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OVS Remote Learning Help

Onslow Virtual School

Virtual and Remote Learning Help

Scroll through this page to find your problem or issue. Then click the button to find your solution.
✨ New to OVS or need login help? Scroll all the way to the bottom for step-by-step directions for accessing the applications and programs on your OCS Login Sheet.
OVS Remote Learning Help — Get Help Now

Get Help Now

Use this section when your computer will not work at all, or is too broken to join class or do your work. Find the problem below, then make the call.

🚨

Ask your parent or guardian to help with this section. Your parent or guardian should make the call with you, or for you.

🖥️ Software & Screen Issues

What it looks like: A pop-up says you have a virus or that your computer is at risk.

What to do:

Do not click anything on the pop-up. Turn off the screen or step away, then call the IT Help Desk at 910-989-2101.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer showed a scary pop-up warning about a virus. I did not click on it. Can you help me?
📞 Call 910-989-2101

What to do:

Check that it's plugged in and has been charging for a while — a dead battery can look like it won't turn on at all. Still nothing? Call the IT Help Desk at 910-989-2101.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My device will not turn on at all. I checked that it's plugged in and charging. Can you help me?
📞 Call 910-989-2101
What it looks like: Your computer keeps restarting by itself and never fully opens.

What to do:

Call the IT Help Desk at 910-989-2101. Do not keep restarting it yourself.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer keeps restarting over and over by itself. Can you help me?
📞 Call 910-989-2101
What it looks like: The screen is all black. It has looked like this for several minutes.

What to do:

Wait one more minute. If it still has not changed, call the IT Help Desk at 910-989-2101.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer has a black screen that will not go away. Can you help me?
📞 Call 910-989-2101
What it looks like: A full blue screen with a lock symbol. It will not let you get to your desktop.

What to do:

Call the IT Help Desk at 910-989-2101. They can give you a special code to unlock it.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer is showing a blue lock screen and will not let me log in. Can you help me unlock it?
📞 Call 910-989-2101
What it looks like: Your device will not connect to any Wi-Fi network at all, at home or anywhere else.

What to do:

Call the IT Help Desk at 910-989-2101. They can check your settings or walk you through connecting, including the MiFi program if you need it.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My device will not connect to any Wi-Fi network at all. Can you help me figure out what to do?
📞 Call 910-989-2101
What it looks like: Your computer feels very hot and turns itself off.

What to do:

  1. Unplug it.
  2. Turn it off.
  3. Let it cool down on a safe, hard surface — not a blanket or bed.
  4. Call the IT Help Desk at 910-989-2101.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer got very hot and shut off. I unplugged it, turned it off, and let it cool down on a safe surface. Can you help me?
📞 Call 910-989-2101
What it looks like: A blue screen with a sad face and a message about a problem.

What to do:

Let it try to restart on its own. If it keeps happening, call the IT Help Desk at 910-989-2101.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer keeps showing a screen that says it ran into a problem. Can you help me?
📞 Call 910-989-2101
What it looks like: Everything takes a very long time to open, even after restarting it several times.

What to do:

Call the IT Help Desk at 910-989-2101. They can find out what is slowing it down and help fix it.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My device is still very slow even after I restarted it several times. Can you help me figure out what to do?
📞 Call 910-989-2101

🔧 Physical Damage & Connectivity

What to do:

Turn it off right away and do not turn it back on. Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. I spilled liquid on my device and turned it off right away. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. I dropped my device, and now something inside feels loose or rattles. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My screen is cracked and I cannot see my work. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My screen or trackpad is physically damaged. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My battery will not charge, or it dies after only a few minutes. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement device. Bring your old device with you.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. Some keys on my keyboard are missing, stuck, or not typing. I need to request a replacement device, and I will bring my old device with me.
📞 Call 910-989-2013

What to do:

Call the OVS office at 910-989-2013 to request a replacement charger.

📞 What to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My charger is lost, broken, or frayed. I need to request a replacement charger.
📞 Call 910-989-2013

🎥 Teams Meeting Trouble

Try this:

