Technology Support

Aldrin provides technology resources to meet the instructional needs of our students within a digitally rich environment .

FCPS Launches New Parent Technology Help Desk

FCPS Parent Technology Help Desk Hours

Summer Hours:

Beginning on Monday, June 14, we are moving the service to our in-house Service Desk. The phone number for parents will stay the same -  833-921-3277 (833-921-FCPS) - and the reduced hours for summer are 8:00 AM to 4:00 PM, Monday through Friday in June, July and early August. Outside of those hours, parents can also visit the Parent and Student IT Support Portal to find self-help resources or submit a tech support request ticket.

The number is 1-833-921-3277 (833-921-FCPS). It will be answered by staff 7 a.m.to 11 p.m., seven days a week.

If the help desk is unable to solve the issue on the phone with the parent or guardian, they will enter a ticket on the parent’s behalf and the request for help will be transferred to the appropriate FCPS team. 

Get more information about the new Parent Technology Help Desk

Need Help in a Language Other Than English?

Parents or guardians who need help in a language other than English should let help desk staff know, and a interpreter will join them on the line. (FCPS also has existing parent information phone lines, available in eight different languages, that can assist with general questions about FCPS.)

FCPS Parent Information Phone Lines are available in eight different languages. 

Student and Parent/Guardian IT Support Portal

FCPS has also set up an online portal to allow older students and parents and guardians to request technology help directly. 

Self Help Options

- If you are a parent or a student and need account password help, you may try our self help options, here.  - Information on how to create a parent account can be found here  - For tips for Online Learning Success click here 

Still Need Help?  Submit a ticket. PARENT/GUARDIAN  or STUDENT

Still need help? Image of links to Parent/guardian and student IT ticket forms.

Student Reset Password

You can reset your password two ways:

1. Fill out a request form ticket via the Student Support portal.

2. Ask their teacher to reset it. The teacher can use the Teacher Assisted Student Password Tool

Questions:

Do students have to go to an FCPS building and connect to the FCPS Wi-Fi in order for the password change to “stick”?

If a student has forgotten a password and makes a change to it, then yes, they will need to connect to FCPS Wi-Fi to sync their new network password with their FCPSOn computer. This can be done simply by driving through the bus lane or walking near the front door of an FCPS building with the laptop and connecting to the network.  However, please note that a student can reset their password and use a personal device to continue with distance learning without connecting to FCPS Wi-Fi.

Technology Support for Families

Find out how to help your student log into Blackboard and Google Meet for their virtual classes and how to get help. LINK

Tech Help Videos

VIDEOS LINK - Just a few offerings below and in multiple languages.  Keep checking back as new videos are being added.

  • Create Easy to Find Links to Virtual Learning
  • Flipgrid basics
  • Flipgrid Screencast
  • Padlet Tutorial
  • SIS ParentVUE Account - multiple languages
  • Sound help on your FCPS Laptop
  • Virtual Learning Tips: How to create a SIS ParentVUE Account
  • Virtual Learning Tech Tips: Assessing 24-7 Learning: Parent View
  • Virtual Learning Tech Tips: Connection to Bluetooth Device
  • Virtual Learning Tech Tips: Connecting to an External Display
  • Virtual Learning Tech Tips: Sound Troubleshooting on Your FCPS Laptop
  • Virtual Learning Tech Tips: Troubleshooting the Camera on your FCPS Laptop
  • Virtual Learning Tech Tips: Microphone Troubleshooting on Your FCPS Laptop
  • Virtual Learning Tech Tips: Blackboard Collaborate Ultra (BBCU)
  • Virtual Learning Tech Tips: Accessing Google Meet
  • Virtual Learning Tech Tips: Google Classroom - Signing In & Joining Classes
  • Virtual Learning Tech Tips: Google Classroom - Locating Assignments
  • Virtual Learning Tech Tips: Google Classroom - Submitting Assignments
  • Virtual Learning Tech Tips: Google Classroom - Resubmitting Assignments\
  • Virtual Learning Tech Tips: Printing at Home - multiple languages

I need help...

How to Create and Access Parent View - Student Information System (SIS)

VIEW VIDEO FOR ACCESSING PARENT VIEW AND RESOURCES AVAILABLE ONCE YOU HAVE YOUR ACCOUNT

 

Parents can begin to prepare by ensuring they have a Student Information System (SIS) Parent Account and are able to login to FCPS 24-7 Learning Parent View.

