Frequently Asked Questions about Remote Learning and Zoom

1. What should I do if my child's remote learning schedule is incorrect on the Nueva community website and/or does not match the class they take?

Your child's remote learning schedule will be active beginning Monday, March 23. Prior to Monday, March 23, special classes in divisions will be scheduled and may not include all of your classes at their correct times. For the week of March 16, please follow the schedule released by your division head and/or grade deans.

If your child's schedule is still incorrect after March 23, please email the appropriate division head to make these corrections. Once the corrections are made, the changes will be automatically updated onto your Remote Learning Schedule page. Please be patient with responses as we anticipate high volume.

2. My student's machine does not have Zoom on it, what should I do?

For Upper School students, or students using home machines:
Make sure you have the Zoom app on your laptop. To check, go to Spotlight and search for ‘Zoom’, or go inti your Applications folder, to look for ‘Zoom.us.app’. If you do not have Zoom, click here to download and install the ‘Zoom Client for Meetings’ app.

For Middle School students using Nueva laptops:
If you do not have Zoom on your Nueva laptop (and you have already checked by doing a Spotlight search AND going into your Applications folder in your Finder window), please have your parents contact the Tech Office using the email account they have on file on their Nueva Community website profile. We will send them instructions. Please be patient with responses as we anticipate high volume.

If you are in the neighborhood of either campus, you and a parent can drive along the driveway or loop, stop safely and in proximity near a building, connect to the Nueva Wi-Fi and restart your computer. Zoom will automatically be installed after the restart. Please login and wait about 5 real minutes to check to see if Zoom is installed by doing a Spotlight search, or going into your Applications folder, to look for the ‘Zoom.us.app’.

For Lower School students using Nueva laptops:
If you do not have Zoom on your Nueva laptop (and you have already checked by doing a Spotlight search AND going into your Applications folder in your Finder window), please have your parents contact the Tech Office using the email account they have on file on their Nueva Community website profile. We will send them instructions. Please be patient with responses as we anticipate high volume.

If you are in the neighborhood of either campus, you and a parent can drive along the driveway or loop, stop safely and in proximity near a building, connect to the Nueva Wi-Fi and restart your computer. Zoom will automatically be installed after the restart. Please login and wait about 5 real minutes to check to see if Zoom is installed by doing a Spotlight search, or going into your Applications folder, to look for the ‘Zoom.us.app’.

Please note: Students do NOT need to register for a Zoom account to be an attendee to any Zoom meeting.

3. How can I test my Zoom installation to make sure I can join a class Zoom?

You can test your Zoom installation here.

4. What are some helpful slide decks I can review?

For parents – Click here for an introduction to Zoom and Google Classroom
For students – Click here for tips and tricks for using Zoom (created by Nueva teachers Katie Saylor, Lissie McAlvey, and Silvia Salcedo)

5. What do I do if, when I try to open Zoom for the first time, Zoom does not open at all?

Your installation of Zoom may not have completed correctly, please click here try downloading and installing Zoom again. However, before you do, please restart your laptop.

  1. First, exit out of ALL your applications by using CMD-Q or going to the app name on the upper left corner of the desktop and selecting 'Quit [App Name]", then restart your computer by selecting the Apple logo on the upper left corner and selecting 'Restart'. Make sure to UNCHECK 'Reopen Windows When Logging Back In'. When you log in again and there are apps that open automatically, like Spotify, please fully exit out of them as well. Spotify and other music or recording apps may conflict with Zoom. Exit them fully, before starting Zoom again. Try to have no apps open when launching Zoom, besides the browser, just in case there is an app conflicting with how Zoom should work.
  2. You can also try to exit Zoom by clicking zoom.us on the upper left menu and then selecti 'Exit', Then try clicking on the Zoom meeting URL again, but this time, select to Cancel the option to open the Zoom. In the browser page, look for a small link called 'Join using my browser' and click on that link.
  3. If you are using a Middle School or Lower School Nueva laptop, please have your parents contact the Tech Office using the email account they have on file on their Nueva Community website profile. We will send them instructions. Please be patient with responses as we anticipate high volume.
  4. If you are in the neighborhood of either campus, you and a parent can drive along the driveway or loop, stop safely and in proximity near a building, connect to the Nueva Wi-Fi and restart your computer. Zoom will automatically be installed after the restart. Please login and wait about 5 real minutes to check to see if Zoom is installed by doing a Spotlight search, or going into your Applications folder, to look for the ‘Zoom.us.app’. Launch Zoom to check to make sure it is working properly.

