Common Tech Issues

The following are common troubleshooting issues during remote learning and how to address them. Click on each line below to expand the page. For tech issues, please email Mr. Chi (ptchi@cps.edu) for further assistance. You can also call the school and leave a message with the clerk. Response time will vary based on the number of tickets being handled. Please refrain from coming to Boone for tech issues unless you were told to do so by either Mr. Chi or the office. 
 
CPS has also set up the Parent Tech Support Line, where you can submit tickets online or call the help desk at 773-417-1060 (Monday-Friday, 7:30 AM - 4:30 PM).
 
Note: Device exchanges will occur on a case-by-case basis due to low inventory available. 
Due to our low stock as well as a nationwide shortage for devices and parts, device exchanges will likely not happen with the exception of certain extreme cases. If you are having tech issues, please contact the school first so we can troubleshoot. 
 
More often than not, the issue is not device related. Most cases are due to account issues (i.e. forgotten passwords, locked out due to multiple failed logins) or home internet connection issues. Exchanging devices due to login issues like forgotten passwords or home internet speeds do not fix the problem. Please call the school or reach out to Mr. Chi so we can further assist via email or phone or so we can determine if a device exchange is warranted. Usually exchanges only occur in extreme cases, such as physical damage.
  • Wait 30 minutes for account to unlock. If you enter your password incorrectly too many times, your account gets locked out automatically. It takes about 30 minutes to unlock by itself, or you can contact your teacher, Mr. Chi, or Mr. Guerrero to unlock manually. 
  • Refer to the Chromebook or iPad guides below for more instructions. Logins can vary by device. 
  • When you are on the CPS login screen, make sure your username does not have "@cps.edu". This part is not required when logging onto a CPS login screen. However, if you are on a Google app on the iPad (such as Meet or Classroom), you have to enter the full email address with @cps.edu. Then press proceed without entering the password. This will redirect to the CPS login screen. 
  • CPS's Chromebook Guide (English, Spanish)
  • If you reset your password, you must remove the old profile on the Chromebook first. This can be done by clicking the down arrow next to your name, then "Remove Account". Then go to the bottom of the screen and "Add Person" with your username (no @cps.edu) and your new password. 
  • To update the Chrome version, refer to this document. Above version 83 is suitable for remote learning.
  • Restart the Chromebook to see if the problem still happens. To restart, click the clock on the lower right then find the power icon to turn off the device. Once the screen turns off, hold down the physical power button on the keyboard until the white screen shows up. Sign in and see if the problem goes away or keeps occurring. 
  • Users can reset their account from any unknown setting changes or extension-associated issues by typing chrome://settings/resetProfileSettings in the URL bar. Then click Reset. This can also be done remotely by Mr. Chi, but it's much quicker when done on the device itself by the user. This process usually resolves most issues but should only be done when absolutely necessary. 
  • Wiping history/cache might also help reset any issue associated with the user account. To do so, click on the 3 dots in the upper right hand corner, then History then History again then Clear Browsing Data. Then Advanced then All Time then select everything with the exception of passwords (Browsing History is disabled by default) then Delete. Once that is done, sign out of the Chromebook and remove your user account from the login screen (see 2nd point above) and Add User with your new password. 
  • Limit the number of tabs open at one time in Chromebook. This can affect overall performance of the device. 
  • In Google Meet, change the layouts (click the 3 vertical dots on the lower right) to Spotlight. Students typically don't need to see the whole class on-screen at once like the teachers do. This also helps run Meet a bit smoother since it's not processing so many video feeds. 
  • A recent Chrome update (ChromeOS version 85) allowed for microphone volumes to be adjusted. Check the mic level by clicking the clock on the lower right, clicking the arrow to open audio settings, then adjusting the appropriate microphone in use. Please note the volume level change when headphones are plugged and unplugged. 
 
  • CPS's iPad Guide (English, Spanish)
  • Please do NOT add passcodes to our iPads. It makes it harder for us when classes go remote and we don't know the passcode used. 
  • Please note all CPS iPads are restricted and users cannot download apps on their own. Please email Mr. Chi if there are any apps missing. Do NOT add your personal iCloud or Apple ID to a school iPad. Do NOT sign into or link your personal email to the Mail app. Use Safari and log in to your email that way instead of the Mail app. 
  • About 2-3 hours of continuous screen-on time is not unusual. It might be even shorter if users are on continuous video calls all day. Keep the iPad connected to the charger or charge in-between breaks. Turning down the brightness can help too. This is found in Settings, Display & Brightness, then adjusting the slider accordingly. Disable Automatic Brightness as well as this can also affect battery life. 
  • If the iPad shows a software update that needs to be applied, please do so. If there is an issue that won't allow it, please email Mr. Chi for further assistance. 
  • If you do not know how fast your home internet is, Google speed test and the first result will show a button to test your connection. The higher the number in Mbps, the faster the internet. If your speeds are showing in Kbps, you should contact your internet provider or visit Chicago Connected to upgrade to a faster connection. 
  • The more users connected to the home internet at the same time, the more likely you'll experience slower speeds or even dropped connections. 
  • When connected to a wireless router or a hotspot, you'll have a better connection the closer you are to those devices.
  • A strong connection/signal is not the same as faster internet speeds. To check the actual speed, you should run a speed test as mentioned above in the first point. 
  • The number of devices connected to the home internet can also degrade overall performance. Remove them from the network or turn them off completely during remote learning (except for the devices used for remote learning). 
  • Downgrading the video resolution in Google Meet can help. Click the 3 dots on the lower right when in Meet, then Settings, then Video. Change both the Send and Receive resolution to 360p. 
  • If not in active use by the student, you can turn off the microphone. Usually microphones are expected to be turned off unless the teacher asks the student to speak, in which it can then be turned on. 
  • For slow internet issues, please reach out to your internet service provider for further assistance.
  • For more information on free to low-cost internet service, visit Chicago Connected and check your eligibility status. 
  • Guides also found here in other languages
 
 
  • Videos for students to help troubleshoot common Chromebook problems. This is not CPS-related. 
 
CPS Tech Support Hotline: 
 
773-417-1060 (Monday-Friday, 7:30 AM - 4:30 PM)