Chromebook Support

• Chromebooks are assigned to a campus based on enrollment and therefore, technology may move them to other campuses to meet enrollment needs.

• District purchased student devices are intended to be checked out by individual students or assigned to carts dedicated to classrooms and not set aside solely for testing devices. Campuses may purchase additional devices if they would like to have a designated set for that purpose.

• Each device available for assignment comes with a 65W USB-C charger. Technology does not provide spare chargers. Campuses can purchase additional chargers to have in classrooms or as loaners to students.

• The Chromebook is intended for student use only. The device has been configured to always remain connected to the PfISD network. Filtering measures have been installed in accordance with CIPA guidelines and are designed to only allow online access to the educational resources the student would typically use while on campus. While the district has installed filtering software on devices, we cannot guarantee blocking all inappropriate sites.

• Chromebooks are district property and must be returned when the student is no longer enrolled at the campus or in PfISD.

• Students who leave the district and fail to turn in their device and any related equipment will have theft charges filed against them immediately upon the district’s knowledge of such an event. The district will prosecute the occurrence to the fullest extent of the law.

• The Chromebooks are to be used in accordance with the District’s Acceptable Use Agreement.

• Internet access is not provided with the Chromebook. Students will need to connect to their own home wireless or use public wireless where available.

The Chromebook Responsibility Agreement Form must be completed annually to use or be assigned a Chromebook. We have transitioned completely online and will no longer use Skyward for this agreement. Instead, Incident IQ will manage the process, eliminating the need for paper documents.

Parents/Guardians will use the following link to complete the form:

Chromebook Responsibility Agreement Form

Parents/guardians should review and complete the form with their student, using the student’s ID number (including the capital S). They can agree or disagree to the terms.  A copy of the agreement can be seen here.

After they enter their S#, the wording above it changes to have them verify the student’s name and then click HERE to get to the agreement.

 

• Additional Information:
  • Language Translation: Users can utilize their browser’s ability to change languages. A “how-to” document is on the G.R.I.D., and you can share this link as well if needed: Translate a Webpage in Chrome.
• Traducción de idiomas:
  • Los usuarios pueden utilizar la capacidad de su navegador para cambiar de idioma. En el G.R.I.D. hay un documento sobre cómo hacerlo, y también puedes compartir este enlace si lo necesitas: Cómo traducir una página web en Chrome.

 

Care and Maintenance Expectations:

• Encourage students to keep their devices clean.

• Removable stickers that help them know it belongs to them are approved, but must be removed by students before they turn in their device.

• Encourage students to carry a Chromebook in a backpack or Neoprene sleeve to protect them from damage.

• The Chromebook is the property of Pflugerville ISD and should be kept clean and free of marks at all times. No markers or paint pens should be used to write on the device. Writing or drawing on, engraving or otherwise defacing the Chromebook are not allowed and will result in loss of privileges and disciplinary consequences.

• Treat the Chromebook with care by not dropping it or gripping it with the screen.

• Do not leave your Chromebook in an unsecured area. This includes an unlocked locker.

• Do not loan a Chromebook to anyone.

• Protect the Chromebook by unplugging the power supply and other peripherals when transporting it.

• Protect the display by carefully closing the lid when moving the Chromebook. Avoid objects left on the keyboard.

• Students should protect their Chromebook from extreme heat or cold. Chromebooks should never be left in a car, even if the car is locked.

• Chromebooks should be protected from the weather, water or other liquid, food, and pets. Students should never eat or drink while using their Chromebook, or use their Chromebook near others who are eating or drinking.

• Heavy objects should never be placed or stacked on top of your Chromebook. This includes books, musical instruments, sports equipment, etc.

• Students should use care when plugging in any cords, cables, or peripheral Chromebooks into their Chromebooks.

• Chromebooks should not be placed on or under soft items such as pillows, chairs or sofa cushions, or blankets. This could cause the Chromebook to overheat, and will result in damage to the Chromebook and possibly a fire.

• Clean the screen only with a soft, dry microfiber cloth. Do not use Windex or other harsh chemicals to clean the screen.

Chromebook Troubleshooting Guide

This document covers

• Powerwashing (factory reset)

• Battery life tips

• Screen brightness

• Power issues

 

Touchpad Troubleshooting Guide

This document covers how to use and troubleshoot the trackpad features.

