General FAQ's

Login

Unable to login to device, what are our options?

Families/Students - please contact your teacher for support

HDSB Staff - please change your password through the change password link on hdsb.ca (https://hdsb.ca/our-board/Pages/Departments/Staff.aspx) or create a support request through TOPdesk (http://topdesk.myhdsb.ca/).

I think my password may have been compromised. What are my next steps?

Families/Students - please contact your teacher for support

HDSB Staff - please change your password through the change password link on hdsb.ca (https://hdsb.ca/our-board/Pages/Departments/Staff.aspx) or create a support request through TOPdesk (http://topdesk.myhdsb.ca/).

G Suite for Education

How do I access Google Classroom?

HDSB students will get invited to their teachers Google classroom using their HDSB provided account. Only HDSB accounts can access Google Classroom.

Link to Google Classroom Can also be found in the App Launcher of our G Suite applications

Join a class as a student

Troubleshooting for students - Google Classroom

As a Parent/Guardian can I access my child’s Google Classroom?

No, only HDSB accounts can access Google Classroom. If your child's teacher is using Google Classroom and enabled Google Guardian you will receive notices of Missing work, Upcoming work and class activity.

Guardian Summaries are sent once at the end of the week by default. If you use a Google account you can change the settings to daily (You won't receive email summaries on Saturdays or Sundays)

Contact your child’s teacher to see if they have enabled Google Guardian.

Information regarding Guardian Summaries

Guardian Summary FAQ

How do I use Google Meet?

Google Meet is being used through Grades K-12 to help support Remote Learning. Your Teacher will provide additional resources and identify how they will utilize the application during this time.

More about Google Meet

Guide for Families New to Google Meet

Quick Start Guide for Families Familiar with Google Meet


BrightSpace

What is Brightspace and how do I access Brightspace?

Brightspace is a Learning Management System (created by D2L) that HDSB teachers and students use for online teaching and learning. Currently, all secondary HDSB summer school courses are accessible through Brightspace. Since classlists are already populated in Brightspace, you do not require a code to join.

Link to Brightspace Login You can log into the platform using your HDSB email and network password. Only HDSB accounts can access Brightspace.

Logging out of Brightspace

Can I use my Google Drive with Brightspace?

Yes! Your HDSB G Suite account integrates with Brightspace. You must sync it in Brightspace in order to submit work from your Google Drive and view Google docs that your teacher may have uploaded in the course.

Syncing Brightspace to my HDSB Google Drive

Are there supports to help me learn how to use Brightspace?

Absolutely- there are many students who are already using Brightspace in their eLearning courses and here are some of the links that they use.

Learning in Brightspace - Student Orientation

Troubleshooting FAQs for Students

Printers and Printing

How do I add a printer to a chromebook?

If you’re using a much older printer that isn’t internet-capable, or if it is internet-capable but you’re having trouble connecting it manually, don’t fret. You can connect your printer physically to a Chromebook using a USB cable.

  1. Plug the cable into your printer, and then plug the other end into your Chromebook. (You may need an adapter, depending on what kind of cable you have and what kind of ports your Chromebook provides.)

  2. Open your Chromebook’s settings and type “print” into the search box.

  3. Select “Printers,” and then click the blue “Add Printer” button.

  4. Click on your printer’s name, and click the blue “Add” button to finish.

That’s it! Now just hit Ctrl-P from any browser tab or look for the “Print” command in any app, and prepare to print to your heart’s content.

How do I add a printer to a mac?

Add a USB printer

For most USB printers, all you have to do is update your software and then connect the printer to your Mac. macOS automatically detects the printer and downloads any necessary software. For other printers, you may have to complete a few steps to add the printer.

  1. On your Mac, update your software: Choose Apple menu > System Preferences, click Software Update, then install any software updates listed. Even if no updates appear, this ensures that macOS has the latest information about printer software it can download from Apple. If you don’t do this, you may see a message that software isn’t available when you connect your printer.

  2. Prepare your printer: Use the instructions that came with your printer to unpack the printer, install ink or toner, and add paper. Turn on the printer and make sure it’s not displaying any errors.

  3. Connect your printer: Connect the USB cable to your Mac. If you see a message prompting you to download new software, make sure to download and install it.

  4. Important: If your Mac has a single USB-C port, use a multiport adapter. Connect the printer, then connect a USB-C cable to a power supply to prolong the battery life of your Mac.

Add a Wi-Fi or network printer

If your Mac and printer are already connected to the same Wi-Fi network, the printer might be available to you without any setup. To check, choose File > Print, click the Printer pop-up menu, choose Nearby Printers or Printers & Scanners preferences, then choose your printer. If your printer isn’t available, you can add it.

