TECHNICAL SUPPORT | student-orientation

SUPPORT

Need Help?

The following page includes support for common technical issues you may experience. It also provides guidance as to how to resolve issues if you:

Troubleshooting: Common Issues

Clearing Your Cache

There may be times when you experience an error trying to log on to the site to do your lessons. You may also experience trouble logging onto sites that are not related to school at all. You may be able to log in but you may have an error entering into an activity. The first thing that you should try to do is: Clear Your Cache!

Below are instructions on how this is done. Print them out and/or save them on your computer so if you experience an error, you can try this first. If this does not resolve your error, please send a message to the help desk via the message center. If you are not able to access the message center, please send a message to: techsupport@calvertservices.org

For Google Chrome (preferred browser):

1. Select the 3 bars on the right side of address bar

2. Then select MORE TOOLS

3. Then CLEAR BROWSING DATA

4. For “OBLITERATE THE FOLLOWING ITEMS FROM:” choose the past week

5. Check the following: a. DELETE COOKIES AND OTHER SITE AND PLUG-IN DATA b. CACHED IMAGES AND FILES

6. Then select CLEAR BROWSING DATA

7. Close the browser and restart it.

For Firefox:

1. Select the 3 bars on the right side of address bar

2. Select HISTORY

3. Select CLEAR RECENT HISTORY

4. For TIME RANGE TO CLEAR, chose TODAY (if TODAY does not work, choose EVERYTHING)

5. Make sure BROWSING & DOWNLOAD HISTORY, COOKIES and CACHE are checked under DETAILS.

6. Select CLEAR NOW.

7. Close the browser and restart it.

For Internet Explorer:

1. Select spoked wheel on upper right in address bar

2. Select INTERNET OPTIONS

3. On GENERAL tab, under BROWSING HISTORY, Select DELETE

4. Check PRESERVE FAVORITES, TEMPORARY INTERNET FILES, COOKIES AND WEBSITE DATA, and HISTORY

5. Select DELETE

6. Close the browser and restart it.

For Safari:

1. To get started, click "Safari" in the upper left corner and select Preferences.

2. Navigate over to the Privacy category

3. Once you click it, you can hit Remove All Website Data

Edmentum for select courses

If you are enrolled in Physics, US History, or English 3, and select electivesyou will be using Plato/Edmentum for your coursework. Please use the Systems Requirements Checker to ensure that the requirements for the PLATO Learning Environment are met.

World Language Courses: Rosetta Stone

When working in Tell Me More/Rosetta Stone, you want to be sure that your microphone settings are set correctly. Once you log in, you will see a "Settings" tab. Microphone Settings is an option. See the image below.

If you tried the previous step and you are still not able to get the microphone work, you may also need to adjust the settings on your browser. See the instructions in the document below to walk you through how to set-up your microphone.

Click to Learn How to Set Up Your Microphone

SAS Curriculum Pathways

If you are working in any class and are directed to work in SAS Curriculum Pathways (www.sascurriculumpathways.com) you will use the user name "heard97sent" and will not need a password.

Frequently Asked Questions

Technical

Q: In some of my classes, there are ads or pop-ups displayed. Can this be removed from the content?

A: There are no ads in the Calvert Learning Management System. The ads may be due to a third-party search toolbar. Additionally, certain types of spyware and tracking software have advertisements. Try to run a virus scanner and/or turn off all third-party toolbars.

Q: I just submitted a completed activity, and my instructor contacted me stating that the activity was submitted without answers. How do I fix it?

A: Make sure you are using Google Chrome and do not have multiple tabs of the platform open in the same browser. If you need multiple tabs, use a different browser to view (e.g., Firefox, IE), but submit all work using Google Chrome.

Q: What should I do if I have to submit an assignment in Word format and I do not have Microsoft Office installed on my system?

A: You can install OpenOffice, which is a free software that will create documents in MS Word, Excel, or PowerPoint.

Q: What does it mean if I am missing a Start Button on some activities for my class?

A: Your teacher has placed prerequisites on these activities. Contact your teacher through email for more information on the prerequisites.

Administration

Q: Whom do I contact if I am supposed to be enrolled in a class but it is not displayed on my dashboard?

A: If you have recently purchased courses contact Helen Schatz, Admissions & Quality Coordinator, at calverthighschool@calvertservices.org. If you have completed semester 1 and have not had semester 2 added, contact the High School Academic Program Coordinator Kristene Baldwin

Q: How do I get an official transcript or unofficial progress report?

A: If you are enrolled in the Calvert Academy or ATS, contact your High School Academic Program Coordinator or click here to fill out the form on our website. Calvert Classic users are not eligible to receive a transcript or progress report.

Q: How can I get an extension for my class to complete my work?

A: All class extensions are managed by your High School Academic Program Coordinator. You should contact them to request an extension.

Calvert Plus and Calvert Academy Issues

Q: What can I do if I have a number of activities that have not been graded by my teacher?

A: You should contact your teacher and the High School Academic Program Coordinator.

Q: What should I do if I am working on an activity and do not understand the material?

A: Direct these types of inquiries to your teacher though email or set-up an appointment through their set more calendar.

Q: Can I retake an activity to try for a better grade?

A: Your teacher is responsible for resetting class activities. Send this request to your teacher through email. Some activities cannot be re-submitted.

HIGH SCHOOL CLICK HERE

MIDDLE SCHOOL CLICK HERE