Overview

In Securly Classroom, students may appear offline even when they are logged in and actively using their devices. Duplication of accounts or inability to track activity are also observed issues. These problems are typically tied to configurations, Chromebook-specific behaviors, or platform limitations. This guide provides comprehensive steps to troubleshoot and resolve these issues.

Troubleshooting Steps for Offline Status

Check for Extension Conflicts: - Conflicts can arise if the old Classroom extension is running alongside the new one. In the Google Admin Console, locate the extension ID jfbecfmiegcjddenjhlbhlikcbfmnafd and ensure it is blocked or removed.
Verify Securly Classroom Extension: - Ensure the Securly Classroom Extension is loaded on the Chrome browser. - If red exclamation marks appear, reset the extension by clicking on it in the Chrome browser. - Confirm that the Chromebook is registered under Securly Device Console > Devices > Chrome Devices.
Update Device Settings: - Ensure that in Securly Filter > Policy Editor > Global Settings, the setting to force students to log in only with their student accounts is enabled. - Update the “Restrict Gmail logins to these domains” setting to include your school’s domain (e.g., @yourdomain.org). This avoids monitoring issues from private account logins.
Switch Views in the Securly Device Console: - Switching from screen view to tab view can reveal a student’s open browser tabs even if offline. This assists in identifying if the issue is related to blocked screenshots or Chrome admin settings.
Reboot the Chromebook: - Ask students to reboot their Chromebooks and log in again to refresh the system.

Duplication of Student Accounts

If students appear multiple times in a class:

Check if students have logged in on multiple school devices (e.g., library or lab computers) and haven’t logged out. Request that they log out to resolve any duplication.

Understanding Platform Limitations

Certain behaviors in Securly Classroom result from system or Chrome OS restrictions:

The platform monitors activity only within the Chrome browser. If students open new tabs without visiting sites, open Chrome settings, or navigate to "chrome://" pages, they will appear offline or receive a "Waiting on device" message.
Teachers can push a URL to redirect students to an active website, restoring visibility of their screens. For instructions, refer to Push URL guide.

Preventative Measures

Regularly verify the settings in the Google Admin Console to avoid unnecessary conflicts or restrictions.
Ensure that all students are using the updated Securly Classroom Extension.
Educate students about logging out of additional devices to maintain account integrity.

Additional Resources

For further guidance, consult these resources:

Securly Documentation
Your school’s IT administrator for support with domain-specific configurations.

Resolving Issues with Students Appearing Offline or Having Duplicate Accounts in Securly Classroom