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1:1 Troubleshooting Guide

Directions to Fix Common Device Issues

Click on each question below to see the answer.
 

I can't get to the internet - Part 1 - WiFi connection and airplane mode







The wireless icon should look like this:
connect icon 
If there is a red “x’ on your Wi-Fi icon (see picture below), your wireless is turned off. 
x icon 
1. Click the Wi-Fi icon to turn your wireless on. 
2. Select the wireless network you’d like to connect to.
3. Click Connect.
 connect steps
If you see an airplane icon in your task bar, that means airplane mode is turned on.
ariplane icon 
To turn airplane mode off, 
1. Click the airplane icon in the task bar
2. Click on Airplane Mode to turn it off
3. It might take a few seconds for your device to connect to the wifi network.
airplane steps 

 

I can't get to the internet - Part 2 - Single sign on for Global Protect connection

Sign into the computer following these directions –
 
1. Click Other User 
 
2. Click Sign-in options
 
3. Click on the Globe first, then enter username and password.

4. The Global Protect icon should look like this once you are logged in. 
 

Global Protect won't connect

The Global Protect icon should look like this:
 
If your Global Protect icon looks like this, this means you are not connected and will not have access to the internet.
 
 
Step One: Verify that Global Protect is connected….
1. Click the Global Protect icon
2. If Global Protect says “Connection Failed” then you will need to follow the steps to get connected.
3. Click the three “lines” and click refresh connection.  
 
 
4. Click OK to refresh your connection
 
 
Once Global Protect is connected the window should look like the picture below when you are at home….
 
 
If you still can’t not connect to Global Protect, please submit a WebHelp Desk ticket 

My camera is not working.

If your camera is not working or you have an error, Resetting your camera app might fix this issue.

Step 1. Click on the Windows icon in the lower left task bar and type in apps and features, click on Apps & features

 

Step 2. In the search field, type in camera, click on the Camera app and click Advanced options 

 

Step 3. Scroll down to look for Reset, and click the Reset button, you be asked if to verify that you want to Reset the app, click Reset again. 

 

  Close the window, try opening your camera again to see if it’s working.Step 4.

If this does not fix your camera issue, please submit a WebHD ticket for more help.

My microphone isn't working.

 How to unmute your microphone
 
In the Search, type in Sound Settings and click to open
 
Click Sound Control Panel in the right side menu.
 
 
Click the Recording Tab, and then double click Internal Microphone. 
 
 
Click the Levels tab, and then click the Speaker icon to unmute. Click OK.
 
 

There is a red "x" on my OneDrive icon.

 
 
A red “x” appears when a file is not synced with your One Drive. This happens when you use a symbol in the file name. To correct this, you need to rename the file without using any of the characters below. To rename a file, right-click on the file name, and then click rename.
 
 
This is what your One Drive icon should look like. 
 

My screen is frozen or not responding.

 For either of these issues, you need to turn off your laptop by holding down the power button on the side of the laptop until the light goes off. This could take several seconds.  If this does not solve the problem, please visit the Help Desk.

My touchscreen is not working.

RESTART your laptop. Touch or click the Windows icon on your screen, then Power, and then Restart.
 
 
If this does not solve the problem, please visit the Help Desk

My screen is black, even though the laptop is on.


You need to turn off your laptop by holding down the power button on the side of the laptop until the light goes off. This could take several seconds.
Turn the laptop back on, if your screen is still black please visit the Help Desk

My mouse or touchpad is not working.

RESTART your laptop.
 
If that does not fix the issue, you need to make sure your touchpad is not turned off. On your keyboard you need to press the FN and F2 button at the same time to turn the touchpad on or off. 
 

My laptop is not charging, even though it was plugged in.

Does your battery indicator show that your charger is plugged in? You should see a plug symbol on the left of the battery icon. You should also see a charging indicator light when you plug your device in.
 
 
 
If there is no plug symbol, try a different outlet and check to make sure all of the connections are secure. Check the plug going in to the outlet, the plug going into the laptop, and the plug going into the AC Adapter (see image below).  
 
 
If this does not solve the problem, please visit the Help Desk

My keyboard is not working.

RESTART your laptop. Touch or click the Windows icon on your screen, then Power, and then Restart.
 
If this does not solve the problem, please visit the Help Desk

My keyboard is typing numbers instead of letters

If your computer is typing numbers or symbols instead of certain letters, the num lock function might be turned on. To turn off num lock:
  1. Simultaneously press the fn key at the lower left of the keyboard and the key that says num lk at the top right of your keyboard.
     (The num lk key might also have another word, like Home, above num lk.)
  2. Try to type again. The keyboard should now type letters as expected.
If your computer doesn't have a num lk key or if these steps didn't let you type letters again, please visit the Help Desk.

I can't print at home.

At this time, the only way to print at home is to connect your laptop to your printer at home with a USB cable. See your printer instructions for how to do that.

How To's

Click on each question to see the answer.
 

Technology Tips from Learning & Teaching

See this link for a collection of technology resources from the Learning & Teaching department.

