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iSierra Online Academy

Flexibility - Excellence - Success

Troubleshooting and Tech Support

Troubleshooting and Tech Support

  • Chromebook issues pop up from time to time.  It’s important to get these resolved prior to meeting with your Supervising Teacher.

    While chromebook issues are generally resolved by bringing your chromebook to your school site technician, there are a few steps to resolve general issues that you can try first. 

    Please select the Basic Troubleshooting Tips and try these steps.

    If these do not resolve the issue, please meet with the Site Technician for your campus.

  • I’m having trouble with my APEX course – Who Should I Contact for Help?

    Contact Your Teacher For:

    Questions about the course content, assignments, grades, or academic expectations, including:

    • Questions about lesson material or concepts
    • Help understanding an assignment or project
    • Requests for assignment clarification
    • Questions about quiz or test content
    • Grading concerns
    • Questions about course policies or requirements

    Examples:

    • "I don't understand this math lesson."
    • "Can you explain what this essay assignment is asking me to do?"
    • "Why did I receive this grade?"
    • "Can I retake this quiz?"

    Contact APEX Technical Support For:

    Problems with the APEX platform, course functionality, or technical features, including:

    • Unable to load the log in page
    • Course pages not loading correctly
    • Videos not playing
    • Assignments or quizzes not opening
    • Error messages
    • Missing buttons or course features
    • Progress not updating correctly
    • Browser or device compatibility issues
    • Problems submitting work due to a system error

    Examples:

    • "My quiz won't open."
    • "The video won't play."
    • "I keep getting an error message when I try to submit."
    • "The course page is blank."

    Quick Rule of Thumb

    • If your question is about WHAT you are learning, contact your teacher.
    • If your question is about HOW the APEX system is working (or not working), contact Technical Support.

    APEX Learning (www.apexvs.com)

    APEX Technical Support:  1-800-453-1454 (Option #2)

Opening Chrome with Your School Account

Using a Personal Computer (If Your School Chromebook Isn't Available)

You should complete your coursework using your school-issued Chromebook. This helps prevent technical problems.

However, if your Chromebook is not working and you cannot meet with the Site Technician before your scheduled class or appointment, you may temporarily use another computer for your meeting provided you follow the directions below.

Before joining the meeting, you must sign in to Google Chrome using your school account. This ensures you have access to your school bookmarks, extensions, and other school resources.

To create a school Chrome profile:

  1. Open Google Chrome.
  2. Click your profile picture in the upper-right corner.
  3. Select Add Profile.
  4. Sign in using your school email address and password.
  5. When prompted, select Link data and then Yes, I'm in to sync your school settings.

Follow the step-by-step instructions below to create your school Chrome profile.

  1. Open Google Chrome: Make sure you are using a desktop or laptop computer and not a managed Chromebook that forces a single login. 
  2. Access the Profile Menu: Look at the top-right corner of your browser, just below the "minimize" and "close" buttons. Click the circular profile icon or your initials . 
  3. Add a Profile: Scroll to the bottom of the menu that appears and click Add Profile or Add.
  4. Sign In: Click the Sign in button and enter your full school-issued email address and password. 
  5. Turn on Sync: After verifying your credentials, Chrome will ask if you want to link your data. Click Link data followed by Yes, I'm in. This securely saves your school's custom bookmarks and required extensions.