Common Technology Concerns (and Possible Solutions)

  • Screen size is too large/small.

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    Right click the background screen and go to display settings. Look for something that says zoom, as in magnification not the application. Do not make the size greater than 100%. Alternatively, try holding down the Control (CTRL) key and the mouse scroll button at the same time.

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  • On personal device, student gets Zoom message that apps are trying to load.

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    Check your computer settings for applications and see if Zoom is listed. If not, you need to download the app.

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  • On personal device Zoom says application not found or application loading.

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    Check your computer settings to make sure a Zoom application is installed. If not, download Zoom.

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  • I cannot access HelloID. It worked all week. I can access on my phone, but not the school device.

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    You are likely not connected to the internet. You need to restart your computer.

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  • Need to return a laptop/tablet?

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    Please put a note on the device indicating what the problem was. Technology staff will greatly appreciate this help.

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  • Zoom meeting has error message that user is not authenticated.

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    When the pop-up appears that says "This meeting is for authorized attendees only"> click Sign in to Join button. At the Sign In pop up> click Sign in with SSO. At the Sign In with SSO pop-up> enter snohomishsd as the company domain> hit continue.

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  • I need help with parent/guardian access to Canvas.

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    In order to view your student's Canvas classes you will need to sign up as an Observer. Click here for directions on how to do that.

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  • Filtering errors.

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    Determine whether hotspot or internet is being used. First try restarting device to see if that fixes the error. If issue is not solved and using hotspot>exit out of all browsers and restart the hotspot device. Allow it to fully restart and reconfigure before attempting to log-in again to HelloID.

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  • Zoom asks for password.

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    Hover over the Zoom link in HelloID and pick the gear wheel> choose Delete Credentials> then close browser and try again.

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  • Big Ideas asks for password.

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    Hover over the Big Ideas link in HelloID and pick the gear wheel> choose Delete Credentials> then close browser and try again.

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  • Locked out of Skyward/Family Access.

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    Contact your school directly.

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  • How do you connect to/use a printer?

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    You are allowed to install a printer, just not the software from the manufacturer. Go to the Start button> Settings> Devices> Printers> Add printer.

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  • Student cannot access YouTube link sent by teacher.

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    If the link is for SafeTube, this is currently blocked. Please contact teacher directly.

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  • Zoom setting issues

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    While you are in Zoom, at the bottom left there are two icons - one for audio and one for video. Each icon has a down arrow. The audio has two choices - one to test headphone/microphone. The second one allows you to check settings.

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  • Hotspot provider is not the same as the cell phone carrier.

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    Sometimes a different carrier may give a better signal for your area.

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  • Hotspot won’t connect.

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    Click the WiFi button at the lower right and see if the hotspot is listed> then click it and log in to computer with email/password. If the hotspot is not listed, restart the computer, but DO NOT log in. Click the WiFi button> click the hotspot>then log in to computer.

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  • Sound in Zoom is garbled or keeps glitching out.

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    Turn off video. Disconnect other devices connected to internet.

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  • My teacher sees the ceiling rather than me while I’m in class.

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    Toggle between cameras using Alt N or camera icon through Zoom.

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  • Headphones don’t work.

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    Plug in headphones after starting computer but before starting Zoom. When plugging in, it will ask you did you insert headset or headphones. Choose headset to use the mic. If this doesn’t work: In the "Type here to search" enter "Sound settings". Under "master volume" and "trouble shoot" there is a button labeled "Manage sound devices", click on this. Under "Output devices" check to make sure that "headphones" aren't listed under "Disabled." If they are, click on them and select "Enable." This should allow you to toggle between headphones and the device's speakers when you click on the speaker icon to the left of date and time. 

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  • My screen is upside down on my laptop and the mouse pad acts funny.

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    Close laptop> move it around> re-open.

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  • Kindergarten/preschool tablet issues.

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    Parents/guardians should follow the set-up instructions they were provided. Do not be concerned if a Google icon appears. It can take about an hour for the necessary applications to load. They may appear on the main screen or the student may need to scroll up. Do not turn off the tablet for at least an hour. If no applications appear after an hour, try turning the tablet on and off again.

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  • Students can’t get into Seesaw/Big Ideas/Bridges Math/Star.

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    Check with the teacher to see if they have set up access to these applications. This may also be the problem above about Canvas and other programs. Use student look up if they are not an elementary age student and see if they are still using the temporary password. If so, follow instructions above. If student still can’t get into the programs:

    • In Hello ID, hover the mouse in the upper right corner of the application>click the wheel> delete credentials> then log back in.
    • Second option is to right-click Chrome> click New incognito window>go to the district website (www.sno.wednet.edu)> log into Hello ID> then click on the desired link.
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  • Password doesn’t work.

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    Student needs to create their own password (containing at least one uppercase letter, one lowercase letter, and one number and at least 8 characters long and a password that has not been used recently). The temporary password A.studentnumber will not work after several uses. Sign out of HelloID (arrow next to their name), sign in again with full email address (first.last@studentssd.org) and  the temporary password. A Microsoft screen should appear asking them to update their password. Current password is the A.student number. Then choose a new password. If there is still an error message, please call the student/family support line (360-563-3000) to reset the password.

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  • Students can’t get into Canvas or other programs.

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    Usually this is because the temporary password was not reset. Student should sign off HelloID (not just click the X button), then sign on again. They may be able to use the temporary password A.student number, then after they press Enter they will see the Microsoft prompt to update their password. They use the temporary password A.studentnumber and decide on a new password with at least 8 characters, including an uppercase letter, a lowercase letter, and a number. If they get an error message, they may have exceeded the number of tries allowed and will need to call the student/family support line (360-563-3000) to reset to the temporary password again.

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  • Unable to rejoin meeting because you were previously "removed by the host" error message.

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    This error sometimes comes up after a student has been prompted to change their display name. The teacher needs to exit out of the Zoom session> log back in> approve the student. If this does not fix the issue, the teacher should email Scott Bracken and attach a screen shot of the issue that they are seeing, so that he can assist them further.

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  • Students can’t get into Zoom sessions.

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    The quickest solution is to click HelloID to open Zoom. Click Meetings> then go back to Canvas. If this doesn’t work, have student check with teacher to make sure they were invited to the meeting and that all the meeting information is correct for the individual’s invitation link. If the student can click Sign in with SSO> choose that. Students will have to type “snohomishsd” before the .zoom.us.

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