Device Use Troubleshooting

Whether you are attending school face to face, hybrid, or off campus, you are all virtual learners because you all are using a device (iPad, laptop, Chromebook, or phone) for your educational experience and needs such as receiving assignments, submitting your assignments and participating in Zoom class. 

 

The following are the main issues with device use that we have encountered during the first two quarters of school.

 

If your technical issue is not listed or can't be resolved below, please feel free to contact Debra Castillo at [email protected] or call (956) 430-4900 and she will be more than happy to assist you.

MY IPAD ISN’T WORKING

 

Main Issue #1: MY IPAD ISN’T WORKING RIGHT-MAKE SURE THAT IT HAS BEEN POWERED OFF

 

MUST DO EVERY DAY!!

 

Before we get into any troubleshooting, let us review the proper way for logging in and logging out of the device on a daily basis.  These steps must be followed; otherwise, you will have issues.

 

Step 1:  In the morning, unplug your device.  It should be fully charged.

Step 2:  Sign into your class on Canvas via Google Chrome Browser.  (See below How to Access Google Chrome Browser A-I)

Step 3:  For each of your classes you will have a Zoom link (See below How to use Zoom Link)

Step 4:  Participate in all of your classes

Step 5:  At the end of the school day or when you have finished all of homework for the day, you must close all your tabs, power down your device, and plug your device into an outlet so that it can recharge and update overnight.

Step 6:  Your device will recharge and update overnight so that you will be ready to go the next day.  Repeat Step 1.

 

 

95% of the problems that we are encountering are because the students are not powering down their devices at the end of the day.   Students are wanting to stay logged in because they don’t want to take a few seconds to log in the morning.   In the long run, they are just creating more problems by not letting the iPad recharge and update properly by shutting it down. 

 

 

 

 

HOW TO ACCESS GOOGLE CHROME BROWSER

 

 

Main Issue #2: CAN’T LOG INTO CANVAS--YOU MUST USE GOOGLE CHROME TO ACCESS CANVAS

 

*On the school issued iPad-make sure that the Google Chrome app is installed.  If not, go to the Self -Service app and install or reinstall the app.

 

*On a personal device-just make sure that you use the Google Chrome browser.  Please make sure to download Google Chrome onto your personal device. 

 
A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.   Scroll down a bit and on the left side you will see Canvas (it will be in alphabetical order).
G.  Click on Canvas and a Sign In Box will appear.
H.  Sign in using your HCISD email address and password. (See below District Email Address and Passcode A-C)
I.   Your Dashboard will appear, and you will be ready to begin your classes.

 

DO NOT USE THE SAFARI BROWSER OR THE CANVAS APP TO ACCESS CANVAS!

 Using the Canvas App or Safari will only give you more problems along the way.

 

If you are using the Google Chrome app/browser and you notice that the Canvas App is appearing all by itself or if you notice that the Dashboard is more over to the left side of the screen …go to the 3 horizontal dots in the upper right side of the iPad, click on New Incognito Tab, and sign in again.  This should allow for Canvas program to operated properly. 

 

 

DISTRICT EMAIL ADDRESS AND PASSCODE

 

 

Main Issue #3: EMAIL DOESN’T WORK—YOU MUST MAKE SURE THAT YOU TYPE IN ALL THE INFORMATION CORRECTLY

 

A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.  Scroll down a bit in the middle of the page you will see Webmail under the letter W (it will be in alphabetical order).

 

G.  Email address formula is as follows:

Last 2 digits of graduation year + last 4 digits of student ID number  + first 2 letters of first name + first 2 letters of last name followed by the @hcisd.org

 

For example:  Student Name:  Ima Student

                          Graduation Year: 2024

                          Student ID Number:  84956

 

Her email address would be:  [email protected]  (not case sensitive)

 

H.  Passcode formula is as follows:

First 2 letters of first name (first letter capitalized)+ first 2 letters of last name (first letter capitalized) +birth month birth date

 

For example:  Student Name: Ima Student

                          Birthday:  February 17 (February is the 2nd month-each one must  

                                             be two digits so you might need to add a 0.)

 

Her passcode would be:  ImSt0217 (this is case sensitive so it must be exact)

 

I.  Email will not work if the formulas are not exact or if there are any misspellings such as:

 

If you typed @hsicd.org instead of @hcisd.org

If you typed @hcisd.com instead of @hcisd.org

 

Please make sure that you are typing everything in the correct way.

                       

Your district email address and password for accessing your district email and logging into Canvas are exactly the same.  

