Tech Help for Families

**Verizon offers affordable Internet at home for eligible households. Visit Internet Essentials for more information.

Troubleshooting Steps

Step One - Test the Speed

On multiple devices, test the internet speed (download and upload)

• On a laptop or desktop, visit www.speedtest.net or https://fast.com

• On an iOS device, download Speedtest by Ookla

• On an Android device, download Speedtest by Ookla

A good internet download speed is at or above 20 Mbps. These speeds will support most online activity.

Step Two - Move Closer

• Move closer to your modem and router and run the speed test again.

• Proximity to that equipment does make a difference.

• Do you get the same speed results?

  • If your speed is still slow, continue below.

If the speed is improved significantly, move your work space closer to your modem and router or look at purchasing a Wifi extender (https://www.tomsguide.com/us/best-wifi-extenders,review-2225.html)

Step Three - Restart the Device

• If just one device is showing poor speed but other devices are fine, restart that one device.

• If necessary, have that device forget the wireless network and reconnect.

• After a restart, test the speed again on that device.

Camera not found

Step Four - Restart the Modem and Router

If 2 or more devices are showing poor speed, you can restart the modem and wifi router.

• Modem brings Internet to your home

  • A modem is a small box that connects your devices to the internet using cables. There is typically a coaxial cable or phone line connecting the modem to your Internet Service Provider (ISP).

• Router brings Internet to your devices

  • A router is a small box that sometimes has large antennas which sends the wireless signal throughout your house.

• Some ISPs provide a combined modem and router box (https://www.xfinity.com/hub/internet/modem-vs-router)

• Restart both of these devices by unplugging them for 10 seconds and plugging them back in.

  • Wait about 5 minutes after connecting them back to power for them to reconnect.

• After a restart, test the speed again on multiple devices.

Adobe CC

• Students assigned an Adobe CC account can access the Adobe suite of applications for use on their qualifying devices.

• Students need to browse to https://www.adobe.com/ and click Sign In on the top right

• Use your full Haverford email account to sign in …and click continue (username@haverford.org)

• Next, choose only the Company or School account option

• You will then be redirected to another authentication dialog

  • Enter only your username here and password. DO NOT enter the @haverford.org part (username; pw)

You will then land on your Creative Cloud account page. Click Open under Your Services to access the Adobe Desktop Apps for installation

Additional related troubleshooting steps can be found here: https://helpx.adobe.com/manage-account/kb/account-password-sign-help.html

Ensure Camera Access

On Chrome click the lock to the left of the address bar and make sure Camera and Microphone are set to Allow.

Meet Sign In

• Students MUST be signed on with their Haverford Google account in order to attend a Google Meet assigned by the teacher.

• Be sure to sign out of all other gmail accounts on your browser before signing into your Haverford account as they would be the primary account.

Audio

• Headsets or earbud style headphones are recommended for live meetings; you do not need specialized models with a microphone. Computer speakers can create feedback or an echo for other people.

• Students should remain muted until asked to speak to help keep the audio channel clear.

Video

• If the video is not working, make sure that any other programs using the camera are closed or try restarting their computer and logging back into the meeting.

• For video best practice, set up the camera so that the light is in front of the student and their device is angled to show their face.