Faculty - For support posting assignments and creating conference sessions, please click here: Virtual Poly Support

Before requesting support, please complete the following steps:

  • For Lower School tech support, please email Stacy Hunter

  • Check your WiFi: Are you connected to a network, and can you access any web pages?

  • Restart your computer; we suggest doing this before every session

  • Close any programs that aren't needed for completing your work

  • Download and install Chrome Remote Desktop:

    • Open up Google Chrome and go to https://remotedesktop.google.com/support/

    • Under the section called "Get Support" click on the download link in the bottom right corner

    • Once installed request tech support by emailing technology@polyprep.org. If we need to gain remote access to your computer, we will ask you to click on the button labeled "Generate Code" which you will need to provide to your support technician.

Technology Support

Poly Prep 's Technology Department will be making every effort to support faculty, staff, and students remotely. Before requesting assistance, please follow the steps above. If you are in need of assistance, please click on this image in order to send in a technology ticket. Please be as descriptive in your ticket as possible.

For Lower School Support, please contact Stacy Hunter

For Middle and Upper School Support, you can submit a ticket by sending an email with a description of your technical problem to technology@polyprep.org

FAQs

Connectivity Issues

  • What should I do if I cannot connect to any websites?

    • Check your connection to ensure that you are connected to a wifi network, or 4G/LTE on a mobile device

    • Make sure you are logged in to your Poly Prep account

  • Why am I receiving messages stating that my connection is not secure?

    • Please check the date and time on your computer. If they are incorrect it could cause problems with secure websites.

  • Why can't I hear anything?

    • Check your volume to make sure that the computer is not muted

    • Remove any headphones/headsets to see if audio starts playing

    • You can adjust the audio settings by opening the session's Settings Menu, going to Audio, and using the dropdown menus adjust your Microphone and Speakers

  • Why is my video quality so poor?

    • Please make sure to close all other programs before joining a Meet session. If possible, it is best to reboot your computer prior to classes. If you are still having trouble after

    • If you need your camera and/or microphone but still have a poor video feed, you can adjust the video settings by opening the session's Settings Menu, going to Video, and using the dropdown menus lower your Send and Receive Resolutions. This will reduce your bandwidth needs which should help with your connection.

  • How do I keep one person's video on my screen so that it doesn't cycle through multiple people?

    • In your session, click on the People list in the upper right hand corner. You can click on any person's name and choose the Pin icon to keep only this video on the screen.

  • I cannot see my teacher's presentation. What should I do?

    • In your session, click on the People list in the upper right hand corner. You should see two entries for your teacher - one will be for their camera, and one with be their presentation. Click on their presentation entry to put it on your screen.

Google Meet

  • How do I connect to a Google Meet session?

    • When Meet sessions are created by a teacher, a url is created that will provide access to the session. These links should be posted to Google Classroom for easy access by both teachers and students. Faculty can see all scheduled Meet session on a daily basis by going to Google Meet.

  • How do I mute/unmute myself?

    • Prior to joining the session, there will be two icons in the window with your video. Please click on the Microphone icon to mute/unmute yourself. While in the session, click on the screen to bring up the menu tab at the bottom of the window. Click on the Microphone icon to mute/unmute yourself. Please review the Google Meet Walkthrough for more details.

  • How do I enable/disable my camera?

    • Prior to joining the session, there will be two icons in the window with your video. Please click on the Camera icon to mute/unmute yourself. While in the session, click on the screen to bring up the menu tab at the bottom of the window. Click on the Camera icon to mute/unmute yourself. Please review the Google Meet Walkthrough for more details.

  • Why is my video quality so poor?

    • Please make sure to close all other programs before joining a Meet session. If possible, it is best to reboot your computer prior to classes. If you are still having trouble after

    • If you need your camera and/or microphone but still have a poor video feed, you can adjust the video settings by opening the session's Settings Menu, going to Video, and using the dropdown menus lower your Send and Receive Resolutions. This will reduce your bandwidth needs which should help with your connection.

Google Classroom

  • How do I get to Google Classroom?

    • You can access Google Classroom by one of the following methods:

      • Go to https://classroom.google.com/

      • Open the Google Apps menu (9 little boxes in the upper right corner of any Google App) and click on "Classroom"

      • Click the Google Classroom link on the homepage of this site

  • How do I access my assignments?

    • Navigate to your class, and you will be able to access the assignment from the class stream

    • Open Google Classroom and navigate to your To Do List

  • How do I submit my work?

    • You can add files to any assignment in order to submit your work. If the assignment has a Google Doc assigned by the teacher, make sure that you submit the assignment by clicking on "Turn In" when you are done with your work

    • You can refer to this Google Article for additional information