Chromebooks are school property and their use outside of school grounds must be explicitly authorized by school administration. Unless a formal take-home program has been approved and communicated, Chromebooks must remain at school and be returned to their assigned cart at the end of each school day. If a take-home program is in place, the student and parent/guardian must sign a Device Agreement Form before the device leaves campus.

The following are considered misuse and may result in disciplinary action or repair charges:

- Dropping, throwing, or sitting on a Chromebook

- Placing heavy objects on top of a closed Chromebook

- Writing on, stickering, or defacing the device

- Eating or drinking near a Chromebook

- Exposing the device to rain, liquids, or extreme heat (e.g. leaving in a hot car)

- Using the screen as a touch surface by pressing hard with pens or sharp objects

- Attempting to open, disassemble, or modify the device in any way

- Logging in with a personal Google account instead of the school-issued account

School Chromebooks are managed devices enrolled in the school's Google Admin Console. Using a personal Google account bypasses the school's security policies, content filters, and device management controls. This puts the student, the device, and the school's network at risk. Personal accounts are blocked by policy. Students MUST sign in exclusively with their school-issued Google account (ending in the school domain). Any attempt to bypass this policy must be reported to IT immediately.

Instruct the student to sign out immediately and sign in with their school account. If the student does not have their school account credentials, submit a ticket so we can provide or reset them. If the device has been used with a personal account and now shows incorrect settings or apps, submit a ticket so we can restore proper enrollment.

Yes. Each student is responsible for the device assigned to them from the cart. Teachers should always distribute and collect devices by cart slot and asset number so accountability is clear. If a device is returned damaged, the last assigned user is responsible unless the damage was previously documented. Always report damage as soon as it is discovered — never return a damaged device to the cart without notifying IT.

Every Chromebook must be placed in its designated numbered slot — not just any open slot. The device must be:

1. Placed with the screen facing the correct direction as labeled on the slot

2. Fully seated in the slot so the charging connector makes proper contact

3. The charging cable must be connected gently and completely — never forced

4. The lid should be closed or left at the angle specified for your cart model

Incorrect placement is the #1 cause of devices arriving to class uncharged. Teachers must verify that all devices are correctly seated before leaving the classroom.

 Before dismissing students, teachers must ensure:

- Every Chromebook has been returned to its correct numbered slot

- Every charging cable is connected properly — not hanging loose

- No cables are pinched, twisted, or routed incorrectly

- The cart door (if applicable) is closed and locked

- No Chromebook is left on a desk, chair, or floor

- Any damaged or malfunctioning device is set aside and a ticket is submitted

This end-of-class check takes less than 2 minutes and prevents the majority of charging and damage issues.

Inspect the cable and the Chromebook charging port immediately. If the cable appears bent, frayed, or the connector is visibly damaged, do NOT use it. Set the cable aside and mark it as damaged. If the Chromebook's charging port feels loose or the device won't charge after the incident, submit a ticket right away with the device asset tag and slot number. Pulling on cables is one of the most common causes of cart damage and is considered misuse.

Report it immediately by submitting a ticket with the cart number and slot number. Do not move cables from other slots to fill the gap — this disrupts charging for other devices. We will inspect the cart and replace the missing cable. Missing cables should be reported the same day they are discovered.

Cart maintenance is performed by IT CAD on a scheduled basis, but teachers and students share responsibility for keeping carts clean. The following rules apply daily:

- No food, drinks, or trash should be left in or near the cart

- Cables should never be left tangled or knotted

- Stickers, tape, or labels must never be added to the cart without IT approval

- Carts should be wiped down externally as part of regular classroom cleaning

If a cart appears dirty, has debris inside, or has physical damage (broken slot, damaged door), submit a ticket.

First check that the device was correctly seated in the slot with the cable properly connected the day before. If the cable was connected but the device still did not charge, submit a ticket with the device number and slot number — there may be a faulty cable or a power issue with that slot. Do not simply swap the device to another slot without documenting it, as this makes it harder to track the root cause.

Make sure the board is fully powered on (not in standby mode) — tap the screen or press the power button on the board. If touch is unresponsive, try restarting the board. Also check that the USB cable connecting the board to your laptop is securely plugged in, as touch input requires this connection. If the issue persists, submit a ticket.

