Listen & Empathize (Something you already do well!)

• Students and LCs may be stressed, but knowing that someone is trying to help can lower their anxiety.

• If the student/LC is concerned about finishing in time, remind the student/LC that we have two additional weeks just for makeup tests.

Communicate & Describe

1. Ask the student to share their screen in Zoom (or share their phone's camera as it faces the computer screen).  

2. If they can't or won't share their screen, bring up the same programs/screens on your computer--it'll help you 'see' what they're seeing and walk them through the steps.

3.  It helps to give an overview of what you are about to ask them to do BEFORE you ask the student/LC to start (think Learning Targets!). “I’m going to walk you through how to close the programs that are open.” “We’re going to reinstall the Secure Browser.” 

4. It may be difficult for the student/LC to find buttons or links so use visual clues to help the student/LC find where to go on the page—up/down, left/right, colors, and shapes.

5. Walk the student/LC through multi-step tasks slowly (you can go faster if they seem to be keeping up) and confirm at each step.

6. Check for understanding if you’re not clear about what they are seeing or doing or they seem confused with your directions.

   • What do you see on your screen?

   • What buttons do you see?

   • Describe what is the computer doing now?

7. Keep important people in the 'loop'.

   • Depending on the tech issue and how long it takes for a resolution, the teacher may need to reschedule the student for another day or arrange for makeup testing.  

   • If there's going to be a delay in the student being able to return to the test session:

     • Send an email to the student (which will automatically be CC'd to the LC) confirming the next steps.

     • Reach out to the teacher and CC the Admin Designee to let them know the status and a potential timeline for when the student should be able to access the testing session. 

• Ask the student to describe the problem and share with you what steps they've already taken to try to solve the issue.

• Use our Tech Support Resources to Troubleshoot the Issue

  • Quick Troubleshooting by Topic:  Common issues are listed with links to the steps in the 'Step by Step' Troubleshooting document.

  • Step by Step Troubleshooting:  Step by step troubleshooting options (this is an updated version of the same site we used last year).

When the problem has been solved and a student is ready to go back to testing:

Ask them what their teacher told them to do when the computer was working again:

• Potential Option 1:  If they have their SSID, have them restart the Secure Browser and login to the test.

• Potential Option 2:  Have them go back to their Engageli or Zoom Classroom to let their teacher know that their computer is ready to test.

• Potential Option 3:  Have them reach out to their teacher directly (email/text/phone) to let them know their computer is ready to test.

Self-Help Options for Families

If the family doesn't have time to work through troubleshooting with you and would like to try troubleshooting on their own, they can use a family-facing version of the Step by Step Troubleshooting Site:  CAASPP Tech Troubleshooting for Families 

They can also contact K12 directly:  K12/Stride Tech Support or 866-512-2273

It’s okay to NOT know the answer.  Computers and software are complicated and sometimes have weird behavior.  

Let the student/LC know that you’re going to look into the problem further and then follow up with them.  Make sure to get their contact info.

• Secure Browser Issues

  • Step 1:  Brainstorming is often a great way to work through tech issues.  Post a description of the problem in the Teams Group and what you've tried and see what the IC think-tank has to say.

  • Step 2:  If you've exhausted other options, reach out to Trish (trweber@caliva.org or in Teams).  CAASPP has tech staff dedicated to browser issues and she'll reach out to them for help.

  • Step 3:  Find out who the student's teacher is and send an email to let them and their Admin Designee know the status of the problem.  (The list of teachers and Admin Designees is in the 'Helpful Resources' at the bottom of the Home page.)

  • Step 4:  Follow up with the family and teacher the next day and let them know the status (see the 'Keeping Important People in the Loop' suggestions above).

• Hardware Issues

  • See Step 1 Above! :-)

  • Step 2:  Put in a K12 Tech Ticket using the 'K12-Submit A Case' Link and include details about the problem, what you've tried, and any error messages and behaviors that are happening.

  • Step 3:  Find out who the student's teacher is (ask the family or use the information in TotalView) and send an email to the Homeroom teacher and Admin Designee to let them know the status of the problem (see the 'Keeping Important People in the Loop' suggestions above). The list of teachers and Admin Designees is in the 'Helpful Resources' at the bottom of the Home page.

  • Step 4:  Follow up with the family in 24-48 hours.

  • Step 5:  If the family has not received a response or a resolution within 48 hours reach out to Trish (trweber@caliva.org or in Teams) for additional options.