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Student Support FAQs
Student Support FAQs

Technical Issues

  1. I am having problems with my technology package (Chromebook and HotSpot) that was provided by the board. How do I get help?

  2. We logged into Google Chrome on our personal technology with our GAPPS account and now there are all sorts of restrictions in place. How can I fix this?

  3. I have a SEA computer and it isn’t working properly. How do I get it fixed?

  4. I created an internet shortcut/favourite for GAPPS (Gsuite) in my browser and now I can’t login. I get the error message “An error occurred and single sign-on could not complete. Please close your browser and try again”.

  5. I am trying to connect my YRDSB provided HotSpot to another device other than the Chromebook and it isn’t working.

  6. I cannot install a Google Chrome Extension/App. It says “Your admin has blocked “app name”

Account / Login Issues

  1. I do not have or cannot remember my username and password?

  2. Who do I contact for my EDSBY parent account?

  3. How do I change my student password?

  4. I am having problems logging into Gsuite (GAPPS). I receive an error that states “Your login attempt was not successful. Please try again”.

  5. I think someone has accessed my Google drive, what should I do? 

Usability / How-To's

  1. I'm a student participating in virutal learning who does not have access to technology. How do I request a technology package?

  2. Where can I get information to help me get started with online tools (GAPPS, Edsby,Google Classroom)?

  3. I am leaving the YRDSB and would like to take my GAPPS documents and information with me. How do I do this?

  4. I have requested a technology package and have not yet received it. How do I know if it’s in process?

  5. I want to print at home from the Chromebook I am using.

Glossary

Chromebook | Edsby | GAPPS | SEA | Virtual School

Technical Issues

Q: I am having problems with my technology package (Chromebook and HotSpot) that was provided by the board. How do I get ​help?

A: Contact your teacher who can open a service desk ticket to address these issues.

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Q: We logged into Google Chrome on our personal technology with our GAPPS account and now there are all sorts of restrictions in place. How can I fix this?

A: Logging out of Chrome will reset the browser back to its original state. More information on Google Chrome Profiles can be found here - https://support.google.com/chrome/answer/2364824?co=GENIE.Platform%3DDesktop&hl=en

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Q: I have a SEA computer and it isn’t working properly. How do I get it fixed?

A: Contact your teacher or school and a service desk ticket will be created for follow up.

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Q: I created an internet shortcut/favourite for GAPPS (Gsuite) in my browser and now I can’t login. I get the error message “An error occurred and single sign-on could not complete. Please close your browser and try again”.

A: This is due to extra characters in the URL address of the shortcut. Please make sure that the address is https://google.yrdsb.ca with no characters after this. 

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Q: I am trying to connect my YRDSB provided HotSpot to another device other than the Chromebook and it isn’t working.

A: The Chromebook and Hotspot devices have been paired to only work together. The HotSpot device will not pair with other non-YRDSB devices (SEA devices being the exception).

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Q: I cannot install a Google Chrome Extension/App. It says “Your admin has blocked “app name”

A: Not every Google extension is available for use. Only board approved extensions can be installed. New extension requests can be completed by your teacher.

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Account / Login Issues

Q: I do not have or cannot remember my username and password?

A: Contact your teacher who can assist with this information for you.

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Q: Who do I contact for my EDSBY parent account?

A: Contact your child's home school for assistance with your EDSBY parent account username and password. Your child's home school is the school your child would have attedned prior to becoming a virtual learner.

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Q: How do I change my student password?

A: Contact your teacher who can change it for you.

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Q: I am having problems logging into Gsuite (GAPPS). I receive an error that states “Your login attempt was not successful. Please try again”.

A: Do not add “@gapps.yrdsb.ca” after your user name.

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Q: I think someone has accessed my Google drive, what should I do? 

A: Contact your teacher who can change your password and request that IT Services investigate.

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Usability / How-To's

Q: I'm a student participating in virtual learning who does not have access to technology. How do I request a technology package?

A: Request for loaner technology must be made to the student's home school Principal/Vice-Principal, who will submit a tech request on your behalf. Once the request is processed, the technology package will be couriered to the student's home.

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Q: Where can I get information to help me get started with online tools (GAPPS, Edsby, Google Classroom)?

A: Please visit this URL​ http://www.yrdsb.ca/Parents/Pages/Edsby-Resources.aspx

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Q: I am leaving the YRDSB and would like to take my GAPPS documents and information with me. How do I do this?

A: You can use the Google TakeOut tool to export your information that can then be uploaded to a personal Gmail account. Visit https://takeout.google.com/ to use this service.

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Q: I have requested a technology package and have not yet received it. How do I know if it’s in process?

A: All requests received are being processed as quickly as possible. Contact your school administrator or teacher for follow up. Do not ask to resubmit the request as this will create duplicate requests. All duplicate requests received are flagged and investigated thereby extending the timing of the shipment of your technology.

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Q: I want to print at home from the Chromebook I am using.

A: Steps for printing from a Chromebook can be found here.

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Glossary​

Chromebooks

Chromebooks are specially configured devices built to Google specifications and utilize an operating system designed by Google called ChromeOS. These devices are “cloud” based devices meaning that applications and services are typically provided through the internet to the devices. This differs from PC’s or Macs that usually have software and services installed locally on the device itself.


EDSBY:

A cloud-based learning management system software program for grade K-12 students, parents and teachers.


GAPPS:

GAPPS is an acronym for Google Apps which is the older name Google used for their learning platform and have since rebranded this name to GSuite for Education.


SEA 

SEA stands for Special Equipment Allotment. SEA is special funding provided by the provincial government to be used to provide technology and other equipment to students with identified special needs.


Virtual School 

Another name for online school, e-school or cyber-school. YRDSB has the Elementary Virtual Schools (EVS) and the Secondary Virtual School (SVS)


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