Help Desk

To reach a help desk technician, dial extension 11397 from a district Cisco phone, or 452-2000 x11397 from a traditional phone.

We are open from 6:30 AM to 2:00 PM every weekday and located on the first floor of the Admin Center.

Quick Links:

• Securly Web Filter Certificate
• Reset district password
• Work order system (open a ticket)
• Screen Connect remote session (if instructed by User Services staff): http://icu.k12northstar.org

Frequently Asked Questions (FAQ)

• Q: What is two-step verification?
• A: It is a way to make your account much more secure. With it enabled, even if someone obtains your password, they still can't get access to your account or data. More information here: https://k12northstar.org/2sv

• Q: How do I clear the cache on my browser?
• A: Follow the steps on this site. Generally you should select Time range: All time. This will log you out of most sites.

• Q: How do I add a printer or copier to my computer?
• A: Follow the directions here.

• Q: I have a question about email.
• A: Check out the Email page.

• Q: How can I reset the macOS keychain?
• A: 

1. 1. Click on the magnifying glass by the clock
   2. Type in keychain
   3. Open Keychain Access
   4. In the top left by the Apple, click Keychain Access
   5. Select Settings...
   6. Click Reset Default Keychains... and put in your password
   7. Log out and back in again.

Apple's official documentation: https://support.apple.com/guide/keychain-access/if-you-need-to-update-your-keychain-password-kyca2429/mac

• Q: How can I install Adobe Creative Cloud at home?
• A: 
  • Go to adobe.com and click Sign In
  • Select Continue with Google
    • If you're not logged in with your district Google account (f#@k12northstar.org), please do so now
  • Select Enterprise ID
  • Select Creative Cloud and Download
  • Once Creative Cloud is installed, you can install any available Adobe software.
  • Note each piece of software is up to 2.2 GB in size, please be mindful of any bandwidth caps.

• Q: How can I safely disinfect devices?
• A:
  • CDC's directions: 
    • https://www.cdc.gov/coronavirus/2019-ncov/prepare/cleaning-disinfection.html
  • EPA's list of disinfectants: 
    • https://www.epa.gov/pesticide-registration/list-n-disinfectants-use-against-sars-cov-2
    • Includes
      • Clorox wipes
        • Wash hands after
      • Sani-Cloth Germicidal Disposable Wipe 
        • Use gloves
  • Apple's directions: 
    • https://support.apple.com/en-us/HT204172
    • "Using a 70 percent isopropyl alcohol wipe or Clorox Disinfecting Wipes, you may gently wipe the hard, nonporous surfaces of your Apple product, such as the display, keyboard, or other exterior surfaces. Don't use bleach. Avoid getting moisture in any opening, and don't submerge your Apple product in any cleaning agents. Don't use on fabric or leather surfaces.
  • Dell's directions:
    • https://www.dell.com/support/kbdoc/en-us/000133659/guidance-for-keeping-your-dell-technologies-equipment-clean 
    • "Moisten a microfiber cloth with a mixture of 70% isopropyl alcohol / 30% water. The cloth should be damp, but not dripping wet. "

• Q: What is Securly?
• A Yes, Securly is the district's web filter. More info here. 

• Q: What can I troubleshoot on a Chromebook?
• A: Here is a quick guide: https://www.k12northstar.org/Page/7820

• Q: What is LanSchool and how do I get it?
• A: LanSchool is software that allows teachers to observe student computers.
  • Here's our page with more details.

• Q: How do I get software installed on my computer?
• A: If you're on a Mac, try opening the Filewave Kiosk (red icon near the clock) and selecting Install Software. If what you want isn't available, please put in a work order. See the Filewave page for more info.

• Q: How do I get my personal device on the BYOD network?
• A: Follow the directions here. Note: Pending status means it's ready to connect.

• Q: What are the acceptable use policies for technology?
• A: Visit School District Policies and Administrative Regulations chapter 8.