Requesting Tech Support

If you are experiencing difficulties with your school-issued Chromebook, please try the actions listed below under Troubleshooting Tips.

For additional help, including assistance with technology issues unrelated to your Chromebook, please email support@epcusd401.org and provide a description of what is happening.

For quick access to the contents of this page, use these jump links:

Staff, students and parents are welcome to email for technical assistance. Parents, when emailing please include your student's name.

Troubleshooting Tips

Here are several troubleshooting tips for working with your Chromebooks:

► DELAYS WHEN LOADING
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.

► HARDWARE ISSUES
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.

► BROWSER ISSUES (WEBSITES NOT ACTING PROPERLY)
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. Restart to make sure any updates are applied. If you also use a Windows laptop, press Ctrl-Shift-Del, then follow the same steps.

► CHARGING ISSUES
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.

► ADDITIONAL HELP
If these fail to correct your problem, send an email to support@epcusd401.org.

► VIDEO OR AUDIO ISSUES IN MEETS
Try a soft reset. Power off the device. Then press and hold the Refresh key (top row button with an arrow in a circular shape). While holding the Refresh key, power on the device. Release the Refresh key when it says Chrome on the screen.

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 support@epcusd401.org 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.

Staff, students and parents are welcome to email for technical assistance. Parents, when emailing please include your student's name.

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:

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.