Device Support

Common Problems & Solutions

Below you will find common problems and solutions. If you don't find a solution below, please submit a Technology Support Ticket

First Time Logins

  • Check to see if you have an internet connection (either wired or Wi-Fi). You can find this on the lower right-hand corner of your screen. Make sure it says "connected" under the network you are using.

  • Join the local network.  You must have access to a network and know the password to join.  Select the appropriate network and insert the password to join.

  • Select "Other User"

  • Type in your credentials

  • Your username will be the child's first.last name (ex: john.smith)

  • For the first login, your password will be Changeme5 (unless otherwise specified)

Password Change
  • After logging in for the first time you will need to change your password.  Select "OK" when prompted
  • You can now create your own password.  You will need to enter it twice to confirm that you spelled it correctly
  • Your computer may require you to reset your password every couple of months.  This is for security reasons and the setting cannot be turned off
  • Once done, hit the enter key or select the arrow to continue to the next step
  • Select "OK" once the password has been saved
Account Setup
  • Your computer will take about 5 minutes to set up your account for the first time
  • Once it is done you will be sent to your Desktop
  • You are ready to go!

Internet Issues

  • Check for connectivity--try to get on and off your Wi-Fi or connect manually
  • You may need to restart your computer
  • In new locations and/or sporadically it may ask for a proxy login, if this occurs, enter the following (case sensitive):  

     Username: charter

     Password: school 


  • The Lumen network provides filtering on all computers for the safety of students
  • These cannot be removed or altered as they are on the entire Lumen network

Proxy Errors


If you get a proxy error while using your iPad off campus, please enter the user name and password below (case sensitive):

  • User Name: charter
  • Password: school
  • If you continue to get a proxy error on your iPad once you have entered the information above, tap: Not Now
  • If you can't access the internet, please submit a TECH SUPPORT TICKET (Form also available on the PRC and SRC under the "Forms" option)
  • If you get a proxy error while using a Chromebook or Laptop, you may have to enter the username and password multiple times on a Chromebook or PC
  • Make sure you select: Remember The Password
  • If you still can't access the internet, please submit a TECH SUPPORT TICKET

Canvas Dashboard Customization

Please follow the directions here to adjust your Canvas dashboard. 

Need Help?

If you need assistance please contact the Operations Department at (801) 987-9497, Ext 103.