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Alerts

Requesting Technology Support (2021-2022)

For Parents/Students: Please call 201-646-6820 or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..  In-person support is available by appointment only at the High School.

For Staff:

Please be advised that no technology issue/request will be addressed unless it has been entered into SchoolDude.  Except in cases of emergency, which are defined as situations where a large number of rooms/individuals are affected or there is imminent danger, no request or issue should be reported via email or phone directly to any technician or myself.  If you do not receive an update on your request within 4-6 hours (excluding weekends/holidays), please contact me and provide the SchoolDude ticket number. For a list of common issues and expected response times, please see the table below.
 
This process is in place for several reasons:  
  • Using SchoolDude ensures there is a record of your request
  • Requests are properly routed automatically to the individual(s) responsible for support of the specific type and location of issue
  • It provides valuable data that we analyze periodically to identify problem areas and balance workload
  • Technology staff is evaluated on how quickly and efficiently they address requests.  If issues are not entered into SchoolDude, this may negatively impact their evaluation. 

There are a few types of issues that should not be reported using SchoolDude:
  • Genesis Issues (including login)
    These should be reported using the "Genesis Staff Support" form at the bottom of the left-hand column of our homepage.
  • Printer Issues
    Toners, drums and service must be requested using the United Business Systems 1-800 number provided on the device.  In some cases, if the issue is due to connectivity, it may be referred back to our technology department in which case you should open a SchoolDude IT Request with "Network Connectivity" as the type of issue.
 
Common Issues and Response Times
 
Issue Response Time
Classroom Desktop (Boot/Power/OS Failure) < 5 Hours
Laptop/Staff Chromebook (Boot/Power/OS Failure) < 5 Hours
SMARTBoard (No Image) < 24 Hours
Office Desktop (Boot/Power Failure) < 4 Hours
Connectivity Issue (Ethernet/WiFi) < 2 Hours
Printer Issue (Non-MFP/Copier) < 24 Hours
MFP/Copier Issue (Internal Support) < 4 Hours
MFP/Copier Issue (External/Vendor Support) < 24 Hours
Phone (Cannot place calls) < 2 Hour
Voicemail Pin Reset < 5 Hours
Software Error (Non-OS Error) < 5 Hours
Software Install Request 24-48 Hours
Windows Login Issue/Password Reset Enroll in self reset tool
Genesis Login Issue/Password Reet < 1 hour
Other Online Application Issue  < 4 Hours
Website Unblock Requests 24-48 Hours

**Please note that while we will make our best effort to meet the response times provided above, we cannot garauntee your issue/request may be fully resolved in the timeframe provided as there are many variables that can impact how quickly an issue is addressed. 

If you are not familiar with SchoolDude or need a refresher on how to use it, please review the attached guide.

Thank you in advance for your cooperation,

Adrian Cepero
District Technology Coordinator

 

Adobe Flash End-of-Life

adobe flash logo.0We've received a number of emails over the last week regarding websites that still require Flash and are no longer working. Unfortunately, Adobe Flash has reached its End-of-Life (EOL). Adobe announced in July 2017 that it was ending all support for Flash on December 31, 2020. And as of January 12, 2021, all major browsers and operating systems have blocked it completely.

While in the past we could manually re-enable it, that is no longer possible. If a site or resource you use still requires Flash, you will need to contact the developer or software provider to see if they offer a non-Flash alternative. Developers were given several years to transition away from Flash.

 

Important Update

October 29, 2020

Dear Hackensack Public Schools Community,

Effective Friday, October 30, the Hackensack Public District will be operating remotely until further notice.  Based on the recommendations from our local health officials in conjunction with the state epidemiologist, it has been determined that in the best interest of public health, Hackensack Public Schools will remain closed to in-person instruction due to the high positivity rate of infection in the city of Hackensack.  

It is important to note that we will continue to follow our current remote schedule until further notice.  The planned schedule changes have been postponed.  

Please note:

  • All Athletics and extracurricular activities are also suspended until further notice.  

  • Meal Service will continue to follow the current schedule

  • If you are in need of technical support, please contact the helpdesk via email at This email address is being protected from spambots. You need JavaScript enabled to view it..  Walk up hours are temporarily suspended. 

 

We will continue to monitor this situation closely in conjunction with the health department and provide you with timely updates.  Our hope is that once the spread is contained, we can return to in-person learning in a safe and positive way.

We understand this is a disappointment for many; however, this decision is being made in the best interest of public health for our schools and community.

Sincerely,
Robert Sanchez, Superintendent of Schools

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