Technology Support

Email: devicesupport@pecosca.us
Help Center / Chat: https://pecoscyber.zendesk.com/hc/en-us  

Incoming Phone: (505) 886-9992 

• Issues logging in to staff laptop

• Hardware support with staff laptop

• Initiating a staff laptop replacement

• Hardware support with student Chromebook

• Initiating a student Chromebook replacement

• Questions about student Chromebook shipment or receipt

 • When emailing...

○ The sender receives an automatically generated email response containing the ticket number

○ A SYS support agent responds via email from the Device Support email

○ Automatically generated ‘bump’ emails will request additional information from an unsolved ticket before it is automatically solved after several days

○ After a ticket is solved, a short feedback survey is offered via email

• When chatting...

○ The user enters their name, email address, and subject of the issue

○ Chat will prompt related help articles before routing the user to a support agent

○ Sensitive or personally identifiable information will not be shared over chat, so if this is required, the ticket will move to email (see above)

• When calling...

○ The caller is prompted to leave a recorded voicemail including their name, phone number, and subject of the issue. If a callback is necessary instead of an email, it is helpful to state this in the message

○ The recording is transcribed to a support ticket that is received by an agent, prompting either an email response (see above) or a callback.

 For login assistance, students should contact their homeroom teacher first. Hardware or shipping issues should be directed to Device Support, while account and password problems should be sent to PCA IT. 

• First, make sure Caps Lock is turned off and carefully re-enter your username and password. 
• Students should contact their homeroom teacher first for help locating their username or password.
• PCA staff can also assist students who do not know their Student ID number or login information.  
• If the account is suspended, the password is incorrect, or you continue receiving an error message, email: ithelp@pecosca.us. 

• Make sure Caps Lock is turned off and check that the password was entered exactly as provided. 
• Restart the Chromebook and try signing in again. 
• If the password still does not work, contact the student's homeroom teacher for assistance. 
• If the account is suspended or an error message continues to appear, email: ithelp@pecosca.us. 

• Confirm that the Chromebook is connected to Wi-Fi. 
• Make sure Caps Lock is turned off, then carefully enter the student's PCA username and password again. 
• Restart the Chromebook and try signing in one more time. 
• Students may contact their homeroom teacher for help with their login information. If the account is suspended, the password is incorrect, or the device shows an account-related error, email: ithelp@pecosca.us. 

• Make sure you are signed in to Google Chrome using the student's PCA account. 
• Open the school program through Clever whenever possible. Avoid using a personal Google account, since that may prevent access to PCA applications. 
• Refresh the page, then sign out and reopen the program through Clever. If the issue continues, restart the Chromebook and try again. 
• If only one class or assignment is affected, contact the teacher. For account errors, suspended accounts, or continued login problems, email: ithelp@pecosca.us. 

Start by restarting your Chromebook and checking that

the camera, microphone, and volume are not muted.

For problems that only happen during a class or Zoom

meeting, contact the teacher first. For a device

hardware problem that continues in every program,

email devicesupport@pecosca.us.

• Restart your Chromebook and try opening the camera again. 
• Make sure no other program is currently using the camera. Close any extra browser tabs, Zoom windows, or school applications. 
• If you are using Zoom or another school program, check that the camera is turned on inside the application. 
• If the camera still does not work, check for available Chromebook and Google Chrome updates. 
• If the issue continues, contact your teacher and include the name of the program you are using and any error message you see. 

• Make sure the microphone is not muted on the Chromebook or inside the program you are using. 
• Restart your Chromebook and try again. 
• If you are using Zoom or another school application, check that the correct microphone is selected in the audio settings. 
• If headphones or a headset are connected, disconnect and reconnect them, then test the microphone again.
• If the microphone still does not work, contact your teacher and explain which program you are using.  

• Check the Chromebook volume and make sure the sound is not muted. 
• Increase the volume using the keyboard controls, then test the sound again. 
• If headphones are connected, disconnect them and test the Chromebook speakers. 
• Restart the Chromebook and check for available updates. 
• If there is still no sound, email: devicesupport@pecosca.us. 

• Make sure the class or Zoom window is not muted and that the volume inside the program is turned up. 
• Check that the correct speaker or audio output is selected in the program's audio settings. 
• Leave the class meeting, restart the Chromebook, and join again using the correct Live Lesson link. 
• If you are using headphones, disconnect and reconnect them. 
• If the issue continues, message your teacher and let them know you can hear other sounds but not the class. 

• Make sure the Chromebook volume is turned up and not muted. 
• Disconnect any headphones, earbuds, or external audio devices and test the built-in speakers again.
• Restart the Chromebook and check for available updates.  
• If the built-in speakers still do not produce sound, email: devicesupport@pecosca.us. 

• Restart your Chromebook and reopen Zoom or the class meeting. 
• When prompted, allow the program to use the camera and microphone. 
• Open the program's audio and video settings and make sure the Chromebook camera and microphone are selected. 
• Close any other programs that may be using the camera or microphone. 
• If you are using headphones or a headset, disconnect and reconnect them. 
• If the issue continues, contact your teacher and include the name of the program and any error message you see. 

Use this section for external devices connected to

the Chromebook, such as headphones and a mouse.

For built-in camera, microphone, or speaker problems,

use the Camera, Sound & Microphone section.

• Disconnect the headphones and reconnect them. 
• If they are wired, make sure the plug is inserted completely into the Chromebook. 
• If they use Bluetooth, turn Bluetooth off and back on, then try pairing the headphones again. 
• Restart the Chromebook and test the headphones in another program. 
• If the headphones still do not work, try another pair if one is available. This can help determine whether the problem is with the headphones or the Chromebook. 

• Disconnect the mouse and reconnect it. 
• If it uses a USB receiver, make sure the receiver is fully inserted into the Chromebook. 
• If it uses Bluetooth, turn Bluetooth off and back on, then reconnect the mouse. 
• Check the mouse battery or replace it if needed. 
• Restart the Chromebook and try again. 
• If possible, test the mouse on another device to determine whether the problem is with the mouse or the Chromebook.