1:1 Troubleshooting Guide

227 N. Fourth Street
Geneva, IL 60134
Phone: 630-463-3000

1:1 Troubleshooting Guide

Directions to Fix Common Device Issues

Click on each question below to see the answer.

One-to-One Troubleshooting

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

The wireless icon should look like this:

If you see a globe your Wi-Fi may be turned off.

Globe icon in red box

1. Click the globe.

2. Hover over the Wi-Fi symbol and click it to turn it on.

Wifi controls in red box

It should now look like this:

wifi controls in blue CUSD304 selected

If you see an airplane icon in your task bar, that means airplane mode is turned on.

airplane icon in red box

To turn airplane mode off,

1. Click the airplane icon in the task bar

2. Click on Airplane Mode to turn it off blue airplane mode icon in red box

3. It might take a few seconds for your device to connect to the Wi-Fi network.

If these steps don’t resolve your issue, please submit a Help Desk ticket.

GlobalProtect - How to do single sign-on.

Sign into the computer following these steps:

1. Click Other User

2. Click Sign-in options

3. Click on the Globe first, then enter username and password.

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

If these steps don’t resolve your issue, please submit a Help Desk ticket.

Global Protect won't connect.

Look for the GlobalProtect icon in the taskbar or system tray in the lower right-hand corner of your screen.

Click on it to see the status. It should look like:

If GlobalProtect says “Connection Failed", click the drop-down menu and select Refresh Connection.

menu showing Refresh, settings and disconnect

Click Refresh Connection.

If you still can’t connect to Global Protect, please submit a Help Desk ticket.

My camera is not working.

HP Device

Lenovo Device

Press the F8 key while logged on to the computer and retry accessing the camera

Acer Device

If the device specific instructions above don't fix the issue, there are some general steps to try as well

1. Click on the Windows icon on the bottom center of the screen and type in “Installed Apps” and click on Installed Apps in the search results.

2. In the search filed, type in Camera

3. Click on the three dots and click Advanced Options

red arrow points to drop down window with Advanced Options

4. Scroll down to look for the Reset section, and click on the Reset Button. You will be asked to verify that you want to reset the app.

5. Click the Reset button again.

screenshot says "This will permenantly delete the apps data on this device,including your prefereences and sign in details

6. Retry the camera to see if it's working.

If your camera is still not working, please submit a Help Desk ticket.

My microphone is not working.

Press the F4 key to mute/unmute your mic

You will see a microphone icon with mute status appear on your screen

Muted:

Shows icon of microphone with line across

Not muted:

Alternatively:

Click the Windows icon Four blue squares in a red box

Search sound settings

window with Sound Settings in search bar

Scroll down to Input section and check whether your voice is being detected under Volume. The sound bar should move in response to your voice.
window with input settings

If your mic is muted it will look like the following:

microphone icon with a line through it in a red box

lf your microphone is still not working, please submit a Help Desk ticket.

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.

reads Invalid file or folder name characters in OneDrive for Business on Office 365 allows -#%*:<>?|

This is what your One Drive icon should look like.

If this does not resolve your issue, please submit a Help Desk ticket.

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 or top of the laptop until the light goes off. This could take several seconds. If this does not solve the problem, please submit a Help Desk ticket.

My touchscreen is not working.

Restart your laptop by clicking the Start button (Windows logo) > Power button > Restart

Red arrows point to Restart, On/Off icon and Windows icon (four squares)

If this does not solve the problem, please submit a Help Desk ticket.

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

Turn off your laptop by holding down the power button on the side or top 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 submit a Help Desk ticket.

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.

Some Lenovo devices include an F6 key that toggles the touchpad, but not all models have this feature.

Acer laptops use the F10 key.

For HP laptops press the FN and F2 button at the same time.

Keyboard with a red circle aroudn the F2 key and the Function key

If this does not solve your issue, please submit a Help Desk ticket.

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).

red circle around the input for AC adapter

If this does not solve the problem, please submit a Help Desk ticket.

My keyboard is not working.

Restart your laptop. Touch or click the Windows icon on your screen, then power, and then restart.

red arrows point to Restart, On/Off icon and four-square Windows icon

If this does not solve the problem, please submit a Help Desk ticket.

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:

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.)
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 submit a Help Desk ticket.

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 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:

On the pre-join screen, click on the "change background" icon
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.
Click on the “Blur” image at the top to blur your background without using an image.
To add a new background, click on “Add new” then 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:

Click on the ellipsis “…” in the meeting controls toolbar to display more actions.
Click on “Apply background effects”
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.
Click on the “Blur” image at the top to blur your background without using an image.
To add a new background, click on “Add new” then 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:

Please visit this link (Geneva 304 password required).
Once the image opens in your browser, right-click to save the image to your desktop.
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.

school website Drop down menu for Students with red box around 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.

Red circle around purple Microsoft Teams icon

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

red circle around 9 square icon in top left corner and around Teams icon

3. After Teams opens click on the 3 dots.

red circle around three dots in left side bar

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 25^th.

red circle around an appointment on a calendar

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

red circle around a botton that says 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.

red circle highlights the Allow button

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

Red circle around a button that says Join Now

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

Red circles around camera icon, microphone icon and telephone icon

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. microphone icon with a line through it

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.

Student drop down menu on website with red square around Office 365/Student email

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

red circle around 9-square menu icon in top left corner and around the Teams icon

3. Click on the computer icon in the bottom left of your screen – when you hover over this it will say “download desktop app”.

Red arrow points to a download icon in lower left corner

4. Watch for the blue circle to complete and the seconds count down. When it is complete click on the arrow and choose Open.

red arrows point to the word Open and to a down arrow

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.

red arrow points to words Pin to Taskbar

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.

step 3 red circle around the word Devices in left side bar and and step 4 red circle around down arrow

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.

red circle around three lines in top right corner

Click OK

Global Protect will disconnect, and then reconnect.

Grey globe icon with word Disconnecting under

Blue and green globe icon with the word Connected under

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.
red arrow points to icon in top right corner

red arrow points to icon in 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 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.
red arrow points to Default Apps

4. In the box that comes up, scroll down until you see “Set Defaults by App”, click on it.

red arrow points to words Set Defaults By App

5. In the window that comes up click on Adobe Acrobat Reader DC and then click on Manage.

red arrow points to button called 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

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.

red circles around the Download icon (cloud with a down arrow)

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.

window reads Do you want to download? with button options View and 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 clear the cache in Chrome

1. To clear your cache in Chrome, first open the browser and click the THREE DOTS.

red circle on three vertical dots in top right corner

2. Then click on Settings.

red circle around the word Settings in a menu

3. In the search bar type "cache" then click on "Clear browsing data".

red arrow and circle highlight the words Clear Browsing Data and Cache

4. A new window should pop up. Click on Basic, change the time range to "All time", and select all three check boxes.

green arrow around the word Basic, orange circle around the words All Time, blue circle around three check boxes and red arrow around button Clear Data

5. Click Clear data.

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. sample class schedule

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.

red circles around empty check box and the button open

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):

(Preferred): Staff or Students, open a Tech Help Desk Ticket - Technicians are available for help!

-OR-

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