Friendly Reminder: Please use the Instructional App Support Request Form
Please continue to use our Instructional App Support Request Form when you have a technology issue with an instructional application that cannot be resolved using the troubleshooting tips document.
A few best practices:
- Please do not ask students to complete the form to ensure accurate information is shared.
- Please indicate if the student/staff member is new to your school.
- For new staff members, their accounts can take up to 7 days to be processed and added by our HR and Payroll systems, during this time, they may have limited access. Once they have information in PowerSchool and Active Directory, it can take 72 hours for all accounts to verify and be populated, it typically does not happen all at once.
- For new students, their information must be populated in PowerSchool and a script has to run to import their JCPS email account, then their accounts can start to sync with our instructional apps such as Savvas, Lexia, DreamBox, etc. This process can take 48 hours AFTER their email address is populated. Checking their profile in PowerSchool to see if they have an email address listed is a good way to see if they should have access to instructional apps yet.
- If you have a Canvas support question or problem, please do not use this form. Click on the help icon in Canvas and contact Canvas support directly. JCPS staff have 24/7 live support from Canvas, including phone and chat support.
Once you fill out the Instructional App Support Request form, an alert goes out to the JCPS Digital Learning Team (Dave, Pam, and Stephanie) and we will respond within 24 business hours (usually within two hours if it is during a school day).
Another good tip is to check the status of our curriculum platforms:
- HMH Into Reading: https://customercare.hmhco.com/product/techsupport/CCTechSupportSearchResults.html?isid=51002
- Savvas (enVision Math and MyPerspectives ELA): https://status.savvas.com/
The instructional app support request form allows us to track issues across the entire school year as well as gather essential information to troubleshoot an issue. We appreciate your help in keeping our technology working smoothly!