We understand that students, parents and teachers may need tech support during this transition to online learning. We have compiled some key links that may offer additional help.

Please click on a question below to view the answer. If your question or issue is not listed, we recommend filling out the Device and Instructional Support Form linked below.

Device and Instructional Support

We understand that students and parents may encounter technical issues with their device or need instructional support during this transition to EOLO. We have created a form for that will be monitored by our media center staff and 21st century coaches. Response to your request will happen at the earliest opportunity during the hours of 8:00am and 2:30pm. Monday through Friday.

Device and Instructional Support Assistance Form

K-6 parents and students can use the shortcut icon found on the district-issued iPad to access itslearning. Students in K-2 were also provided QR codes that will take them directly to their teacher's homeroom course when scanned. 

We have also linked the login pages to the buttons above.

We know some students use a phone's mobile hotspot to access their district-issued device or visit dine-in restaurants that provide free WiFi. We understand it may be difficult for all students to access the internet during this time.

We do have a few suggestions:

1. Contact your cellular provider. Some cellular companies are offering additional data during this time and/or free use of their local wifi hotspot features.
2. Students can download some of the material to their iPad or MacBook work from itslearning and Blackboard.
3. Comcast/Xfinity is offering free use of their wifi throughout the local area: https://wifi.xfinity.com
4. We have ordered a number of wifi hotspots but they are not expected to arrive soon. Demand for hotspots has skyrocketed and delivery dates are no earlier than April. We do not expect them to arrive in a timely or predictable timeframe and they should not be relied on.

In some cases, this could simply be due to a bad username or password. However, quitting the browser and clearing all website data [stored in the browser] may be needed in other situations. Web-based applications often use “cookies” or similar technology to track security information for a period of time. If those cookies become outdated, quitting the browser and clearing website data/cookies will remove that outdated information.

Here are the directions on how to connect to your home WiFi.

Please be advised: You must have WiFi to connect your child’s school issued iPad to the Internet. You must also know your home WiFi password if you have set one.

1. On your iPad, go to Settings, then WiFi to find your router.
2. Tap the name of the router and enter your password (if applicable).
3. Once the check mark shows next to your router name, close Settings and open Safari.
4. When students open Safari they will be greeted with a popup that says:
   • 
5. Select settings and you will see this prompt:
   • 
   • Students must enter their NETWORK username and NETWORK password. This is the same username and password they use when they log into itslearning at school.
   • The USERNAME is in the following format: firstname.lastname## (The numbers are the last two digits of the year they will graduate).
   • K-2 PASSWORD is: fraser##
   • 3-6 PASSWORD is individual to each student (same as itslearning password)
   • 7-8 PASSWORD is individual to each student (same as BlackBoard password)
6. Then click OK. It may take several minutes before you are connected. Don’t be alarmed if the popup appears more than once. Simply re-enter the credentials.

• Hold down the home and on/off button at the same time.
  • It can be a little tricky to do this. If you hold the home button too long before pressing the on/off button, Siri will pop up. Be patient.
• Continue holding the buttons for about 10 seconds. You may or may not see the “slide to power off” screen. Ignore that.
• When the Apple logo appears, let go of the buttons and let the iPad start up like normal.

1. Open Safari.
2. Close your tabs. Closing any itslearning tabs is most important.
3. Tap on the book icon that is circled in the image below.
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4. Tap on the clock icon on the far right.
5. Tap on Clear in the bottom right.
6. Tap on All time.
   • 

Students and staff may experience delays or inability to load some websites and applications due to the additional demand of from remote workers and schools across the country. Software vendors and Internet Service Providers (ISPs) are increasing their capacity to meet the new demand however, it may take some time for those changes to be completed.

Students and staff are encouraged to check the following status links if they are experiencing issues with a site or application:

GotoMeeting
https://status.gotomeeting.com/

itslearning
https://status.itslearning.com/

Blackboard
http://status.blackboard.com/

Clever / Zearn
https://status.clever.com/                

Apple
https://www.apple.com/support/systemstatus/

Microsoft
https://portal.office.com/servicestatus

Google (Drive, Docs, Sheets)
https://www.google.com/appsstatus