General FAQ

General Tips for Parents

1. How can I help my student avoid tech problems?
   • Make sure the device is charged, updated and used responsibly. 
2. What should we do before reaching out for support. 
   • Try these quick steps:
   • Restart the device
   • Check internet connection
   • Log out and log back in

---

Access & Login Issues

1. How does my student log into school apps at home?
   • Students should use their district username/password and log in through Clever or the district portal. 
2. Why can't my child log into their Clever or other apps?
   • This could be due to an incorrect password, account issues, or system sync delays. 
   • Please reach out to the teacher if these issues are still present after 24 hours.

---

Apps & Assignments

1. Why isn’t my student’s class showing in an app?
   • Classes are synced from the school system and may take up to a day after schedule changes.
2. An assignment won’t open—how can we fix it?
   • Try refreshing the page, restarting the device, or using a different browser (like Chrome).
3. Why do some links not work at home?
   • Some resources require students to be logged into their school account or use school-managed devices.

---

Devices (iPads and Laptops)

1. What should we do if the device won’t turn on?
   • Make sure it’s charged and try holding the power button. 
2. The device is slow—how can we help at home?
   • Close extra tabs/apps and restart the device.
3. What if the device is damaged?
   • Report it to the school as soon as possible.

---

Account & Security

1. Should parents use the student’s login?
   • Students should log in themselves. Parents should not share or change student passwords without the school.
2. How can I monitor my student’s progress?
   • Use parent portals (like Canvas or Infinite Campus) if available.

Login & Account Issues

1. I can't log into my account - What should I do?
   • Make sure you are using the correct username / password and check to make sure caps is not on.  
2. What if I forgot my password?
   • Ask your teacher or school staff to reset it for you.
3. Why can I not log into Clever or my apps?
   • You might have the wrong password, you may not be connected to the internet, or there is an update that is ongoing. 

---

Classes & Apps

1. Why don't I see my class or teacher in an app?
   • Your classes come from the school system. It may take a day after changes to show up.
2. My assignment won’t open—what should I do?
   • Refresh the page, try again, or open it in a different browser (like Chrome).
3. The app is frozen or not working - how do I fix it?
   • Close the app, reopen it, or restart your device.

---

Devices (iPad/Laptop)

1. My Device will not turn on - What should I do?
   • Tell what device you’re using, what app, and what went wrong.
2. My device is really slow - how can I fix it?
   • Keed your device charged, log out properly, and take care of your device. 
3. What if my screen is broken or device is damaged?
   • Report it to your teacher right away.

---

Internet & Wi‑Fi

1. The Wi‑Fi isn’t working—what should I do?
   • Turn Wi‑Fi off and back on, or restart your device.

---

Classroom Technology

1. Why can’t I hear sound in videos or apps?
   • Check the volume and make sure headphones are plugged in correctly.
2. My headphones or keyboard are not working- what should I do?
   • Check the connection or try another pair of available 

---

Support & Help

1. What information should I share when asking for help?
   • Tell what device you’re using, what app, and what went wrong.
2. How can I avoid tech problems?
   • Keed your device charged, log out properly, and take care of your device. 

 

Support & Tickets

Quick Tip: Before submitting a ticket, try the “3 Rs”:

Restart your device

Reconnect to Wi‑Fi

Relogin to the app

1. When should I submit a ticket vs. troubleshooting myself?
   • Submit a ticket if basic steps (restart, reconnect, re-login) did not work.
2. Where to submit the ticket?
   • Click on the Link: https://leusd.incidentiq.com/
3. What information should I include in a support ticket?
   • Device type, student name (if applicable), app name, screenshots, and steps already attempted.
4. How long will it take to get a response?
   • Response time varies by priority, but providing detailed info helps speed things up.

---

Access & Login Issues

1. Why can't I log into Clever, Canvas, i-Ready, or any other applications?
   • Usually caused by incorrect passwords, sync delays, or account lockouts. Try resetting your password first.
2. My students can't log in - What should I check before submitting a ticket?
   • Confirm they are using the correct login method (Student Badge vs Microsoft 365 login), rostered correctly to your classroom, and double check the caps lock.
3. How long does it take for new students to show up in apps?
   • Most systems sync overnight; some may take up to 24 hours
   • If after 24 has pasted and the student is still not rostered, please submit a work order. 

---

Rostering & Class Access

1. Why is a student missing from my class in Clever, Canvas, i-Ready, or any apps?
   • Rosters come from SIS (e.g., Infinite Campus). If the student isn’t in your official roster, they won’t sync.
2. I’m seeing the wrong students or old classes—how do I fix it?
   • Refresh / sync in the app if available. If the issue persists, it may need a roster sync check.

---

Devices & Hardware

1. What should I do if a student’s device won’t turn on?
   • Check charging cables, hold the power button for 10–15 seconds, and try a different outlet.
2. Why is the Wi‑Fi slow or not connecting?
   • Try toggling Wi‑Fi off/on, restarting the device, or moving closer to a known strong signal area.

---

Software & Apps

1. An app isn’t loading or is stuck—what should I try first?
   • Close/reopen the app, refresh the browser, or restart the device.
2. Why does a link or assignment not open correctly?
   • It could be a browser issue (try Chrome/Safari), pop-up blockers, or expired links.
3. Do I need to use a specific browser?
   • Many district apps work best in Chrome unless otherwise noted.

---

Password & Account Management

1. How do I reset my password or a student's passoword?
   • Submit a order and the site technician will assist with this request.
2. Does my password expire and will I need to reset it?
   • The password expires once a every year and the password must be changed annually.
   • Keep in mind it must met the district policy requirements. .