Please email techhelp@nuevaschool.org if your microphone and/or speaker still does not work. Please do describe what happens, give us the error messages (if any),  and/or give us some screenshots (CMD+SHIFT+4) if you can. We may need you to come into the Tech Office for us to service your laptop. Please be patient with responses as we anticipate high volume.

6. What should my children do if they log into Zoom and the teacher is not there yet?

Your teacher may just be running late, please take this time to encourage the students currently online to mute their microphones and for any students joining in, and please wait patiently for your teacher. Please do not use the share screen feature or chat feature while waiting for your teacher. Take this time to have a calm, quiet conversation amongst yourselves. Elect one student to email the teacher to let them know you and your classmates are waiting.  Be nice and let them know the name of the class that is waiting, and make sure to also include the meeting ID number that appears at the top center of your Zoom window. They may have lost track of time and your information will be super helpful. 

7. What should my children do if they aren't able to hear anything when the teacher is talking on Zoom? 

  1. Please make sure the teacher has not accidentally muted him or herself. Click on the "Participants" button and click "Raise Hand" on the lower right of the new side screen that appears. Use the chat feature to let your teacher know they are muted and to unmute themselves. 
  2. Please make sure your speaker volume is turned up. If it is, leave the meeting. Exit Zoom (by going to the top left menu and selecting 'zoom.us,' then Exit.
  3. Make sure no other audio recording or video recording apps or websites are open, like Garageband, iMovie, Photobooth, or even Quicktime Player.
  4. Go back into the meeting, but instead now click on 'Test Speaker and Microphone' and NOT 'Join using Computer audio'.
  5.  
  6. Run through the tests for your microphone and speaker and make sure your speaker volume is up.
  7. Finally, try clicking on the Zoom meeting URL and select to Cancel the option to open the Zoom. In the browser page, look for a small link called 'Join using my browser' and click on that link to join the meeting. 

If you continue to have trouble, please email the Nueva Technology Department at techhelp@nuevaschool.org. Please include in your email: 1) a description of what happens 2) the error messages (if any) you are receiving and 3) screenshots (CMD+SHIFT+4) of the problem, if you can. We may need you to come into the Technology Office for us to service your laptop. Please be patient with responses as we anticipate high volume.

8. What do I do if I can't see anything when my teacher and class are on Zoom?

  1. Please make sure the teacher has not accidentally hit the 'Stop Video' button in Zoom on themselves. Click on the "Participants" button and click "Raise Hand" on the lower right of the new side screen that appears. Use the chat feature to let your teacher know to click the 'Stop Video' button so everyone can see them.  
  2. Please restart your laptop. First, exit out of ALL your applications by using CMD-Q or going to the app name on the upper left corner of the desktop and selecting 'Quit [App Name]", then restart your computer by selecting the Apple logo on the upper left corner and selecting 'Restart'. Make sure to UNCHECK 'Reopen Windows When Logging Back In'. When you log in again and there are apps that open automatically, like Spotify, please fully exit out of them as well. Spotify and other music or recording apps may conflict with Zoom. Exit them fully, before starting Zoom again.

If you continue to have trouble, please email the Nueva Technology Department at techhelp@nuevaschool.org. Please include in your email: 1) a description of what happens 2) the error messages (if any) you are receiving and 3) screenshots (CMD+SHIFT+4) of the problem, if you can. We may need you to come into the Technology Office for us to service your laptop. Please be patient with responses as we anticipate high volume.

9. What do I do if my speaker or microphone fail the 'Test Speaker & Microphone' tests within Zoom?

  1. Please restart your laptop. First, exit out of ALL your applications by using CMD-Q or going to the app name on the upper left corner of the desktop and selecting 'Quit [App Name]", then restart your computer by selecting the Apple logo on the upper left corner and selecting 'Restart'. Make sure to UNCHECK 'Reopen Windows When Logging Back In'. When you log in again and there are apps that open automatically, like Spotify, please fully exit out of them as well. Spotify and other music or recording apps may conflict with Zoom. Exit them fully, before starting Zoom again.
  2. Click on the Zoom meeting URL and select the "Cancel" option to open the Zoom. In the browser page, look for a small link called "Join using my browser" and click on that link to join the meeting. Again, make sure no audio recording or video recording apps are open, like Garageband, iMovie, Photobooth, or even Quicktime Player.

