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The Information Technology Department (IT) has a Help Desk set up to take calls and emails for technology questions. If you are having an issue logging into Aeries or have a technology issue with a Chromebook, for example, please reach out to the Help Desk.

The phone number is:
805.306.4500 Extension 4811

The email address is:
helpdesk@simivalleyusd.org

WiFi HotSpots Available for Families Without Internet Access at Home

Please note the as of August 19, we are currently out of HotSpot units, but we do have more on order. We should have them in and ready for distribution in a week or two. If you are in need of a HotSpot please use the form below to submit your request. We will notify you as soon as they are available. 

With the 2020-2021 starting all online (Virtual Learning) we know that there are students in our district who do not have Internet access at home. Every student in the SVUSD will be loaned a Chromebook by the first day of school on August 17, and it is vitally important that all of our students are able to access their classes online.

If you are a family without Internet access at home, please click on the link below and complete the form. We will contact you directly to make arrangements to provide you with a WiFi hotspot, which is a small device that will provide your child with access to the Internet through their Chromebook. Thank you.

TECHNOLOGY HELP

Virtual Learning

Parent/Student Help Desk

We know that there are many small and large issues happening with the technology aspect of Virtual Instruction. We extended the range of help available to our families to specifically help families and students with their virtual instruction needs beyond the technical issues. Please read the following carefully.

Call the Help Desk (805) 306-4500, Extension 4811

Beginning Monday, when you call the IT Help Desk, you will have the option to ask for “Parent Support for Virtual Learning,” (press 1) or “Parent and Student Technical Support” (press 2). This service will be available from Monday to Friday from 8 a.m. to 3 p.m.

When you choose “Parent Support for Virtual Learning,” you will be connected with one our Teachers on Special Assignment (TOSAs). Our TOSAs train other teachers in how to use our technology tools in the classroom. They will be able to assist you with most questions concerning Google Classroom and other Google applications, Zoom, how to turn in assignments, resetting your District passwords and more.  

When you choose “Parent and Student Technical Support,” you will be connected to a technician in the IT Department who can help you with problems concerning the Chromebooks, Internet HotSpots and other devices that may not be working correctly. 

Email Our TOSAs

Our third option for help is to contact our TOSAs through our new email account, ParentSupport@simivalleyusd.org. Send us your concerns and we will route them to the appropriate person for an answer. If you are emailing us, it will help to know your child’s full name and identification number along with the issues. You can even send screenshots. Most questions will be answered Monday to Friday from 8 a.m. to 3 p.m.

Troubleshooting Technology Issues

 

My District Chromebook is not connecting to my WiFi.

If you are receiving an error message that says "Add connection is disabled by administrator," or "Network is disabled by administrator," you will need to reset the function through the SVUSD WiFi system. To do this, you will need to go to your nearest available SVUSD campus (this does not need to be your home school) and log in to the SVUSD WiFi from the parking lot. (The signals will be strong enough to access from the parking lots.)  Wait five minutes while still logged in, and then return home.

If this does not fix the problem, please send an email to HelpDesk@simivalleyusd.org and provide them with the "asset tag number" from your Chromebook. The asset tag number can be found on the back of the Chromebook. A member of our IT Department will get back to you as soon as possible. In some cases, you may need to exchange your Chromebook at your school. 

I have not received my Internet HotSpot yet.

If you have signed up for a HotSpot (a small device that will provide Internet access for your child's Chromebook), you will get an email and phone call when the HotSpot is ready to be picked up. All HotSpots will be picked up from your school site. All HotSpots will be ready for pick up the week of August 17, but possibly not on the first or second day of school.

Please note that if your child has a smartphone, they can access their class through data on their phones. It's not ideal, but it's an option until the HotSpot is available. 

We have a limited amount of HotSpots available. If you are in need of Internet access for your child's classes, please complete the form linked to the left to request a HotSpot. These are specifically for families without Internet access at home. 

My microphone is not working.

Some of the Chromebooks are having issues with their microphones. This requires a quick fix that our IT staff must do. On Thursday, August 20, and Friday, August 21, our IT team will be at Royal High School, 1402 Royal Avenue, from 8 a.m. to 3 p.m. to service the Chromebooks which are having audio issues. The drive-up service will take about five minutes for each unit, plus whatever time is needed for the wait. You do not need an appointment for this service. 

