Technology Support

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Account

Accessing Canvas

I cannot open Canvas

First, refresh the page and try opening Canvas again.
If Canvas still does not open, sign out and close the browser. Then reopen Google Chrome, sign in with your PCA account, and access Canvas through Clever.
You should also restart your Chromebook and check for available Chromebook or Google Chrome updates.
If Canvas still will not open after completing these steps, contact your teacher and explain what happens when you try to open it. Include any error message you see.

I do not see my courses in Canvas

Make sure you are signed in with your PCA Google account and that you opened Canvas through Clever.
Refresh the Canvas page and check the Courses menu.
Some courses may also appear under All Courses instead of directly on the Dashboard.
If a course is still missing, contact your teacher. The teacher can confirm whether the course is published and whether you have been added correctly.
Courses can take up to 24 hours to appear in Canvas after enrollment.

An assignment in Canvas will not open

Refresh the assignment page and try opening it again.
If it still does not open, sign out of Canvas and access it again through Clever.
Restart your Chromebook and check for available updates.
Make sure the assignment is currently available and that you are opening it from the correct course or module.
If the assignment still will not open, message your teacher and include the name of the course, the assignment, and any error message you see.

My work is not submitting in Canvas

Before submitting, make sure your internet connection is working and that the assignment is still open.
Refresh the page and try submitting the assignment again. If possible, save a copy of your work before refreshing or closing the page.
If the submission still does not work, restart your Chromebook and access Canvas again through Clever.
Contact your teacher as soon as possible and include the assignment name, the time you attempted to submit it, and a screenshot or description of any error message.

I cannot see my grades in Cavnas

Refresh Canvas and check the Grades section inside the correct course.
Some teachers may choose not to display grades in Canvas.
If a specific assignment or grade appears to be missing, contact your teacher for clarification. PowerSchool should be used for the most accurate and current grade information.

I Cannot Login

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.

I forgot my username or password

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.

My password does not work

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.

I cannot sign in to my Chromebook

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.

I cannot access Canvas, PowerSchool, Gmail, my Live Lesson, or another school program

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.

My Chromebook Isn't Working

The following steps are for Chromebook hardware problems. For usernames, passwords, suspended accounts, or login errors, contact the student's homeroom teacher or email ithelp@pecosca.us.

My Chromebook will not turn on

Make sure the Chromebook is connected to its charger and that every part of the charger is plugged in securely.
Try plugging the charger into a different wall outlet. Look for any charging or power lights on the Chromebook.
If the Chromebook still does not turn on, hold down the power button for 20 seconds. Release it, wait a few seconds, and then press the power button again.
If there are still no lights or signs of power, email: devicesupport@pecosca.us.

My Chromebook is frozen

First, wait a moment to see whether the Chromebook responds.
If it remains frozen, hold down the power button for 20 seconds until the device turns off. Wait a few seconds, then turn it back on.
After restarting, close any tabs or programs you are not using.
If the Chromebook continues freezing, email: devicesupport@pecosca.us.

My Chromebook Is very slow

Close any tabs or programs you are not currently using, then restart the Chromebook.
After restarting, check for available Chromebook and Google Chrome updates.
Make sure your internet connection is working and move closer to the Wi-Fi router if pages are also loading slowly.
If the Chromebook remains unusually slow after these steps, email: devicesupport@pecosca.us.

My keyboard or trackpad is not working

Restart the Chromebook and test the keyboard or trackpad again.
Check whether any keys appear stuck and make sure the trackpad is clean and dry.
If you are using an external mouse or keyboard, disconnect it and reconnect it.
If the built-in keyboard or trackpad still does not work, email: devicesupport@pecosca.us.

My Chromebook battery will not charge

Make sure every part of the charger is connected securely to the Chromebook and the wall outlet.
Try plugging the charger into a different outlet.
Check whether any charging lights appear on the Chromebook.
If another compatible school-issued charger is available, you may test it to determine whether the problem is with the charger or the Chromebook.
If the battery still does not charge, email: devicesupport@pecosca.us.

My Chromebook is damaged

Stop using the Chromebook if it has visible damage, a cracked screen, exposed wires, liquid damage, or any sign that it may be unsafe.
Do not attempt to repair the Chromebook yourself.
Email Device Support and include the student's name, a description of the damage, and photographs if possible: devicesupport@pecosca.us.

My camera, my sound, and/or my microphone isn’t working.

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.

My camera will not turn on

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.

My microphone is not working

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.

I cannot hear sound from my Chromebook

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.

I can hear sound, but not my class

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.

My speakers are not working

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.

Zoom or my class is not detecting my camera or microphone

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.

Google Account or School Applications Isn't Working

Many school programs require students to be signed

into Google Chrome with their PCA account.

Before troubleshooting, sign out of any personal

Google accounts, refresh the page, and restart the

Chromebook.

My Gmail is not working

Make sure you are signed into Google Chrome with your PCA school account.
If a personal Google account is also signed in, sign out of it and try opening Gmail again with your PCA account.
Refresh the page, then close and reopen Gmail.
If Gmail still does not work, restart your Chromebook and try again.
If the problem continues, email: ithelp@pecosca.us.

Google Drive will not open

Make sure you are signed into Google Chrome with your PCA school account.
Sign out of any personal Google accounts, then open Google Drive again.
Refresh the page and check that your Chromebook is connected to Wi-Fi.
If Google Drive still will not open, restart your Chromebook and try again.
If the problem continues, email: ithelp@pecosca.us.

Google Docs, Slides, Sheets, or Forms will not load

Make sure you are signed into Google Chrome with your PCA school account.
Refresh the page and try opening the file again.
Sign out of any personal Google accounts, then reopen the file using your PCA account.
Restart your Chromebook and check for available updates.
If only one file will not open, contact the person who shared it to confirm that you have permission to view or edit it. If multiple Google files are not working, email: ithelp@pecosca.us.

Clever will not open

Make sure you are signed into Google Chrome with your PCA school account.
Close any personal Google accounts before opening Clever.
Refresh the page, then restart your Chromebook.
If Clever still does not open, try opening Clever again and use it to access Canvas, PowerSchool, Gmail, Live Lessons, and other school programs.
If Clever continues to show an error or will not open, email: ithelp@pecosca.us.

External Devices & Accessories

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.

My headphones will not connect

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.

My mouse is not working

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.