tech support
General
Contact Hope Technical Support using one of these methods, in order of preference:
- TICKET – Go to http://help.hopeschool.org and open a support ticket
- EMAIL – Send Email to [email protected]
- PHONE – Call our help line at 612-540-2020
Please Note:
- You may need to bring your device to school and have it looked at directly.
- Check email regularly for updates – the ticket system sends updates to the person logging the error. In addition, Mr. Pautsch sends specific email updates/requests.
- Tech support has office hours from 9 – 10 am on Tue, Wed, Thu in the building.
When contacting support supply the following information. The clearer the information the easier it will be to solve the problem.
- Your contact info – name and email and/or phone number where you can be reached
- Student’s name
- Student’s ID (in the form [email protected])
- Type of device being used (Windows Laptop/Desktop, Apple Laptop/Desktop, Apple iPad, Android device)
- Device ownership: Hope owned or a personal device
- If the device is Hope owned the ID number found on label on the device (in format – HACHRxxx, HAIPDxxx, HASTUxxx, HAWKSxxx)
- Date/Time when the problem occurred
- Description of the problem – for example
- Login problem
- Wifi problem
- Can’t get to program
- Can’t open file
- Etc.
- Reboot the student device daily – clears up a lot of basic problems
- Check the internet strength/speed – a bad or slow internet connection can produce all sorts of strange results
- How many bars are showing on their device?
- Where is the student working relative to where their WiFi access point is? The farther away the slower the speed.
- Run speedtest.net and note their upload/download speeds and ping speed – they can use this to also figure out if locating in one part of the house vs. another makes a difference in the network speed.
- What Operating System type and version is being used? Older versions tend to have more stability problems.
- Run the operating system “update process” – Missing patches and updates can be at the root of some problems.
Click here to read the handbook in regards to borrowed Hope Academy devices.
Here are some temporary deals and low-income deals companies offer:
USI
USI opened their Wi-Fi network in Minneapolis for those that may need temporary internet
access.
- Look for the “City of Minneapolis Public Wi-Fi” or “USI Wireless” networks on your
mobile device and you will be connected. The process is similar to using Wi-Fi at a
coffee shop or the airport. - No password or credit card is required to sign in.
- Contact USI Internet support for more information or to get help over the phone.
Note: You need to be within 50 feet of the hotspots. Signal strength varies indoors. Please
contact USI Internet support if you are experiencing problems.
Comcast
Comcast opened their Xfinity WiFi network and is offering unlimited data for free.
- For a map of Xfinity WiFi hotspots, visit www.xfinity.com/wifi. Once at a hotspot, select
the “xfinitywifi” network name open your Internet browser. - Internet Essentials is free to new customers.
- Refer to Comcast’s COVID-19 resources for additional details and how to get help.
Additional Resources
- See the Get Connected guide for additional low cost internet and computers resources in
Minneapolis. - See our list of telecommunications and Internet providers in Minneapolis if you would like to
research other options. - View a list of the impact to City of Minneapolis services and how they are responding to
COVID-19
borrowed devices
Hope Academy has issued iPads, Chromebooks and laptops to several hundred students. These devices are owned by Hope Academy and made available to students in order to continue their education process at Hope Academy. Some quick expectations regarding these devices:
- Devices will be primarily used at the students place of residence.
- The device will be kept clean and in good repair. Existing labels will be left in place and the device will not be altered with markers, stickers, scratches, engravings, etc.
- The machine will not be tampered with and the device’s operating system will not be modified in any way.
- Hope Academy is providing warranty coverage only. Students/Families will be responsible for repair and/or replacement costs related to damage done to the device issued to the student. Hope Academy reserves the right to charge the user the full cost for repair or replacement when damage or loss occurs due to gross negligence as determined by school administrators
- The Hope Academy equipment will be returned when requested.
- If problems occur with the device, please contact Hope Tech Support by creating a support ticket at http://help.hopeschool.org or emailing [email protected]
Click here to read the handbook in regards to borrowed Hope Academy devices.
Whenever students encounter issues with their Hope Academy issued device, or there is any damage to their device, they are required to report the issue/damage to their teacher, principal or Technology Department. The student may also be asked to turn in their device and be assigned a loaner device.
The Technology Department will examine the device and then send it in for repair, at which point the technology repair shop will evaluate and repair the device. The technology repair shop will also indicate to the best of their ability how the damage occurred. If damage appears to be due to negligence, the Technology Department will inform the school administration. After the school administration has completed their investigation, appropriate costs may be incurred by the student based on the results.
Hope Academy Device Warranty Coverage:
All Hope Academy technology is purchased with a warranty to cover manufacture related issues. These repairs typically are the failure of internal and external parts due to normal usage. Whenever there is a repair covered under warranty there is no charge to the student/guardian.
Hope Academy Device Non-Warranty Coverage:
Any repairs that are not covered by warranty fall into one of five categories. These categories are listed
below and include a short description:
- Accidental: Is an unfortunate happening that occurs unintentionally and results in damage or loss.
- Negligence: A state of being careless, the lack of ordinary care of property.
- Gross Negligence: To consciously or voluntary disregard the need to use reasonable care
- Lost: To lose a device due to negligence or gross negligence without filing a police report
- Stolen When a device is stolen not due to negligence and a police report has been filed
For each of these 5 categories, fines can range from nothing to the full cost to replace/repair the device.
