Technology Frequently Asked Questions (FAQs)

Technology Frequently Asked Questions (FAQs)

Last updated June 15, 2020

Can I still get a device or hotspot?

Unfortunately, no. SFUSD Department of Technology is no longer distributing new devices to SFUSD students for the 2019-2020 school year. We have shifted our focus to supporting summer school/ESY technology needs and preparing for the 2020-2021 school year.

I have questions about how to use my SFUSD Chromebook...

How do I connect my Chromebook to my WiFi?

How do I log into my Chromebook?

  • First make sure you are connected to the internet. Once you are connected to the internet you will be able to login using your student SFUSD email address. Chromebooks must be logged into with the student SFUSD email account. Students must type in their full email address, including @s.sfusd.edu 

  • Students also need their SFUSD password to log in to a Chromebook.  For information on how to get your child's password, see "I have questions about my student's Google account," above.

How do I use my Chromebook?

To learn how to use your Chromebook with the digital learning platforms approved by the district, visit: sfusd.edu/familytechnology 

What are the accessibility features of a Chromebook, and how can I child access them?

Chromebooks have several accessibility features, such as…

  • Voice typing
  • Screen readers
  • Screen magnification
  • High-contrast
  • Enlarged cursor
  • ...and much more

Check out this video on Chromebook accessibility features, which has Closed Captions available

How do I connect my Chromebook to a monitor?

 

My child’s Chromebook is not working. What do I do?

Contact the Family Resource Link at (415) 340-1716 or familylink@sfusd.edu

We are currently servicing district-issued devices for students participating in summer school/ESY only. For students participating in summer school/ESY who have a lost, stolen, damaged  or non-working device, their families can submit a ticket through the Family Resource Link or call 415-340-1716. Once the ticket is received, a Department of Technology team member will assist with scheduling an appointment and next steps. Families must bring their damaged/non-working device to the appointment for exchange.

SFUSD cannot accept walk-ins for technology support or device replacement as our buildings are currently closed to the public.  

Please note:

  • A replacement device is only available for district-issued Chromebooks/hotspots
  • Only 1 replacement device will be made available to a student. If it is determined that more than 1 replacement device is needed, fees may be applied before the student can receive a 3rd device
  • Only a district-issued Chromebook will be provided as a replacement device
  • Once the device is reported to the district as broken/not working, it will be deactivated so the device will no longer be usable.
  • The broken/not working device will need to be mailed back to:

SFUSD Department of Technology

555 Franklin Street

San Francisco, CA 94108

For students not participating in summer school/ESY, who have a lost, stolen, damaged  or non-working, district-issued device, we encourage their families to check this webpage later in the summer for updated information.

How will I return my Chromebook or hotspot?

  • Families, except for those families leaving the district and graduating seniors, should plan to hold on to school and district-issued technology over the summer. Please remember that the technology is district property and on loan to your student. Please plan to bring the technology back to school with you when your school reopens. If you are changing to another SFUSD school, and you have a device that was issued by your old school, you will need to return it to your old school. But if the device was issued by the district, you may return it at your new school.
  • For students leaving the district, i.e. recent graduates, those attending a charter/private school or moving away, etc., the District will host collection days at hub locations, i.e. designated locations, where families can drop off technology, textbooks, and musical instruments. These dates/times/locations have not been determined yet. Information will be posted here and elsewhere on the SFUSD website: sfusd.edu. 
  • For graduating seniors, high schools will communicate the day and time for graduating seniors to return chromebooks and textbooks.

I have questions about Synergy (ParentVUE, StudentVUE)...

How do I get my child's StudentVue username/password?

  • You are able to see your student’s SFUSD username and default password in ParentVUE
  • Click on “Student Info/Accept Offer” tab and it will be under “StudentVUE and Gmail Login Info” section.
  • Note: we cannot give passwords out via phone or email because we cannot verify the identity of the requester.
  • For instructions and a how-to video on viewing your child’s StudentVue/SFUSD Google username and default password, including email, visit the SFUSD website at: sfusd.edu/parentvue.

I didn't get my ParentVue Activation Key letter; how do I get one?

Can I update my contact information using ParentVUE?

  • Yes! You can update your email address and phone number using the ParentVUE app or website. This webpage will show you how to update your contact information.
  • Note: To update your address, you need to contact the Educational Placement Center (EPC). During the shelter-in-place, the EPC office is closed for safety reasons, but you can leave a message at 415-241-6085, and your call will be returned within 5 business days, due to high calling volume. Or email them at enrollinschool@sfusd.edu.

How can I learn more information about ParentVUE (also called the Family Portal)?

I have questions about my student's Google account...

What is my student’s email? 

  • If families don’t have their child’s SFUSD Google login, they are now able to find their username and password through ParentVUE: portal.sfusd.edu under the “Student Info” tab. If you need help accessing your ParentVUE account, please submit a request via bit.ly/familyportalhelp.
  • Email address convention: First two initials, last name, @s.sfusd.edul. E.g.: Sam Student’s address would be sastudent@s.sfusd.edu 
  • For instructions and a how-to video on viewing your child’s StudentVue/SFUSD Google username and default password, including email, visit the SFUSD website at: sfusd.edu/parentvue.

What is my student’s email password? 

  • You can see your student’s password by logging into ParentVue (portal.sfusd.edu) and looking under the “Student Info” tab.
  • Or reach out to your child's teacher or school office staff. The Department of Technology cannot give passwords out via phone or email because we cannot verify the identity of the requester.
  • For instructions and a how-to video on viewing your child’s StudentVue/SFUSD Google username and default password, including email, visit the SFUSD website at: sfusd.edu/parentvue.

 

I have questions or issues about WiFi or hotspots...

How do I get access to the shared key to home wifi?

  • Get it from the person in your household that set up your home wifi.
  • Contact your Internet service provider. 
  • Many home wifi routers have it written on the router.

I received a call that a hotspot would be mailed/delivered to my home but I didn’t receive it. What should I do?

I received my Hotspot, how does it work?

Is there a cap on the hotspot data?

  • There is no cap on data. Data is unlimited. 

A message appeared on the hotspot that the “cycle is ending in X days. What does this mean?

  • Families can disregard this message. It is related to the billing cycle that SFUSD is responsible for. The family will not lose internet service on the hotspot.
  • Hotspots will remain active through the month of August. We are looking into extending the service, if needed.

 

I have questions or issues about Zoom...

How can I get Zoom to work? 

  • Students can sign into Zoom through the web app using their SFUSD email and password. They should log in via the “Sign in with Google” option. If they are using a district-issued Chromebook, they must sign in through the regular Chromebook sign in and the app will automatically load for them. Find directions at Zoom for Students: Activating Your Managed SFUSD Account.

I am concerned about Zoombombing. What safeguards are there?

  • You may have seen stories about Zoombombing, where an unauthorized person breaks into a Zoom meeting and behaves badly. SFUSD manages its Zoom accounts centrally and has installed important safeguards to prevent this. First, SFUSD staff must fill out a Help request to even be authorized to allow non-SFUSD-users into their Zoom meetings. Second, SFUSD Zoom meetings are set up to have a waiting room. The meeting host (teacher) must specifically choose to allow people into the meeting, or those people will simply be waiting with a blank screen, unable to interact with others in the waiting room or the meeting itself.