Departments » Information Technology » Frequently Asked Questions (F.A.Q.s)

Frequently Asked Questions (F.A.Q.s)

F.A.Q.s for Employees:
Q: Can I get an employee discount on a computer?

A: HP provides discounts to education employees at the HP Website.
    Apple provides discounts to education employees at the Apple Website.
Q: I want to buy a computer for my classroom, Can't I just install it myself?

 No. The District uses an 'imaging' process to configure all computers attached to the RBUSD network. This imaging process ensures that every computer complies with the District's as well as state and federal requirements for reporting, security and audit controls. All computers connected to the District network and/or serviced by the District must be installed with and continue to run a standardized District image as approved by Information Technology.
Q: I've been told that my equipment (computer, printer, monitor, etc.) is 'unrepairable' and is being salvaged by the District. How do I get replacement equipment?

A: When computer eqiupment cannot be repaired (for instance, parts are no longer available) or when it is too costly to repair it (the repairs would exceed 50% of the replacement cost) then it is 'salvaged'. There is no budget to replace salvaged equipment and therefore it is up to the site to fund the replacement.
Q: When I have computer problems, technology requirements or just general questions "Who do I call"?

A: Help Desk - Main point of contact for all technology issues. The Help Desk can be reached 7:00 a.m. to 4:00 p.m. (except weekends and holidays) at x1234. Or email Helpdesk at 'HelpDesk' in MS Outlook of you unable to put in a ticket.
Q: How do I report a website that I feel should be blocked or unblocked?

A: Help Desk - Main point of contact for all technology issues. The Help Desk can be reached 7:00 a.m. to 4:00 p.m. (except weekends and holidays) at x1234. Or email Helpdesk at 'HelpDesk' in MS Outlook of you unable to put in a ticket.

Q: Why do you filter websites?
A: The Federal Children's Internet Protection Act (CIPA) requires the District to take active measures to filter inappropriate Internet content. While this system is very comprehensive, it is not perfect. Some inappropriate sites do get through and some legitimate sites are blocked. The first step to take to block or unblock any web site is to put in a Help Desk Ticket
Q: Do I have to type the full E-mail address of another employee?

A: In Outlook, when you send an e-mail to another Exchange user (any RBUSD teacher, staff or administrator), you need only type the person's names on the TO: line. It is not necessary to know or type their 'Internet mail address' such as [email protected]. As you type the person's name on the TO: line, Exchange will attempt to find the closest match to a user in the address book. If you cannot find a user or do not know the correct spelling of their name, you can browse the Exchange Global Address List address book by full name, last name, location, etc. Using 'Internet addressing' to e-mail another Exchange user is also extremely inefficient. By doing this you are needlessly sending the message outside the District and on to Internet. The message is then returned to the District and sent on to the user. This not only slows down the delivery of your message.
Q: What is SPAM and viruses and how does the District combat them?

A: The District makes extensive use of electronic mail (e-mail) to conduct its day to day business. There are more than 1,000 e-mail accounts currently in use by teachers, staff and administrators and the District processes in excess of 43,000 electronic mail messages per day. Numerous automated systems monitor and filter the District's e-mail services. In fact, over one-third of all e-mail is filtered due to content, viruses and SPAM. The filtering services in use are state of the art; however, the Internet and e-mail are constantly evolving and new threats are discovered on a daily basis. Users of the District e-mail system need to be aware and vigilant of these potential threats and how to cope with and report them.

