Troubleshoot a Complicated Issue

After lunch, Catherine brings her device to Mrs. Fuller’s desk and lets her know that she is unable to use any of the apps on the device. Mrs. Fuller is stumped as to what could be wrong. She calls Mr. Olivera, school technology administrator, and asks him to stop by her classroom.

Mr. Olivera tries out a few things on the device and determines that it may need to be reset to factory settings. Luckily, Catherine has been connected to Wi-Fi most of the day, and Pearson System of Courses has automatically backed up all of the work she's done in class. Mrs. Fuller has a loaner tablet she can lend Catherine. Catherine logs into the new device with her usual user name and password. Her Pearson System of Courses work is automatically restored, and she is able to resume exactly where she left off.

In the meantime, Mr. Olivera, who has seen this type of thing one other time, searches the web for a solution. He resets Catherine's Chromebook to factory settings. He logs into the device using Catherine's account, navigates to the Chrome Web Store, and adds the app. Mr. Olivera launches the app and sets the app to the correct configuration code.

Toward the end of the day, Mrs. Fuller will ask Catherine to turn in the loaner device. Mrs. Fuller then works with Catherine to log back into the app on her assigned device. Since Mr. Olivera had to reset her device, Catherine will need to download content for her grade, and once that is complete, she can download the current unit from the Pearson System of Courses Unit Manager. The content may take some time to restore. Catherine can now take her device home to do her homework assignment. Mr. Olivera refreshes the loaner device so it can be used for someone else, if needed.