 

PfISD Wifi Connection Troubleshooting

This document helps users disconnect from Guest Wifi to PfISD Wifi on Chromebooks

 

How to Use the Camera of the Chromebook

Short video demonstration

 

 

Computer Repair Process:

• OS issues

  • Have them try the tips listed on the Chromebook Troubleshooting Guide

  • If the above does not resolve the issue, submit a ticket with details of the errors they have and place it in the Need Repair area on the campus with the completed Technology Repair Form attached.

  • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up.

• Hardware Issues

  • It will not power on at all.

    • Have the student/homeroom teacher refer to the Chromebook Troubleshooting Guide.

    • Have a known working charger that they can plug into for a bit.

    • Have the student/homeroom teacher perform the Hard Reset

    • If the above does not resolve the issue, submit a ticket with details and place it in the Need Repair area on the campus with the completed Technology Repair Form attached.

      • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up OR

      • Issue a loaner device (This can be an older device or another Chromebook - if available). If issuing a loaner, check it out to the student in Incident IQ (can add a due date) OR

      • Collect it from the student and reissue a different device.

  • Damage: cracked screen, missing keys, liquid involvement, etc.

    • We understand that accidents happen, but we need to know what exactly happened. We cannot get repair parts without a detailed explanation.

      • Student knocked laptop accidentally off the desk.

      • Student dropped it when walking in the hallway.

      • Tripped over the chord and now it will not charge.

    • Submit a ticket with details and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

    • Have them check back or let them know when the ticket has been completed so they can come and pick the device back up OR

      • Issue a loaner device (can be an older device, another Chromebook - if available). If issuing a loaner, check it out to them in Incident IQ (can add a due date) OR

      • Collect it from the student and reissue a different device.

    • Recommended Option: Add an incident to the student account in Asset Management (formerly TipWebIT) for damage under the Charges tab

      • Click on Students (top tab area)

      • Search for student by name or ID

      • Click the arrow > next to their name

        • Charges tab - will show any charges that they may have

          • Add Record

          • Select Charge Type of 1st Repair Incident ($0) if no other incident is listed, otherwise, select 2nd or 3rd.

          • Let students know the amount that may be charged and refer them to the tab above under Student/Parent > How to pay for a fee

      • If first offense, campus can do a hot-swap

      • If second or subsequent offense, campus can either loan a device for the day (checkout/check-in) if available or provide an alternate method of instruction until the device is repaired.

Technology Tickets

• Any staff member can submit tickets utilizing the Incident IQ Ticket System (IIQ)
• Teachers have access to easily submit a ticket on behalf of a student, using the My Classes link on the Incident IQ Dashboard.
• Help tickets should include the following information: Student Name, Student ID, Chromebook Asset Tag, location of the device, description of the Chromebook issue and what has been done to address the issue. If utilizing My Classes, most of this information is provided automatically. 

 

Computer Repair Process:

• OS issues

  • Have them try the tips listed on the Chromebook Troubleshooting Guide

  • If the above does not resolve the issue, submit a ticket with details of the errors they have and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

  • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up.

• Hardware Issues

  • It will not power on at all.

    • Have the student/homeroom teacher refer to the Chromebook Troubleshooting Guide.

    • Have a known working charger that they can plug into for a bit.

    • Have the student/homeroom teacher perform the Hard Reset

    • If the above does not resolve the issue, submit a ticket with details and place it in the Need Repair area on the campus with the completed Technology Repair Form attached.

      • Have the student/homeroom teacher check back or let them know when the ticket has been completed so they can come and pick the device back up OR

      • Issue a loaner device (This can be an older device or another Chromebook - if available). If issuing a loaner, check it out for the student using Incident IQ Asset System.

  • Damage: cracked screen, missing keys, liquid involvement, etc.

    • We understand that accidents happen, but we need to know what exactly happened. We cannot get repair parts without a detailed explanation.

      • Student knocked laptop accidentally off the desk.

      • Student dropped it when walking in the hallway.

      • Tripped over the chord and now it will not charge.

    • Submit a ticket with details and place it in the Need Repair area at the campus with the completed Technology Repair Form attached.

    • Have them check back or let them know when the ticket has been completed so they can come and pick the device back.

What if a device is stolen?

• Theft must be immediately reported to the Help Desk at (512) 594-0212.
• A police report must be filed within 3 days of the device being stolen and a copy of the report must be made available in order to receive a replacement or loaner device. Theft should be reported to Pflugerville ISD Police Department if the incident occurred while on school property. For thefts outside of school, contact the local police department.
• Replacement devices will not be issued until a physical copy of the police report has been received and verified by the Technology Department.

