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Due to extremely high call volumes at the Family & Student Tech Call Center, instead of calling, please use this Password, Device and Software Help button below.

Due to extremely high call volumes at the Family & Student Tech Call Center, instead of calling, please use this Password, Device and Software Help button below.

1015 Half Street, SE, 9th Floor

1015 Half Street, SE, 9th Floor
1015 Half Street, SE, 9th Floor, Washington, District of Columbia, 20003

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Frequently Asked Questions

For more information about the school year, visit DCPSReopenStrong.com.

Frequently Asked Questions

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What do I do if I can't sign into my school computer?
Use your username and password from last year to sign in to your school computer.
Your username will be the same from last year, and should be formatted in the following way: [email protected]
Example: if your Student ID is 123456789, then your username will be [email protected]

If you've already tried your password from last year, try your date of birth using the following format: MMDDYY.
Example: if your birthday is October 8, 1996, then your password would be 100896

If you still are having problems signing into your computer, please fill out the Password Help form.
What do I do if I'm having problems with my device?
If you are still having problems with your computer, please call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center, where a person will help you.
Where can I get help with using my Pre-K student's iPad?
We have a helpful user guide.
What do I do if I'm having trouble connecting to the internet?

If students or parents/guardians need support with their mobile hotspot, please reference the user guide found here. In addition, you can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center for questions about the hotspot.

If students need help turning on their internet connection on their LTE-enabled DCPS Microsoft Go, please reference the user guide found here. In addition, you can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center for questions about connecting the device to the internet.

If you don’t have a connection to the internet, please let your school know.

Where am I supposed to log in again in the morning?
Canvas is DCPS' learning management system and you can log on at https://dcps.instructure.com/. Your username and password should be the same as the above. Once you’ve logged into Canvas, use Teams to join your virtual classroom online.
What do I do if I can’t find Microsoft Teams?
Please reference the user guide found here to install Microsoft Teams. If you are still having problems with your computer, please call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center, where a person will help you.
Where can I get help with Aspen Parent Portal Access?

Login/Portal Navigation Help

Please view this resource (Spanish) and this video (Spanish) to help you log in and navigate the Parent Portal. Your initial log in information for the Parent Portal will be sent to you via email from [email protected]. If you have not received your login information, please reach out to your child's school enrollment point of contact to make sure they have your correct email address and have granted you Parent Portal access in Aspen.

All Other Parent Portal Issues

For all other inquiries including questions about your child’s report card, please contact your school primary phone number (view school directory here), and they will direct your question to the appropriate point of contact.

What do I do if my camera isn’t working?
Please reference the user guide found here to check for and install Windows Updates. This should fix your camera issue. If you are still having problems with your computer, please call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center, where a person will help you.
Is there anything I should be doing regularly and proactively to take care of my student’s device?

 

Top 5 Technology Questions

Who should families call for technical support?
If students or parents/guardians need support with accessing DCPS systems (e.g. Canvas, Teams) or with a DCPS-issued device or hotspot, they can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center.
Families can learn more about technology at https://dcpsreopenstrong.com/resources/technology/.
How do families access Canvas?
Canvas is DCPS' learning management system, and you can log on at https://dcps.instructure.com/
The username is the student ID#@students.k12.dc.us (e.g. [email protected]).
The password is your 6-digit date of birth (MMDDYY), unless the student's password was previously changed to a custom password. This will be the student's password to start the school year. In September, students will be prompted to change their passwords to better secure our students’ online accounts in this virtual environment.
How do families turn on their Surface Go?
Instructions for common issues with the Microsoft Surface Go can be found here. In addition, you can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center for questions about the Microsoft Surface Go.
What should families do if their hotspot is not working?
If students or parents/guardians need support with their mobile hotspot, please reference the user guide found here.In addition, you can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center for questions about the hotspot.
How do students turn on their internet connection if they have an LTE-enabled DCPS device?
Please reference the user guide found here. In addition, you can call (202) 442-5885 and Press 1 to be connected to the DCPS Family & Student Tech Call Center for help.

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