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Self-Help Resources

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Frequently Asked Questions

What's my student's password?
For student safety, if a student has forgotten their password, we ask that they work through a classroom teacher to obtain their credentials.  Secondary students can ask for assistance in the school office or media center.
What type of support can I expect to receive with our FHPS device?
Technology support personnel can provide assistance with hardware not working, trouble logging in, and how to use online resources.

If a device is not functioning properly and support personnel cannot assist remotely, an appointment will be scheduled for the student and/or family to bring the device to an FHPS central support location to swap the device with a working device.

Onsite support will be limited, by appointment only, and will follow all social distancing rules.

How will FHPS Students and Families receive technology support?
FHPS Students and Families will be able to access technology support in the following ways:

  • If the student is trying to access a resource or has questions on the assigned work, seek help from the teacher first.
  • Use this Self Help Resources page to answer basic technology questions.
  • Request support using the Student/Family Help Desk Request form
    • Support tickets are resolved between the hours of 8:00 and 4:30 pm on regularly scheduled school days.
    • Please allow 24 hours for a response to a support ticket.
How can I update the version of Chrome OS on my Chromebook?
Solution: See the section in this Google support document on how to check for and install Chrome OS updates yourself.
Why does the ContentKeeper screen show when I log into my Chromebook?
Note: ContentKeeper is the district’s content filter used to filter student Chromebooks while outside the district as required by the Children’s Internet Protection Act.

screenshot of the Content Keeper authentication screen

Solution: This may occur when the Chromebook starts up more quickly than the ContentKeeper extension is able to authenticate you. There’s no need to log in, just open a new tab, click on a bookmark, or try browsing directly to a website.

Note: Because Google only permits extensions assigned to users, not devices, students using their FHPS issued account on a personal Chromebook may also see this screen.

How do I clear my browser cache?

To clear your browser cache and resolve some internet connectivity issues, select your browser below for instructions:

How do I sign out of my Google account on the Chrome browser?
The Chrome browser has the ability to sync your browsing history, bookmarks, extensions, and settings when a user signs into the Chrome browser on a device.

This can become an issue when families share a computer with multiple users. A child may sync their school profile to the Chrome browser and also log in to various services like Gmail and Google Drive as a different user.

Signing out of email or Google Classroom will not automatically log you out of the Chrome browser.

Read this support article from Google on how to sign a user out of the Chrome browser.

Can students install Chrome Apps or extensions?
For security reasons, students are only permitted to install Chrome apps and extensions that have been approved by a teacher and whitelisted.

Once an app or extension has been approved and whitelisted, they may add it to their fhps.net account by visiting the Chrome Web Store.

Why does my Chromebook ask for the old password to unlock data?
Profile settings and data are encrypted by Chrome OS and require the original password to unlock. When a user changes their profile settings on a Chromebook and changes their password, you must enter the old password to unlock that information. This only affects data stored on the local machine and does NOT affect the user’s data stored by Google Drive, Docs, Gmail, etc..

If you are not concerned about data that might be stored on the Chromebook device itself, you may simply select “I can’t remember my password” and the “Proceed Anyway” button. Users are then able to log in to the Chromebook with their current account credentials and access the Google services as expected.

It is strongly recommended that users store all important data on their Google Drive space and NOT on the local storage space of the Chromebook to prevent the loss of data due to forgetting previous passwords.

Why can’t I turn my district issued Chromebook on?
Make sure that the device is charging and hold down the power button for 5-8 seconds. You can also try tapping the power button a few times and then waiting 5-8 seconds.
Why can't the teacher hear my student? Why is my student’s Chromebook microphone sending static?
Please try adjusting the input levels of the Chromebooks microphone. Follow the directions under “Control your microphone volume” to do so.

Read a support article from Google on how to adjust the volume on your Chromebook

Why isn't my student’s Chromebook camera working?
Please check the camera permissions of the device. Please click the link below and follow the instructions to make sure the camera permissions are not blocked on the device.

Read a support article from Google on how to use the camera and microphone on a Chromebook

Having trouble getting Google Drive to authorize properly in Canvas?
Be sure you are logged into ONLY your FHPS Google account and no other Google account. Make sure that you are not logged into Chrome with another personal account or the account of another family member.

  1. First, try to authorize Google DriveTry clicking on Google Drive in the left sidebar navigation. If you see an AUTHORIZE button near the bottom of the window, click it. Select your district Google account and Allow the Google Drive LTI by Canvas to view and manage files. Hopefully, that process will get things working.
  2. Then, try clearing your cache and cookies from your web browserHere’s how to clear your cache and cookies in Chrome.
  3. Getting an authorization to “stick”If you briefly see a momentary notice your account was authorized but then it fails and returns to the screen with the AUTHORIZE button, you probably have disabled third-party cookies in your web browser.On a Chromebook, start by clicking the icon at the bottom left of the screen to bring up the control panel. Click the Gear icon ⚙ for settings and proceed to step 1 below.In the Google Chrome browser on other devices, click the ⋮ or ! icon at the top right of the browser window to open the browser menu. Select Settings and proceed to step 1 below.Once you are in the Chrome browser settings:
    1. Scroll to the bottom of the settings screen and click Advanced.
    2. Scroll down to the Privacy and security section and click on Content Settings.
    3. Click on Cookies.
    4. Make sure the top option is on so that it reads Allow sites to save and read cookie data (recommended).
    5. Make sure that Block third-party cookies is NOT enabled.
    6. Click the X at the top right of the settings window to close it.
  4. Try another browser other than Chrome to authorizeTry going through the authorization process in another web browser.

Internet Connection Issues

Restarting home networking equipment can potentially resolve slowness or connectivity issues with the Chromebooks even when other devices connected to the same system are not experiencing any issues. If this is something you would like to try, please follow your Internet Service Provider’s recommended guidelines for restarting your router.

Wireless internet access is available for all students using personal devices while at school. We recommend students onboard their personal devices to the FHPS Wireless network. Instructions are available for assistance in onboarding personal devices.

Chromebook Filtering

Reminder, the district distributed hundreds of the district’s Chromebooks to families to help students stay engaged in instructional activities while at home. The Children’s Internet Protection Act requires that all district-owned devices filter inappropriate content, even when they are outside the district. To comply with this federal law, we have enabled this filtering. A couple of caveats: (1) All FHPS users will see a new extension called CKAuthenticator in Chrome. On Windows devices or Macs and for staff accounts on Chromebooks, the extension does nothing more than identify them as staff accounts. For students, it will filter their accounts as if they were inside the district. (2) The CKAuthenticator extension will filter all student fhps.net accounts on Chromebooks – both district-owned and personal (Google only permits extensions to be assigned to users, not devices).

Google Account Access for Graduates

As you prepare to leave FHPS, we have collected some information that you may find helpful in transferring electronic files that you may want to keep before your FHPS account is removed.

IMPORTANT: Your FHPS Google Account will be deactivated after July 31st. Please save any documents or files from this account!

Once access to your FHPS Google account is disabled, it can not be restored for any reason, no exceptions, so be sure to take with you what you need!

While Google Education accounts are allotted unlimited storage, personal accounts have a storage limit of 15 GB shared between Gmail, Google Drive, and Google Photos.

If you onboarded a personal laptop, phone, or tablet using our BYOD wireless, you will want to remove the FHPS profile from your device once you leave. To do this, follow the instructions for your device type at wireless.fhps.net. Instructions for removal can be found at the bottom right of the page.

Please read this documentation for further instructions

Status Pages

Below you’ll find some links to some status pages for some of the services that may be vital to instruction. Please check these pages to see if there are any global issues with a service before contacting support.