  1. Turn your device off, then back on.
  2. Close any windows or tabs you are not using.
  3. Make sure your device is plugged in or has enough battery.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My computer is running slow or acting weird during a Teams meeting. I already restarted it and closed extra tabs, but it's still having trouble. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Wait one minute to see if it starts moving again.
  2. Ask an adult to help you press Ctrl + Alt + Delete at the same time.
  3. If it still won't move, restart your device.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My screen froze during a Teams meeting. I waited and restarted my device, and it's still frozen. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Close Teams all the way, then open it again.
  2. Restart your device.
  3. Check that no other program is using your camera.
  4. Check the camera setting inside Teams to make sure the right camera is picked.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My camera will not turn on for our Teams meeting. I closed and reopened Teams, restarted my device, and checked the camera settings. It's still not working. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Check your volume level.
  2. Make sure your headphones are plugged in all the way.
  3. Check that the right speaker is picked in Teams settings.
  4. Leave the meeting, then join it again.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. I cannot hear anyone in our Teams meeting. I checked my volume, my headphones, and my speaker settings, and I left and rejoined. I still can't hear. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Check that you are not muted.
  2. Check that the right microphone is picked in Teams settings.
  3. Leave the meeting, then join it again.
  4. Restart Teams.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. My microphone is not working in our Teams meeting. I checked that I was not muted, checked my microphone settings, and rejoined the meeting. It's still not working. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Close Teams all the way, then open it again.
  2. Restart your device.
  3. Check your internet connection.
  4. Make sure Teams is updated.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. Teams keeps kicking me out of our meeting. I closed and reopened Teams, restarted my device, and checked my internet. It's still happening. Can you help me?
📞 Call 910-989-2101

Try this:

  1. Restart your device.
  2. Close programs and tabs you are not using.
  3. Check your internet connection.
  4. Install any updates that are waiting.

📞 Still not working?

Call the IT Help Desk at 910-989-2101. Here's what to say:

Hi, my name is {{NAME}}. I'm a student at Onslow Virtual School. Teams keeps freezing or glitching during our meeting. I restarted my device, closed extra tabs, and checked my internet. It's still happening. Can you help me?
📞 Call 910-989-2101
OVS Remote Learning Help — Try It Yourself

Try It Yourself

Pick the question that matches your problem. Try the steps. If it's still not working, copy the message and send it to your teacher.

📝 Assignments, Meetings & Breakout Rooms

Try this:

  1. Make sure you are in the right class in Teams.
  2. Click the Assignments tab.
  3. Look under Assigned, Upcoming, and Past Due.
  4. Refresh Teams, or sign out and back in.

Still not working?

Copy this message and send it to your teacher.

I cannot find my assignment in Teams. I checked the Assignments tab and all the folders, and I refreshed Teams. I still cannot find it. Can you help me?

Try this:

  1. Look under Completed assignments.
  2. Make sure you are in the right class team.
  3. Ask your teacher if the assignment was changed or removed.

Still not working?

Copy this message and send it to your teacher.

My assignment disappeared from Teams. I checked Completed assignments and made sure I am in the right class. I still cannot find it. Can you help me?

Try this:

  1. Check your internet connection.
  2. Refresh Teams.
  3. Try a smaller file if you can.
  4. Save your work, then try again.

Still not working?

Copy this message and send it to your teacher.

My work will not upload in Teams. I checked my internet, refreshed Teams, and tried again. It still will not upload. Can you help me?

Try this:

  1. Check your internet connection.
  2. Refresh the page.
  3. Make sure your file finished uploading all the way.
  4. Try submitting again.
  5. Save your work with a new file name and try once more.

Still not working?

Copy this message and send it to your teacher.

My work will not submit in Teams. I checked my internet, refreshed the page, and tried again with a new file name. It still will not submit. Can you help me?

Try this:

  1. If your teacher allows it, click Undo Turn In.
  2. Attach the correct file.
  3. Submit the assignment again.

Still not working?

Copy this message and send it to your teacher.

I submitted the wrong file for my assignment. I am not able to undo the turn-in myself. Can you help me fix it?

Try this:

  1. Open OneDrive and click Recent to see files you used lately.
  2. In Word, click File, then Info, then Version History to find an older copy.
  3. Check the Recycle Bin on your desktop.
  4. Next time, make sure AutoSave is turned on at the top left of Word.

Still not working?

Copy this message and send it to your teacher.

I lost my work for my assignment. I checked OneDrive, Version History, and the Recycle Bin. I still cannot find it. Can you help me?

Try this:

  1. Refresh Teams.
  2. Try opening it in the Teams app or in Edge.
  3. Restart your device.

Still not working?

Copy this message and send it to your teacher.

I cannot open my assignment file in Teams. I refreshed Teams, tried a different way to open it, and restarted my device. It still will not open. Can you help me?

Try this:

  1. Try submitting it anyway — Teams may still let you.
  2. Write down what happened so you can explain it.

Message your teacher right away:

Copy this message, fill in what happened, and send it to your teacher.

The deadline for my assignment passed before I could turn it in. Here is what happened: [TELL WHAT HAPPENED]. Can we figure out what to do?

Try this:

  1. Open Teams and click Calendar to find your class meeting.
  2. Check your class team's Posts for a Join button from your teacher.
  3. Make sure you are signed in with your school account.
  4. Close Teams all the way, then open it again.

Still not working?

Copy this message and send it to your teacher.

I cannot find or join my class meeting in Teams. I checked the Calendar and my class Posts, and I restarted Teams. Can you send me the link or help me get in?