Check the volume on the board itself using the physical volume buttons or the on-screen menu. Then check the audio output settings on your laptop — make sure the BenQ Board is selected as the audio output device (Settings > Sound > Output). Also verify the video cable being used supports audio (HDMI does; VGA does not). If still no sound, submit a ticket.

This usually means the board is in sleep or standby mode. Tap the screen or press the power button once to wake it. If it doesn't respond, hold the power button for 5 seconds to force a restart. If the issue happens frequently, we may need to adjust the sleep settings — submit a ticket.

Right-click on your laptop desktop and go to Display Settings. Look for the BenQ Board in the list of displays and set the resolution to 1920x1080. Also make sure the display mode is set to "Extend" or "Duplicate" as needed. If the image is still distorted, try a different cable or adapter and submit a ticket if the problem continues.

First check if the pen requires a battery — some BenQ pens use AAA batteries. Make sure you are using the correct pen for your board model. In the BenQ software, check if the pen mode is enabled. Also try calibrating the touch and pen input from the board's settings menu. If the pen appears physically damaged, submit a ticket.

This means the board is powered on but not receiving a video signal from the connected device. Check that the cable is firmly connected at both ends. Try switching the input source using the remote or the Input button on the board. Restart both the laptop and the board. If you are using an adapter (e.g., USB-C to HDMI), try a different adapter as these can fail. Submit a ticket if the issue continues.

Some BenQ Board models support wireless casting via the InstaShare or EZCast app. If your board has this feature enabled, open the InstaShare app on the board and follow the on-screen instructions to connect from your device. If wireless casting is not working or not set up on your board, submit a ticket and we will configure it.

The BenQ Board has its own internal Android-based system which can slow down over time. Try closing all open apps on the board and restarting it. If it continues to be slow, a factory reset of the board's internal system may be needed. Submit a ticket and we will schedule the maintenance.

Check that all cables (HDMI, DisplayPort, or USB-C) are firmly connected to both the Mac Mini and the monitor. Make sure the monitor is set to the correct input source. Try restarting the Mac Mini. If you are using an adapter or hub, try connecting directly without it. If the monitor is still not detected, submit a ticket.

Click on the Wi-Fi icon and make sure the correct school network is selected. Try turning Wi-Fi off and back on. If the network appears but won't connect, try forgetting the network and reconnecting. If the laptop still won't connect after these steps, submit a ticket — there may be a certificate or credential issue that needs to be resolved.

Press and hold the power button on the Mac Mini for 5-10 seconds until it shuts off, then press it again to restart. If this happens frequently on the same machine, submit a ticket so we can investigate potential hardware or software issues.

Software and OS updates on managed teacher laptops are controlled by IT to ensure compatibility and stability. If you are seeing update notifications, submit a ticket and we will schedule and apply the update during a non-instructional time to avoid disrupting your work.

Try plugging the USB device into a different port on the laptop. Restart the laptop with the USB device plugged in. If the device still isn't recognized, try it on another computer to confirm it's not a faulty USB drive. If other USB devices also fail to work, submit a ticket — a port or driver issue may need to be addressed.

The Mac Mini lab uses managed accounts. Student login credentials should be provided by the teacher or administrator before lab sessions. If credentials are lost or need to be reset, submit a ticket with the lab location and we will update the credentials and provide them to the appropriate staff member.

Some battery drain while plugged in can be normal under heavy use, but if the battery percentage is dropping while charging, the battery may be degraded. Submit a ticket with the laptop model and a description of the issue. We will test the battery and determine if a replacement is needed.

Device requests and replacements are coordinated through school administration. Submit a ticket describing the issue with your current device and the reason for the replacement request. We will assess the device and work with administration to process the request.

Never pull the paper forcefully. Open all access doors slowly (front, rear, and tray areas) and gently remove any visible paper following the directional arrows inside the printer. Make sure you remove all torn pieces. Close all doors and restart the printer. If the jam error persists after clearing, submit a ticket — there may be a small piece of paper still inside.

This is usually caused by low toner/ink or a dirty drum. Check the toner levels from the printer's control panel or software. If toner is low, submit a ticket so we can order a replacement. Do not shake the cartridge to extend its life as this can cause damage. For smearing, a drum or fuser cleaning may be needed — submit a ticket.

Write down or take a photo of the exact error code shown on the display. Submit a ticket with that code and the printer's location. Do not attempt to reset or repair the printer yourself as some error codes require specific procedures. We will diagnose and resolve it.

