- Kent School District
- Frequently Asked Technology Questions
Frequently Asked Technology Questions
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Contact the Customer Support Center for Help
Tech support is available to KSD students, families, and staff on school days from 7:00 a.m. to 7:00 p.m.
- CustomerSupportCenter@kent.k12.wa.us
- (253) 373-7030
We can help with:
- Logging in on KSD devices or platforms (laptop, Skyward Family Access, Office 365, etc.).
- Troubleshooting issues with KSD hardware (laptops, printers, etc.).
- Resolving issues with KSD software (Office 365, Canvas, etc.).
Free hotspots and home internet access are available to families in need.
Laptop Questions
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What do I do if my camera is not working in Teams?
If your camera is not working in Microsoft Teams but seems to work in other applications like Camera and the Chrome browser, please follow the steps below to fix it.
- Click on the start menu.
- Find and open Software Center.
- Search for "camera" in the search window.
- Click the Camera Update, the name is 8X0G3 or G4 camera update.
- Click on the blue "Repair."
- Click "Yes" on the last prompt that comes up.
- Try using your camera in Microsoft Teams again.
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How do I check to see if there are any updates for my laptop?
Making sure your computer is updated to the latest version is one way to make sure your computer is running smoothly. Please follow the steps below to check for updates on your computer.
- On the desktop, find Computer Help and double-click on it.
- Click on Tools.
- Click on Windows Updates.
- Click on Software Center.
- Once it is complete, please restart your computer.
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What can I try if Microsoft Teams is not working?
If Microsoft Teams is lagging or not working (unable to join meetings or chat), please try the following things.
Option 1: Try using Microsoft Teams in a web browser.
Option 2: Update Microsoft Teams.
- Click on the profile picture in the top right.
- Click "Check for updates."
Option 3: Sign out of Microsoft Teams.
- Click the profile picture in the top right.
- Click "Sign out."
Option 4: Quit Microsoft Teams
- Right-click on the Teams icon on the bottom.
- Select "Quit."
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What do I do if my laptop is not working?
First, please go through the questions and answers on this webpage to see if you can resolve the issue.
If not, email CustomerSupportCenter@kent.k12.wa.us or call (253) 373-7030 to create a new ticket. A ticket number is required to schedule an appointment to have your laptop repaired or replaced.
Please contact us immediately if:
- The camera, microphone, or drives are no longer working.
- Something has been spilled on the laptop.
- The laptop is no longer charging.
- The screen has been damaged.
- The keyboard has been damaged or stops working.
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What do I do if my laptop will not turn on?
- Plug the laptop in, hold the power button for 30 seconds, then press the power button again.
- If that does not work, check your power cable. Make sure the main cable is plugged securely into the power brick and then plug it back into the wall.
If the laptop still will not turn on, please contact the Customer Support Center to create a new ticket and schedule an appointment to have your laptop repaired or replaced.
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What do I do if my laptop will not charge?
The laptop power cord has two parts: the main cable and the power brick. Make sure the main cable is plugged securely into the power brick and then plug it back into the wall.
If the laptop still will not charge, please contact the Customer Support Center to create a new ticket and schedule an appointment to have your laptop repaired or replaced.
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Can I connect my laptop to my home printer?
No. KSD laptops cannot be connected to home printers. Please use your home computer to print using one of the following options:
- Save the file on a thumb/flash drive and then print from your home computer.
- Email the file to your student Outlook email account and then access using web-based Outlook on your computer to print.
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What do I do if my laptop is lost or stolen?
Please report lost and stolen laptops to the Customer Support Center immediately.
If your laptop is stolen, we will provide proper information for filing your police report. This allows us to connect with our theft recovery vendor in a timely fashion.
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How do I pick up or return a laptop?
Schedule an appointment to pick up or return a laptop.
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How can I take care of my laptop?
To take care of your laptop, we recommend that you:
- Be careful having liquids around your laptop.
- Slowly plug in and unplug the power cable to avoid causing damage.
- Do not leave anything, including papers, between the screen and the keyboard when you close your laptop. Leaving items on top of the keyboard can lead to a cracked screen or overheat the laptop.
- Lightly dampen a soft cloth with water and clean the screen and keyboard for general cleaning.
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How do I connect my KSD laptop to my home internet?
In order to access the internet from your KSD laptop, you will need to connect to your home WiFi.
- Turn on the laptop.
- Do not log in yet. Click on the wireless icon on the bottom right of the screen.
- Connect to your home WiFi network. If your home network requires a password, please enter your home WiFi password.
- Once it is connected, click the power icon to restart the laptop.
- Log in to the laptop using your KSD username and password.
- Username: Enter “sn” and then your six-digit student ID number. For example, “sn123456.”
- Password: Enter your password.
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How do I log in to my KSD laptop?
Log in to the laptop using your KSD username and password.
- Username: Enter “sn” and then your six-digit student ID number. For example, “sn123456.”
- Password: Enter your password.
Canvas Questions
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How do I log in to Canvas?
Visit the Canvas area of the Digital Learning Toolkit to learn more about this learning management system.
Safety & Acceptable Use Questions
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Are students protected from inappropriate internet content?
Kent School District (KSD) uses filtering software that operates on all devices, whether students are at home or at school. All filtering and internet safety protections are age- and grade-level appropriate and have been implemented in compliance with the Child’s Internet Protection Act (CIPA).
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Are families expected to monitor usage to prevent unacceptable use of technology?
Even though internet traffic is filtered on Kent School District devices, it is a good idea for parents and guardians to be aware of what activities your students are engaged in online as an additional measure of safety for students. We embrace parent engagement in their student’s education and development of personal responsibility.
- For more information about the appropriate use of electronic devices, please refer to Electronic Resource Policy 2022 and Procedure 2022P.
- For more information on grade-level specific Internet Safety resources visit Common Sense Media Family Engagement Resources.
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How does KSD monitor for acceptable usage compliance?
All internet traffic, including email and file storage, on district resources is logged and can be reviewed if concerns arise. Students may be able to delete their browsing history on the laptop, but all internet activity is also logged centrally at the district office whether students are at home or at school.
Skyward Questions
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How do I log in to Skyward Family Access? What if I don’t have my username or password?
- Visit the Skyward Family Access login page.
- Email CustomerSupportCenter@kent.k12.wa.us if you need help with your username.
- Follow the instructions to reset your Skyward Family Access password if you have forgotten it.