Requesting Technology Support

IF YOU NEED WALK-UP TECH SUPPORT: See flyer below for our daily schedule.

IF YOU NEED A HOTSPOT: Please scroll down for information about our Hotspot Application.


During Remote Learning 2.0, District 401 offers in-person technology support on a daily basis. The current times are:

► Mondays, Wednesdays, Fridays — @ EPHS 9-11 a.m. and @ John Mills 3-5 p.m.
► Tuesdays, Thursdays — @ Elm 9-11 a.m. and @ Elmwood 3-5 p.m.

The support at each site will be open to any student or staff member regardless of their school. For example, Elm students could go to John Mills for support, EPHS teachers could go to Elmwood for support, etc.

If you are experiencing difficulties with your school-issued Chromebook, you might be able to avoid an in-person visit by trying the actions listed below under "Troubleshooting Tips." For additional help, email and provide a description of what is happening.

Thank you for your patience during this unprecedented time!

Troubleshooting Tips

Here are several troubleshooting tips for working with your Chromebooks:

Due to the heavy volume of Google Classroom usage, there may be times that there is a delay in things loading. Unfortunately, that is beyond our control and you may have to refresh your screen or try again later. Everyone's home internet connection is different so some issues may arise from slow loading times.

For Chromebook hardware issues, the first thing to try is to power down your Chromebook with the power button or the power off icon when you click on the clock. Then press and hold the refresh key (top row key with an arrow in a circular shape) while powering on the device.

For browser issues, try clearing the Browser Cache. Press Ctrl-Shift-Backspace. Select All Time, and Clear Cache. You should then try opening the curriculum resources again.

For charging issues, see if the charging light is on. If not, keep everything plugged in and disconnect the cord to the power brick and reconnect.

If these fail to correct your problem, send an email to The technology support line is the resource to use if you need help with any of your District-issued devices.

When Making Your Tech Support Request

When requesting support for a tech problem, please be sure to state the name of your school and the best time to contact you.

Help requests from every District 401 school are sent to the address, so it is essential that you identify where you are located.

Describe your problem as clearly as possible. Where applicable, screenshots illustrating your problem would be helpful.

What Happens After You Make Your Request

The District's tech support line is monitored throughout the day. Individuals who submit a request will get a notification email at each phase of the support process:

► When requests ("tickets") are opened
► When tickets are commented on
► When tickets are closed

Response time will vary depending on traffic volume.

If your school has a technology specialist based at your school, please follow the procedure listed above instead of contacting the specialist directly.

If You're Seeking Google-Related Help

If you have a Google-related but non-hardware instructional technology (IT) problem or question, please notify the IT Department by completing this online form:

► Staff IT Help Desk Form

For more information about the District’s use of instructional technology as well as links to Google training resources, please visit the IT Department's website.