EdTech vs DOT
bit.ly/FWISDbctg
troubleshooting guide
Basic Classroom
05
06
01
04
03
02
Active Directory
Student Password Reset
Ben Q
MACBOOKS
Promethean
Google Chrome
11
12
07
10
09
08
INSTALLING software & applications
Technology service requests
staff password reset & MFA
Data sharing agreements
Focus
printers
🖨️
🛅
📑
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request (Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ Technology TRAINING RESOURCE LIBRARY
Home
⭐teachers that left fwisd device procedure
MACBOOKS
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
Keep your device running smoothly & fix common issues that arise:
- Quit apps
- Update apps from Manager
- Install Software Updates when available
- Restart device about once per week (or when things don't seem to be loading correctly)
- Shut down about once every two weeks
- It's ok to let your battery work- no need to keep the charger plugged in all day.
+ RESOURCES
💡 Extra TIPS
Google CHrome
Home
+ Third-party cookies
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
Clear Browsing Data: Often times, clearing your Google Chrome Browser's data (cache) will clear up many online issues (slow loading, can't log into sites, etc.)
+ SEE HOW!
Resetting Google Chrome: If an issue isn't resolved by clearing the cache, try resetting the Google Chrome browser.
+ SEE HOW!
Updating Google Chrome: It is also important to make sure Google Chrome is up-to-date. *Please note, manually updating Google Chrome has been disabled on Windows devices. These will be pushed out by the Help Desk when needed.
+ SEE HOW!
PRomethean
Home
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
Some Elementary campuses and all (most) Middle School campuses have the old Promethean boards. Elementaries are currently be refreshed with BenQ Panels. Middle schools are next in line to begin construction on renovations and, therefore, won’t be freshed before that happens. The older board software does not fully support the new PC updates. If teachers are keeping their laptops up to date, their board will probably only work as a display. Please refer teachers to their DLS for workaround ideas.
High schools & 6-12 Innovation campuses should all have a Promethean ActivPanel in every classroom. These interactive flat panels (IFPs) are basically giant tablets that can work as a stand-alone device or with a connected external device.
+ Activpanels
+ Old Boards
ben q panels
Home
+ Getting started qrg
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ Setting up ams account
+ INstashare app on MacBook
+ Interactive guide
Elementary schools are currently being refreshed with Ben Q Interactive Panels in every classroom. These interactive flat panels (IFPs) are basically giant tablets that can work as a stand-alone device or with a connected external device.
+ Interactive guide
Active directory
Home
Email Distribution (Contact)Lists:An easy way to email an entire campus is to search for the DL-M-CAMPUSNAME list in Outlook.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ Watch to learn how
Want to create your own? Reach out to your DLS for help!
Home
student password reset
All teachers/ staff have the ability to reset student passwords. *Please note: Make sure students sync their new password on their MacBooks.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ macbooks
+ password requirements
staff password reset
Home
Staff passwords are now required to be changed every 90 days. Staff members will receive email notices once a day, starting on 14 days before the expiration day, reminding them to reset their password. Be sure they know to get it done before those 14 days or they will not be able to reset it themselves.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ windows devices
+ MacBooks
Please note: If your password has expired (or has been expired for too long), you will get a message saying that your password can't be changed. That will mean you need to call the Help Desk (817-814-4357).
Setting up multifactor Authentication (MFA)
+ apple device
+ android device
printers
Home
+ windows: xerox
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ windows: lexmark
+ windows: OTHER
+ papercut: Macbooks
+ manually adding printers: Macbooks
💡 MacBook (PaperCut) tip: If teachers are having trouble printing, have them click on the Paper Cut icon in the Menu Bar > View My Printers. If no printers appear, click Add Printers and Install printers again. Sometimes the printers "disappear" and need to be re-added.
focus
Home
+ focus guides
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
+ advanced reports
+ focus refresher
Focus Dedicated Tech Support Helpline
817-814-3080
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
Focus Dedicated Tech Support Helpline 817-814-3080
Focus Dedicated Tech Support Helpline 817-814-3080
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
10
data sharing agreements
Home
Teachers have access to digital learning apps in Classlink. Teachers may also use outside digital learning tools, websites, and apps, as long as Student Data Privacy laws are being followed.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
Apps in Classlink: FWISD has a data-sharing agreement (DSA) with these apps, which means the company signed documentation agreeing to how student information is shared. Teachers may ask students to sign in so data can be tracked for classroom use.
