Troubleshooting

Follow these steps when you first start up your device at home after receiving it. Be sure to bring the device home before starting it up.

1. PLUG IN the charging cable and connect it to the device to charge the battery and for power. OPEN the laptop and TURN IT ON using the "circle" button in the top right hand corner of the keyboard.

2. You will be asked, "Is this the right keyboard layout?". Choose US and then YES in the lower right corner.

3. The next screen asks, "Want to add a second keyboard layout?". Choose SKIP

4. The next screen reads, "Let's connect you to a network." Choose your home Wi-Fi network. Be sure you KNOW YOUR WIFI NAME AND PASSWORD if it's required. Choose the correct network, enter the password, and click NEXT.

5. You will be asked, "Do you want to allow your PC to be discoverable by other PC's and drives on this network?" Choose NO. Even though it recommends allowing this on a home network, still choose NO.

6. The network will read "Connected". Click Next in the lower right.

7. Be patient and wait for the computer to setup/restart.

8. The screen will read "Welcome to Chandler Unified School District #80! Enter your Chandler Unified School District #80 email." Below the box reads "Sign in with a security key". Type your username for your Office 365 account:

Username / Login / Email: s(student ID #)@s.cusd80.com (example: s123456@s.cusd80.com)

Click Next (Lower right)

9. Enter your password. This is your Active Directory Password you use for any school computer, Infinite Campus, and Office 365. If you don't know your password or it's not working, contact the Tech Center.

10. Be patient again because it will go through several setup screens. It may restart. Once it gets to the desktop, continue to wait while applications and profile information loads. Depending on the network connection, this may take a while.

11. If something isn't working correctly or apps aren't working, restart the computer to see if any updates or setup actions need to be completed.

My device does not turn on. There are no lights on the side and the screen is dark.

1. Push the power button once and release. Wait for power indicator light on the side or for content on the screen.

2. Plug in the charging cable and wait 20 minutes, then try again.

3. Leave the device charging overnight, then try again.

4. Visit the Dell Troubleshooting website for more possible fixes.

5. If none of these steps worked, visit the Tech Center.

Screen is dark but the power indicator on the side is on.

1. Turn up the brightness on the screen using the brightness keys on the keyboard.

2. Press CTRL / ALT / DELETE to get to a menu for more options. Restart the computer if that's an option.

3. Hold down power button until the device shuts down and powers off. Wait 10 seconds. Push power button once to turn on.

4. If none of these steps worked, visit the Tech Center.

The WIFI is not connected.

1. Check the WIFI icon in the lower right. A globe icon indicates the WIFI is not connected.

2. At a CUSD site? Connect to a WIFI network.

   • If you are at a CUSD site, the laptop should connect to CUSD_Auth, CUSD-Intune, or Tech80.

   • Choose the network, select "connect automatically" and choose "Connect".

   • If the device is unable to connect to any of those networks, visit the Tech Center.

3. Away from a CUSD site?

   • Connect to a home or public WIFI by clicking the WIFI icon in the lower right.

   • Choose the WIFI network and enter the password, if necessary.

   • Try these troubleshooting steps.

   • If the device is unable to connect to any network, visit the Tech Center.

The Internet is not working.

1. Check the WIFI icon in the lower right. A globe icon indicates the WIFI is not connected. Follow the steps above to connect.

2. If the device is connected but you still can't access to Internet, there could be an outage at your site or location. Notify a staff member or check with your provider.

I can't log into the device.

1. Be sure the device is connected to a WIFI network. (See "No Internet Connection")

2. Press CTRL / ALT / DELETE to visit the login page and enter your username and password.

I know my password, but my username isn't working.

1. Try s-number@s.cusd80.com (example: s123456@s.cusd80.com)

2. Teachers: lastname.firstname@cusd80.com

I know my username, but I forgot my password.

1. Type your username in the username box and choose Reset password.

2. Follow the directions to reset your password.

I get an error message.

Visit the Tech Center.

I'm trying to use the camera, but I see a blank screen.

1. There may be a privacy slider or switch that covers and uncovers the camera. Open the slider.

2. Visit the Camera app to be sure the device is detecting the camera.

   • Open the Camera app and look for an image from the camera.

3. Type camera privacy settings in the windows search bar an check to be sure the camera is allowed to connect to the app.

4. Are you using Chrome? Be sure you "allow" the camera to connect to the website you are using in Chrome.

5. Be sure your device is updated. Follow the directions here to update and to find more troubleshooting options.

6. If none of these steps worked, visit the Tech Center.

I can't hear anything from the speakers or headphones.

1. Check the volume. Choose the audio icon in the taskbar in lower right and move the slider to the right to increase the volume.