Try this:

  1. Wait a few moments — others may still be joining.
  2. Check your microphone and speaker settings.
  3. Leave and rejoin the room.

Still not working?

Copy this message and send it to your teacher.

I am in a breakout room but I do not see anyone else. I waited, checked my settings, and rejoined. It is still empty. Can you help me?

Try this:

  1. Turn up your volume.
  2. Check that the right speaker or headphones are picked in Teams.
  3. Leave and rejoin the room.
  4. Restart Teams if needed.

Still not working?

Copy this message and send it to your teacher.

I cannot hear anyone in my breakout room. I checked my volume and speaker settings, and I rejoined the room. It still is not working. Can you help me?

Try this:

  1. Rejoin the meeting right away.
  2. Check your internet connection.

Still not working?

Copy this message and send it to your teacher.

I got disconnected from my breakout room. I rejoined the meeting, but I am not back in my room. Can you add me back?

Try this:

  1. Make sure your teacher has turned on screen sharing.
  2. Leave and rejoin the room.

Still not working?

Copy this message and send it to your teacher.

I cannot share my screen in my breakout room. I checked the sharing setting and rejoined the room. It still does not work. Can you help me?

🔑 Login & Account Help

These link to our login help page, which has pictures and step-by-step directions for each one.

🖥️ How do I log into my computer? Welcome! If you just got your computer — or a new one — follow this link for how to log in. ↗ ☁️ How do I log into Zscaler, or fix a Zscaler problem? The Zscaler app keeps your OVS device safe when it connects to the internet. It should sign in automatically — you shouldn't need to do anything. But if you're having trouble with Zscaler, click here. ↗ 📧 How do I log into Microsoft 365? Microsoft 365 gives you Word, Teams, email, and more with your school account. Click here for how to log in. ↗ 📊 I can't see my grades Open NCEdCloud from your Symbaloo page. Then click the blue NCSIS button (that's Infinite Campus) to see your grades. If you're having trouble, click here. ↗ 🔒 I can't log into NCEdCloud Use only the NCEdCloud link on your Symbaloo page. If your password won't work, your teacher is the only one who can reset it. Click here for help. ↗

What to do:

Only your teacher can reset your NCEdCloud password. Send them this message.

Message your teacher:

Copy this message and send it to your teacher.

I forgot my NCEdCloud password and I cannot log in. Can you reset it for me?
🏫 I can't get to Infinite Campus Got into NCEdCloud, but can't get to Infinite Campus? Look for the blue NCSIS button. That's Infinite Campus. If it won't open, click here. ↗ 🧩 How do I log into Clever? The first time you sign in to a website with your Microsoft school account, you may be asked to set up Clever MFA. That's your picture login. Click here if you're having trouble with Clever or Clever MFA. ↗

What to do:

Contact your teacher. They can reset your MFA for you, or remind you of your login animal and food picture.

Message your teacher:

Copy this message and send it to your teacher.

I forgot my Clever MFA. I do not remember my login animal and food picture. Can you reset it or remind me what it is?
▶️ I can't watch YouTube videos for class Some grade levels have access to YouTube for class videos. If you're having trouble logging in or watching a video, click here for help. ↗
OVS Remote Learning Help — General Info

General Info

Helpful habits, reminders, and resources for virtual learning. These are not emergencies, just good things to know.

Access

Need Home Internet?

Does your family need internet at home? You may be able to get free help through T-Mobile Project 10Million.

Click the button to see if your family qualifies and how to sign up.

📶 See if your family qualifies ↗
Daily

Virtual Learning Habits

Do these four small things every school day. They stop most device problems before they start.

0 / 4 done today

Plug in your device when you can. Updates need battery power to install.

Too many open tabs and apps make your device slow.

Videos, games, and other devices at home all share the same internet. Ask others at home to pause them during class.

Restarting lets Windows finish updates and helps your device run faster. Restart early, so updates are done before your next class.

Weekly

Device Maintenance

Take a few minutes once a week. Try to pick the same day and time each week.

0 / 4 done this week

Go to Settings > Windows Update > Check for Updates. Install anything that shows up, and let it finish all the way.

Some updates need a restart to finish. If your device asks you to restart, do it.

This refreshes Teams and can fix messages or files that are not showing up. Click your profile picture in Teams, then click Sign Out.

In Edge, click the three dots, then Settings, then Privacy, search, and services, then Choose what to clear. Check only Cached images and files. Do not check Passwords. Then click Clear now.

OVS Remote Learning Help — Login Help Header

Login Help

Trouble signing in? These guides walk you through fixing the most common access problems, step by step.

📋 OCS Login Sheet — Walkthrough & Troubleshooting Click here for pictures and step-by-step help for every login on your OCS Login Sheet. ↗