Other Apps in Classlink: Textbook subscriptions and apps purchased by curriculum departments can also be found in Classlink. Generally, EdTech does not have access to these apps but can usually support teachers in using these in person. Feel free to refer teachers to their DLS if they have questions about integrating these apps into their curriculum. If teachers have questions about access or these not functioning properly, please enter a Support Hub ticket. These tickets are generally taken care of pretty quickly!
Apps NOT found in Classlink: If FWISD does not have a DSA or if you aren't sure if there is a current DSA on file for an app/website, it is best to use it anonymously with students. If we do not have a DSA for a website/app, students MAY NOT enter Personally Identifiable Information at all. Teachers may assign students numbers, colors, icons, etc. For example, we do not have a DSA with Kahoot. Teachers can use the Random Name Generator in the game settings to force students to choose a random (school-appropriate) name.
11
installing software & apps
Home
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
Teachers (and students) can only install FWISD-approved software and applications. On MacBooks, these can be installed from Mosyle Manager. On Windows devices, these can be installed from either Software Center or Company Portal (depending on the device). If the software or app needed is not available, a Support Hub ticket can be submitted to request it.*
*If it is not a district-approved app, it will not be able to be installed on a district device.
+windows
+Macbooks
12
technology service requests
Home
Issues related to network connectivity, passwords/ accounts, and hardware (including laptops, desktops, Chromebooks, interactive boards, and printers) usually require a Technology Service Request (Suport Hub Ticket) or a call to the Help Desk (817.814.4357) so a technician can be sent out to address the problem. If you are comfortable, you can troubleshoot these issues first.
A rule of thumb to keep in mind: 👇🏻👇🏼👇🏽👇🏾👇🏾
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)
- Call the Help Desk 817-814-HELP (4357)
It is a best practice that the staff member that is having an issue that requires a Technology Service Request to submit the ticket him/herself. Email addresses are collected when submitting the ticket and any correspondence sent from Customer Service will go to that email address, sometimes requesting additional information to continue working on the ticket. Also, the status can be checked at any time by logging into the Support Hub. Use the resources below to assist staff members with submitting a ticket.
Staff members should submit their own tickets.
+ QRG
+ reminders
+ TIPS
MacBooks
+ Resetting & syncing Passwords with MFA.
+ Resetting & syncing Passwords without MFA.
The QRG below will help if a staff member has changed their password and cannot login into the MacBook with their new password.
+ Syncing passwords
+software center
+company portal
Important Reminders
📢📧 Let staff members know that it is important to read any emails from IT Service Desk. If further information is being requested, a response must be received within 7 days or the ticket will be closed. ➡️📧A ticket can also be submitted via email to fwisd@service-now.com. This is useful when a staff member cannot access the Support Hub and/ or their device.
DETAILS NEEDED!
Be sure to enter as much detail as you can about your issue using the "Additional Comments" field. Be sure to include the following, when available/ applicable:
- Asset tag & serial number of device
- Make/ model of device
- Screenshot(s) showing issue
- If reporting for a student, include their name & student ID#.
Windows Devices
+ Resetting & syncing Passwords with MFA.
+ Resetting & syncing Passwords with MFA.
Another option on a Windows device is to hardwire into the FWISD network with an ethernet cable, press CTRL+ALT+DEL and select Change your password.
⭐📢IMPORTANT: Apple Devices from teachers that leave FWISD
When a teacher that has a district MacBook and iPad leaves the district, please collect those devices and submit a ticket in the Support Hub for them to be picked up and prepared for redistribution. Please use the following format when submitting a ticket for these:
MacBook Resources
Manager
Top 10 Need-to-Knows
The Manager app is where teachers can install district-approved apps. If an app is not available in the Manager, please complete a Support Hub ticket.
Quick Reference Guide
Quick Setup Guide
Installing Apps
Apple Teacher Learning Center
Apple Support
Promethean Boards in Middle Schools & (some) Elementary Schools
Troubleshooting Tips:
- Restart your device & the projector
- Clean the projector filter
- Cycle through the inputs
- Check all cord connections
- Check for updated software (Windows: Software Center; Mac: Manager)
Overview of hardware
Promethean Support
Student MacBooks
+ SYNCING Passwords
The QRG below will help if a student has changed their password and cannot login into the MacBook with their new password.
