At times a cache reset can clear up issues with accessing assignments, Zoom meetings, and other various issues. To complete a cache reset, follow these steps: 1. Press Ctrl + H together to open up the History tab.  2. On the left side of the screen, click Clear Browsing Data. This will open up a new window.  3. In the new window, change the preference from Basic to Advanced.  4. Change the time range from 1 Hour to All Time. 5. The first few selections are already checked. Check the last two options as well, Hosted App Data and Site Settings. 6. Click Clear Data. This will clear out old saved data from previous site visits.  7. Finally, restart your Chromebook and try to access the meeting or assignment you previously had issues with. If your issue continues after exploring these options, please create a ticket with us so we can find a resolution. Additionally, please include as many details as you can including when it happens, what device you are using, and how long it has been occurring so we can better assist you.

If your chromebook screen is physically broken or if there are dark spots or lines that are making it difficult to complete work, the device will need to be taken to a site for repair or replacement.  If you are attending school in-person, take your device into school with you and the Technology Support Specialist on-site can assist you.  If you are attending school virtually, take the device to your nearest middle or high school during its hours of operation and the Technology Support Specialist on-site can assist you.  If you are attending school virtually due to quarantine, please contact the Technology Help Desk at (757) 881-5461 X12511 to discuss the replacement process.

If your Chromebook charger is lost or broken, your replacement process is determined by whether you are an in-person student or virtual student. If you are attending school in-person, please have your teacher request a replacement charger for you in a work order. The on-site technician will come by to provide you with the replacement. If you are attending school virtually, please visit your nearest middle or high school during normal hours to receive a replacement charger from the on-site technician.  We recommend calling the school in advance to ensure the technician is on-site.  If you are attending school virtually due to quarantine, please contact 757-881-5461 X12511 to discuss the replacement process.

If your Chromebook displays the message "ChromeOS is missing or damaged" your device is in need of a factory reset. Use the following instructions to get back to the Sign into Chromebook screen:  1. Press and hold power button to shut down the chromebook 2. Select the Esc + Refresh + Power keys all in a row Note: If you don't see the power button on the keyboard, it will be located as a button on the right hand side of the device 3. If you select the key combination successfully you will see a screen that says "Please insert a recover USB stick" 4. Select Ctrl + D  5. Select Enter to turn OFF OS verification  6. Select Enter once more to turn OS verification back on - this will run OS updates and bring you back to the Chrome Welcome page.  7. Select Let's Go! button  8. Connect to your Wi-Fi network information and select Next 9. Accepts the Google terms of service  The Enterprise Enrollment screen should now appear 1. Enter SSC as the username and select Next 2. Enter 1 as the password and select Next  3. Leave the "Additional Information" page as is, and select Next 4. Enrollment is now complete, select Done You should now be on the Sign into Chromebook page. If you're still experiencing issues with your chromebook, please call our Technology Help Desk for assistance at (757) 881-5461 x12511.

If you are unable to log into your Chromebook, take a look at the following guide to find the proper solution.  Wrong Log in Information:  Make sure your student is logging in with the correct log in information. Students in grades PreK-5 have a different log in from students in grades 6-12.  Wrong Email Domain:  When your Sign in to your Chromebook page displays @nn.k12.va.us in the email box you will need to type out your entire Google account address including the proper student domain @nnschools.org Enter Old Password: If you're signing into your Chromebook and receive the "To unlock and restore your local data, please enter your old Chromebook password" error 1. Please select the Forgot your old Password? link 2. Select Proceed Anyway 3. You will now be able to sign into your account like normal    

If your chromebook screen is sideways or upside-down, read the following solution for rotating the screen.  1. Use the key combination Ctrl + Shift + Refresh key 2. Select Continue on the popup screen  3. Continue to use the key combination Ctrl + Shift + Refresh key until the screen is back to its normal state If you need further chromebook assistance, please call our Technology Help Desk at 757-881-5461 x12511

If you are trying to open a document and it opens to a blank white page, follow this solution guide.  1. First you will want to go into your Google Drive and delete the recent downloads 2. After the downloads are deleted, Navigate back to Google Chrome Browser 3. Install the Office Editing for Docs, Slides, and Sheets Chrome Extension on your Chromebook Follow this link to install the extension then Select the Add to Chrome button and then Add Extension Now that the extension is installed, try downloading the document from Canvas once more. Select the document from the Download Manager by Selecting Show in Folder and Find the document in the list. The document should now open properly in a new tab. If you're still experiencing issues with your Chromebook after following these steps, please call our Help Desk 757-881-5461 x12511  

If part of your Chromebook screen is magnified, follow these steps to fix the issue: 1. Click on the Clock in the bottom right of your Chromebook screen. This will open up a small window. Select the Settings option (gear icon). 2. The Settings window will open. Select Advanced on the left side of the screen to open additional options.  3. In this new set of options, select Accessibility.  4. On the right side of the screen, select Manage accessibility features. 5. Under Manage accessibility features, ensure the settings under Display match those in the picture. Specifically Enable fullscreen magnifier and Enable docked magnifier should be turned off. If you are still experiencing issues with your Chromebook after following the above steps, please call our Technology Help Desk 757-881-5461 x12511.

If you are locked out of your NNPS account, call the Technology Help Desk at (757) 881-5461 ext. 12511 and we can assist you. 

If you notice your Chromebook display is different colors than normal, follow this solution guide.                                                                                                                                                                                                      1. Hover your mouse over the bottom right hand corner of the chromebook screen and click on the clock   2. Select the Accessibility icon 3. Scroll through the list until you find the High-contrast mode  When you click High-contrast mode the blue check mark will disappear and the display's saturation levels will go back to normal. If you are still experiencing chromebook issues, please give our help desk a call 757-881-5461 x12511