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K12 Tech Support (866-512-2273), https://www.help.k12.com/s/submit-a-case
Common Reasons for this Issue: The student is either located outside the contiguous 48 states or their computer is using a network server that is reporting it is outside the United States.
Ask: What does your screen look like? Where are you located?
First Step: Break out of the Error Message
Use the Task Manager (Ctrl-Alt-Delete) to end the 'Secure Browser'. You may need to reboot the computer if the Windows Task Bar does not appear. Hit Ctrl-Esc to bring up the Start menu and choose the power button to reboot the computer.
Second Step: Confirm the IP Address
Once at the desktop, ask the student to open an Internet Browser window and go to the link (https://whatismyip.org)
Write down or take a screenshot of the details for IP Address, City, State, and Country.
Third Step: Ask the student where they are located
The student is located outside the US.
If the student is located outside the US, they cannot take the test and should contact their teacher.
Fill out the Forbidden/Blocked Error Message Form to notify the Principal and Sarah Neuenschwander.
Use the email template found below to send an email to the teacher and Admin Designee to let them know of the referral to the administrative team.
The student says thay are in the US.
If the student says they are in the US, ask them if they are using a VPN (Virtual Private Network).
If they do not know whether they are using a VPN, ask them to ask their LC or another responsible adult at their location.
VPNs are often used to safeguard network traffic from unauthorized access, but they can also be used to mask a computer's location which could cause the Secure Browser's servers to think the student's computer is in another city or outside the US.
Option 1: IF the student is using a VPN set to a location outside the US, the VPN must be set to a US server or turned off (the way to do this is individual to each program, but should be fairly apparent).
Quitting out of the program may be enough to turn off the VPN.
Retry the Secure Browser to see if it will start. If it doesn't, reach out to Trish (trweber@caliva.org or in Teams) for more steps.
Option 2: Check to make sure Microsoft Teams is not running. If it is, 'end' the program (See Step 9 on the IC Tech Troubleshooting Site for additional directions). Try the Secure Browser again.
Option 3: Have the family contact their Internet Service Provider (ISP) and explain the situation. The ISP may be able to troubleshoot the issue and assign an IP address located in the US. Note: If the ISP is located outside the US, but the student is located INSIDE the US, that could be a reason for the error. Non-US ISPs use IP addresses assigned to the country in which the ISP is located.
Optional Step: If the student isn't sure who their ISP is, run a search at ipapi - Bulk IP Lookup Tool | Locate IP Address on a Map and put the student's IP into this search tool. It will give you the student's geolocation AND the ISP (far right of the screen).
Option 4: Have the student try accessing the Secure Browser from another network (friend, family, library, etc.)
Option 5: If all the other options fail, reach out to Trish (trweber@caliva.org). There may be an option to use a VPN to convince the Secure Browser that the student IS in the US. It's worked in limited cases.
Next Steps if the error is unresolved:
Follow the tasks in the Third Step above to fill out the Forbidden/Blocked Error Message form and then email the student’s teacher and Admin Designee.
Common Reasons for this Issue:
Are they in Airplane Mode?
The student's bandwidth isn't enough for the test to run successfully.
Ask: Could it just be a low bandwidth day? Are they close to the Internet Router? Anyone else at home using the Internet?
Next Step: Click on the blue link above to go to the options for troubleshooting Internet Access.
Ask: Was the computer working during practice tests? Are they in Airplane Mode?
Next Step: Click on the blue link above to go to the options for the Internet Connectivity Test.
The Secure Browser CAN be installed on a Mac, but it may be complicated. Families are welcome to try to walk through the steps. If they are unsuccessful, request a CAVA laptop.
Click on the blue link above to go to the directions to install the Secure Browser on a Mac.
If they were unsuccessful:
Ask: Are any Windows-based computers available (from the LC/sibling, etc.)
Next Step: Have the family try to install the Secure Browser.
Next Best Option: Request a computer from K12
Depending on how many weeks are left of testing, you may be able to request a computer by emailing operations@caliva.org. Follow the directions here: Requesting a School Issued Computer
If you have questions, reach out to Trish for more information.
Student is working on a chromebook
Student is working on a chromebook
The Secure Browser CAN NOT be installed on a personal Chromebook. The student will need to use another computer (preferrably Windows-based).
School-Managed Chromebooks CAN run the Secure Browser--please reach out to Trish if help is needed. There are three CAVA students with Chromebooks: C. Macedon 7698095, A. Rothermel 7700005, I. Riley 7191790
Ask: Are any Windows-based computers available (from the LC/sibling, etc.)?
Next Step: Request a computer from K12
Depending on how many weeks are left of testing, you may be able to request a computer by emailing operations@caliva.org. Follow the directions here: Requesting a School Issued Computer
If you have questions, reach out to Trish for more information.