+ Logging in with new password
Basic Classroom Troubleshooting Guide
Hollie Gutierrez
Created on August 16, 2023
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Transcript
EdTech vs DOT
bit.ly/FWISDbctg
troubleshooting guide
Basic Classroom
05
06
01
04
03
02
Active Directory
Student Password Reset
Ben Q
MACBOOKS
Promethean
Google Chrome
11
12
07
10
09
08
INSTALLING software & applications
Technology service requests
staff password reset & MFA
Data sharing agreements
Focus
printers
🖨️
🛅
📑
If you can’t find an immediate solution in 5-10 minutes or less:
+ Technology TRAINING RESOURCE LIBRARY
Home
⭐teachers that left fwisd device procedure
MACBOOKS
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)Keep your device running smoothly & fix common issues that arise:
+ RESOURCES
💡 Extra TIPS
Google CHrome
Home
+ Third-party cookies
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)Clear Browsing Data: Often times, clearing your Google Chrome Browser's data (cache) will clear up many online issues (slow loading, can't log into sites, etc.)
+ SEE HOW!
Resetting Google Chrome: If an issue isn't resolved by clearing the cache, try resetting the Google Chrome browser.
+ SEE HOW!
Updating Google Chrome: It is also important to make sure Google Chrome is up-to-date. *Please note, manually updating Google Chrome has been disabled on Windows devices. These will be pushed out by the Help Desk when needed.
+ SEE HOW!
PRomethean
Home
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)Some Elementary campuses and all (most) Middle School campuses have the old Promethean boards. Elementaries are currently be refreshed with BenQ Panels. Middle schools are next in line to begin construction on renovations and, therefore, won’t be freshed before that happens. The older board software does not fully support the new PC updates. If teachers are keeping their laptops up to date, their board will probably only work as a display. Please refer teachers to their DLS for workaround ideas.
High schools & 6-12 Innovation campuses should all have a Promethean ActivPanel in every classroom. These interactive flat panels (IFPs) are basically giant tablets that can work as a stand-alone device or with a connected external device.
+ Activpanels
+ Old Boards
ben q panels
Home
+ Getting started qrg
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ Setting up ams account
+ INstashare app on MacBook
+ Interactive guide
Elementary schools are currently being refreshed with Ben Q Interactive Panels in every classroom. These interactive flat panels (IFPs) are basically giant tablets that can work as a stand-alone device or with a connected external device.
+ Interactive guide
Active directory
Home
Email Distribution (Contact)Lists:An easy way to email an entire campus is to search for the DL-M-CAMPUSNAME list in Outlook.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ Watch to learn how
Want to create your own? Reach out to your DLS for help!
Home
student password reset
All teachers/ staff have the ability to reset student passwords. *Please note: Make sure students sync their new password on their MacBooks.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ macbooks
+ password requirements
staff password reset
Home
Staff passwords are now required to be changed every 90 days. Staff members will receive email notices once a day, starting on 14 days before the expiration day, reminding them to reset their password. Be sure they know to get it done before those 14 days or they will not be able to reset it themselves.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ windows devices
+ MacBooks
Please note: If your password has expired (or has been expired for too long), you will get a message saying that your password can't be changed. That will mean you need to call the Help Desk (817-814-4357).
Setting up multifactor Authentication (MFA)
+ apple device
+ android device
printers
Home
+ windows: xerox
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ windows: lexmark
+ windows: OTHER
+ papercut: Macbooks
+ manually adding printers: Macbooks
💡 MacBook (PaperCut) tip: If teachers are having trouble printing, have them click on the Paper Cut icon in the Menu Bar > View My Printers. If no printers appear, click Add Printers and Install printers again. Sometimes the printers "disappear" and need to be re-added.
focus
Home
+ focus guides
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)+ advanced reports
+ focus refresher
Focus Dedicated Tech Support Helpline
817-814-3080
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
Focus Dedicated Tech Support Helpline 817-814-3080
Focus Dedicated Tech Support Helpline 817-814-3080
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
This line is for Data Clerks and technical issues with Focus. If a teacher needs assistance using Focus, refer the teacher to their DLS or a veteran teacher on campus.
10
data sharing agreements
Home
Teachers have access to digital learning apps in Classlink. Teachers may also use outside digital learning tools, websites, and apps, as long as Student Data Privacy laws are being followed.
