Troubleshooting FAQ

Troubleshooting FAQ


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?

A number of issues can cause log-in failure. For possible causes and solutions, see Troubleshooting Log-in Issues.

Why does the LanSchool Air agent on a student's device show a yellow or red status icon?

A 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?

You can check on the status of LanSchool Air services at anytime on the LanSchool Server Status page. 
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