FAQ

My Smart device will not connect. What should I do?

Please navigate to the Connecting To Wi-Fi page and follow the instructions listed under "Gaming and Smart Devices"

If your device is still unable to connect after following these steps, please find your device's MAC address and submit a support ticket at studentsupport.lawrenceville.org.

How do I reset my password?

If you have forgotten your network password, you can easily reset it through our Password Management System.

This secure portal allows you to update your credentials at any time without needing to visit the Help Desk in person.

To Reset Your Password

1. Access Password Reset Portal: Begin by navigating to the Password Reset Site. Once the page loads, locate the Sign In form and click the link labeled "Forgot your password?" to start the recovery process.

2. Verify Security Code: Enter your school username and the Captcha code exactly as it appears on your screen. If the code is difficult to read, you can click the circular arrow icon to generate a new one or the speaker icon to have it read aloud.

Troubleshooting Tip: If the site rejects the Captcha code after multiple attempts, close all related browser tabs and try again in a new window or use a Private/Incognito session.

3. Confirm Identity: To protect your account, you will be asked to verify your identity. Use your preferred secondary authentication method, such as your Google Authenticator code, Yubikey, or your pre-configured Security Questions.

4. Create New Password: Once verified, you will be directed to the Change Password form. You must complete this step within 10 minutes, or the session will expire and you will need to restart from Step 1.

Enter your new password into both "New Password" fields. As you type, green checkmarks will appear to confirm that your password meets the specific security requirements listed below the form.

5. Finalize and Sync Device: When you are ready, click the "Change password" button to update your account immediately.

Important Note: After resetting your password, you must manually update the Wi-Fi settings on all your devices (phones, tablets, and laptops) to reconnect to LVwlan. You may also be prompted to sign in again to your Lawrenceville Google account on any device where it is currently active.

How do I submit a ticket?

1. Log In: Navigate to Student Support site. Enter your Lawrenceville email and password, and click the Login button.

2. Open Ticket: On the dashboard, click on the appropriate icon to create a ticket. If you are unsure of what the issue may fall under, select "Submit New Incident."

3. Enter Details: In the Description text box, type in a brief explanation of the issue you are experiencing.

4. Fill in Additional Details: In the custom field area, fill out the necessary information. This helps to collect additional information for support.

5. Save and Submit: After filling out the necessary details, please save and submit your request by selecting the Save button in the upper left hand corner. After your ticket is submitted successfully, you will then receive a confirmation email from support@lawrenceville.org.

I cannot open any web page, but I am connected to LVwlan. How do I fix this?

For MacOS users, ensure that you have the following:

1. Disable Private Wi-Fi Address: Open System Settings, navigate to Wi-Fi, click on Network Settings for the LVwlan connection, and toggle Private Wi-Fi address to Off to ensure your device is recognized by the campus system.

2. Correct Login: If you are unsure if you have the correct credentials, forget and re-connect to the LVwlan network. Click the Wi-Fi icon (the fan-shaped symbol) at the top-right of your screen, and select the three dots next to LVwlan from your Wi-Fi menu. Select "Forget This Network" and re-join to LVwlan using the steps listed in Connecting to Wi-Fi.

For Windows users, make sure you have the following:

1. Correct Login: If you are unsure if you have the correct credentials, forget and re-connect to the LVwlan network.

Check the box for "Connect automatically," then click Connect. Type in your Lawrenceville username and password and hit Next. Your connection should display as Connected.

I downloaded and installed Adobe Creative Cloud, but they are showing up as Free Trials. How do I fix this?

If you are enrolled in a course that requires Adobe Creative Cloud, your teacher will automatically request access on your behalf at the start of the term. Once the request is processed, the ITS Department will grant your account permissions and send a confirmation email to your school address.

Please wait for this official notification before attempting to sign in; once you receive it, you can follow the steps listed in Applications to download your software and begin your coursework.

If you have already received a confirmation email, please review the following steps:

1. Sign Into Adobe Portal: Begin by navigating to the official Adobe Creative Cloud for Education site. Click the 'Sign In' button in the upper right-hand corner of the page.

2. Continue with Google: Select the 'Continue with Google' option, and select your school email address (e.g., jdoe26@lawrenceville.org).

*If you are prompted to select an account type, choose "School Account". Do not select "Personal Account," as your school license is tied to your institutional identity.

I am trying to print, but it stays on Hold For Authentication. What do I do?

If the print queue displays a "Hold for Authentication" message, click the Refresh icon next to the document name.

A login window will appear requesting your network credentials. Enter your Lawrenceville username and password.

To avoid repeating this step in the future, check the box labeled "Remember this in my keychain" before clicking OK.

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