Q: Something wonky is happening to my device (can't access Klein resources, the screen is glitching, keeps kicking me out of programs, etc.) Help!
Restart your device.
Hardwire your device to the internet via an ethernet cable (usually a yellow cord, which you can take out of your classroom phone or desktop computer). Once connected, then restart the device again. Wait. Double-check all is working, then unplug the device. Make sure everything is still working while on MercuryA.
If it still continues, report to the repair center.
Q: I have assigned a video (embedded video from YouTube, Edpuzzle, Nearpod, etc.) for students to watch. It is showing black or not showing at all. What am I supposed to do?
Make sure you submit a Service Desk ticket to get the video whitelisted (unblocked from the filter), allow 24 hours. Even if you’ve used the video in the past and all was fine, new school year with new filters, we’ve seen some videos that were previously “okay” not come through as “okay” this year.
Have students clear caches and cookies in Chrome. Directions are in the District pushed materials in your SGY course.
Open the video in Firefox.
Q: I have a student that shows up in the wrong SGY course. How do I fix this?
If the student received a schedule change TODAY, then all will be corrected tonight during the daily update. (See next bullet, if you'd like to remedy immediately.)
You can manually unenroll the student from the wrong section and enroll them in the correct section so they can participate in class today.
If the student continues to show up in the wrong course after 24 hours, then submit a Service Desk ticket with the student’s name and ID#, plus the incorrect course name and section and correct course name and section.
Q: There seems to be an issue with my Schoology to Skyward sync. How do I troubleshoot this?
Double-check your Skyward configuration in Schoology is set-up correctly FOR EACH SECTION. (You might have to re-configure at times; it doesn't hold forever.)
Use these directions to double-check the syncing activity.
Check the syncing error statement and address it.
Make sure your assignment has a due date for the current grading period AND has a category assigned.
Go into Skyward and delete the assignment column. Back in Schoology, sync again.
Q: What do I do when a student’s computer (KOC) says they aren’t connected to the internet? Complete the following steps IN ORDER:
First, make sure the student is on MercuryA. If so, then have the student disconnect, wait a few seconds, then reconnect to MercuryA.
Restart the device.
Hardwire the student to the internet via an ethernet cable (usually a yellow cord, which you can take out of your classroom phone or desktop computer). Once connected, then restart the device again. Wait. Double-check all is working, then unplug the device. Make sure everything is still working while on MercuryA.
If it still continues, report to the repair center.
Q: l (and/or my students) are receiving this error message when trying to access Google Drive Assignment documents. What do I do? (ERROR: "Failed to retrieve provider email for current user."
Q: What if a student cannot see my course on Schoology?
First, have them click on my courses under their courses tab. Make sure that the course is not listed there.
If it is listed there, they can reorder courses using the button on the right so that they can see the course.
If it is not listed, you can add them to your course members so that they can see the course.
Q: What if a student is having trouble with their OneNote (or any other Microsoft program)?
Make sure the student is correctly logged-in to their Microsoft account, which is NOT their KISD Google email address. Additionally, if they have other accounts listed, ensure those accounts are removed.
Q: How do I help a student who’s Google account is showing “Access Denied” on a Google Drive Assignment in Schoology?
If a student’s Google account is showing “account has been disabled” then submit a Service Desk ticket.
Q: I have a student who is logged-in to their Klein Google account but continues to "request access" to Google Drive assignments. What's wrong?
Somewhere in the student's Chrome cookies, he/she has logged-in to another Gmail account. Have the student use these directions first, AND then clear cache and cookies in the Chrome browser.
If there is still an issue, use these directions.
Q: I am a co-teacher and cannot see my student’s Google Drive Assignments like the other teacher can. How can I fix this?
Whichever teacher created the Google Drive Assignment (i.e. the “owner” of the assignment) needs to go into their Google Drive, find the Schoology folder and share it with editing rights to the Co-Teacher.
Q: I get a thousand notifications from various tech tools throughout the day. How can I turn these off?