General Tech Support

For general technical support, please send an email to to open a support ticket. The Help Desk will be continuously monitored during regular work hours 8:00 am – 4:00 pm.  The Tech Team will respond directly as soon as possible and in order of urgency.   To help us best assist you, please make sure you have included the following in your initial email request:
  • A callback phone number
  • A detailed description of your issue
  • Your device name and model (if applicable)
  • Best time to reach you (if not anytime)
Helping Families Use Chromebooks
  • Chromebooks must connect to wifi before the student tries to log in.
  • Error Message “You are not authorized to use this device.”  This results from either typing the user’s email address incorrectly or trying to use a non-HPS email to login.
  • Usernames and passwords for students can be found in SchoolBrains (instructions attached)
    • Usernames/emails are not case sensitive; passwords are case sensitive
  • Trouble with a Chromebook? – Please turn it off and turn it back on again
    • Fully shut down by using the menu that pops up when you click on the area by the clock in the bottom right-hand corner.
    • Or hold the power button down for approximately 15 seconds; a small light on the side of the Chromebooks will go out after it is shutdown.
  • Trouble with home wifi? – Please turn off or unplug the router and turn it back on again.
    • If that doesn’t work, call the internet service provider. The HPS Tech Team cannot troubleshoot home wifi.
  • School Technology Leads can also be a tremendous resource for basic questions about Chromebook use.  If they do not know the answer to your question, they can usually get in touch with a Tech Team member quickly to get a solution for you.

Technology FAQs

  • Can you unblock a Youtube video on the Chromebooks?
    • HPS does not block or allow any videos from Youtube.  Safe Search is a feature that Youtube provides to protect students.  Sometimes the algorithms that Safe Search uses miscategorizes content that a teacher would dream appropriate.  There is nothing the HPS Tech Team can do to allow a video, and Youtube Safe Search will not be deactivated to enable content.
  • Can programs be installed on my HPS laptop while I am at home?
    • Unfortunately, no.  Remote access and install permissions are not available off of the HPS network.
  • Can the Tech Team help me troubleshoot my home wifi?
    • Sort of – we will have you turn it off and turn it back on again.  If that doesn’t work, we will direct you to contact your internet service provider for additional support.
  • Is this email legitimate or a scam?
    • If you have to ask it is probably a scam; don’t open the email, click on links or download attachments.  Scammers have a lot of time on their hands and are finding new novel ways to scam people.  We have advanced email filters, but no system is perfect.  Please educate yourself to keep your personal and work information safe.
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