Keystone Tech Support

Dear Parents,

As we move forward in distance learning, you will likely experience some bumps in the road with technology. Please know the Keystone Technology Team is here to help. During Keystone’s distance learning mode, the Tech Team is responding to parent support requests Monday through Friday from 8 a.m. to 5 p.m. Occasionally, you may receive responses to your questions outside those hours.

Here are some common questions and suggestions for addressing them:

Q: I can’t connect with Canvas/Seesaw.

A: The issue could range from an outage with one of these educational services to a bad wifi connection in your home. Before contacting Keystone, make sure your home internet connection is working properly. Open up a new window on your machine and try connecting to another site. Some operating systems will flag a malfunctioning internet connection and suggest ways to troubleshoot and repair your issue. Fixing your issue could simply be a matter of restarting your computer or rebooting your modem. Or it could be an issue with your internet service provider, and you have to call that company.

If you’re able to connect to other sites but not Canvas or Seesaw, the issue could be their site. Please contact your child’s teacher to access educational content in a different way. They will have the most direct access to that content and can provide it to you the fastest. (Teacher emails generally use the format: first initial + last name @keystoneschool.org  i.e. jdoe@keystoneschool.org) Please also send us an email to notify us of an issue, so we can contact Canvas or Seesaw.

Q: My child can’t access an assignment.

A: First, check your internet connection. If there are no issues and you’re able to connect to other sites, then please contact your child’s teacher to access the material you need in a different way. Please also send us an email to notify us of an issue, so we can contact Canvas or Seesaw.

Q. I can’t print out an assignment.

A: Try printing out a different document to see if your printer and device are communicating. If you can’t print from another program, try restarting both the computer or device and the printer. If you can print in another program, contact your child’s teacher to turn in the assignment in a different way. If you’re not printing at all, check troubleshooting information for the printer online.

Q: My student forgot their password.

A: All students from grades 5-12 have been enrolled into the password reset system allowing them to reset their password should they forget it. They should go to students.keystoneschool.org and click the Forgot/Reset Password link. Students in grades K-4 should check with their teacher first.

Q. My computer or browser is operating very slowly.

A: First, restart the computer. Actually, you should restart as a first step in just about any technical glitch. We know it sounds like a line from a Saturday Night Live skit about tech support but… it works about 70% of the time.

Q. What speed internet connection should I have?

A: To get the most out of Keystone’s distance learning, it’s very helpful that your internet connection is fast enough. You will want to have a connection that is at a minimum of 20 Mbps for downloads and 5 Mbps for uploads. Check this on each device that will be accessing your online learning content. How can you check your internet speed? Go to www.speedtest.net and follow their directions. It is best to restart your internet router (unplug, wait a few seconds and then plug in again), and any devices you are testing before running the test.

Q: What happens when I contact Keystone Tech Support?

A:  We have set up a support request system for parents during this remote learning time. Please go to the Parent Portal (https://parents.keystoneschool) to the appropriate member of the Technology Team. Here is a direct link to the Support Request Form.

During this time, requests will be prioritized as follows:

• Level 4 (Highest) priority: An issue affecting the entire school or a large number of users.
• Level 3 priority: An issue affecting a small number of users.
• Level 2 priority: Issues facing a single user.
• Level 1 priority: General usage questions or requests.

Although we can solve a lot of issues, sometimes they’re best addressed by your internet provider or the manufacturer or a piece of software. However, we will still try to point you in the right direction any time we can. We are also adding to our list of frequently asked questions and will post it soon on the Parent Portal at https://parents.keystoneschool.org.

Q: Who will be responding to my tech support requests?

A: Below are the members of the Technology Team. They’re very knowledgeable, approachable and friendly. They will reach out to you regarding technical issues.

The Keystone School Technology Team

We look forward to helping your family get the most out of your remote learning experience.

Sincerely,

Todd Moore
Director of Technology Services & Data Security

Wilnelia Antuna-Camacho
Director of Innovation & Learning