 

What if the device is lost?

• Check Incident IQ to see Last Login User and Last Seen Date to see if that will help locate the device. If you need more up-to-date information, contact the Helpdesk.
• Report to the Help Desk at (512) 594-0212 or submit a ticket with details to start the action of locking the device down.
• Parent/Student is responsible for the replacement cost of the device.(Refer to Chromebook Agreement for fee schedule)
• The insurance does not cover loss of the device.

 

What happens once a device is reported Lost or Stolen?

• The device will be locked with a message to return to Pflugerville ISD as soon as reported.
• Helpdesk/Technician will:
  • Check the latest location with ClearPass/HPE
  • Check last user logged in
  • Notify campus or add information to the ticket.
  • If not located within 5 days, information will be provided regarding payment.

 

How do we lock a device?

• Report to the Help Desk at (512) 594-0212 or submit a ticket with details to start the action of locking the device down.

 

How do we unlock the device?

• Verify within Incident IQ that the device is the correct device for that student.
• Report to the Help Desk at (512) 594-0212 or submit a ticket with details to unlock the device.
• Verify any notes on the students' accounts regarding the device.
  • If payment has been made, reimbursement procedures will need to be followed.

We expect all students to exhibit responsible care and to safeguard their devices from damage as repairing and replacing them expends valuable district resources. The device will be assessed by our technical staff within 48 hours to determine if it is accidental or intentional damage.

 

No Issue:

• Normal wear & tear of a device or charger

  • Light cosmetic scuffs and scratches that can be wiped away or removed with approved removers

  • Fuse blown in charger - no signs of visible wires showing, cuts, bites, bent USB-C connector

  • Battery failure

  • System board failure

  • Touch screen

    • Glitching

    • Not responding

    • Image

  • Keys / Keyboard not working (does not include missing keys)

 

Concern:

• Damage to the following components could result in a damage claim.
  • Power button
  • Touchpad
  • LCD / Screen
  • Auxiliary port (anything stuck in the auxiliary port other than the headphone jack is considered intentional)
  • Charging port (anything stuck in the charging port other than a charger is considered intentional)
  • Missing key (single)
  • Base enclosure
  • Camera
  • Top cover
  • Base cover
  • Hinges

Considered Intentional Damage or Negligence:

• Multiple missing keys
• Markings on any part of the device that cannot be removed with approved removers
  • Pen
  • Marker
  • Adhesives (stickers that have caused discoloration or damage)
  • Carvings
  • Deep scratches

• Auxiliary port with foreign objects broken off with no ability to remove

• Charging port with foreign objects broken off with no ability to remove

• Auxiliary or charging port showing physical damage to the port itself

• Camera punctured

 

A few questions we ask ourselves when we are determining if damage or full replacement fees need to be assessed:

• Can this device be issued to a new student in it's current condition? (other than a powerwash of the OS and quick clean up)
• What is the student's statement on how the damage occurred? Does the story make any sense? ***This is imperative in conversations with a parent / guardian who is disputing the cause of damage.
• Am I being consistent specifically when assessing each device for damage
• Determinations on damages are individualized and each instance should be investigated with all details taken into consideration. In no way do we assume guilt.

Campus Staffing/Device Storage Requirements:

• Campuses will need to designate or create a team to be able to address basic processes for deploying, issuing, collecting, securing, inventorying, and coordinating repairs. These designated helpers' names will need to be supplied to technology to be given access to the district’s asset management system, Incident IQ.

• Teams must include:

  • Assistant Principal - (required) to hold accountability for the equipment and to be responsible for making sure the processes described are followed, addressing concerns with parent/guardian or student,

  • Registrar - (required) view access to be sure when a student is enrolling that the student does not already have an issued device or charge on their account, and when a student is withdrawing, that the student has turned in the device and charger prior to withdrawing.

  • 1-3 campus staff (required) - recommended helping with issuing to new students, collecting from students withdrawing, swapping devices that may need to be repaired, entering tickets for repair, helping to assist in the security and inventory of the devices.

• Devices need to be located in a secure location on campus, such as the bookroom, due to the need for shelving and limited access.

• Campus staff need to be instructed to turn in any found devices to the front office as soon as possible.

• The Technology Department provided each campus with a wired barcode scanner to be used with our asset management software, Incident IQ (IIQ)

  • The campus is responsible for any replacements or additions.