Make sure your computer is connected to the school network. Go to Settings > Printers > Add a Printer and let it search. If the printer doesn't appear automatically, submit a ticket and we will install the correct driver and add the printer to your device manually.

The Konica MFPs at your location require an authentication code to track usage by department. Contact your school administrator or submit a ticket and we will provide you with the correct code for your department.

Make sure you are logged in on the Konica panel. Select the Scan function and confirm the destination (email or network folder) is correctly set up. If you have never scanned before or your destination folder is not set up, submit a ticket and we will configure it for you.

Blank pages usually indicate an empty toner cartridge or a cartridge that was installed incorrectly. Check the toner level on the printer panel. If toner is present but pages are still blank, the cartridge may be defective or seated improperly. Submit a ticket and we will inspect it.

Submit a ticket specifying the printer model, its location, and whether the printer is showing a low toner warning or is already empty. We will check inventory and schedule a replacement. Please do not wait until the printer is completely out — submit the request when the low toner warning first appears.

This usually means the device is connected to the network but the connection is not reaching the internet. Try forgetting the Wi-Fi network and reconnecting. Restart the device. If multiple devices in the same room have this issue, the problem may be with the access point in that area — submit a ticket with the room number.

Submit a ticket with your room number and a description of the issue (no signal, drops frequently, slow). We will assess the wireless coverage in your area and coordinate with the network team to improve signal strength or reposition the access point if needed.

Frequent disconnections can be caused by the device being too far from the access point, interference from other devices, or outdated network drivers. Try moving the device closer to the access point. Restart the device. If the issue is specific to one device, submit a ticket with the device asset tag so we can check its network adapter settings.

It depends. If the website is blocked with a message like "This site is blocked by your administrator," it is a Google Admin / content filtering policy. If the website simply times out or shows "no internet," it may be a network issue. Submit a ticket describing exactly what happens when they try to access the site and we will identify the cause.

New devices need to be registered and configured before connecting to the school network. Do not attempt to connect new equipment to the network without going through IT. Submit a ticket with the device type, model, and where it will be used. We will handle the setup and configuration.

School Wi-Fi credentials are managed by IT and are not shared publicly for security reasons. If devices need to be updated with new credentials, submit a ticket with a list of the affected devices and their locations. We will update the network settings on each device.

If the entire school has lost internet access, it is likely a wide-area network (WAN) outage or an issue with the ISP (internet provider). Submit a ticket so we are aware of the situation and can contact the appropriate parties to restore service. We will keep you updated on the status.

Exam apps such as TestNav, DRC INSIGHT, or others require specific Google Admin configurations to run in kiosk or managed mode. If the app is not opening or is showing an error, submit a ticket immediately with the name of the exam app and the date of the test so we can prioritize the fix before the testing window.

Google accounts for students are managed through Google Admin. Submit a ticket with the student's full name and school email address. We will check the account status and reactivate it. Note: if the account was suspended by school administration for disciplinary reasons, the reactivation requires administrator approval.

Submit a ticket with the name of the app, a link to it in the Chrome Web Store or Google Play (if applicable), the reason for the request, and which grade level or group needs it. We will review and deploy it through Google Admin Console.

Shared Drive permissions and Google Workspace app access are managed through Google Admin. Submit a ticket with the teacher's email, the name of the folder or tool they need access to, and who granted the original access. We will investigate and restore the permission.

Unapproved extensions can impact performance and security. Submit a ticket describing which extension is appearing and on which devices. We will identify the source and remove it through Google Admin, then block it from being installed again.

This happens when a Chromebook is not properly enrolled in the school's Google Admin domain. Submit a ticket with the device asset tag. We will re-enroll the device to the correct organizational unit so it receives the proper policies and restrictions.

Once approved and configured in Google Admin Console, app deployments typically push to all devices within 1 to 4 hours, depending on network conditions. Devices need to be powered on and connected to the school Wi-Fi to receive the update. If a device still doesn't have the app after 24 hours, submit a ticket with the device number.

No. School Chromebooks are configured through Google Admin to only allow sign-in with school-issued Google accounts (ending in your school domain). Personal accounts are blocked by policy to protect student privacy and maintain device management.

Log in to your account and click "Submit Ticket" in the navigation menu. Fill in the form with a clear description of your issue, the device or equipment affected (include the asset tag or room number if possible), and your contact information. The more detail you provide, the faster we can resolve your issue.

