Tech News Archive

Errors Connecting to File Locations and Opening Microsoft Applications - 

Update (07/17/23)

1. Some users are continuing to have issues with Microsoft applications.  When a user tries to open a document or spreadsheet, the application will open, but the page or document is blank.  

• The immediate work around is to upload the file to OneDrive and open the file online.

•  Another solution is to right-click on the name of the Word file in File Explorer and left click on Open With and select Word Pad.

• If you are having an issue, and you would like to put in an incident, please do so at https://jpsd.samanage.com We cannot resolve any issue unless the user is on the District network, and present with their device.  We cannot resolve any issues or anyone that is not on the JPSD network.

2. Some users are having an issue with an error that appears on the computer when they login or click on Documents, Desktop, or Downloads.  

• Users can click on cancel each time the message appears. 

• Use Save As when saving and choose a new file location such as OneDrive or a flash drive.

3. We are currently recommending that computers updated by JPSD IT in the past week not restart or logout unless it's absolutely necessary.  Users can simply close the top on their laptop or lock their desktop. 

4. Offline file sync is not correctly syncing files. While users are at work, on the JPSD network, all files are available at \\jpsd-files\user\<username>.  When a user leaves work, the files are no longer available.

• We are working to resolve this issue as quickly as possible.  In the meantime, please upload any file you need work on when you are not at work to your Microsoft OneDrive folder.

All of the recent changes are necessary to improve both the efficiency of the services we provide as well as the security of all user's data. We appreciate your continued patience as we work to resolve the issues.

Last Update: 7/31/2023

Service Requests for Instructional Applications

The Office of Instructional Technology would like to welcome you to the 2023-2024 Academic School Year! We know you are eager to access content within your Clever portal accounts. However, we ask service requests about instructional technology applications NOT be submitted as this time. SAM data is the source for all students and classroom teachers.  Therefore, you will not see any updated content until schedules have been completed in SAM and the sync between all systems has occurred. We ask for you to please be patient; this will take time for the school-level counselors to complete across the district.  

JPS ITS cannot make changes to SAM. Only the school can make changes to SAM. 

For a teacher to be in Clever attached to their classes the following elements must be correctly entered into the employee folder in SAM: 

• Correct employee ID number 

• Correct email addresses - jackson.k12.ms.us is primary, jpsms.org is secondary. 

• Teachers must have courses assigned to them in SAM and the courses must have students enrolled in the courses. 

• Teachers must be assigned to the correct school and have the correct position. 

• It takes 24 - 48 hours for changes made to an employee folder in SAM to be reflected in Canvas. 

For a student to be in Clever attached to their classes the following elements must be correctly entered in SAM: 

• Correct student MSIS number entered in both the Student ID field and State ID field. 

• Student ADA Grade and Chrono Grade must be correct and the same. 

• Correct student email address must be entered. 

• Student must be enrolled and have a valid entry code. 

• Student must have an active schedule at only one school. 

7/6/2023: Errors Accessing Files

Known Issue Update - Errors Connecting to File Locations and Opening Microsoft Applications (07/06/23)

Issues

1. After user files were copied to the new secure storage location on June 29, several policies failed to redirect users to the new location and are no longer redirecting offline files.  Files may be unavailable to users when off the JPS network.

2. Additionally, some users are unable to see the content of Microsoft files such as Word, Powerpoint, or Excel. The files open, but the page is empty or is a big white space.  According to Microsoft, this is a known issue when moving files and shares.

Solutions

Issue One Solutions

1. IT personnel must manually review the computer and delete a file from the computer.  This will be done on request only as the issue does not impact everyone. This is not a permanent solution, but a short-term work around.

2. All user files can be located by opening \\jpsd-files\user\<username> where username is your employee username.  After navigating to the location, open the Documents folder.  If you saved things on your desktop, find your computer in the list of folders, and then double-click on the Desktop file inside the folder. 

3. Offline files are not syncing.  If you need access to files located at \jpsd-files\user\<username> while you are away from JPS, please upload the files to OneDrive or save them on a flash drive temporarily.  We will notify users when this is resolved.

4. Click "no" when your computer tells you that you do not have access to \\svr-fss-4\username\Recycle Bin. You may need to click "no" several times.  This video will show you how to find your files. This works ONLY when you are at work!

5. Until the issues are resolved, please upload your files to Microsoft OneDrive and use the Microsoft Online products.  That will solve 99% of all problems.

Issue Two Solutions

1. Users can open any Microsoft file in Office365 by uploading it to OneDrive, or by selecting "Edit in Browser" when opening a Word, Excel, or PowerPoint file.