If you continue to have trouble, please email the Nueva Technology Department at techhelp@nuevaschool.org. Please include in your email: 1) a description of what happens 2) the error messages (if any) you are receiving and 3) screenshots (CMD+SHIFT+4) of the problem, if you can. We may need you to come into the Technology Office for us to service your laptop. Please be patient with responses as we anticipate high volume.

10. What do I do if the video or audio is choppy and/or cuts in and out when I'm in a Zoom session?

Please try the following:

  1. Exit all unnecessary apps (especially apps that use the camera or microphone, such as Photobooth, Spotify, and iMovie). Be sure to exit all Adobe Creative Cloud apps. (Note: To exit an app, press Command-Q on your keyboard while the app is open on your screen; press   Command+Tab to see what apps may still be open. While holding down Command, press the Tab key to cycle through apps).
  2. If students are using Chrome, make sure there are not a lot of Chrome tabs open as each tab takes up RAM memory. For Upper School students, use a Google extension/add-on, like 'The Great Suspender' to suspend the tabs, OR use the Bookmark feature if you can't bare losing your place. Using bookmarks are good for Middle or Lower School students.
  3. See if you can move the student and the device physically closer to the Wi-Fi station in the house.
  4. Have your children turn off their video feed by clicking "Stop Video" when they join meetings. This will save on bandwidth.
  5. Have your children keep themselves muted to just hear and see the class. If they want to contribute, then they can unmute themselves.
  6. Ask yourself: "Is there is anyone in the household streaming video from Netflix, Hulu or other video streaming services and/or playing online games?" If so, can they pause during the session?
  7. If competition for bandwidth is an issue in the household, you can also contact your Internet Service Provider to see if they can bump up your bandwidth during this difficult time. Please note they may still charge you for the increase in bandwidth.

11. How can I enact enact parental controls on my children's Nueva laptops to control usage and total screen time?

You can use the built-in Apple parental controls, which are found within System Preferences (located under the main Apple logo icon on the upper left corner of the desktop) to turn on some basic parental controls. Additionally, parents may email the Nueva Technology Department at techhelp@nuevaschool.org using the email account they have on file on their Nueva Community website profile to be sent a parent admin account to use to activate Apple's parental controls. Please be patient with responses as we anticipate high volume.

With Apple Parental Controls, you can:

  • Limit the total time your children can use the laptop on a per-day basis. This is total number of hours the laptop can be turned on during a weekday and/or weekend.
  • Limit the sleep and wake times on the laptop on weekdays and weekends. Settings these times will direct the laptop to automatically log out at a designated evening hour. Likewise, the system will not let the student log in until after a specifically designated morning time.  
  • To extend the sleep and wake times, you can also bypass the automated log out by logging in using the parent admin account ; however, we recommend not doing this unless absolutely necessary, because then the set boundary is never fixed. Students who have a limited time on the laptop are more likely to focus on getting their homework done first, before their laptop auto logs off.
  • Have children give their parents their laptops at the end of each evening. We recommend doing collecting laptops an hour before bedtime as studies have shown that no screen time an hour before bed leads to students going to sleep faster and having better sleep quality.
  • Block certain apps. To do this, allow all apps, then deselect the apps you don’t want them to access. 
  • Block specific websites. To do this, parents must manually create a list of blocked sites (e.g. Reddit or YouTube). Please note some homework assignments may require students to view a video on YouTube, so there should be another machine available at home where they can view the video, if necessary for homework.

If you would like more parental controls than available in the built-in Apple parental controls, consider the following solutions:

Network-based Parental Control Devices
For any device on your home network (phones included)

KoalaSafe 
Roqos
Circle
Gryphon
pcWRT
Luma

Browser-based Parental Control Apps
Note: they only sometimes work within browsers and not apps loaded onto the machines)

Cold Turkey
Focus
Freedom
FocusMe

Operating System (OS)-based Parental Control Apps
These control both installed apps AND browser activity on a laptop. They sometimes might interfere with how certain apps work and may slightly slow down machine performance. 

Qustudio

Please note some of these solutions required payment. Payment for these solutions is the responsibility of the families.

For browser-based or OS-based parental control apps, parents may email the Nueva Technology Department at techhelp@nuevaschool.org using the email account they have on file on their Nueva Community website profile to be sent a parent admin account to use to activate Apple's parental controls. Please be patient with responses as we anticipate high volume.