Log in to your account and click on "My Tickets" or go to your dashboard. You will see all your open and closed tickets along with their current status and any responses from our team. You will also receive email notifications when your ticket is updated.

Tickets are prioritized as follows: Critical (equipment failure blocking instruction — resolved same day), High (issue affecting multiple users or classrooms), Medium (single user issue with a workaround available), and Low (general questions or non-urgent requests). We assign priority based on the impact to instruction and operations.

Yes. When submitting or replying to a ticket, you can attach photos, screenshots, or documents. This is highly encouraged — a photo of an error message or damaged device helps us diagnose the issue much faster.

On the login page, click "Forgot Password" and enter your registered email address. You will receive a password reset link by email. If you do not receive the email within a few minutes, check your spam folder. If you still have issues, contact us at ajimenez@championshipacademy.org

Yes. You can call or text us at 786-859-8223 or email alejandrojmartin68@gmail.com. However, we strongly encourage using the portal whenever possible — it allows you to track your ticket status, receive updates, and keeps a record of all communications for better follow-up.

We aim to acknowledge all tickets within 2 business hours during school days. Resolution time depends on the complexity of the issue and our current ticket volume. Critical issues are addressed the same day. You will always receive a notification when your ticket status changes.

You can reopen the ticket by replying to the resolution notification email, or log in to the portal and click "Reopen" on the closed ticket. Please describe what is still happening so we can continue working on it. Do not submit a duplicate ticket for the same issue.

Remove and reinsert the batteries in the Roku remote. Point the remote directly at the Roku device (not the TV) from within 10 feet. If it still doesn't work, try re-pairing the remote by holding the pairing button inside the battery compartment for 3 seconds. If you have a Roku mobile app, you can also use your phone as a remote temporarily. Submit a ticket if the remote needs to be replaced.

Unplug the Roku device from the HDMI port and power, wait 30 seconds, then reconnect. If it continues getting stuck, the Roku may need a factory reset. Submit a ticket and we will perform the reset and reconfigure the device.

First check that the TV is on the correct input source for whatever device is connected (Roku, laptop, etc.). If using a Roku, make sure it is powered on and the home screen has loaded. If using a laptop, check that the laptop is connected and the display output is enabled. Submit a ticket if the issue cannot be resolved with these steps.

Check the TV volume — it may be muted or set to zero. Press the mute button on the TV remote or increase the volume. Also check the audio settings on the Roku or connected device to make sure the correct audio output is selected. If the TV speakers appear to be non-functional, submit a ticket.

A: Connecting a Roku to the school Wi-Fi requires the network credentials and in some cases special configuration for managed networks. Do not attempt to connect it yourself — submit a ticket and we will handle the network configuration to ensure it connects properly and securely.

Roku app access in the classroom is configured by IT based on school policy. Some streaming apps may be enabled for instructional use. If a specific app or channel is needed for classroom instruction and is not currently available on the Roku, submit a ticket with the name of the app and its instructional purpose.

Do not continue using a device with a cracked screen — broken glass can cause injury. Remove the device from circulation immediately, place it in a safe location separate from the cart, and submit a ticket with the asset tag, a description of the damage, and when/where it was discovered. If the damage was caused by a student, document the student's name for the school's records as well.

Have the student:

1. Close all unnecessary tabs — more than 5-6 open tabs significantly slows Chrome OS

2. Sign out and sign back in

3. Restart the device (Power menu > Restart)

If it is still slow after a restart, submit a ticket with the device number — it may need an OS update or a Powerwash.

This is a critical system error. Remove the device from use immediately and submit a ticket. Do not attempt a recovery yourself. We will perform an OS recovery using a recovery USB drive. This process erases and reinstalls Chrome OS and is the only correct fix for this error.

First confirm they are typing the full school email address and password correctly. If the credentials are correct but the login fails, the account may be locked, suspended, or the password may have expired. Submit a ticket with the student's full name and school email and we will resolve it through Google Admin.

Students should always use the device assigned to their slot number. Using unassigned devices creates accountability gaps when damage is discovered. If a student's assigned device is unavailable or broken, the teacher should note which replacement device was used and submit a ticket to document the swap.

Report it immediately to school administration AND submit a ticket with the device asset tag and the last known location and time it was seen. IT CAD can locate and remotely disable the device through Google Admin Console. Time is critical — report lost or stolen devices the same day.