SPAM is generally defined as unsolicited and unwanted e-mail. Just like junk mail sent to your home, SPAM sent to your e-mail address contains advertisements. Unlike junk mail however, SPAM is incredibly cheap to send. Thousands of SPAM messages can be sent from anywhere in the world for a few pennies. Unfortunately, most of the SPAM that you see comes from outside the United States. While there are federal laws concerning SPAM there is no international law or enforcement. What can you do? Try these simple steps first.
  1. Delete the message. There are limited resources that the District can allocate to preventing SPAM. If you receive an unsolicited message - delete it. If a SPAM message that you receive is offensive, threatening or obscene, put in a Help Desk Ticket for review.
  2. Unsubscribe to the e-mail. Most SPAM e-mails contain a link that can be used to unsubscribe to their messages. Take a moment to follow the steps listed in the message to prevent future messages. If a SPAM e-mail does not have an unsubscribe link, or the link does not work, put in a Help Desk Ticket for review.
  3. Your District email account is provided to conduct business related to District operations. Do not provide you District email account to anyone, any website or any entity not related to District business. So, if you receive email from a commercial website, you will know if it is SPAM or not.
  4. If you would like more information, the Federal Trade Commission has excellent resources regarding SPAM at click on "Consumers" and "Internet and e-Commerce".
Viruses are rampant on the Internet and e-mail is the most popular way of spreading viruses. District based anti-virus software is updated dozens of times per day but still, on occasion, viruses get through. Once your computer has a virus it is possible to spread it to other computers at your site. The result is lost productivity on your part and man-hours for the Information Technology Department to scan and repair the damage. Viruses can be prevented in several simple ways.
  1. Do not open e-mail from a person that you do not know or any e-mail that you are not expecting if it contains an attachment (a paper clip icon in Outlook).
  2. If an e-mail is suspicious, contact the sender to see if they sent you an e-mail. Many viruses "impersonate" the sender. Just because an e-mail has John Doe as the sender does not mean that John Doe sent you the message or that their system has a virus.
  3. If you opened an e-mail and feel that it may have contained a virus or believe that your system may be infected, contact the Help Desk immediately (310) 937-1234 or put in a Help Desk Ticket The Help Desk can walk you through the steps to scan your system for viruses.
Q: What is phishing, spear-phishing, whaling, and ransomware?
A: They are attempts to either steal data, extort information or money. They all attempt to look like legitimate E-mail sent from people, companies, or fellow educators you might know.
To help everyone at RBUSD better recognize and avoid these threats, we have provided information about what each threat is, how to recognize them, and how to better avoid them at work and home.
Type of Threats:
Phishing: is a cyber-attack that uses a disguised email as a weapon. The goal is to trick you into believing that the message is something you want or need. For instance, the E-mail will look like someone from the district to get you to try to click a link or download an attachment. They also commonly pose as your bank or an important message from a government agency like the IRS.
Spear-phishing: is the act of sending emails to specific and well-researched targets while purporting to be a trusted sender. The aim is to either infect devices with malware or convince victims to hand over information or money.
Whaling: is an attack directed at higher level executives or employees with access to financial information. In a whaling email scam, attackers pose as a Superintendent/CEO, Assistant Superintendent/CFO, Chief Technology Officer, or your principal to purchase iTunes, Amazon, or retail store gift cards, or request a wire transfer be made to an account that turns out to be fraudulent.
Ransomware: is malicious software designed to block access to your computer system until a sum of money is paid.
How can you prevent yourself from falling for one of these methods?
Here are some tips:
  • Unless you are expecting a specific email from a specific company or person, you should NEVER click on hyperlinks OR open attachments received from entities outside of the network. Even if it is from a trusted sender, if it seems out of character for them to send certain types of items, you should leave the item(s) unopened.
  • Keep your eye out for anything that seems “off” or suspicious in the email – maybe your name was misspelled, the grammar is poor, your title is wrong, they ask for money, or the return address does not look correct.
  • If you are unsure about an email that appears to be from someone you know, a good practice is to verify with the sender that they meant to send it to you. Best practice is to call the other party to confirm that the email and included attachment or hyperlink is legitimate.
  • If the sender requests any confidential and sensitive information that doesn’t follow the standard procedure -- even if it is from a Board Member, Superintendent or Principal/Supervisor. It is always a good idea to double-check with your manager before taking any action.
  • If you are simply uncertain, STOP!!! Do not click on a link or open an attachment in such an email.
  • Contact the RBUSD I.T. Department for assistance.
  • Always remember the RBUSD Information Technology Department will never send you an E-mail asking for your username or password or have you fill out a form that asks you for your user name or password (we generally already know some of this information, especially if it relates to your email account, so there would never be a reason for us to ask for it again.)
At RBUSD, we use a multitude of security applications on our laptops, desktops, files servers, and E-mail servers. We also use a well-known email security vendor to filter our emails and to help protect us from spam, malware, phishing/whaling and ransomware attacks. If you do receive a suspicious email, please contact the Information Technology Department. Remember do not open any attachments or click on the links
We want to keep you, your information, and our network, safe from outside threats. Please help us by being careful when it comes to links and attachments within your emails.

Walkie-Talkie Radios:
Q: My radio won’t charge, what should I do?

A: Make sure the charger is plugged in and the light is on. Clean the charge contacts on the bottom or back of the radio with a rubber ink eraser.

Q: How do I get new batteries?

A: Help Desk - Main point of contact for all technology issues. The Help Desk can be reached 7:00 a.m. to 4:00 p.m. (except weekends and holidays) at x1234. Or email Helpdesk at 'HelpDesk' in MS Outlook of you unable to put in a ticket..
F.A.Q.s for Students and Parents:
Q: How can I get support?
A: The best why to get support is to contact us through your teacher, site administrator or school site Library. 

Elementary: Please contact your classroom teacher to report any damage or issue with a device. Your teacher will create a Helpdesk Ticket with the student name and email with detailed and specific information about the issue with the device. The IT Department will pick up the device from the school site. Students will be issued a loner while their device is being repaired.


