Frequently Asked Questions

You can directly enter a support request via our ticketing system. Click on this hyperlink, incidentIQ > Select the issue that best fits your need > Enter as much information as you can about the issue you or your child is experiencing and a call back number in the event a technician must call > Click Submit Ticket. You will receive specific information and next steps based upon the issue.

Call the Technology Help Desk Monday – Friday between 7:00 a.m. and 4:30 p.m. You will receive specific information and next steps based upon the issue.

Please visit the Chromebook Responsibility and Tips website

Chromebook

Completely power down the Chromebook.
Disconnect any cables or peripherals that are plugged into your Chromebook. This will allow you to access and clean every part of the device.
Use a bleach-free disinfectant wipe or apply a small amount of a homemade rubbing alcohol solution* to a clean lint-free cloth and completely wipe down the entire Chromebook, including the screen and around each key of the keyboard. Using very light pressure, wipe the screen to remove any fingerprints or smudges on the screen without damaging the screen. Too much pressure can break the screen. You can also buy cleaning wipes specifically for use on LCD screens.
After everything is dry, use a dry microfiber cloth to buff the screen and remove any haze that might be lingering on the display from the disinfecting process.

* Homemade rubbing alcohol solution: Mix 2 parts of 70% Isopropyl rubbing alcohol with 3 parts of distilled water.

Chromebook

You will need either a printer connected to your home Wi-Fi network or one that can directly attach via USB to the Chromebook. Additional information can be found in this Google document.

iPad

You will need an AirPrint-enabled printer to print from an iPad. Additional information can be found in this Apple document.

Hotspots are provided at no cost to our families. The district incurs monthly equipment and data charges for each hotspot distributed.

To obtain support for hotspots paid for by Rockwood School District, contact the Technology Help Desk at (636)733-1111. Hours: Monday – Friday 7:00 a.m. – 4:30 p.m. If calling outside of these hours, please leave a message that includes your name, your child’s name, a call-back number, and a brief description of the ng a problem with your hotspot.

AT&T Radiant hotspots (cell phone used as a hotspot) have a limit of 30GB of data per data cycle (28th of month to 27th of next month). If you exhaust your data supply, contact the Technology Help Desk. Symptoms: hotspot turns on, Chromebook says it is connected, but student cannot connect to the internet. First step is to power off the device. Let it sit powered off for 15 minutes. Turn back on and ensure it has signal – look at the bars in the upper right of the screen. Connect Chromebook to hotspot and attempt to use the Internet again.

AT&T Unite Express hotspots have unlimited data. Because these devices have unlimited data, they are subject to throttling during peak network congestion periods after 25GB of data have been used.

T-Mobile Franklin hotspots have unlimited data. Because these devices have unlimited data, they are subject to throttling during peak network congestion periods after 25GB of data have been used.

St. Louis County Digital Equity Initiative Hotspots (Labeled “PROPERTY OF ST LOUIS COUNTY LIBRARY”) have a phone number to call for support and troubleshooting assistance. The number is printed on the label on the box and on the label on the device.

Contact the Technology Help Desk at (636)733-1111 as soon as you realize it has been lost or stolen. We need to notify the service provider so they can stop service to that device. We will also need to purchase a replacement. You may be without a hotspot until the replacement arrives depending upon availability.

Rockwood will not be moving to a virtual academy/sections for the third quarter. Virtual academy/sections were an option considered by our Rockwood Rapid Response Teams, Rockwood Learning Council and district administrators during their work in the second quarter. A virtual academy is not a place. It was a consideration to add virtual sections for students who will be learning from home with a dedicated teacher to serve only an online classroom.
When we began our gradual phase-in plan in late September, we noted that some schools enrolled more in-person learners, while others had a higher percentage of virtual learners. Each school managed its own team of teachers to allow for both instructional methods. Some schools were able to assign teachers within the school so they could provide time and support for students in both instructional methods. Others, because of the imbalance of enrollments, have had more difficulty.

As we move forward with the third quarter, our goal as a district is to provide more support for schools at the elementary level to help balance the time our educators have with students. We want to support every school to have the staff to help manage effective programs for both in-person and virtual learners. We understand that secondary students are more independent in their learning, while our elementary students may need more attention during fully remote learning. We want all students to have time with effective educators so they can learn and grow.

Rockwood invited our district administrators, principals, Rapid Response Teams and Rockwood Learning Council to share their voices in this critical discussion at the elementary level. All options and challenges were brought to the Rockwood Administrative Leadership Team, who made the decision to not pursue the virtual academy/sections for the second semester.

Virtual academy/sections was one of the online options studied for the second semester. Many obstacles in the development of a districtwide solution soon became apparent during their study:

This process would require parents to register their child(ren) for either the in-person or virtual learning program for the second semester: January 19-June 3.
Based on this information, Rockwood would re-roster each student for the second semester in the designated educational model.
After students are re-assigned, teachers would be placed in either a virtual classroom or an in-person classroom.
We know from the first semester, some schools have more students in the virtual program, while other schools have more in-person learners. To accommodate this imbalance in enrollment, Rockwood would need to make changes.
Some teachers may need to move to different Rockwood schools to accommodate these changes in student programming.
Some in-person classes would have higher enrollment, which would diminish the school's ability to socially distance as much as possible.
Some at-home learners may be assigned a different teacher, which would require a change of instructors and classmates as we begin the second semester.
Some at-home learners may be in classrooms with students from a variety of Rockwood schools.
Because we would place and hire teachers according to the program, families would have limited options to move between the programs.
Plus, teachers who have in-person learners would still be teaching virtually and responsible for their students who need to quarantine.

Some school districts are offering a third-party online resource with third-party curriculum and teachers. In Rockwood, our online curriculum was developed by Rockwood teachers taught by Rockwood teachers so it aligns with the scope of Rockwood’s learner and support services.