Frequently Asked Questions
General
Q: What is MassONE?
A: MassONE is the Commonwealth's set of web-based tools designed to support PreK-12 standards-based teaching and learning. It is becoming part of daily life in schools across the state. It consolidates many useful tools and resources into one statewide teaching and learning environment. To learn more, use the links for students, teachers, administrators, Department of Elementary and Secondary Education staff, and organizations on MassONE's home page.
Q: How can I contact the MassONE HelpDesk?
A: You can email the MassONE helpdesk at massonehelp@doe.mass.edu or call 781-338-3020. Customer support is available Monday through Friday from 8:00 am until 4:00 pm.
Accounts
Q: Who is eligible for a MassONE account?
A: Massachusetts public school educators and students are eligible for MassONE accounts. With regards to MassONE eligibility, the term "educator" includes all staff members (superintendent, curriculum director, technology director, principal, teacher, or support staff) who are affiliated with a school. Department of Elementary and Secondary Education staff are also eligible. For special projects, MassONE can provide accounts for educators affiliated with educational organizations and institutions of higher education in Massachusetts.
Q: Is there any cost involved in using MassONE?
A: There is no charge for educators or students to use MassONE. MassONE is a service provided of the Department of Elementary and Secondary Education.
Q: I'm a Massachusetts educator and I want to start using MassONE. How do I get an account?
A: Information on registration is provided on the following pages:
Registration for teachers
Registration for administrators
Registration for ESE staff
Q: How long will it take before my individual account registration request is processed?
A: As a general rule, your registration will be processed within a few days of us receiving your properly authorized request. If we have a question concerning your request, it may take a bit longer.
Q. How will I know when my MassONE account is created?
A: You will receive a welcome email from MassONE containing your MassONE username and a temporary password. The email contains instructions for changing your password, which you should do upon your first log in to http://massone.mass.edu/.
Q: I sent in my individual account registration request and I have not received an email from MassONE. How long should I wait before contacting MassONE?
A: Individual account registration requests are normally created within three days. If you have not received a welcome email within that time frame, contact the MassONE help desk at massonehelp@doe.mass.edu or by calling 781-338-3020.
Q: I lost or forgot my password. Can I get a new password?
A: You can reset your password online by clicking "Forgot your password?" on MassONE's main page, just below the "Login" button. To confirm your identity and protect your security, MassONE requires that you accurate complete all fields on this form. If all of the information you enter matches MassONE's records, the system will send you an email, with a link allowing you to activate the new password. You must click this link to activate your new password. Please note that your username is not sent with the confirmation link. If you do not know your username, you will need to contact your local MassONE Admin or contact the MassONE help desk. Note that if any information you enter does not match what MassONE has on file for you; you will receive a prompt advising you to contact the MassONE Help Desk for assistance. This is done to protect the security of your account.
Q: I used MassONE a couple of years ago and now my username and password won't work. Why?
A: As part of our routine maintenance, MassONE periodically deactivates unusued accounts. If you have not logged in to MassONE in more than a year, your account may have become deactivated. If you are unable to log in, send an email to massonehelp@doe.mass.edu with your full name, school, and district, explaining the situation. We will research your account and help you to promptly resolve the problem.
Q: I received my MassONE welcome email and tried to log in, but got a message saying "login incorrect." I know I'm entering the right information. What's wrong?
A: Usernames and passwords are case-sensitive, meaning that they must be entered exactly as they are written in your MassONE welcome email. If you are still not able to log in after verifying that you are entering the correct information, email us at massonehelp@doe.mass.edu with your full name, school or district affiliation, email address, and a daytime telephone number in case we have to contact you.
Q: I got my MassONE welcome email, but when I logged in and went to my "Profile" page, my birth date was incorrect. What should I do?
A: The reason your birth date is incorrect is that your district or school administrator either did not know your birth date or entered an incorrect birth date when processing your account. You may correct the date on your Profile page.
