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Tech Bytes
August 25, 2020
Technology Support Reminders
As a reminder our Helpdesk team has extended hours starting at 7:00am through 7:00pm Monday - Friday. You can also reach them by calling 626-396-3699, emailing helpdesk@pusd.us, or submitting a ticket while logged into your PUSD account at gopusd.com/helpdesk.
Students: Our Helpdesk team and Curbside Tech Support team can help provide support for Chromebook repairs, hotspot requests, and system support. If you can't access your teacher's course, virtual meeting, or curriculum, please reach out to your teacher first so that they can help you troubleshoot.
Application Information
Listed below are issues that were also reported today that we wanted to provide some helpful information and updates for.
- Clever Access: Students need to make sure they are logged in through the PUSD Portal (arms.pusd.us) if they haven't signed out of their chromebook for a while. Also, please ask your students to shut down and restart their chromebooks daily. If your students aren't able to access Clever, they can use direct links to log into Canvas (pasadena.instructure.com) and log into Webex (pusd.webex.com) to ensure you can access your classes.
- Canvas Access: Canvas was experiencing nationwide outages. This was resolved around 11:00am and they don't anticipate this happening again tomorrow since they have addressed the issue that caused today's outage.
- Hapara: Our Aeries team is working with school sites to clean up teacher and student information in Aeries that is causing users to not appear in Hapara and other applications. We continue to resync Hapara daily to update changes as they are made.
We hope this information is helpful and please continue to submit support tickets and contact the helpdesk when technical issues arise. Here are the following ways to get support:
- Call 626-396-3699
- Email helpdesk@pusd.us
- Submit a ticket at gopusd.com/helpdesk
Webex Support Tutorials
Finding the JOIN Button
- Log in to Canvas
- Click on your Canvas course
- Click on the Cisco Webex tab
- Find a list of your meetings and click JOIN. If you can't find the JOIN button, scroll over in the meeting window until it appears.
Tips for Webex Account Validation
- Be sure to shutdown and restart your device daily.
- Visit arms.pusd.us and make sure you are logged in to the PUSD Portal.
- Visit pusd.webex.com and sign in.
Your students may not need to complete all of these, but checking these three items will help ensure that they can get connected.
Joining Webex Meetings Through the Canvas Calendar
- Using your Personal Meeting Room, or a scheduled Meeting link from the Webex Portal through the Canvas calendar, will cause your students to see an error message. They may not be able to access your Meeting this way at all.
- The first time a student joins a Meeting schedule in Canvas, they will be given steps to follow in order to join through the Canvas calendar. Once they follow these steps, they should be able to join through the calendar for future Meetings.
Signing Out of Your Chromebook
Webex Meetings Not Loading
- Look at your address/URL bar and locate the eye icon that is crossed out
- Click on the eye
- Then click on the link titled, "Site not working?"
- Then click on Allow Cookies
Once you follow these steps your meeting links will load.
Innovative Technology Services
Email: helpdesk@pusd.us
Website: gopusd.com/helpdesk
Location: 351 South Hudson Avenue, Pasadena, CA, USA
Phone: 626-396-3699