 

If you know that you are typing in everything in the correct way, the formulas are correct, and you have powered down, and your email is still not working, please submit a Passcode Reset Form and remind your teacher to send me an email [email protected] to let me know that a Passcode Reset Form has been completed.

 

It is a standard protocol to never share your passwords, but if you feel yours has been compromised please notify the Library Media Specialist as soon as possible so that it can be documented and that a new password can be issued out.

 

HOW TO ACCESS GOOGLE ACCOUNT

 

Main Issue #4: CAN’T LOG INTO MY GOOGLE ACCOUNT-YOU MUST MAKE SURE THAT YOU ARE USING THE CORRECT PASSCODE

 
A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.   Scroll down a bit and on the left side you will see Google Account under the letter G (it will be in alphabetical order).
G.  Click on it and it will take you straight to the Google Account page
 
FROM HERE IT GETS TRICKY!
IT ALL DEPENDS ON WHO ALL ARE USING THE DEVICE AND IF YOU HAVE LOGGED IN PREVIOUSLY.
 
E.  In the top right corner-click on either Sign In OR Go to Google Account (which ever one you see)
 
F.  If Sign In (you are the only one with a Google Account on the device) -then type in your district email address and the password by default is Tech2020
G. If Choose An Account (then others have Google Accounts on the device)
             1.  Then click on your district email account and use the default password Tech2020
       OR
              2. Click on Use another account-type in district email address and use the default password Tech2020
 
G.  If Tech2020 doesn’t work, you may have changed your password previously, then it will be the password that you changed it to.
H.  If the password that you created doesn't work, then the librarian or tech may have changed your password previously, then it would be the passcode that you use for your district email.

 

For example:  Ima Student username would be: [email protected]

      Ima Student passcode would be: Tech2020 (unless it has been  

       previously changed by you or Cano librarian or tech)

 

I.  If NONE of the above work or you don’t remember your password, please submit a Passcode Reset Form and remind your teacher to send me an email [email protected] to let me know that a Passcode Reset Form has been completed.

 

Please make sure that you are typing everything in the correct way.

                       

For the spring the semester, accessing your Google Account should have the default passcode of Tech2020 unless the librarian or tech have previously changed it for you, or you changed it at the beginning of the year.

 

Nonetheless, if you are not able to access your Google Account after 2-3 attempts it is best if submit a Passcode Reset Form so that we can take care of it for you. Please remind your teacher to send me an email [email protected] to let me know that a Passcode Reset Form has been completed.

 

It is a standard protocol to never share your passwords, but if you feel yours has been compromised please notify the Library Media Specialist as soon as possible so that it can be documented and that a new password can be issued out.

 
 

HOW TO ACCESS CLEVER

 

Main Issue #5: CAN’T FIND THE CLEVER PAGE TO ACCESS PEARSON OR NAVIANCE-NEED TO MAKE SURE THAT YOUR ARE ABLE TO LOG INTO YOUR DISTRICT EMAIL

 

 

A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.  Scroll down a bit and on the left side you will see Clever under the letter C (it will be in alphabetical order).
G.  Click on Clever and a Sign-In Box will appear.
H.  Click on Log in with Active Directory—if you are already log in, it will take you directly to Clever
I.   If you are not logged in--it will ask you to sign in by using your district email address and passcode.
J.  Clever screen will appear--locate Pearson or Naviance and click on it. Further instructions will be on the assigned programs

 

 

 

HOW TO ACCESS COLLEGE BOARD

 

Main Issue #6: CAN’T FIND COLLEGE BOARD-NEED TO MAKE SURE THAT YOU HAVE YOUR LOG IN INFORMATION

 

A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.   Scroll down a bit and on the left side you will see College Board under the letter C (it will be in alphabetical order).
G.  Click on it and it will take you straight to the College Board page--follow the instructions on how to sign in.
H. Test that you can sign in, if not follow the steps to reset your password. As a campus, we do not have the ability to reset your password. It must be done through College Board.

 

 

 

HOW TO ACCESS THE PARENT/STUDENT HOME ACCESS CENTER

 

Main Issue #7: DON’T KNOW HOW TO CHECK MY GRADES-NEED TO KNOW YOUR DISTRICT EMAIL WITHOUT @hcisd.org

 

A.  Tap on the Google Chrome app/browser.
B.  The Google Search bar appears.
C.  Type in www.hcisd.org in the search bar or the URL address bar.
D.  Click and it will take you straight to the Harlingen Website/Webpage.
E.  Go to Resources…For Students.
F.  Scroll down a bit and in the middle of the page you will see Parent/Student Home Access Center under the letter P (it will be in alphabetical order) -- click on it
G.  Another page will appear with Parent/Student Home Access Center in a red rectangular box-click on it
H.  A Sign-In box will appear
  1. First time Log In—the username is your district email without @hcisd.org and your password is exactly the same as your district email without @hcisd.org

For example:  Ima Student username would be: 244956ImSt

                          Ima Student passcode would be:  244956ImSt (must be typed exactly the same         

                                                                                                          as the username)

 

I.  Once you log in-it will ask you to reset your passcode. When you reset the passcode use the same passcode that you use for your district email.