Middle & High Schools: Please go to the Library to report damage or issue with a device. Library Media Tech/school staff member will create a Help Ticket so be sure to include your name and email with detailed and specific information about the damage or issue. The IT Department will pick up the device from the school site. Students will be issued a loner while their device is being repaired.


Q: Do you have an on-line support site?


A: Yes, the Tech Support Site for students and parents.

Q: What is the 1:1 Chromebook program?
A: The purpose of the 1:1 Chromebook program is to provide 21st Century technology to students in order to increase engagement, further involve students in active learning, and to meet and provide students with skills such as communication, collaboration, critical thinking, and creativity. The Chromebook program will help meet the Common Core Standards as well as help students prepare for college and career readiness.
Q: Which students will receive Chromebooks?
A: Students in grades 3-12 in RBUSD will receive Chromebooks.
Q: How will the checkout/check-in process work?
A: After students return the signed Chromebook Agreement, they will be issued their Chromebook. They will be checked out from the school library using the same process used when library books are checked out.
Q: What if my child has homework on their Chromebook but I don’t have internet access at
A: Students will still be able to view and edit Google documents, presentations, and spreadsheets even if they don’t have an Internet connection. Internet Service Providers also offer a low cost service option to help families and households. More information about these programs can be found here. There are also numerous places such as public libraries, restaurants, and coffee shops that offer free wireless.
Q: What is my child’s obligation with this new technology?
A: The student’s Chromebook will be an important educational learning tool in the classroom and at home. They will take it home each day and will be assigned homework or projects on it by their classroom teacher. By signing the Chromebook Agreement, students and parents agree to accept the responsibilities outlined in the document. The most important responsibilities for the student will be to make sure they charge the Chromebook every night and remember to bring it to school every day. If there is an issue with the Chromebook that is not at the fault of your child, the district will do their best to repair/replace the device.
Q: What if my child breaks their device? Will I have to pay for a new one?
A: By signing the Chromebook Agreement, the student/borrower acknowledges and agrees that it is their responsibility to protect the Chromebook and return it in good condition. An optional insurance policy is included in the Chromebook Agreement that parents/guardians can choose to purchase every year.
Q: How do Chromebooks change my child’s school day?
A: Teachers will develop curriculum that is aligned to the Common Core Standards around technology. They will incorporate the use of Chromebooks into their lessons by having students use Google Apps for Education. Students will use the device to collaborate with students through the use of Google Docs, Forms, Slides, etc. Students will also develop digital citizenship skills from lessons taught by their classroom teacher.
Q: What kinds of Internet safety protocols will be in place?
A: RBUSD is using an Internet filtering system called iBoss that will be in effect on your child’s device 24 hours a day, seven days a week. This filtering system is in place at home and at school. This system will filter inappropriate content as well as some social networking sites. Students’ usage will be monitored and/or curtailed. Internet safety lessons will also be incorporated into the digital citizenship lessons given by your child’s teacher.
Q: Do teachers in RBUSD receive a Chromebook?
A: No, teachers will be able to access Google Chrome and Google Apps for Education using the Chrome browser on the teacher laptop that they were already issued.
Q: Who can send my child an email?
A: Your child will only be able to receive email from users inside the RBUSD domain. Students and teachers in RBUSD will be the only people allowed to send your child an email. Parents will not have the ability to email their child.
Q: Where can I learn more about Internet safety and digital citizenship?
A: There are several websites that we have listed under our “Student Digital Citizenship” section on the RBUSD website. These sites outline digital citizenship lessons as well as give a variety of safety tips for parents.
Q: Is the district going paperless or without textbooks?
A: Some of your child’s textbooks will be online. However, there will still be textbooks that your child will need. As we make the transition to digital learning, our district is provides our students and teachers with a learning management system. This will allow students to turn in work digitally to teachers, conserving paper.
Q: What happens if my child forgets their Chromebook at home?
A: Your child’s teacher will be in charge of setting the expectations for the classroom. The consequence may be similar to a situation in which they do not bring a textbook to school. There will not be extra Chromebooks in the classroom, so it is the student’s responsibility to come to school with the necessary materials. The Chromebook Agreement contains a section with more details about Chromebook rules and consequences.
Q: Are students allowed to play games on their Chromebook?
A: The Chromebook will be used as an educational tool in the classroom. There are many applications/games that can provide support to the curriculum if used in the correct manner. We suggest that when your child is using their Chromebook at home, you have them do so in an open area where you can monitor their use. Although Chromebooks are filtered, the parent sets the parameters of what they are comfortable with. You should always monitor your child closely and make sure you know all of their passwords.