the lock on the cart locked whenever the Netbooks are not in use and the teacher is out of the room.
If the lock combination is changed, let IT know. The combination SHOULD be the same site wide. Include the NEW combination in any Help Desk request.
Carts should be locked down with the cable to the bracket on the wall.

Q: Where do I get student accounts for them to log into the Netbooks?
A: The following job aid/resource has detailed instructions for accessing student log in info on Zangle. The site-tech can access all student accounts.

Q: What do I do if a student account has an inappropriate password?
A: Contact the help desk at 619-209-HELP (4357). Be sure to have the student's full name, school site, and ID Number when you call.

Q: What do I do if the taskbar icons don't show up on a student Netbook?
A: The information probably didn't load correctly. Try restarting the Netbook to see if the taskbar populates after a restart. If the icons still do not show up, call the Help Desk at 619-209-HELP (4357).

Q: I have more students than Netbooks. How do I get more Netbooks so that I have one for each student?
A: Schools may need to redistribute the Netbooks from one i21 classroom to another to balance the numbers of students with numbers of Netbooks. For inventory purposes, at the end of the school year, the Netbooks must be returned to the classroom cart where they were originally assigned. Netbooks my only be redistributed from one i21 classroom to another

Q: How long does it take for a new student to get an account?
A: One school day after the school makes the student active in Zangle.

Q: What do I do when a Netbook has "AJ Kirk" for the log-in?
A: The students are not shutting down correctly. They are pressing the power button instead of going to the Start menu to Shutdown and a technician will have to come out to the classroom and address the issue.
Call the Help Desk at 619-209-HELP (4357) with the following information:

  • School site
  • Room Number
  • Netbook Number
  • Serial Number off the bottom of the netbook
  • C-tag Number off the bottom of the netbook
  • Contact information of the classroom teacher (name, email, phone number)
  • Lock combo for netbook cart if it has been changed

Q: What do I do if a student tries to log in but get the "the trust relationship" error message? 
A: A technician will have to come out to the classroom and address this issue.
Call the help desk at 619-209-HELP (4357) with the following information:

  • School site
  • Room Number
  • Netbook Number
  • Serial Number off the bottom of the netbook
  • C-tag Number off the bottom of the netbook
  • Contact information of the classroom teacher (name, email, phone number)
  • Lock combo for netbook cart if it has been changed

Q: What do I do when a student can't login? 
A: Check to see that the wireless is on.  A restart of the computer may be required if the computer does not connect to the district's network upon turning on the wireless back on.

Q: What do I do if a student can't logon because it says that "There are currently no logon servers available to service the specific logon request?" 
A: The netbook is not connecting to the network wirelessly. 

Q: What do I do if a student's keyboard won't respond? (This is called Sticky keys) 
A: Students have pressed the Shift key 5 times in a row. Press both shift keys simultaneously to fix this.

Q: When should students shut down their Netbooks? 
A: Students should shut down their Netbooks every day. Students may log off between classes or may shut the lids to put the computers to sleep during the day, but should always shut down at the end of every day. 

Q: The netbooks aren't holding a charge for the full day. What can I do?
A: There are several recommended strategies for conserving power on the Netbooks. Refer to the job aid below.
If the batteries still will not hold a charge, you may want to completely drain them, then recharge completely to reset them. If they still are not holding a charge, call the Help Desk at 619-209-HELP (4357).

Q: How do I clean classroom netbooks?

Document Camera

Q: What do I do if I am prompted for an Administrative ID and password when I am trying to install the document camera software?
A: You should have admin rights on your Tablet PC. If your District ID and password does not allow you to install programs, call the help desk at 619-209-HELP (4357) to get administrative rights on your Tablet.

Q: I get an error message that says "it is impossible to execute USB Viewer under 1024x768 mode" when starting up the Samsung 850DX USB Viewer Application? 

Q: When my i21 classroom was installed, the document camera was positioned over the carpet and not the presentation table. How can I adjust the document camera to view documents properly?
A: This can be fixed by rotating the arm and lens of the document camera so that it is over the table. Then rotate the document camera image. Please consult the following job aid for instructions. Instructions begin on page 8 in the job aid: 

Q: I am not able to write over documents projected on my document camera. How do I do this?
A: In order to write over a document in your document camera, you have to use both the document camera software and ActivInspire.