  1. On your Mac, update your software (if you don’t have an AirPrint printer): Choose Apple menu > System Preferences, click Software Update, then install any software updates listed. Even if no updates appear, this ensures that macOS has the latest information about printer software it can download from Apple. If you don’t do this, you may see a message that software isn’t available when you connect your printer.

  2. If you have an AirPrint printer, you don’t need to check for software updates.

  3. Prepare your printer: Use the instructions that came with your printer to unpack the printer, install ink or toner, and add paper. Turn on the printer and make sure it’s not displaying any errors.

  4. Connect your printer: Follow the instructions that came with the printer to connect it to the network.

  5. If you have a Wi-Fi printer, you might need to connect the printer to your Mac with a USB cable to set up Wi-Fi printing. After connecting the printer to your Mac, install the Mac software that came with the printer and use the printer’s setup assistant to connect the printer to your Wi-Fi network. After setting up, you can disconnect the cable from your printer and Mac and the printer should remain connected to the Wi-Fi network. See the Apple Support article Connect an AirPrint printer to a Wi-Fi network.

  6. Add the printer to your list of available printers: Choose Apple menu > System Preferences, then click Printers & Scanners. If you don’t see your printer listed on the left, click the Add button at the bottom of the list. A dialog appears listing printers on your local network. It may take a minute or two for your printer to appear. Select your printer when it appears in the list, then click Add. If you see a message prompting you to download new software, make sure to download and install it.

  7. If your printer still doesn’t appear in the list, try adding the printer by its IP address (see below).

When you add a printer, macOS can usually detect whether the printer has special accessories installed, such as additional paper trays, extra memory, or a duplex unit. If it can’t, a dialog appears that lets you specify them. Make sure the settings in that dialog accurately reflect your printer’s installed accessories so you can take full advantage of them.

How do I add a printer to my Winows 10 machine?

Add a Local Printer

1. Connect the printer to your computer using the USB cable and turn it on.

2. Open the Settings app from the Start menu.

3. Click Devices.

4. Click Add a printer or scanner.

5. If Windows detects your printer, click on the name of the printer and follow the on-screen instructions to finish the installation. And you're done.

If Windows doesn't find your connected printer, click on "The printer that I want isn't listed" link.

Then let the Windows troubleshooting guide help you find your printer. It will search for available printers and help you download the drivers for them.

If that doesn't work, head to your printer manufacturer's website and download the drivers and installation tools for your printer.

Software

My Chrome browser is not working properly, what do I do?

You can restore your browser settings in Chrome at any time. You might need to do this if apps or extensions you installed changed your settings without your knowledge. Your saved bookmarks and passwords won't be cleared or changed.


  1. On your computer, open Chrome.

  2. At the top right click the three dots, click Settings.

  3. At the bottom, click Show advanced settings.

  4. Under the section "Reset settings,” click Reset settings.

  5. In the box that appears, click Reset. ​

These steps won't provide a full reset. For example, some settings like fonts or accessibility won't be deleted. To create a new user profile, add a new user in Chrome.

This will reset your startup page, new tab page, search engine, and pinned tabs. It will also disable all extensions and clear temporary data like cookies. Your bookmarks, history and saved passwords will not be cleared. Learn more

My Chrome extension(s) are not working properly, what do I do?

You can manage your extensions in Chrome anytime by trying the following:


  1. On your computer, open Chrome.

  2. At the top right click the three dots, click More Tools, followed by Extensions.

  3. You can select Details, Remove, or enable and disable the extension by using the slider.

  4. Resetting or re-adding your extension may resolve any issues you may have had with your extension.

  5. If you are still having issues with your extensions you may refer to the steps on resetting Chrome in the above steps.

For more information on extensions please see click here.


How do I know if my browser (Chrome) is up-to-date?

Normally updates happen in the background when you close and reopen your computer's browser. But if you haven't closed your browser in a while, you may need to force the update.

To update Google Chrome:

  1. On your computer, open Chrome.

  2. At the top right, click the 3 dots .

  3. Hover over Help and select Update Google Chrome. If you don't see this button, you're on the latest version.

  4. Click Relaunch.

How do I enable Flash on my Chrome browser?

Adobe Flash is going away. Google drove another nail into its coffin with Chrome 76, which blocks all Flash content on websites by default. If you still use Flash, you can re-enable it for now—but Chrome makes it annoying


  1. When you visit a website that uses Flash, you see a “Plugin blocked” message at the right side of Chrome’s Omnibox or address bar.

  2. To enable Flash for the site, click the lock icon at the left side of the Omnibox (address bar), click the “Flash” box, and then click “Allow.”

  3. Chrome prompts you to reload the page—click “Reload.”

  4. Even after you reload the page, any Flash content won’t be loaded—you have to click it to load it.

  5. To run an individual Flash object, click its Play button. To run all Flash objects on the page—including any hidden Flash objects running in the background—click the blocked plugin icon at the right side of the Omnibox and click “Run Flash this time.”