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)Apps in Classlink: FWISD has a data-sharing agreement (DSA) with these apps, which means the company signed documentation agreeing to how student information is shared. Teachers may ask students to sign in so data can be tracked for classroom use.
Other Apps in Classlink: Textbook subscriptions and apps purchased by curriculum departments can also be found in Classlink. Generally, EdTech does not have access to these apps but can usually support teachers in using these in person. Feel free to refer teachers to their DLS if they have questions about integrating these apps into their curriculum. If teachers have questions about access or these not functioning properly, please enter a Support Hub ticket. These tickets are generally taken care of pretty quickly!
Apps NOT found in Classlink: If FWISD does not have a DSA or if you aren't sure if there is a current DSA on file for an app/website, it is best to use it anonymously with students. If we do not have a DSA for a website/app, students MAY NOT enter Personally Identifiable Information at all. Teachers may assign students numbers, colors, icons, etc. For example, we do not have a DSA with Kahoot. Teachers can use the Random Name Generator in the game settings to force students to choose a random (school-appropriate) name.
11
installing software & apps
Home
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)Teachers (and students) can only install FWISD-approved software and applications. On MacBooks, these can be installed from Mosyle Manager. On Windows devices, these can be installed from either Software Center or Company Portal (depending on the device). If the software or app needed is not available, a Support Hub ticket can be submitted to request it.*
*If it is not a district-approved app, it will not be able to be installed on a district device.
+windows
+Macbooks
12
technology service requests
Home
Issues related to network connectivity, passwords/ accounts, and hardware (including laptops, desktops, Chromebooks, interactive boards, and printers) usually require a Technology Service Request (Suport Hub Ticket) or a call to the Help Desk (817.814.4357) so a technician can be sent out to address the problem. If you are comfortable, you can troubleshoot these issues first.
A rule of thumb to keep in mind: 👇🏻👇🏼👇🏽👇🏾👇🏾
If you can’t find an immediate solution in 5-10 minutes or less:
- Enter a Technology Service Request
(Service Now Support Hub)It is a best practice that the staff member that is having an issue that requires a Technology Service Request to submit the ticket him/herself. Email addresses are collected when submitting the ticket and any correspondence sent from Customer Service will go to that email address, sometimes requesting additional information to continue working on the ticket. Also, the status can be checked at any time by logging into the Support Hub. Use the resources below to assist staff members with submitting a ticket.
Staff members should submit their own tickets.
+ QRG
+ reminders
+ TIPS
MacBooks
+ Resetting & syncing Passwords with MFA.
+ Resetting & syncing Passwords without MFA.
The QRG below will help if a staff member has changed their password and cannot login into the MacBook with their new password.
+ Syncing passwords
+software center
+company portal
Important Reminders
📢📧 Let staff members know that it is important to read any emails from IT Service Desk. If further information is being requested, a response must be received within 7 days or the ticket will be closed. ➡️📧A ticket can also be submitted via email to fwisd@service-now.com. This is useful when a staff member cannot access the Support Hub and/ or their device.
DETAILS NEEDED!
Be sure to enter as much detail as you can about your issue using the "Additional Comments" field. Be sure to include the following, when available/ applicable:
Windows Devices
+ Resetting & syncing Passwords with MFA.
+ Resetting & syncing Passwords with MFA.
Another option on a Windows device is to hardwire into the FWISD network with an ethernet cable, press CTRL+ALT+DEL and select Change your password.
⭐📢IMPORTANT: Apple Devices from teachers that leave FWISD
When a teacher that has a district MacBook and iPad leaves the district, please collect those devices and submit a ticket in the Support Hub for them to be picked up and prepared for redistribution. Please use the following format when submitting a ticket for these:
MacBook Resources
Manager
Top 10 Need-to-Knows
The Manager app is where teachers can install district-approved apps. If an app is not available in the Manager, please complete a Support Hub ticket.
Quick Reference Guide
Quick Setup Guide
Installing Apps
Apple Teacher Learning Center
Apple Support
Promethean Boards in Middle Schools & (some) Elementary Schools
Troubleshooting Tips:
Overview of hardware
Promethean Support
Student MacBooks
+ SYNCING Passwords
The QRG below will help if a student has changed their password and cannot login into the MacBook with their new password.
+ Logging in with new password