View video instructions about accessing and using FCPS 24-7 Learning Parent View.

Forgot your password? To recover a forgotten password or change your password, visit the password management page.

FCPS 24-7 Learning Parent View Help Documentation: Tips for Parents and Frequently Asked Questions.

FCPS 24-7 Learning Parent View Support Request: This online tool provides an alternative to in-person school support.

ST Math - Parent Guides

ST Math Parent Guide - Spanish

 

TECHNICAL ISSUES WITH ST MATH Contact ST Math support at (888) 491-6603 or support@mindresearch.org

Digital Tools Help - Troubleshooting Guides

3310 Laptops Audio Driver Fix (5th and 6th Grade Laptops)

Audio Issues?

FCPS Desktop Management has worked to create a driver deployment that will be available for students to run from Software Center.

1. Make sure you are connected to the internet 2. Search for Software Center on your computer 3. Locate "Dell Latitude 3310 - Audio-Install Audio Driver 4. Click and install according to prompts 5. Reboot is not required, but is recommended

The Software Center advertisement will also disable both startup services for Realtek and Waves so that Windows can natively handle the headphone port on the computer.  

Airplane Mode - Internet Offline

If your internet does not work and you see this:

No internet image

You are in airplane mode.

Image of airplane circled on toolbar lower right

To Fix: 

 

  1. On your keyboard, press FN Key+Key with the radio tower icon. ...(Print Screen on some keyboards)
  2. You might need to hold those keys for a few seconds.

FN circled on the keyboardradio tower icon

Clear Cache History/Cookies

Do one of the following:

  1. From the “Menu” button in the upper-right corner of the Chrome window, choose “More Tools” > “Clear browsing data…“.
  2. Press “CTRL” + “Shift” + “Delete” keys in Windows or Linux, or “Command” + “Shift” + “Delete” keys on MacOS.
  3. Select “Menu” > “Settings” > “Advanced” > “Clear browsing data…”

How to Update Chrome

Link to how to update Chrome ENGLISH

IF you need to login as ADMINISTRATOR - Close ALL Chrome windows -> - Search  for Chrome  (magnified glass lower left on the toolbar -> Right Click and Run as Administrator -> Log in -> Go to Chrome -> Three dots on the right -> Help -> About Google Chrome-> it will now start to update and you should see a blue check if updated.

WIFI / internet access needed in my home

What if I do not have internet access in my home? What is being done to support equitable access to the internet for student learning?

Several internet providers have announced that they will make their services available for free for households with K-12 and/or college students who don’t already have internet through the company. Further installation fees may also be waived for new student households. Please contact your local internet provider for additional information. 

National PTA has joined several other education groups in calling for the Federal Communications Commission (FCC) to temporarily allow schools to utilize E-Rate program funding to provide Wi-Fi hotspots or devices with Wi-Fi capability to students who lack internet access at home. This action would help ensure that all students can remotely continue their education during the current public health emergency.

The coronavirus pandemic is shining a bright light on the so-called “homework gap” experienced by 12 million students in this country. The gap refers to those students who do not have internet access at home and are unable to complete their homework—at a time when over 70% of educators assign schoolwork that requires the internet

WIFI -Setup @ Home

To connect to your WiFi at home:

  1. Go to the login page.
  2. Look at the bottom right of your computer screen and click internet button
  3. Find your Wifi.  Click connect automatically
  4. Connect

**You may need to put in the password to your router. 

 

 

arrow pointing to wifi icon lower right on toolbar

 

arrows pointing to wifi and connect

 

Trouble Shooting Guide

View Guide

Microphone and Camera

Camera and Microphone Setup In Blackboard Collaborate Ultra (BBCU)

  

allow Click allow on your phone or tablet Haga clic en permitir en su teléfono o tableta
mic on

Turn your microphone on/off by clicking on the “Microphone” icon.

Your microphone should be turned off except when you are called to answer a question by your teacher.

Encienda / apague su micrófono haciendo clic en el icono "Micrófono".

