Rockvale Middle School

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Students » Student Computer and Program Troubleshooting and Fixes

Student Computer and Program Troubleshooting and Fixes

If the tips below do not work, please email our school technician at with a description of your problem. 

Office 365 (Microsoft Word, PowerPoint, Excel, OneNote, etc)


Troubleshooting Issues when you are learning from home


Please try the steps below if you are having issues with the school-issued laptop. If you have issues after trying the following, please email our technician at


It is important that students leave their devices powered on when not in use, such as overnight, as the device will receive important updates. That being said, it is also important to reboot your device daily. You can either reboot in the morning, right when you wake up, or before you close your laptop for the night. Just remember to keep it powered on before you close the lid.


Here are some tips to try when you cannot connect to zoom, clever, or other school sites.


First, if you have any issues, try rebooting your device by clicking on the windows icon (windowsicon ) in the bottom left corner of your screen. Click the power icon ( powericon  ) and choose Restart. If you still cannot connect or access certain sites, try the steps below. 



If you are having Chrome/Zoom/Clever problems, try these steps below:


In Chrome

  1.       On your computer, open Chrome.
  2.       At the top right, click the 3 vertical dots   chromesettings
  3.       Click More tools. Clear browsing data.
  4.       At the top, choose a time range. To delete everything, select "All time".
  5.       Next to "Cookies and other site data" and "Cached images and files," check the boxes.
  6.       Click Clear



If you are still having trouble connecting or accessing sites, try opening a window in Incognito mode by clicking the 3 dot icon in the top right corner of Chrome, then choosing New Incognito Window, or you can use the keyboard shortcut Ctrl+Shift+N. Try accessing sites in this window.


Alternatively, if Chrome still will not allow you to connect to zoom or access sites, Try using Microsoft Edge, which is the blue    edge  or new Chromium Edge icon: chromeedge





If you are having Sound/Microphone problems, try the steps below:


Click the volume icon  in the bottom right corner of your screen, and make sure the volume slider is all the way up. 


In Zoom, click the ^ arrow beside the Mute/Unmute button and choose the Test Speaker and Microphone option and follow the prompts.