Frequently Asked Questions (FAQ)

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Password Reset / Unlock Account

Reasons for Accounts Frequently Locking

When an account frequently locks, it is usually because of an old stored password on some device the user previously logged into. The user will need to logoff every application they are logged in on, (email, Outlook, Google, Clever, WebEx and Citrix) on every device (personal and NBOE smartphone, tablet, laptop, Chromebook). Once logged out the user should log back on using their current NBOE password. If the above steps are not done on all devices and applications, the account will continue to lock. For further assistance, please contact the IT Help Desk.

Password Reset Portal

The Password Reset Portal is designed to enable you to Reset Your Password or Unlock Your Account. Click here for more information.

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Connectivity Issues

Desktop

Please restart the desktop computer and perform the following steps.
• Confirm that the network cable that connects to the back of the desktop computer and the drop is securely connected. If not, connect the network cable and restart the desktop computer.
• Confirm that at the back of the desktop computer where the network cable is connected, there is a flashing green or amber light.
If after performing the above steps the desktop computer will still not connect to the network, please contact the IT Help Desk for assistance.

Laptop

Please restart the laptop two times and perform the following steps.
• Confirm that the WiFi symbol above the keyboard is either white or blue and not amber. If it is amber, press on the WiFi symbol membrane to turn it on.
• Confirm that the laptop is connected to the NPS-ADMIN wireless network, and not NPS-BYOD or NPS-GUEST or other wireless networks.
• Confirm that the laptop is not in Airplane Mode.
If after performing the above steps the laptop computer will still not connect to the network, please contact the IT Help Desk for assistance.

Chromebook

• Check to see if there is an account already logged onto the Chromebook and if so, log it off.
• Afterwards restart the Chromebook, log in and try to connect again.
If after performing the above steps the laptop computer will still not connect to the network, please contact the IT Help Desk for assistance.

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Printer Issues

User Unable to Print

• Check to see that the printer is powered on and that there are no error messages on the display or amber colored lights.
• Check to see if there is paper in the tray and that all doors are closed on the printer.
• Confirm that you are selecting the correct printer on the Print Screen.
• Is anyone else able to print to this printer?
If after performing the above steps you are still unable to print, please contact the IT Help Desk for assistance.

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Chromebooks

Procedures to Report Damaged Chromebooks

Damaged Chromebooks should be reported to the IT Help Desk so that the warranty can be checked and a determination made if they can be repaired. Please contact the IT Help Desk with respect to the fees that will be charged for all damaged/stolen Chromebooks that are being used by students for remote learning. Schools are responsible for the dissemination of the initial Chromebooks, assessment of the damages, the reissuing of the replacement Chromebooks and collection of the applicable fees.

Please provide the following information when reporting damaged Chromebooks
• Serial #
• B#
• Issue (details as to what is damaged)

* Please Note: If there are any missing keys on the keyboard the device will not be repaired.

Fees for Damaged/Stolen Chromebooks

Please contact the IT Help Desk with respect to the fees that will be charged for all damaged/stolen Chromebooks that are being used by students for remote learning. Schools are responsible for the dissemination of the initial Chromebooks, assessment of the damages, the reissuing of the replacement Chromebooks and collection of the applicable fees.

Expired Chromebooks

Chromebooks over 5 years old have expired warranties. They should no longer be used as they will be missing critical updates. To dispose of them please contact Fixed Assets.

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Email

Suspicious Emails

If you have any issues or concerns about a suspicious email, please forward the email to our CyberSecurity group at CyberSecurity@nullNPS.K12.NJ.US

Outlook Web Access

You can access your email via the web at https://npsmail.nps.k12.nj.us/owa
or by going to https://www.nps.k12.nj.us/ and clicking on the Envelope icon

Google Account

NBOE does not use Gmail, however, you do have a Google account.
Open Google Chrome and log in to your account here – https://drive.google.com/a/nps.k12.nj.us/
or by going to https://www.nps.k12.nj.us/ and clicking on the Google Drive Login icon

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Internet

Requesting Internet Access

Requests for staff to obtain internet access should be made by the staff member’s Director or Principal. An email should be sent to the IT Help Desk with the justification for the access.

Unable to Access Previously Accessible Site

Delete Cached Browser Information
• On your computer, open Chrome.
• At the top right, click More.
• Click More tools. Clear browsing data.
• At the top, choose a time range. To delete everything, select All time.
• Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
• Click Clear data.
• Once completed, close the browser, reopen the browser and try going to the website again.
If after performing the above steps the laptop computer will still not connect to the network, please contact the IT Help Desk for assistance.

Unblocking Websites

Before a website can be unblocked, it will need to be reviewed by the CyberSecurity group.

Please download and fill out the URL Unblock Request Form and email it to the IT Help Desk for processing.
The URL Unblock Request Form can be downloaded here.

For further assistance, please contact the IT Help Desk.

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Kronos

Kronos Mobile App

The Kronos Mobile App is available to all full time staff assigned to a location. The app will enable you to record your hours without coming into contact with a Kronos machine. Please contact the IT Help Desk for instructions on how to download and configure the app.

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Software

Purchase of District Approved Software

Please contact the IT Help Desk to request a quote for the software.

Purchase of New Software

Send your request to the Information Technology Review Committee at ITReview@nullNPS.K12.NJ.US

Your request will need to include the following:

  • What does this software do?
  • How many units will need to be installed?
  • Who is paying for the software?
  • Who approved the purchase of the software?
  • How will users access the software?
  • Will the user access the software via a Hotspot?

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Personal Devices

Staff Wireless Access

Staff using personal devices (laptops, tablets or cell phones) may get limited access to the wireless network by connecting to NPS-BYOD. When prompted, staff should enter their NBOE login and password. Please be advised that many devices will save the NBOE login and password associated with the wireless network for future use. When users change their passwords, they must update the stored passwords on each device, otherwise their accounts will lock. This occurs because the device will attempt to connect to the NPS-BYOD wireless network using the old stored password.

* Please Note: The IT Help Desk does not provide support for personal devices.

Guest Wireless Access

Non-district users may get limited access to the wireless network by connecting to NPS-GUEST. At the Wireless Guest Portal, when prompted for a user ID, non-district users should enter nboeguest.

  • District staff should email the IT Help Desk to receive the nboeguest password
  • The nboeguest password changes every day
  • After 10 hours of use, non-district users will be prompted to re-enter the login and password

* Please Note: Guest Wireless Access has been strictly provisioned for non-district users who visit our schools. IT IS NOT TO BE USED BY STUDENTS OR ADMINISTRATIVE USERS ON THEIR PERSONAL DEVICES. Only provide the user id and password to non-district users. Teachers and administrators can use their personal devices on the network using the NPS-BYOD wireless network. Please see the Staff Wireless Access section above.

For further assistance, please contact the IT Help Desk.

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