2. Be sure the "mute" button is OFF on the keyboard.

3. Click the audio icon in the taskbar. Click the title of the audio device above the slider to switch to headphones or other additional speakers.

4. Right-click on the audio icon. Choose open volume mixer. Be sure none of the items are muted.

5. If none of these steps worked, visit the Tech Center.

I can't hear anything from my headphones.

1. Be sure the headphones are securely plugged all the way in.

2. Check any volume adjustments on the headphones to be sure they are turned up and not muted.

3. Check for any loose material in the headphone jack. Check for any damage (bent plug, for example) to the headphones. Do not plug in damaged headphones.

4. Try a different set of headphones. If they work, you know it's probably a problem with the headphones.

5. If none of these steps worked, visit the Tech Center.

My microphone isn't working.

1. Be sure the "mute" button is off on the keyboard or in the app.

2. If it is an external microphone, be sure it is turned ON, the level is up, and it's not muted.

3. Type sound settings in the Windows search bar and select it. Find Input and be sure the correct microphone is chosen. Test the microphone on that page.

4. Check the microphone settings:

   • Right-click on the audio icon.

   • Choose open volume mixer.

   • Find the computer icon above "System Sounds" and click on it.

   • Choose the Recording tab.

   • Select the correct microphone.

   • Choose Properties underneath the window.

   • Choose Levels and be sure the sound icon is not muted.

   • Move the slider to the right to about "80" and choose OK and then OK.

My microphone isn't working in Chrome.

1. Be sure to "allow" access to the microphone.

   • Open the Settings by selecting the three dots in the upper right.

   • Choose Privacy and Security in the left navigation menu.

   • Choose Site Settings

   • Scroll down to the "Permissions" section and choose Microphone.

   • Check to be sure the website you are using is allowing the microphone and that the correct microphone is selected at the top.

2. If none of these steps worked, visit the Tech Center.

An application or software program I am using is not working.

1. Be sure the application is updated. If it is a Microsoft application, follow these directions:

   • Type store in the Windows search bar. Choose Microsoft Store.

   • Choose the Library icon in the lower left or three dots in the upper right.

   • Choose Get updates in the upper right.

   • Choose Update all in the upper right.

   • Restart your computer.

2. Be sure the device is updated. CUSD Windows devices should be automatically updating on their own. However, it may need to be manually updated:

   • Type update in the Windows search bar.

   • Choose Check for updates.

   • If updates are needed, you will see "Updates available" and possibly "Restart required".

   • Choose Restart now, to restart the computer and then check for updates again.

   • If the device is completely updated, a message will say "You're up to date".

3. If the application or software program is a specialty program and it is out of date, it may require a special installation. Visit the Tech Center.

4. If none of these steps worked, visit the Tech Center.

I'm using Google Chrome and a website is not loading properly.

1. Check that Google Chrome is updated. Here's how:

   • Choose the three dots in the upper right to visit Settings.

   • Choose Help.

   • Choose About Google Chrome.

   • A new window will open and a message checking for updates will appear. If it needs to be updated, Chrome will update and a Relaunch button will appear.

   • Choose Relaunch.

   • Visit the update page again to check. If Google Chrome is completely updated, the message, "Chrome is up to date." will appear.

2. Clear the browser history and cache.

1. • Choose the three dots in the upper right to visit Settings.

   • Choose History.

   • Choose History.

   • Choose Clear browsing data on the left.

   • In the new window, choose From all time.

   • Choose Clear data.

   • Close all tabs, exit Chrome, and restart your computer.

I'm using Microsoft Edge and a website is not loading properly.

1. Check that Microsoft Edge is updated. Here's how:

   • Choose the three dots in the upper right to visit Settings.

   • Choose About Microsoft Edge in the lower left.

   • A new window will open and a message checking for updates will appear. If it needs to be updated, Edge will update and a Relaunch button will appear.

   • Choose Relaunch.

   • Visit the update page again to check. If Edge is completely updated, the message, "Microsoft Edge is up to date." will appear.

2. Clear the browser history and cache. Here's how:

   • Choose the three dots in the upper right to visit Settings.

   • Choose Cookies and site permissions.

   • Choose Manage and delete cookies and site data.

   • Choose See all cookies and site data.

   • Choose Remove all.

   • In the new window "Clear site data", choose Clear.

   • Close all tabs, exit Chrome, and restart your computer.

I think the website is being blocked. Is this website blocked by CUSD filters?

• If the screen has a bar across the screen letting you know the site is blocked, you won't have access.

  • Red bar - The website is blocked by our filters.

  • Orange bar - Check the URL, you may have typed it in wrong.

  • Blue bar - There may be an issue with your computer. Check with your teacher first to be sure you have the correct URL.