• Troubleshooting Common Issues and Technology Support

     

    Troubleshooting Common Issues

    Our Support Center is here to help. Here are a few common troubleshooting steps to try before submitting a Let's Talk ticket.

    Setting Up Your Laptop

    After initial login to your District provided laptop, the device may restart several times to complete the configuration process.  Please make sure your device is connected to Wi-Fi before you login and remains connected during use.  Step-by-step instructions can be found at www.pghschools.org/elearningresources.

    Student Passwords

    Don’t forget, that students in Grades PK-2 change their passwords reflect the student’s current grade level for the 20-21 SY.

    • PK: ppspk
    • K: ppsk
    • 1: pps1
    • 2: pps2

    Students in grades 3-12 will use their PPS password. If your student is a new third grader for the 20-21 SY, please reach out to your student’s teacher for their new password.

    Login Credentials

    Students
    Use your PPS username and password to log on to Clever, but use your full PPS email address and password to log on to Microsoft 365 (Teams, OneDrive, etc.)

    Parents
    Use your Home Access Center (HAC) credentials (username and password) to log on to Schoology and HAC 

    Talking Points

    I’m not getting messages on my phone- how do I fix that?

    • Make sure that the correct individual(s) are identified as a guardian with your child's school.
    • The guardian(s) have a Cell Phone contact type associated with them with the current text-enabled cell phone number listed. A cell phone number is required so a guardian can receive text messages through Talking Points.

    How do I log in to the Talking Points parent app?
    Make sure you’ve downloaded the correct Parent app:
    Apple Device App Store
    Android Device Google Play App Store

    Log in using the phone number from which you received your first Talking Points text. 

    Clever

    Having trouble logging on to applications?
    Check that you have the Clever icon in the upper right hand corner of your browser window. If you’re using a district-provided iPad, make sure you’re trying to log on to the PPS-Clever icon.

    Schoology

    Student’s classes will be listed on their course dashboard. These courses update nightly, so if your student’s schedule changes, you can expect to see the new course on their dashboard the following day.

    There may be multiple course “tiles” for an individual course based upon how the school schedules the course. Please ignore the courses marked Stop/Do Not Enter.

    Schoology Screenshot

    OneDrive

    If you are having issues with your OneDrive Assignments in Schoology, please view our troubleshooting instructions here.

  • Still Having Issues?

    If you're still having issues and need support from our Help Desk, Let's Talk is available to easily submit a ticket here. You can also look for the blue "Contact Us" button at the bottom-left of your screen to quickly submit a ticket as well. Let’s Talk is also available for download as an app to your mobile device. When asked for the code, please enter the Let's Talk! ID: PP1952.

    Our Help Desk is open between the hours 8:00 AM to 4:00 PM Monday through Friday.

    • Students, Families, Staff: Pittsburgh Public Schools Support Line: (412) 529-4357
    • Submit Let's Talk ticket at www.pghschools.org/letstalk
    • Parents of Students additional technology support line option: University of Pittsburgh Support Line: (412) 624-6007 from 9 AM – 5 PM, Monday through Friday.

     

    Best Practices When Submitting a Support Ticket

    When submitting a Let's Talk ticket, please provide as much detail as possible. Please do not submit a ticket anonymously if you need help resolving an issue.

    Please include:

    • Full name of parent/guardian
    • Child’s full name, grade-level, and school
    • The type of device being used (example: iPad, district provided laptop, etc.)
    • Which application that is not working (example: Microsoft Teams or Schoology)

    In-Person Technology Support 

    Beginning, Tuesday April 6, all in-person technology support for students and families will be available at the school level.  Any family that is experiencing technological challenges with a district-issued device can receive direct support at their child’s school.