 

For example:  Ima Student passcode would be:  ImSt0217  (district email passcode)

 

J.  You will need to set up two security questions.  Once you set up the two security questions, your new passcode will be set for Parent/Student Home Access Center.
L.  You will now be able to view your grades and progress reports.
 
PARENT ACCESS
M.    In order for your parent to have access to the Parent/Student Home Access Center, your parent will need to set up their own username and passcode via Harlingen Webpage…Resources….For Parents
N.    If your parent needs assistance with logging in, they need to contact Mrs. Brenda Gonzalez at [email protected]

 

 
 

 

 

HOW TO ACCESS ZOOM

 

Main Issue #8: CAN’T GET INTO CLASS USING ZOOM-MAKE SURE THAT YOU GET TO CLASS BEFORE THE CLASS PERIOD STARTS

 

*On the school issued iPad-make sure that the Zoom app is installed.  If not, go to the Self -Service app and install or reinstall the Zoom app.

 

*On a personal device-just make sure that you use the Google Chrome browser and then install the Zoom program.

 

 

A.  Using the Canvas Dashboard, you should be able to get into your class using Zoom.
B.  Go to the class and find the Zoom Link or Zoom Button-click on it
C.  You should be allowed to enter the class without having to type in the passcode.
D.  You will get a message to sign in your name—you must put your first and last name-anything other than your correct first and/or last name will result in the teacher not letting you into the class
E.  If you are a little early to class or are within the 5-minute grace period--you will get a message to please wait while the teacher is preparing to the start the class
F.  If you are late and the teacher has started sharing her screen—it is very likely that the teacher will not see that you are in the waiting room—so send the teacher an email to let them know that you are in the waiting room
G.  Just a reminder that just because you are off campus doesn’t mean that you don’t have to be in class on time.

 

 

 

HOW TO GET AN APP

 

Main Issue #9: THE APP I NEED IS NOT IN THE SELF SERVICE

 

*On the school issued iPad, all of the apps you will need are under the Self Service App.  If you can’t find it under the Self Service App, DO A HARD RESET (push on the home button and power button at the same time) to power off the device.  If the app still doesn’t appear after you power it back on, please contact the librarian as soon as possible at [email protected].  It will take a full 24 hours to put the app in your iPad under Self Service.  This is a rare problem, but we have found at least 2 iPads that certain apps were not installed. 

 

*On a personal device, the apps will need to be downloaded as needed. 

 

 
 
 
 

 

HOTSPOT IS NOT WORKING

 

Main Issue #10: HOTSPOT IS NOT WORKING -MAKE SURE THAT THE DEVICE IS NOT BEING OVERCHARGED

 

How to Use the Hotspot

 

1. Charge the hotspot by plugging it into an outlet--make sure that it is fully charged-the 3 batteries light will be 
     blue
2. Once your hotspot is fully charged unplug it from the wall.
3.  Push the On Button on the hotspot and go to Settings on your device.
4.  Locate the Hotspot Name and enter the passcode of the device (located on the device or box)
5.  Now your Hotspot is ready to use.

 

TIPS TO KEEP YOUR HOTSPOT RUNNING PROPERLY

 

1. NEVER leave your hotspot plugged in 24/7.  As soon as it fully charged it should be unplugged from the wall.
 
2. DO NOT use at the same time that your internet is working. Use either one or the other but not both.  A hotspot
    was checked out to those who don’t have internet or who have unreliable internet.
 
3. The hotspot should only be used for educational purposes such as during the day when the student is
    participating in Zoom class or when the student is doing homework. THE HOTSPOT SHOULD NOT BE USED
    FOR ENTERTAINMENT PURPOSES.
 
4. The hotspot needs to be powered off when it is not being used for educational purposes.
 
5.  When the battery level is low (only one blue light on), it needs to be plugged into until it is fully charged so that it can be used again.

 

 

 

 

 

 

 
CLICK ON PASSCODE RESET FORM
COMPLETE AND SUBMIT
AN EMAIL WILL BE SENT TO YOU WHEN IT HAS BEEN RESET.