WHAT IS THE PURPOSE OF THIS TUTORIAL?

This guide provides some common troubleshooting steps for students who are having common issues in SchoolCity. 

If you experience technical issues that are not fixed using the directions in this guide, please e-mail helpdesk@iusd.org. Hours of operation: 7:30 AM - 4:00 PM Monday - Friday. 

SchoolCity Link Does Not Work 

• Ensure that you are going to the correct Student Portal URL: https://online.schoolcity.com/iusd
• If the issue persists, try clearing your device's browsing data by following our guide.

Invalid User Name / Invalid Authentication

Please email helpdesk@iusd.org with the following: 

• Student’s first and last name
• School name
• Grade level
• Name of teacher

Test Is Not Visible

• Blank Screen After Clicking the Test: Try clearing your device's browsing data by following our guide. If this does not work, try restarting the Chromebook or using a different Chromebook. If issues persist, email HelpDesk@iusd.org
• Test Has Not Been Submitted:  Please contact your child’s teacher to activate or re-activate the test.
• Test Has Been Submitted: If the test has been submitted, the test is no longer available to access. 

Test is Visible, But Not Available

This might happen if you try to take a test outside the testing window (including before the window is open, after it closes, or outside the hours the teacher has set up for students to test).
 

Please contact your child’s teacher to find out when the test is available. 

Computer Frozen

Do not refresh or reload your browser.

This may occur for a number of reasons. We suggest trying the following:

• If you see a message to wait or close the browser, select Wait the first time the message appears.  
• If this does not work, select Close the browser or Exit SchoolCity. Try these steps: 
  • Clear your device's browsing data by following our guide.
  • Log back into SchoolCity.  
    • If you do not see the test, contact your child’s teacher to reactivate it. 
• If the computer continues to freeze or hang up:
  • Restart your computer
  • Verify the device meets SchoolCity’s recommended system requirements
  • Check your home internet performance
• If the issue continues, please contact helpdesk@iusd.org with the following information: 
  • Student’s first and last name
  • School name
  • Grade level
  • Name of teacher
  • Name of assessment
  • Information to assist in troubleshooting:
    • The type of computer (PC or Mac) or mobile device (Chromebook, iPad, iPhone, etc.) the student is using
    • The operating system (Windows or OS X, Android, iOS) and version
    • The web browser (e.g., Chrome, Firefox, Safari, Edge) and version
    • How the machine/device connects to the internet (e.g., WIFI, hard-wired, mobile hotspot)
    • Detailed steps leading up to the error that we can attempt to replicate

Page or Images Not Loading

Do not refresh your browser. Please try the following steps:

• Use the Previous or Next button to navigate away from the page and back to it. This may force the system to reload the page/image.

• If, after multiple attempts, the image does not load:
  • Use the Finish Later button to exit the test and close the browser. 

• Clear your device's browsing data by following our guide.
• Log back into SchoolCity. 
  • If you do not see the test, contact your child’s teacher to reactivate it. 

Save and Exit the Test

• If a student needs to exit the test and complete it at a later time, please use the Finish Later button to save the progress and exit the test. This will not submit the test.  

The student will be able to finish the test during the days/times it is available.

This document was created for Irvine Unified School District by the Information Technology Department.

If you have any questions, submit a new ticket or email us at helpdesk@iusd.org. 

Updated 4/1/2026 [EP]