Home Learning Tech Support
Our IT team is working hard to make online learning as rewarding and seamless as possible. Teachers, parents, and students can use the resources below to help resolve many identified issues, or reach out to get direct support.
Frequently Asked Questions (FAQs)
Chromebook: Zoom "Sorry You've Been Blocked" - FIXED
Issue: When attempting to log into a Zoom meeting, some users are getting an error message that says “Sorry you’ve been blocked” with a large “boulder” on the screen”.
Cause: A remote content filter service we use for Chromebooks mis-categorized Zoom as a social medial platform.
Resolution: We have whitelisted the Zoom domain to allow to the Zoom service. No user interaction should be necessary to receive the updated settings. (Last Updated 9/9/2020 @ 11:13AM)
Chromebook: Connecting to Wi-Fi
Issue: Unable to access the Internet. Receiving an error message that says “Network not available”
Cause: Device is not connected to a wireless network or wireless network does not have access to the Internet.
Resolution: To connect your Chromebook to wi-fi, follow the instructions found in the Connect Your Chromebook to Wi-Fi video on YouTube.
Please be sure you are connecting to a wi-fi network that has access to the Internet. If you are connected, but still cannot use your Chromebook, please check with the person or company who setup your wireless network.
Chromebook: Zoom "Blocked" by Administrator; Update ChromeOS
Issue: Unable to connect to Zoom Meeting. When attempting to join a Zoom call, user is prompted to “Install from Chrome Web Store”. When attempting to install, user receives an error saying “Ooops Zoom extension ID… is blocked by the administrator.
Cause: Device does not have the most recent version of ChromeOS.
Resolution: To update to the latest version of ChromeOS, follow the instructions found on the Update your Chromebook’s operating system page on Google’s support site.
Any user can update ChromeOS. You do not need any special permissions or authorization to do so. In all cases, you will need to intentionally “restart” the device. The update will not be applied by simply closing the lid or pressing the power/lock button. Steps for restarting the device are included in the instructions above
Chromebook: Cannot log into DreamBox
Issue: Unable to access the login to the Dreambox website on a Chromebook (iPad users please see resolution below)
Cause: Donoghue and NKO each have distinct login pages for the Dreambox service. If you go to the wrong page, your login information will not work.
Resolution: Please make sure you are using the campus specific login page if you are logging in through a web browser. The easiest way to get to that is from the Student Resources page (see links below).
Chromebook: Cannot log into iRead
Issue: Unable to access the login to the iRead website on a Chromebook (iPad users please see resolution below)
Cause: To access iRead, you will need to go to the proper login page.
Resolution: Please make sure you visiting the iRead login page listed on the Student Resources Page for your campus (see links below).
iPad: No Internet Access; Cannot Connect to GlobalProtect (VPN)
Issue: Unable to access the Internet. Global Protect app says login failed or “gateway unreachable”
Cause: If the VPN connection, through the Global Protect app is not successfully enabled, the device will not connect to the Internet or allow any network traffic.
Resolution: There are a number of potential resolutions to this issue. We have a serials of videos to help illustrate this process.
- Video: Connecting your iPad to Wifi
- Video: Connecting you iPad to VPN
- When trying to login, first make sure you are connected to your home wi-fi network
- When opening the Global Protect app, dismiss any error messages until the “Connect” button is available. The error message may pop up several times. This is typical behavior.
- When logging into Global Protect, make sure you are including the spaces in the password. That is, make sure you are typing “low sky 278” and NOT “lowskiy278”.
iPad: Cannot log into DreamBox
Issue: Unable to access the login to the Dreambox App on iPad (Chromebook users please see solution above)
Cause: Logging into the Dreambox app requires you to enter the school code into the app before you can use the app to complete student work.
Resolution: Please contact your student’s teacher to get instructions on entering the School Code. The instructions include information on how to complete the configuration process AND the School Code itself.
iPad: Cannot log into iRead
Issue: Unable to access the login to the iRead App on iPad (Chromebook users please see solution above)
Cause: The iRead app must be configured with a Site ID. Without it, the app will not function.
Resolution: Please reach out to your child’s homeroom teacher to receive the instructions for configuring the Site ID in the iRead app. The instructions include information on how to complete the configuration process AND the School Code itself.
Device Setup Guides
School-issued Chromebooks are specially configured to allow ONLY UChicago Charter School students and staff to login. Check with your child’s teacher if you need login info.
School-issued iPads require you to connect to the school VPN using your child’s username and password. Check with your child’s teacher if you need login info.
Parent Portal Setup
These videos will guide you through the access setup for the Powerschool Parent Portal using your Parent SSO Letter and how to access FORMS.
These videos will take you through the WiFi setup of your iPad and how to install your grade level apps.
Live Support (8AM - 4PM, M-F)
Tech Support for School-Issued Devices
If you have received a school-issued device and you need Technical Support, please reach out to us and let us help. You can use the chat feature right here on this website, or if you are more comfortable on the phone, give us a call at 773-938-8333
NOTE: due to staffing limitations, you may not get through on the phone. If you have trouble reaching us, please leave your Name, Number, and your available times for a callback in the CHAT to the right. Please add any details about your issue.
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