- Accidental
When it has been determined the damage is accidental, there is no charge for staff or student to get the device repaired. - Negligence
After an investigation is completed by the school administration and/or Technology Department, if the damage to the device is deemed negligence, the student/guardian will pay for the cost of repair. - Gross Negligence
When damage has been deemed gross negligence, student/guardian will be responsible for the current value to replace the student’s device or the full cost of repairs. - Lost Devices
If a device is lost, the student/parent must report it to the school immediately. The student/guardian will be billed at the current value of the lost device. Hope Academy will provide a replacement device to the student. - Stolen Device
The student and/or parent must file a police report and a copy must be provided to the school by the student/parent in a timely manner (within three school days). If there is not clear evidence of theft or the equipment was lost due to student negligence, the student/parent will be responsible for the current value of the device. If the device was deemed to be stolen, but the student was not negligent, Hope Academy will cover the cost of the replacement. A student making a false report will be subject to disciplinary action.
Technology Accessories
All accessories that are issued to students are the responsibility of the student to maintain and return at
the end of the school year. If a technology accessory is lost, stolen or damaged, it is the student’s
responsibility to cover the cost to replace.
securly
Securly is the leading student safety company serving 10,000+ schools and protecting more than 10 million students.
Our school uses Securly to set internet filtering rules for school devices, but more importantly, we receive alerts for alarming online activities that point to self-harm and bullying. As a parent, you can use Securly to stay on top of your child’s online activity in real time from anywhere, with the Securly Home App. You can use this online activity feed to open a dialogue with your child about their digital lives. Securly will also send you weekly email reports with a snapshot of your child’s internet activity.
- Download the app from your app store. Tap the Login button and choose the “Get instant access” option after entering the email registered with your school.
- Check your email for an email titled “Your Securly login link”. Click on it to open the app.
- You’re now logged in and ready to go!
The SecurlyHome mobile app offers parents the most comprehensive feature set.
- View your child’s online activity feed in real-time.
- Tap the Pause button to turn on/off internet access to your child’s school device.
- Receive push notifications for flagged activities.
The weekly email report gives a snapshot of your child’s activity for the previous week.
The website provides basic features such as the Activity Feed.
Securly scans posts (not comments or images) for any indications of bullying or self-harm/suicide on Facebook and Twitter.
Flagged sites: If a student accesses a site related to self-harm, Securly flags it.
Flagged searches: If a student’s search terms on Google, Bing, Yahoo, or Wikipedia are indicative of self-harm/violence, Securly flags it.
The child’s email address is listed beside each item in the Activity Feed and is in chronological order. To view each child’s activity, click on the drop-down menu that says, “All Activities” and select the child you want to view. Or, just type their email address in the search bar at the top and hit enter.
- Don’t worry, it can take 24-48 hours for everything to load from a school district.
- Be sure to check your Spam/Junk folder for an email from Securly.
- Contact Securly at [email protected] They are happy to help!
Securly monitors your child’s online activity while at school, and off-campus if they are using a school-issued device filtered by Securly. Securly collects school-issued email addresses, public IP addresses (available to anyone online), visited websites, searched terms, YouTube videos, and social media posts.
The school’s network administrator has access to all records and school staff can be delegated account access to pull records, if necessary.
PowerSchool
We are excited to announce our new student information system PowerSchool to you! This has replaced iNow and provides easy, instant access to real-time attendance, assignments, scores, grades, and more.
1. Open your email inbox.
2. Find the email from [email protected] titled “IMPORTANT: PowerSchool Account Info“.
3. In this email you will find your PowerSchool Username and PowerSchool Email. Copy them!
4. Go to https://hopeschool.powerschool.com.
5. Click “Forgot Username or Password?”
6. Paste (or type) the Access Account Username from above in the “Parent Username” field.
7. Paste (or type) the Access Account Email in the “Parent Email Address” field.
8. After clicking on “Enter”, find the Reset password email sent from PowerSchool and follow the instructions. (Subject: PowerSchool Password Reset Request). It can take a few minutes for the email to arrive. If you don’t see the email after 10 minutes check your junk folder.
9. Write down both your username and password.
10. You’re done!
Additional details and information can be found at https://hopeschool.org/powerschool/.
Questions? Email [email protected] or go to hopeschool.org/powerschool.
microsoft teams
Microsoft Teams is a digital hub that is used for collaboration, communication, classroom engagement, assignments and more. Each 3rd-12th grade Hope Academy student is a member of one of more classroom teams.
No. Each Hope Academy students is provided with a Microsoft 365 Account. Teams is included along with many other Microsoft applications, including Word, PowerPoint, and Excel.
Teams is an Application within the Microsoft 365 Suite. Each student simply needs to sign in to the Microsoft account.
Portal.office.com is the link to Microsoft. Each student has their own Microsoft credentials which allow access to MS Office 365. The good news is, those credentials include the first four letters of their first name, their student ID and their password. Yes, identical to what they use on campus.
It could be that things simply appear and/or are worded differently depending on browser, application, or operating system. This can be confusing, especially for younger students. Example “user name” may change to “email address” and the box to fill in may “look” different. Just remind them that they first put in their Hope Academy user name (It is the same as their email address). Example – [email protected], followed by their password.
seesaw
Seesaw is a platform for student engagement. Teachers can empower students to create, reflect, share, and collaborate. Students “show what they know” using photos, videos, drawings, text, PDFs, and links. It’s simple to get student work in one place and share with families, and nothing is shared without teacher approval.
No. Hope Academy has a school wide account for all K-2 students.
If you have a Hope computer: Open Seesaw. Type in the class code provided by your teacher.
If you are using your own device: Please download “Seesaw class” from the app store and type in the class code provided by your teacher.
text & emails
- Text “Yes” to 67587 so that you are opted in.
- Email [email protected] to let us know your number needs to be added.
Yes! Email [email protected] to let us know you’d like to receive text/emails in Spanish.