How to get the most recent experience with Microsoft Teams

Microsoft Teams has new meeting features as of fall 2020. Depending on your device, you may need to enable this setting to access these features. Follow these steps to enable the new experience.
  1. Click on your profile icon in the top right, then click on "Settings." 
    Teams Experience Settings
  2. Under the Application section, check the box labeled "Turn on new meeting experience."Teams Settings Icon
  3. Right-click on the Teams icon in your task bar and click "Quit" to fully close Teams. 
  4. Restart your computer to launch Teams in the new experience.

How to change your background for Microsoft Teams

All backgrounds used in Microsoft Teams must be school-appropriate

How to change your background before you join a meeting:
  1. On the pre-join screen, click on the "change background" iconTeams Background Icon
  2. From the “Background settings” pane, select the appropriate image for your background. All default backgrounds, plus any custom backgrounds you previously used, will be shown.
  3. Click on the “Blur” image at the top to blur your background without using an image.
  4. To add a new background, click on “Add new” Teams Add New Iconthen browse and select an image to upload from your computer. Images must be .JPG, .PNG, or .BMP files. Your background will be set for all meetings until you change it again.

How to change your background during a meeting:
  1. Click on the ellipsis “…” in the meeting controls toolbar to display more actions.
  2. Click on “Apply background effects” Teams Apply Effects Icon
  3. From the “Background settings” pane, select the appropriate image for your background. All default backgrounds, plus any custom backgrounds you previously used, will be shown.
  4. Click on the “Blur” image at the top to blur your background without using an image.
  5. To add a new background, click on “Add new” Teams Add New Iconthen browse and select an image to upload from your computer. Images must be .JPG, .PNG, or .BMP files. Your background will be set for all meetings until you change it again.

How to download the official background from Geneva CUSD 304
  1. Please visit this link (Geneva 304 password required).
  2. Once the image opens in your browser, right-click to save the image to your desktop. 
  3. To add this image to the Teams app, please follow the instructions above.  
The background will appear to be backward or flipped when you view your camera preview. That is by design as the actual image others will see will be correct.


How to join a Microsoft Teams meeting

1. Open Google Chrome and go to your email. There are several ways to do this, one of them is to navigate to https://www.geneva304.org/ - hover over Students and choose Office 365/Student Email. 
 
 NOTE: The Teams app may already be installed on your computer.
If you type Teams at the magnifying glass next to the Windows Tiles in the bottom left corner and see Microsoft Teams Desktop app like the picture below, open that and skip to step 5.

 

2. From Email click on the waffle (9 dots) and choose Teams.

 
3. After Teams opens click on the 3 dots. 
 
 

4. Click on Calendar – it might be in a slightly different spot on your screen.

 
 

5.  When your calendar opens find the time that your teacher said your meeting would occur and you will see it on the calendar. You will have also received an email from your teacher where you can RSVP. The meeting will always be visible in the calendar if you RSVP or not. The meeting in this example is set for 10 AM on Wed. March 25th.

 

6. A few minutes before the meeting is scheduled click on the meeting in the calendar and click Join.

 

7. You might see two pop ups asking if Microsoft Teams can use your camera and microphone, click Allow on both. This is important so that you can be seen and heard in the meeting.

 

8. Click on Join now to be added to the meeting.

 

9. After you join the meeting this tool bar will be visible when you move your mouse over the screen.

 

 The camera icon turns your camera on and off.

The microphone icon mutes your mic so that others in the meeting can't hear you. You should stay muted unless it is your turn to talk. 

The red phone icon on the right side hangs up, or ends your connection with the meeting. Make sure to click this when you are done participating. 

How to install the Microsoft Teams application

All students and staff have Microsoft Teams available in a web browser (Google Chrome or Microsoft Edge). Although the fully installed Teams application will provide a better user experience. All staff and students have the ability to download the app following these directions.

1. Open Google Chrome and go to your email. There are several ways to do this, one of them is to navigate to https://www.geneva304.org/ - hover over Students and choose Office 365/Student Email.

 2. From Email click on the waffle (9 dots) and choose Teams.
 
3. Click on the computer icon in the bottom left of your  screen – when you hover over this it will say “download desktop app”.
 
 
 4. Watch for the blue circle to complete and the seconds count down. When it is complete click on the arrow and choose Open.
 
 5. When you click on Open, Teams will install. It will take about 2-3 minutes. Once it is installed it will fully open. After is it open, right click on the Teams icon and choose Pin to taskbar. Then it will always be visible and easy to open.
 

How to switch the microphone in Teams

1. In the Teams app, click the circle icon on the top right.
2. Choose 'Settings' in the menu that appears.
3. The Settings menu will open. Choose 'Devices' on the left.
4. Under Audio devices > Microphone click the down arrow and choose the correct microphone from the list.
 

How to refresh the Global Protect connection

 Click the Global Protect icon:
 
 
Click the three lines at the top right-hand corner of the Global Protect window, and then Click Refresh Connection.
 
 
Click OK
 
Global Protect will disconnect, and then reconnect. 
  

