Page 1 of 2

 

Troubleshooting Guide: Please follow these steps to resolve GoGuardian for Teachers connection issues if ALL/MOST​ students are not connecting. If denoted with (***) Google Admin console permissions are required: 1. *** If you see timeline data, but no screen images, ensure that the “Screenshot” setting is enabled in User Settings. 2. If IP restrictions have been set up for your school, check to ensure that students are connected to the proper network. An administrator with Super User permissions can check GoGuardian for Teachers Settings at manage.goguardian.com​ and match those with students’ IP addresses. Students’ IP addresses may be found by having them visit ​ whatsmyip.org​ . 3. If your school uses GoGuardian for Administrators in addition to GoGuardian for Teachers, any IP or time restrictions set in GoGuardian for Administrators under Monitor at School Only ​ will also apply to GoGuardian for Teachers sessions. Ensure that your sessions are not outside the designated time or that your students are not outside the IP range(s). 4. *** If you are using another filter or firewall, including the Google Admin Console blacklist, make sure it is not blocking GoGuardian by adding the following URLs to your firewall’s whitelist (ports 80 and 443): a. goguardian.com b. Kinesis.us-west-2.amazonaws.com

 

Page 2 of 2

 

Troubleshooting Guide: Please follow these steps to resolve GoGuardian for Teachers connection issues when SOME​ students are not connecting. If denoted with (***) google admin console permissions are required: 1. If your students appear as email addresses instead of names in the Teacher dashboard, GoGuardian does not recognize the student. a. Check the spelling of the student email address(es), including the domain, to make sure it was entered correctly. b. Make sure that the student(s) have the GoGuardian extensions present, as indicated in Step 3. 2. If your student’s screen shows ​ “no active tabs”​check your students’ browsing. GoGuardian is able to monitor activity ​ in​ the Chrome browser. This does not include apps and extensions that your students may be using outside of chrome. 3. If appearing offline (orange dot) or if a user can’t be recognized check that the extensions are being received by your students by having them visit chrome://extensions​ and look for ​ Chromium M​ and ​ Chromium License​ . These two extensions should be present and enabled. If not... a. Power wash the student’s device. It may be a device-related issue causing the extensions not to load properly. Follow ​ these steps​ to perform a power wash on the Chromebook. b. *** Ensure that GoGuardian’s two extensions have been pushed to the OUs containing your students’ user accounts. For instructions, please see this set-up guide. 4. Are your students using ​ school-issued Chromebooks​ ? a. If your students are using personal devices, or non-Chromebook devices, GoGuardian can only monitor their activity while signed in to the Chrome browser with their school accounts. For non-Chrome devices, make sure your school has disabled the “Chromebooks only” setting in your administrator dashboard. 5. *** Check which account your students have logged into. To use GoGuardian, your students must sign in to ​ their​ GAFE (school) accounts. a. If your students use different devices at different times, make sure to customize the ​ Idle Settings​ in the Google Admin Console, under User Settings. Set “Lock screen on sleep or lid close” to “Lock Screen.” For added security, change “Action on idle or lid close” to “Logout”.