Overview

This section is intended to provide information to parents/guardians about how to troubleshoot common school technology issues. If you review this page and you or your student are still experiencing a technology problem, please contact the ITRT (Instructional Technology Resource Teacher) at your child's school.

1. My child’s Chromebook will not accept their password or they forgot the password.

Your child should ask your school’s ITRT to assist in resetting the password. After resetting the password, your child will make a new password. Please make sure the new password is strong by containing numbers, letters, and symbols.
2. My child is having difficulty accessing Schoology.

Please make sure your child logs out of their Gmail account and logs back in with their school-issued email. This will ensure that they are attempting to access Schoology with the correctly linked email address. Additionally, please make sure your child is attempting to access Schoology through the correct school portal. They should go to lms.newkentschools.org and log in with their school Gmail address. Attempting to log in through schoology.com will not work as we utilize a district-specific login portal.

3. I want to make a parent account in Schoology so I can monitor my child’s classwork and progress.

Please ask your school’s ITRT for the parent access code associated with your child. Once you receive the code, go to https://www.powerschool.com/classroom/schoology-learning/ and click the “register” button on the home page. Then click on the “parent” option and enter the access code you received. After entering the access code, complete the rest of your account registration. This process should only take you a few minutes, and when finished, your account will be linked to your child’s account in order to see all of their classes and course progress.

4. My child is unable to log in to their PowerSchool account due to forgetting their username and/or password.

At the elementary level, please reach out to your child's school registrar for a PowerSchool password reset. At the middle and high school levels, please click on the “Forgot Username or Password” button on the PowerSchool login page, and then select the desired option. Once you fill out the required fields, an email will be sent to their school email account with either the username information or a password reset link.
5. My child’s computer will not charge or turn on any longer.

Please make sure that the charging light on the left side of the Chromebook is active. If the charger is plugged in, but the light is not active, it is possible the battery inside the laptop needs to be replaced. It is also possible the charger is no longer functioning. Please have your child bring their devices to their school’s designated Chromebook Help Desk in order for the issue to be identified. If the issue is with the charger, your child will be provided with another one. If the issue is the Chromebook battery, your child will be given a loaner or replacement while their original computer is repaired.
6. My child’s computer is damaged (screen, keyboard, wiring, etc.) or lost, and it is no longer usable.

Please have your child bring their device to the designated Chromebook Help Desk. If this is the first incident where your child’s Chromebook is damaged, they will be issued a replacement or loaner free of charge. If this is the second incident, a damage fee will be assessed and added to your child’s school account per district policy. The fee can range from $25 to $250 depending on the severity of the damage. Any subsequent incidents will incur additional charges.
7. My child lost their school-issued computer charger.

In the event that your child loses their original charger, a new charger can be purchased through the district. The fee associated with charger replacements is $20 which will be added to your child’s school account once they are issued another device.

8. My child is receiving an “Access Denied” error message when attempting to open an assignment in Schoology.

Go into Settings. Click “Advanced.” Next, click on the “Privacy and Security” category and select “Site Settings.” Then, click “cookies” and turn off “Block 3rd party cookies.” Lastly, refresh the assignment page in Schoology.
9. My child cannot find a course in Schoology in which they are enrolled.

The most likely issue is that your child is enrolled in too many Schoology courses for all of them to appear under the “Courses” drop-down menu. Click on the “Courses” tab and then click “My Courses” in the top right corner of the menu. All courses will appear in a list format, including the one your child is trying to find.
10. My child is no longer a member of any current courses in Schoology.

This is likely the result of a roster syncing issue between PowerSchool and Schoology. If your child is logging in to the correct Schoology account by using their school-issued Gmail and they do not appear to be enrolled in any courses, please contact your school’s ITRT to resolve this issue.
11. My child’s Chromebook is displaying a message that it is locked by an administrator.

Please contact your school’s ITRT or designated Chromebook Help Desk to verify that your child has the correct Chromebook that is assigned to them in order to have it unlocked.

12. We're having trouble logging into PowerSchool.

Please review this video on YouTube by Stephanie Wright, NKCPS ITRT, for directions on logging into PowerSchool. If you are still experiencing issues, please reach out to your child's ITRT.

Family Resources for Student Technology

New Kent County Public Schools

New Kent County Public Schools

New Kent County Public Schools