There is an alternative that can be used until your Chromebook can be adjusted. If you have a headset or headphones that allows you to speak and that can plug into the Chromebook jack, that should work. 

Zoom is asking me to download an app.

Zoom is the online platform that allows real-time meetings to happen. Each class's teacher will create a "class" in Zoom, and will then send a link through email to that Zoom class. (The emails can be sent to either the parent's email or the student's district email, depending on the teacher and the student's age. Please make sure your student checks his/her district email account every day.) The link will not be "live" until the class time. If you try the link before that time, Zoom may ask you to download the app. YOU DO NOT NEED TO DOWNLOAD THE ZOOM APP INTO A DISTRICT CHROMEBOOK! These Chromebooks already have the Zoom software on them. You may choose to download the app if you are using your own device, but it's not necessary for accessing the class. 

Please note that most teachers will use Zoom to conduct their instructional time with students. Some may choose to use Google Classroom, which will allow for real-time meetings, but has limited functions. All of our teachers are using Google Classroom as a hub for class information and assignments. Each teacher will advise students and families of how that particular classroom will function. 

I am getting an error message when I log into Zoom that says. “The meeting is for internal only. Please sign in with you company account to join.”

This issue can be fixed by using the following steps.

  1. Go to Zoom.Us.
  2. On the home page, click "Sign In" on the top right corner.
  3. When the sign in page comes up, go to the bottom middle of the page and click "Sign in with Google."
  4. Then enter your student's district email address and the password for the account, and click "Sign In."
  5. Close out the Zoom screen (don't log out) and then go back to the link the teacher provided. It should now work. 

I cannot connect to my home's WiFi.

This is almost always an issue with your WiFi system and we are limited in how we can help. If you are missing your WiFi password, it is often printed on a label found on your router. If the password was changed and you do not have access to the current one, you may need to contact your Internet provider (Spectrum, Frontier or AT&T for instance) and ask them to reset your router to the default password. Again, this is not an issue that we have control over as it has to do with your home's equipment.

I need to log in to my student's District Chromebook.

  1. Open the Chromebook. When the lid is open, it will turn on automatically. (Please make sure it is charged.)
  2. Connect to your home's WiFi be selecting the name of your WiFi (SSID) from the list in the center of the screen. A "Join WiFi Network" screen will come up where you enter your WiFi's password and then click "Connect."
  3. Type your "Student Account Information" before the "@org" and then click "Next." Your student account information will be your student's first initial on his/her first name, followed by a period (.), followed by the student's last name, followed by their 6-digit Student ID number. (Example: J.Doe123456) Please note: If you are not using a District Chromebook, you will need to type the full student account, including the @simivalleyusd.org. (Example: J.Doe123456@simivalleyusd.org.)
  4. Enter your student's current password and then click "Next." If you student is new to the district, their password is Welcome1. (For new students, if you still cannot access the account using Welcome1, please email your teacher ASAP.)

My student forgot his/her password.

For returning students only: If you have forgotten your password and it needs to be reset, please contact your teacher or school to have the password reset. To find your teacher's email address, please log in to the Aeries Student Portal at simivalleyusd.aeries.net/student and look under the "Classes" page, or use your school's website to find the staff or teacher page, which should have the teachers' emails linked or listed. 

My student is new to SVUSD and needs to update the password.

Please log into ARMS at arms.simivalleyusd.org to update their password. Once the student's password is reset, please log back into ARMS and answer the 5 security questions. This will keep their account secure and provide the ability to reset their own passwords in the future. 

The ARMS username is the student account information. Your student account information will be your student's first initial on his/her first name, followed by a period (.), followed by the student's last name, followed by their 6-digit Student ID number. (Example: J.Doe123456) The temporary password is Welcome1.

After the student changes his/her password, they will need to sign out of the Chromebook immediately. Click "Sign Out" in the lower right corner of the screen. Now log back into the Chromebook using the new password. 

If further help is needed please contact the IT Department's Help Desk. The information is found to the left on this page. Thank you.