Su micrófono debe estar apagado, excepto cuando Su maestro te llame para responder una pregunta.

camera on

Turn your camera on/off by clicking on the “Camera” icon at the bottom of the screen

Click Share Video

Encienda / apague su cámara haciendo clic en el icono "Cámara" en la parte inferior de la pantalla.

Haga clic en Share Video (compartir video)

session panel

If your camera or audio is not working, check the settings

1. Open the session panel by clicking on the purple and white arrows

Si su cámara o audio no funciona, verifique la configuración

1. Abra la configuración de la sesión haciendo clic en las flechas moradas y blancas

settings gear on navbar lower right 2. Click on Settings 2. Haga clic en configuración
settings speaker volume 3. Check that the volume is turned up 3. Suba el nivel de volumen
set up mic and camera

4. Click on Set up your camera and microphone

Complete the audio and camera tests

4. Haga clic en Set up your camera and microphone (Configurar su cámara y micrófono)

Completa las pruebas de audio y cámara

setting for using phone for session audio

If it still isn't working, 

Click on Use your phone for audio

Dial the number listed and type in the PIN when asked

 

 

Si aún no funciona,

Haga clic en Use your phone for audio (Usar su teléfono para audio)

Marque el número y escriba el PIN cuando se le solicite

click lock next to url in settings click camera allow microphone allow Make sure Camera and Mic are also Allowed in Chrome

Camera Test / Camera Issue Fixes

CAMERA TEST (COMPUTER)

Search Camera App

search camera app

If you don’t see yourself, click the gear in upper left corner to adjust settings.

gear icon to settings

CAMERA ISSUE IN (CHROME)

  1. Open Google Meet or another site using camera and mic
  2. Look for camera icon in upper right of Chrome window.
  3. Allow camera and microphone for https://us.bbcollab.com
  4. Camera make sure it is your default camera.
  5. If that does not fix it, click Manage to open settings.

 

image pointing to camera icon upper right in url bar,  continue to allow site to access mic and or camera

Make sure camera and mic are not blocked in settings.

  1. In Chrome, click on three dots on the top right.
  2. Click Settings
  3. Search camera
  4. Go to Site Settings

 

find three dots in Chrome far right under xSite settings

 

5. Click on chevron next to application. Example us. Bbcollab.com

6. Make sure Camera and Microphone say Allow

 

Click allow for camera and micclick on chevron next to web link

Microphone Test / Microphone Issue Fixes

MICROPHONE MUTED

Press fn key and F4 and quickly lift. 

This will unmute and mute your mic.

Fn keyF4 key

MICROPHONE VOLUME - May be different on each device.

For louder sound press and hold Fn and then press F3

 

FnF3

For quieter sound press and hold Fn and then press F2

 

FnF2

MICROPHONE / CAMERA NOT WORKING  (COMPUTER) - Different steps with Window versions.

This may look different depending on which Widows version you are running on your computer

  • Click Search Icon
  • Click Settings
  • Click Privacy
  • Scroll to App permissions
  • Click Camera and enable
  • Click Microphone and enable
  • Make sure to allow desktop app (Chrome is also enabled)

search settings

click privacy

 

click mic or camera

allow access to microphone or camera and allow mic for chrome

 

MICROPHONE TEST (COMPUTER)

To test your microphone, SEARCH the Voice Recorder app on your computer and record a sample.

SEARCH VOICE  APP ON YOUR COMPUTER

If does not work, choose the three dots in the lower right corner then microphone settings and try to adjust settings …

 

 

 

 

 

Scroll down to Allow apps and desktop apps to access your microphone.

Make sure Mic is On for Google Chrome.

 

OPEN APP, CLICK THREE DOTS LOWER RIGHT MIC SETTING, THREE DOTS ALLOW APP TURN ON BUTTON AND ALLOW MIC IN CHROME

ALLOW MICROPHONE and CAMERA IN CHROME

Make sure Camera and Mic are also Allowed in Chrome (Image 2) –

LOCK by url -> choose to allow for mic and camera

 

choose lock by url settings allow camera and mic

SETTING VOLUME AND MICROPHONE & CAMERA SETUP IN BLACKBOARD COLLABORATE ULTRA (BBCU)

Make sure Camera and Mic are also Allowed in Chrome (Image 2) – LOCK by url -> choose to allow for mic and camera

 

IN BBCU Click gear setu up microphone/camera set speaker volume