Why can't I see a student? A number of issues can cause a student to appear as offline or their screen to not be visible. For a list of fixes to try, see Troubleshooting Offline Students.
Why are some macOS student devices appearing as Online, but I can't see their screens?
When the LanSchool Air student agent is installed on macOS devices, there are additional security and privacy approvals that are required. If you're installing LanSchool Air
manually using the installer, the approvals window should appear automatically. If not, open Finder > Applications
and launch LanSchool Air. Select Continue
when the Security and Approvals dialog appears. Unlock and select LanSchool Air for each approval required. If you deployed LanSchool Air using an MDM, see Configuring Privacy Approvals with MDM
Why can't I log in?
Why does the LanSchool Air agent on a student's device show a yellow or red status icon?
yellow status icon indicates that something is preventing the student client from connecting to the LanSchool Air servers. A red status icon indicates that
the student client has not yet been provisioned to your organization and may need to be reinstalled.
For more information, see Viewing Student Client Status
Why can't a Chromebook student select "Allow" when prompted to share their desktop?
On student Chromebooks, LanSchool Air lets instructors see the content of a student's Active Tab. If the instructor requests to view the student's full Chromebook desktop, Google requires that students grant permission first. Student will need to select which display they wish to share before the Allow button becomes active. For more information, see Selecting Student View Modes (Active Tab View vs. Desktop View)
Why doesn't my class appear on the My Classes page?
Ensure that your class is set to "Show" and is not hidden. For more information about setting classes to show or hide, see Customize the My Classes Page
How do I gather logs from the student client to send to support?
LanSchool Air support may ask you to gather student client logs to help troubleshoot an issue. For instructions, see Gathering Student Client Logs
How do I gather logs from the teacher to send to support?
LanSchool Air support may ask you to gather logs from the teacher's web browser to help troubleshoot an issue. For instructions, see Gathering Teacher Logs
How do I know if the LanSchool Air service is having issues?
Troubleshooting Offline Students
Overview After clicking "Start Class", students that are using a device that has the LanSchool Air agent installed correctly will automatically appear as Online. Refer to Viewing Student Thumbnails to learn more about the different types of thumbnail ...
Viewing Student Client Status
Overview If a student device is appearing as offline, check the status of LanSchool Air client installed on the student's device to make sure it's provisioned and connected. To see the current status of the student client, open the LanSchool Air chat ...
Gathering Student Client Logs
Introduction LanSchool Air's support team may ask for student client logs to help troubleshoot issues. In many cases, your support engineer will able to gather enough logs remotely. There are times, however, where they may need your help to collect ...
Viewing Student Screens
Overview When a class has started in Grid View or Group View, the teacher will see thumbnail size images of each student's screen along with a status message indicating whether the student is online, offline, or in a different state. While in Class ...
LanSchool Air - Frequently Asked Questions (FAQ) Managing Classes What if a teacher forgets to end a class? Will the class session time out? A class session will end when the teacher selects "Exit Class" or signs out of LanSchool Air. After two hours ...