Q: If my name is spelled incorrectly on my MassONE welcome email, what should I do?
A: We advise that you do not use the account until MassONE resolves the error. Contact the MassONE Help Desk at massonehelp@doe.mass.edu or 781-338-3020 to advise us of the incorrect spelling. We will make the necessary changes and email you when the correction is complete. You may then log in to your account with the revised information we will provide.
Q: I don't like my username. Can I choose my own?
A: Unfortunately, that is not possible. MassONE accounts follow a certain naming convention, depending on whether they are educator or student accounts.
Q: I changed districts or schools. Do I need to get a new MassONE account?
A: No, we can move your account to your new location. Send an email to massonehelp@doe.mass.edu, informing us of your old school and district, your new school and district, and the effective date of your transfer. We will move your account and notify you when is the move has been completed. Your personal folder on the VHD will retain any information that you have stored in it.
Q. I have a new email address. How do I change it so I can be sure I get any emails sent from MassONE?
A: After you log in to http://massone.mass.edu, click the Profile icon at the top of the page, scroll down to the email field, and type in your new email address. When you have finished, scroll to the bottom of the page and click "submit." The change will be made immediately to the MassONE database.
Q: Somehow I ended up with two MassONE accounts. How can I consolidate them?
A: Email us at massonehelp@doe.mass.edu and tell us which of the accounts you want to keep. We will delete the other account and move any information you have into the account you are keeping.
Q: Is my MassONE login the same as my ESE Security Portal login?
A: No, MassONE and the ESE Security Portal are two separate applications. If you need assistance with your ESE Security Portal login, please email loginhelp@doe.mass.edu.
Technical
Q: Will MassONE work on my computer?
A: MassONE will work on any computer that is running one of the following Internet browsers: Mozilla version 1 or higher, Firefox version 1 or higher, Microsoft Internet Explorer version 6 or higher, Netscape navigator version 4.7 or higher, Opera version 8 or higher. MassONE is not officially compatible with Safari or Internet Explorer for the Mac OS.
Q: Are files stored in my personal folder private?
A: Files stored in your personal folder (through the My Folder icon) are not shared and are not accessible by other MassONE users. However, MassONE has the right to give permission to the teachers, the school administrators, and the parents of any student to review the use of MassONE tools by a student who they think may be misusing the system. Users are also advised that messages in discussion forums, including deleted messages, are regularly archived and can be retrieved. In addition, an Internet firewall automatically checks all data moving between the local area network and the Internet and logs the sending and receiving destinations.
Q: Are files shared through MassONE secure?
A: MassONE takes the security of our users very seriously. We do the utmost to insure that files uploaded to MassONE are safe and secure. Files are backed up nightly to prevent data loss, and numerous security measures are taken to prevent unauthorized users from accessing MassONE pages or documents.
Q: While using MassONE I experienced an error. What should I do?
A: If you experience an error in the MassONE software, email the MassONE helpdesk at massonehelp@doe.mass.edu or call 781-338-3020. We will investigate the problem and work to resolve it. When contacting MassONE, please describe what you experienced in as much detail as possible, including the type of browser you were using, your operating system, and any error messages you received.
Classroom Set-up
Q: How can I register my students?
A: Classroom teachers can create student accounts simply by rostering students into their classroom workgroup. The roster tool allows teachers to search for the names of students in their school, select the names, and then add them to the workgroup. The tool will also produce a list of students' usernames and passwords. To access the roster tool, log onto MassONE, click the Admin icon at the top of the page, and then click "Roster Members into MassONE."
MassONE Admins
Q: What is a MassONE District Admin and how can I become one?
A: MassONE Admins are responsible for setting up MassONE serving as the lead contacts for MassONE in their districts. A MassONE Admins will initially be given full administrative privileges for all schools in the district and may then delegate responsibilities to appropriate other educators as desired. For more information, please refer to the MassONE Admin page.
last updated: November 27, 2007
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