Student is working on a mobile device
Student is working on a mobile device
The Secure Browser CAN NOT be installed on a mobile device. The student will need to use another computer (preferrably Windows-based).
Ask: Are any Windows-based computers available (from the LC/sibling, etc.)
Next Step: Request a computer from K12
Depending on how many weeks are left of testing, you may be able to request a computer by emailing operations@caliva.org. Follow the directions here: Requesting a School Issued Computer
If you have questions, reach out to Trish for more information.
Common Reasons for this Issue:
K12 pushed out a copy of the Secure Browser to all CAVA computers, but if the student didn't have the device on, the install may not have happened correctly.
Personal devices require the student to install a new copy of the Secure Browser manually each year.
Next Step: Use the directions in the blue link above to reinstall the Secure Browser.
Other Browser Installation Error Scenarios
There is a pop up that says, "Do you want to allow this app to make changes to your device?" and is asking for an Admin Password.
Windows 11 has new security options that can restrict installing applications. K12 doesn't ship the computers with this option turned on, the user (or LC) needs to change the default settings of the system for this to happen.
Ask the student to speak with their LC to 'undo' any settings and security changes they might have made.
If the LC can't remember what setting was changed, have the family reach out to K12 tech support to restore the abiliy to download and install programs.
There's an error message that says, "The app you're trying to install isn't a Microsoft-verified app"
There are versions of Windows 10 and Windows 11 where the student is limited to downloading apps ONLY from the Windows Store. This safety feature is called 'S Mode.' The system CAN be changed from S Mode, (see directions here), but the LC will need to make the changes since they are a security-related setting.
Common Reasons for this Issue: The script that gives the directions to the computer to shut down all programs and restart can sometimes take a while (depending on what it has to shut down or if it runs into a problem). We have seen it take up to 10 minutes to reboot.
Ask: What do you see on your screen? Is it black or are there any boxes with information?
Next Step: Use the directions in the blue link above to reinstall the Secure Browser and continue through troubleshooting steps if needed.
Common Reasons for this Issue: Some programs--including Microsoft Teams and Discord--may need to be uninstalled for the Secure Browser to work. Logging out of those programs isn't enough.
Ask: What do you see on your screen? What program does the Secure Browser think is still open?
Next Step: Use the directions in the blue link above to work through closing and/or uninstalling programs that are interferring with the Browser.
Common Reasons for this Issue: The script that gives the directions to the computer to shut down all programs and restart can sometimes take a while (depending on what it has to shut down or if it runs into a problem). We have seen it take up to 10 minutes to reboot.
Ask: How long has the computer been frozen? Is it black or is there any writing on the screen?
Next Step: Use the directions in the blue link above to reinstall the Secure Browser.
Common Reasons for this Issue: The computer has not installed the most recent version of the Secure Browser (Version 16) OR the student is trying to use a personal Chromebook.
Ask: Is this a CAVA Computer or a personal device?
Next Step: Use the directions in the blue link above to reinstall the Secure Browser.
The SSID or name is incorrect
The SSID or name is incorrect
Common Reasons for this Issue: Students put incorrect information in the boxes or put an extra space before or after by mistake.
Ask: Do you have the login information your teacher gave you?
Next Step: Have the student put the information in again--make sure to have them type it in and NOT use copy/paste
Alternative Step: If the information still doesn't work, take the family's contact information down, email the teacher explaining the situation, and have the teacher verify the SSID and login information with their Admin Designee and communicate with the family.
Common Reasons for this Issue: Some programs--including Microsoft Teams and Discord--may need to be uninstalled for the Secure Browser to work. Logging out of those programs isn't enough.
Ask: What do you see on your screen? What program does the Secure Browser think is still open?
Next Step: Use the directions in the blue link above to work through closing and/or uninstalling programs that are interferring with the Browser.
Common Reasons for this Issue: K12 student computers have a series of notifications that let the student know specific information for privacy and policy purposes. Sometimes these notifications pop up without warning, even though they are supposed to be surpressed by the Secure Browser.
Ask: What do you see on your screen? There should be a box with information, can you read me what the message says?
Next Step: Use the directions in the blue link above to end the problematic notification(s). Please reach out to Trish and let her know if this issue occurs so she can track the issue with K12.
Note: The student can try to stop these notifications, but they will probably return. If these 'K12 Notifications' are interrupting the browser, the student needs to reach out to K12 tech support to request a new computer. A temporary workaround would be to have the student use another Windows computer to test (sibling, LC, etc.), but the problem can only be fixed by reinstalling Windows (not something normally done remotely).
Common Reasons for this Issue:
The student's microphone/speakers are not turned on
Next Step: Use the directions in the blue link above to troubleshoot the issue.
The microphone/speakers are not installed properly.
Next Step: Use the directions in the blue link above to troubleshoot the issue. IF you find that the microphone is not installed, use this form (Microphone Reinstallation Request Form) to request that K12 reinstall the driver remotely.
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