HELP and INFORMATION concerning TECHNOLOGY (Chromebooks, HotSpots, etc.)

Wed, 09/02/2020 - 10:23am

CHROMEBOOK INFORMATION IN GENERAL

EMMS now has a Chromebook for EACH of our enrolled students AND they are ready for pick-up. No parent/guardian request is necessary.
HCPSS students are not REQUIRED to use a device from HCPSS; however, it is HIGHLY ENCOURAGED. Please see the following websites for more information.
EMMS has received all of our allocated devices so that we may now achieve the HCPSS’s goal of issuing devices necessary to reach a one-to-one student-to-device ratio for ALL enrolled students.
EVERY EMMS student now has a device available and READY for them or has already received one.
 

DO YOU OR YOUR STUDENT NEED TECH SUPPORT?

We now have a dedicated team of staff members to offer technical support for our community.
Before contacting the Technology Support Team, please make sure that you have checked all of the resources available to you @ hcpss.me.
If you still have a technology-related question, please complete this form, and a member of our support team will be in touch with you within 48 hours.
 

STUDENT

  • Non-functional or Broken Student Devices
    • Students and families can do either of the following:
      1. Bring the broken device to school
        • Hotspots - The school should try resetting the hotspot first to see if that corrects the issue.
          If the hotspot is still not functional, the hotspot can be sent to the Logistics Center via the Pony care of “Kyle Haag (ITAM).” A new device will be sent back to the school. ITAM will unassign the hotspot and assign the new hotspot to the student. 
        • Chromebooks (and Chromebook power cord) - The school should try to reset the Chromebook once or twice to see if that resolves the issue, and or use the .
          • If the device is damaged or still not functional, the school should enter a Chromebook repair ticket for the device or power cord. The device or power cord should be swapped with one of the spares. The original device should be unassigned in CID and the new one should be assigned to the student.  Field Technicians are resuming their rotations and will either fix any broken devices on their next visit or pick up devices or power cords that cannot be repaired onsite. If the Field Tech has additional Chromebooks or power cords, they will restock the school’s spare stock. 
          • If the damage to the Chromebook or Chromebook power cord is found to be due to neglect: While a financial obligation notice will not immediately be issued, the family may receive one in the future. The maximum potential costs are on the Duties and Obligations notice.
      2. Bring the broken device to a Technology Support Center
        • Chromebooks, Chromebook power cords and hotspots - If the device is brought to a support center the school does not need to do anything.  

 

  • Lost or Stolen Student Devices
    • Students and families can do either of the following:
      1. Notify the school of the lost or stolen device or power cord.
        • The school should enter a ticket for any devices that are reported lost/stolen (WHD > Lost/Stolen > Lost/Stolen Chromebook or Lost/Stolen Chromebook Power Cord)
          • For lost/stolen tickets -  DeviceDeployment@hcpss.org. Please provide the following information: asset tag and/or serial number, person reporting the incident, the name of the student assigned the device and their HCPSS student identification number (SID). IT staff will investigate to see if the device is in use by someone else, document any information collected, and lock the device to prevent use. The new device should be assigned to the student and the old one should continue to be assigned to the student. Once the IT investigation is complete the assignment will be updated. 
        • While a financial obligation notice will not immediately be issued, the family may receive one in the future. The maximum potential costs are on the Duties and Obligations notice. Field Technicians are resuming their rotations. If the Field Tech has additional Chromebooks and/or power cords, they will restock the school’s spare stock. Please note, a ticket is required to receive replacement items.
      2. Notify staff at a Technology Support Center
        • If staff at a support center are notified, the school does not need to do anything.