Troubleshooting & Support

Immediate Support Channels for MyPascoConnect

Pasco County Schools has a tiered system of Support Channels for MyPascoConnect. Therefore it is very important to be able to guide users to the right channel, otherwise there will be delays.

For Parents & students (The “myPascoHelp” Ticket System):

• Primary Email ([email protected]): This is the main funnel for account issues, in particular for the Parent Portal (myStudent). When e-mailing, the parent will need to include his or her name, phone number, student’s name, and student’s 6-digit ID number for faster lookup process.
• Parent Portal Phone Line (813-320-8817): This line is specifically for parents who have a problem with registration, connecting students or “Forgot PIN” problems.
• Technology Help Desk (813-794-2859): This is the general IT line for wider technical problems (e.g. a laptop issue – district issued laptops won’t turn on).

For Teachers & Staff:

• Internal Extension From any district phone dial 42859 for immediate IT Support.
• Canvas Support Hotline (1-855-295-9003): Teachers are given a special line to deal with Learning Management System issues: .

Live Chat (Hidden Gem):

There is a Live Chat feature on the district Technology Help Desk website. It has long hours from 7:00 AM to 9:00 PM, which is the ideal admission for working parents who are trying to do any homework troubleshooting in the evening.

Browser Problems accessing MyPascoConnect

A significant portion of Browser Problems accessing MyPascoConnect stems from browser incompatibility.

• The Golden Rule: Always use the Google Chrome. The platform is based on the ClassLink OneClick Extension to “inject” passwords into third-party applications. This is an extension, which is optimised for Chrome.
• “Focus” Error: Users using the myStudent (Focus) portal using Internet Explorer or older versions of Edge will often receive a warning message in the form of a banner message that says: “Focus may not work well with Internet Explorer.” The site might not load the grades/attendance information correctly. The solution for that is to simply switch to Chrome or Mozilla Firefox.
• The Login Loop: If with an app (i.e., Canvas), clicking any piece of the application takes the user back to the login screen over and over again, it is typically a cookie/cache issue.
• Fix: Clear the cache and cookies of the browser. Alternatively try opening the link in an Incognito Window (Ctrl+Shift+N). If it works in the Incognito, the culprit is definitely the browser cache.

• Apple’s iOS ecosystem has a different cookie policy, which destroys the “Single Sign-On” handoff between the web browser and apps.
• Do Not Use Safari: Students on iPads should normally not log in using the Safari browser.
• App Solution: Download the ClassLink LaunchPad app (iOS/Android). Authenticating within this app means that it securely passes credentials to other apps installed on the device such as Microsoft Word or Canvas Student. If you attempt to open these without the LaunchPad “handshake,” you will receive requests for a separate login that the student may not know.

Checkout: Download the ClassLink LaunchPad App on Mobile

“myStudent” App Warning

• There is also a “myStudent” mobile app for parents, but this app also has a lot of usability problems according to the users who used the app in 2024-2025.
• Common Glitches: Users have reported a “double letter” glitch when typing something (ex. “Help” is typed as “HHeellpp” and layout glitches (on newer phones due to buttons being cut off).
• Recommendation: For important activities such as completing emergency cards or viewing report cards, parents are safer on a web portal on a desktop/laptop than they are on the mobile app.

Rostering Latency (The “Missing Icon”):

• If a student logs in and cannot locate a particular app icon (i.e. their Math textbook does not load) this is usually a rostering delay, and not a technical error.
• The 24 Hour Rule: When a student transfers from one school to another, or when a student switches classes, it takes a 24 hour “sync” for the student information system (Focus) to update the dashboard (ClassLink) The icon should automatically come the following morning.