Technology Support Resources

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Troubleshooting Tips

  • Reset Your Chromebook

    • Turn off your Chromebook.
    • Press and hold Refresh + tap Power.
    • When your Chromebook starts up, release Refresh
  • Powerwash (Hard Reset)

    • Sign out of your Chromebook.
    • Press and hold Ctrl + Alt + Shift + r.
    • Select Restart.
    • In the box that appears, select PowerwashContinue.
    • Follow the steps that appear and sign in with your Google Account.
  • Internet Not Working?

    Disconnect the modem and router from power for two minutes and reconnect.

    Also, make sure it’s connected to the correct network:

    • At the bottom right, select the time.
    • Select Not Connected and look for the wifi symbol. (Note: If you see your Wi-Fi network name and a signal strength, the Chromebook is already connected to Wi-Fi.)
    • Turn on Wi-Fi.
    • The Chromebook will automatically look for available networks and show them in a list.
  • Weak Internet Access?

    • Brick walls (and walls in general) significantly reduce internet speeds and connection. Please try to work as close to their internet routers as possible!
    • Make sure all other devices are discounted from the wifi when the you are using your Chromebook.
  • Camera Not Working?

    • Restart the Chromebook. (Do not just sign out and sign back in, but power off the Chromebook, wait 15 seconds, and turn it back on.)
    • go to
    • click “start cam test”
    • Click “Allow” or “Yes” if you see a question in the browser
    • if it is working and then also works with zoom after, you are all set! if it only works in one or does not work at all, please contact your campus to let them know.
  • Mic Not Working?

    • Go to
    • Click “enable mic access”
    • Click “Allow” or “Yes” if you see a question in the browser
    • Start talking to the computer.
    • If lines are moving, the microphone is properly working. Please powerwash the Chromebook.
    • If lines aren’t moving, please contact your campus to let them know.
  • Need to Update Chrome OS?

    Watch a video showing these steps:

    • At the bottom right of the Chromebook, select the time.
    • Select Settings
    • At the bottom of the left panel, select About Chrome OS.
    • Under Google Chrome OS, you’ll find which version of the Chrome operating system your Chromebook uses. Select Check for Updates.
    • If you do not see the option to Check for Updates, please restart your Chromebook (power off and then turn back on) and try again.
    • If your Chromebook finds a software update, it will start to download automatically.
    • After the update is downloaded, press Restart to finish the update

    As of 12/11/20, Chromebooks are on version 87.x

  • Need to Wipe the Chromebook?

  • How to Sign-in with SSO

    Watch a video showing these steps:

    • Watch a video showing these steps:

      • Log in to your Chromebook
      • Select the link to the Zoom meeting your teacher has shared
      • You will see a notice that the meeting has been restricted to authorized attendees only.
      • Select “Sign in to Join”
      • Select Sign In at the top of the Zoom App. Then, Sign In with SSO.
      • Under “Company domain,” type in excelacademy-org
      • Sign in using your student email and password
      • You will then be added to the waiting room and your teacher will be able to let you in to the class.
  • How to Sign-in with SSO If You Already Have a Zoom Account

    Watch a video showing these steps:

    • Follow the steps to sign in with sso normally
    • Zoom will then ask to confirm your email address.
    • Click “Confirm your email address.”
    • Zoom will send you an email. open the email from Zoom and click “Switch to the new account”
    • Click “Acknowledge and Switch”
    • It might take a while to complete this, but Once it is complete, you will be connected.
    • when you see a confirmation email from zoom, you have successfully logged in via SSO.
    • While the process is occurring, you can still sign in to Zoom using the method you had used before (google or email) and access the authenticated class.
  • Getting Kicked out of Breakout Rooms?

    You need to update your Chromebook. Follow the directions in “Need to update Chrome OS”

If you have additional questions please reach out to XX.