  6. Whenever you allow Flash for a website, it’s added to the allow list—click the blocked plugin icon and click “Manage” to see it. Alternatively, you can head to chrome://settings/content/flash to view it.

  7. Here’s the bad news: whenever you restart your browser, Chrome erases this list. If you use Flash frequently on a particular website, you’ll have to do this repeatedly. Google seriously wants Chrome users to stop using Flash, so it’s making the Flash process annoying on purpose.

You can also see this link for a more detailed instructions with images.

I receive an error message when I try to access software supporting remote learning/working.

Families/Students - please submit a support request by filling out this form HDSB Family Tech Support Request

HDSB Staff - please create a support request through TOPdesk (http://topdesk.myhdsb.ca/).

What software should I use and how do I use it?

Families/Students - please refer to the Student online learning information on the Board website (https://hdsb.ca/learning-and-resources/Pages/Learning-Outside-Classroom.aspx) or contact the student’s teacher for resources.

How do I get iPad applications installed on my childs device?

The Board has an internal process for installing applications on iPads. You will need to reach out to your childs teacher, who will work with admin at the school to see if the application is available to students. And they can initiate the internal process.

My device is full, or nearly out of disk space, what can I do?

Windows 10 - https://support.microsoft.com/en-ca/help/12425/windows-10-free-up-drive-space

Mac OS - https://support.apple.com/en-ca/HT206996

iPhone,iPad,iPod - https://support.apple.com/en-ca/HT201656

Chromebook - This 'shouldn't' happen, but in the unlikely event it does, please go to the Contact Us page, and use the form to put in a ticket. When you do, please include the service code on the bottom of the Chromebook.


Network

My home network is slow, I keep getting disconnected.

Wi-Fi is radio waves, meaning your router broadcasts in all directions from a central location. If your router is in a far corner of your house, then you’re covering a great deal of the outside world unnecessarily. If you can, move your router to a more centralized location. The closer you can put your router to the center of your coverage area, the better reception will be throughout your house.

Verify others on your home network have the same slow connection issues, if so please contact your home service provider (Rogers, Cogeco or Bell).

My device won’t connect to the network.

Sometimes you run into an issue with one particular device. It’s probably just a momentary issue. Try turning off the Wi-Fi on your device, then re-enabling it. If that doesn’t work, do the same with your router by unplugging it and then plugging it back in 30 seconds later.

Verify others on your home network can connect, if not contact your home service provider (Rogers, Cogeco or Bell).

Device

General troubleshooting steps for Chromebooks

Please visit Google's official resource for resolving hardware and system problems here.

For steps on updating your Chromebook please visit here.

My Board provided device is broken (ex., not powering on, screen cracked).

Families/Students should contact the Principal of your school to arrange pickup of another device.

HDSB Staff please create a support request through TOPdesk (http://topdesk.myhdsb.ca/).

The microphone and/or video are not working on my device.

This will vary greatly, depending on what type of device you are using. First, you may want to try restarting and if that doesn't work try running windows updates, check your chromebook for updates or check your mac for any software updates that may fix the problem. If none of these work you may need to contact your device manufacturer for further support.

You may also refer to this more indepth article for microphone and camera support on all platforms. https://whereby.helpscoutdocs.com/article/319-my-cam-mic-isnt-working

How can I block, or limit access to certain sites on my childs device?

Halton District School Boards does filter content when devices are connected to the board network, see here for details; (https://hdsb.ca/parents/Pages/Technology%20&%20You/Internet-Filtering.aspx). At home however, you may need to explore other solutions. The board does not provide filtering services that function at the device level. Many Internet providers allow for filtering and limit access for devices. Home users are encouraged to contact their Internet Service Provider (ISP) to talk about tools available on the home internet connection to manage access. Home users are encouraged to contact their Internet Service Provider (ISP) to talk about tools available on the home internet connection to manage access.

There are also device specific resources for Windows; https://support.microsoft.com/en-ca/help/12439/microsoft-account-set-content-restrictions-on-windows-10-and-xbox-one and Apple; https://support.apple.com/en-ca/HT201304

Safe Search will be enabled for any searching where the student is logged into the Chrome Browser (or Chromebook) as their @hdsb.ca account. A shared, or 'family' computer, may not have anyone 'signed in' to the browser, which will not by default, have Safe Search enabled. To check your browser; Google Chrome https://support.google.com/websearch/answer/510?co=GENIE.Platform%3DAndroid&hl=en Microsoft Bing https://www.bing.com/search?q=bing+safe+search&qs=n&form=QBRE&sp=-1&ghc=1&pq=bing+safe+search&sc=8-16&sk=&cvid=6BDAD7301CE440A8B647667CD7552538 . If you are using different search engine, simply type 'safe search' into the search window, and the instructions should be displayed on how to adjust settings for that search engine.