Tech Tips for School Provided Devices

Common Problems when Starting the Secure Browser

There isn't a link on my desktop to the Secure Browser.

It's possible that the Secure Browser icon isn't showing on your desktop but did install on the computer.  Click on the 'Start' button in the lower left corner of the screen and then 'All Apps' to list the programs on your computer.  Look for 'CASecureBrowser' and click on it to start the program.

The Secure Browser starts but then the screen turns black.

The SecureBrowser will not run if any other programs are open.  Depending on how many programs open when your computer reboots, it may take several minutes for the SecureBrowser to shut them all down--your screen may be black while the other programs are being closed.  If your screen is black for more than 5-7 minutes, follow these directions to reboot it.

If you continue to have trouble, CAVA computers can reset themselves if there is an error.  To reset:

• Manually shut down the computer (Hold down the power button for a long 10 second count until the computer goes silent and the lights go off.) 

• Wait 10-15 minutes (which should trigger the CAVA system to reload and reset the computer), and then restart the computer.

• Once the computer has fully reloaded and can access the internet, start the Secure Browser.  

Note:  Weird things can happen in Operating Systems, so if the machine freezes or crashes once, try again.  More than twice, though, you have a pattern and it’s probably time to let your teacher know and then reach out to CAVA's Zoom Room or Stride/K12 for additional help.

The Secure Browser starts but then gives an error message.

Take a picture of the message or write down what it says.  Let your teacher know you're having trouble and reach out to CAVA's Zoom Room or Stride/K12 for additional help.  

The Secure Browser says a program is still open or not allowing the Browser to start.

Note which program is still open.  Exit the Secure Browser and quit out of the program that was open.  You may need to 'End' some programs that are running in the background.  See the directions below.

There are other programs that are interfering (Dropbox, Discord, and Microsoft Teams, etc.)

Close the program that the Secure Browser says is causing the problem.  If you can see any program on the task bar or list of open programs, other than the Secure Browser, close it.  

On desktop devices, try going to Task Manager Processes Tab and ‘End Task’ or ‘Force Quit’ buttons any open applications. (Use the key combinations of Ctrl-Alt-Delete on a Windows computer to access the Task Manager/Force Quit Options.)

If you can see any program on the task manager (except for the Task Manager itself or the Secure Browser), close it or 'end' the task.  

Note:  Certain K12 applications run in the background (K12 Microphone Notifications, K12 Terms of Service, etc.).  These background processes should automatically be disabled when the Secure Browser loads, but if not, the applications may need to be stopped. 

If Dropbox is installed, use the Dropbox icon in the notifications area (near the clock) to stop the program and quit out.

The ‘Discord’ application can also cause problems and should be uninstalled.  Directions can be found here:  How to Uninstall Discord on Windows 

If you receive a notification that Microsoft Teams is still running, see instructions below to close it.

To close Microsoft Teams:  

• Launch the Teams app and click on your profile icon at the upper-right corner of the screen. 

• Click on Settings from the menu. 

• Click on the General tab and scroll down to the “Application” section. 

• Uncheck the “On close, keep the application running” box.

If programs are still interfering with the Secure Browser:

WindowsOS:  If  the message still appears on a Windows computer, go to the Task Manager and click on the ‘Services’ Tab.

It is often helpful to click at the top of the ‘Description’ column and use the information there to find the Service that is causing the problem.  Right-click on the service and choose ‘Stop’ to stop the service. 

**Warning:  Stop only what is absolutely needed, stopping services can cause the system to become unstable.**

If you still receive an warning message it is possible that programs are running in the background (we have seen this happen with Windows Photo and Calculator and certain K12 Notifications).  There is an option to disable Background Apps under the Privacy Settings.

Click on the Privacy Settings and scroll down to ‘Background apps’

Choose ‘Background apps’ and toggle the button from On to Off for programs that are keeping the Secure Browser from starting.  You can also choose to turn off all Background Apps.

I have another issue.

Let your teacher know you're having trouble and reach out to CAVA's Zoom Room or Stride/K12 for additional help.