How to switch between two cameras

Many devices have a camera above the screen and one on the left corner of the keyboard. 
To switch between the cameras in the camera app click on the symbol in the top right corner.
To switch between the cameras in Microsoft Teams click on the symbol on the right side of the view that shows your own picture. 
 
 To switch between the cameras in Flipgrid click on the circle arrow icon to the right of the camera icon.
 
If these icons are not present on the screen then your computer only has one camera or the second camera is not working properly. Please put in a Tech Help Desk ticket if you have a camera that is not working properly. 

How to set the correct time zone in Microsoft Outlook

1. Open Outlook in Google Chrome
2. Click the gear wheel in the top right to open the settings. Type time in the search box. Click on the option that says Language and region.
 
 
 
3. A screen like this will appear:
 
 
4. The last dropdown box has your current time zone. If it is incorrect (example: Pacific time) click the small arrow on the right of the box and choose (UTC-06:00) Central Time (US & Canada). 5. Click the black Save button in the lower right. 6. Click the small gray X to exit the settings:
 
 
 

How to make Adobe Reader DC the default PDF viewer

1. Click on the magnifying glass next to the Tiles icon in the bottom left corner of the screen.
2. Type the word “default” into the search box.
3. Click on Default apps when it appears in the list.
4. In the box that comes up, scroll down until you see “Set Defaults by App”, click on it. 
 
5. In the window that comes up click on Adobe Acrobat Reader DC and then click on Manage.
 
 6. In the window that comes up, find .pdf on the left, to the right of .pdf click on top of the Google Chrome icon and another box will come up. In that box choose Adobe Acrobat Reader DC.
 
7. Click the X in the top right to close that window. Now all of the PDF’s should automatically open in Adobe Reader. 
 
 
 

How to install Microsoft products on a personal iPad or iPhone

The Geneva School District Microsoft License allows you to use Microsoft Office products on your iPad and iPhone for free. Full details can be found here.

1. Go to the App Store on the iPad/iPhone and search “Microsoft”; all available products will come up – Teams, OneNote, OneDrive, Outlook, Word, Excel, PowerPoint, Lens, etc.

2. Click “GET” or the cloud icon for the Office product that you would like to install.
3. After you click on the icon wait for the product to download, you will see the circle fill in blue as it goes around. When it’s done, click on Open.

4. After opening click on Get Started.

5. A box may ask if you would like notifications. Click Turn On or Not Now.

6. The next box should ask you to sign into a Microsoft account. Use your student or staff Geneva account (student ID is their username) [email protected] and password. This will allow you full use of Office Products for free, because of our school district Microsoft License.

How to open a PowerPoint on a personal iPad (helpful for KDG, 1st, 2nd grades)

Make sure that PowerPoint has been installed on the iPad/iPhone before following these directions. See directions above for installing.
 
1. Once PowerPoint is on your iPad open Safari and navigate to the location of the PowerPoint on the web. Often this is the teacher's website. 
2. Click on the link to the PowerPoint. This teacher has purple icons for the links to each day’s PowerPoint. 
 
 3. It will ask if you want to download the .ppsx file. Click Download.
 
4. As it downloads, watch the blue line below the circle icon. When it’s done the line will disappear. 
 
5. Then click on the circle and open the PowerPoint listed. 
 
 
 
 

How to enable Flash in Chrome

To enable Flash in Chrome, visit the site and click the LOCK ICON located at the left side of the URL:
 
 
 Then click on SITE SETTINGS:
 
 
A new Settings tab will open up for that website. Find the Flash permissions and set it to ALLOW
 
 
Close the Settings tab and refresh the page you changed the settings for. Flash should now be enabled. 
 

How to clear the cache in Chrome

1. To clear your cache in Chrome, first open the browser and click the THREE DOTS.
 
2. Then click on Settings.
 
3. In the search bar type "cache" then click on "Clear browsing data".
 
4. A new window should pop up. Click on Basic, change the time range to "All time", and select all three check boxes.
 
5. Click Clear data.
 
 

How to unmute your microphone

1. Open sound settings
2. Click on Sound Control Panel on the right side of the Sound Settings window.

3. Click on the Recording tab and then double click Internal Microphone (or Microphone)
4. Click on the Levels tab, click the volume icon to unmute, click OK.

How to join a Teams meeting from a link (not the calendar)

1. Click on the meeting link provided by your teacher. It might look like this. You might have to push and hold Ctrl on the keyboard and then click on the meeting link.
2. After you click the link this window will pop up in a web browser. Always click on Open your Teams app. The meeting experience is much better in the Teams app than in the browser.
3. After you click Open your Teams app this box will pop up. Check the box that says Always allow teams.microsoft.com to open links of this type in the associated app. Then click on Open. A new Teams window will open for your meeting. Click Join Now to join the meeting.

Didn't Find An Answer?

1. Geneva CUSD 304 Employees, check out our staff-specific troubleshooting guides.

2. Request Help (In-Person or Online-Only):

      -OR-

  • Parents, email Home Access Center Support ([email protected]) and describe the issue. An alternative, especially for younger students, is to open a Web Help Desk Ticket by using your child's login information. To avoid duplicates, please do only one of these options.

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