Troubleshooting Offline Students

Troubleshooting Offline Students

Overview

After a teacher selects Start Class, students using a supported device with the LanSchool Air agent installed and running should automatically appear as Online.

If a student appears as Offline, use the troubleshooting steps below to identify the cause.
Refer to Viewing Student Thumbnails to learn more about the different types of thumbnail images you might see for different scenarios.

Supported Student Devices

LanSchool Air supports students using:

  • Windows
  • Mac
  • Chromebook

LanSchool Air does not support students using:

  • iPad
  • iPhone
  • Android tablets
  • Android phones

If a student is using an unsupported device, the device will not connect to LanSchool Air.




Steps for Teachers

1. Make Sure the LanSchool Air Agent Is Installed

The LanSchool Air agent must be installed and running on the student's supported device.

If the student is using a personal device, the LanSchool Air client may not be installed. Contact your LanSchool Air Site Administrator or local IT administrator for assistance.

Chromebook Students

  1. Make sure the LanSchool Air app is open and running in the student's App Shelf.
  2. If the app is not running, open Chrome on the student's Chromebook and go to chrome://extensions.
  3. Verify that both LanSchool Air for Chromebooks and LanSchool Air Extension for Chromebooks are listed.
  4. If either item is missing, contact your LanSchool Air Site Administrator or local IT administrator.

Windows or Mac Students

  1. Check the system tray or notification area for the LanSchool Air icon.



  2. If the icon is present, the LanSchool Air agent is running.
  3. If the icon is not present, contact your LanSchool Air Site Administrator or local IT administrator and ask them to reinstall the LanSchool Air client.

2. Check Student Client Status

After confirming that the LanSchool Air agent is installed and running:

  1. On the student's device, select the LanSchool Air icon.
    1. Select Status for Mac and Windows
    2. Select the status indicator for Chromebook
 For more information, see Viewing Student Client Status.



Green Status

A green status indicates that the student client is connected successfully.

If the client is green but the student still appears Offline:

  1. Confirm that the student is included in your class roster.
  2. Make sure the student is signed in to the device with the correct username.
  3. Restart the class.

Yellow or Red Status

A yellow or red status indicates that the student client may have a connection or configuration issue.

Select the status indicator for additional information and contact your LanSchool Air Site Administrator or local IT administrator if further troubleshooting is needed.

The client may need to be reinstalled, or a device or network restriction may be preventing the connection.


3. Restart the Student's Device

Restarting the student's device may resolve an Offline status when LanSchool Air was previously working correctly.

Chromebook

  1. Ask the student to select the time in the bottom-right corner.
  2. Select Shut Down.

  3. Press the device's Power button to turn it back on.
  4. Ask the student to sign in again using their school-managed account.

Windows

  1. Open the Start menu.
  2. Select the Power.
  3. Select the Restart.

  4. After the device restarts, ask the student to login again with their school-managed account.

Mac

  1. Select the Apple icon at the top left.
  2. Select Restart.
  3. After the device restarts, ask the student to login again with their school-managed account.

4. Remove and Re-Add the Student Profile on a Chromebook

If a Chromebook student consistently appears Offline, removing and re-adding the student's Chromebook profile may refresh the extensions and settings.

  1. Have the student sign out of the Chromebook.
  2. On the sign-in screen, select the student's profile.
  3. Select the arrow next to the student's name.
  4. Select Remove This Person.
  5. Confirm by selecting Remove.
  6. Select Add Person.
  7. Have the student sign in again.
  8. Verify whether the student now appears Online in LanSchool Air.

5. Check the Roster for Manually Created Classes

This step applies only to manually created classes.

If the teacher manually created the class, make sure the student or device has been added to the class roster.

  • Chromebook students are added to the roster as users.
  • Windows and Mac students are added to the roster as devices.

To check the roster:

  1. From My Classes, select the Settings icon on the class card.
  2. Select Students.
  3. Search for the student or device.
  4. If the student or device is not listed, select Add Student Devices.
  5. On the Registered tab, search for the student or device.
  6. Select the checkmark next to the student or device.
  7. Select Finish Adding.

If the student or device does not appear on the Registered tab, contact your LanSchool Air Site Administrator or local IT administrator to verify that LanSchool Air is installed and provisioned on the device.

Info
These manual roster steps do not apply to classes rostered through Google Classroom, Clever, ClassLink, or CSV.

    6. Verify Login Information for Imported or CSV-Rostered Classes

    This step applies to classes rostered through Google Classroom, Clever, ClassLink, or CSV.

    If a student appears Offline in a class that was rostered through Google Classroom, Clever, ClassLink, or a CSV file, contact your LanSchool Air Site Administrator or local IT administrator.

    Ask them to verify that the offline student's login information matches the information used to roster the student in LanSchool Air.

    Incorrect or mismatched login information can prevent LanSchool Air from associating the student's device or account with the correct rostered student.

    Your Site Administrator or local IT should verify:

    • The student's username or email address.
    • The student's account used to sign in to the device.
    • The student's information in the roster source.
    • That the student is included in the correct class.
    • That the roster synchronization or CSV import contains the correct student information.

    If the login information is incorrect or does not match, your LanSchool Air Site Administrator or local IT administrator should correct the information in the appropriate roster source and allow the roster to update.

    InfoGoogle Classroom classes: Classes imported from Google Classroom only support Chromebook students. Windows and Mac students will appear Offline in an imported Google Classroom class.
    AlertImportant: Teachers cannot manually add or correct students in an automatically rostered class in the same way they can with a manually created class. Contact your LanSchool Air Site Administrator or local IT administrator for assistance.

    Steps for Site Administrators

    If the student still appears Offline after completing the teacher troubleshooting steps, Site Administrators can perform the following checks.

    7. Make Sure the Student Appears in the Students List

    1. In LanSchool Air, go to Settings > Students.
    2. Search for the student.
    3. If the student is not listed, the student's device license may not have been provisioned.

    Continue with the provisioning steps below.

    8. Check the Provisioning Window

    1. Go to Settings > Provisioning.
    2. Open the provisioning window.
    3. Extend the close date if necessary.
    4. Ask the student to sign in to the student device again.
    5. Verify whether the device is provisioned and appears Online.
    If the device does not re-provision, continue with the network and firewall checks.

    9. Check Network and Firewall Settings

    Verify that the organization's network firewall, security appliance, proxy, and content filter allow the URLs required by LanSchool Air.

    Refer to the LanSchool Air System Requirements for the required network configuration.

    10. Check the Organization's License

    Verify that the organization has available student licenses:

    1. Sign in to LanSchool Air.
    2. Go to Settings > Licensing.
    3. Check the organization's license status.

    If the organization has significantly exceeded its licensed student limit, LanSchool Air may not provision additional students.

    Contact LanSchool Support or your LanSchool representative for assistance with licensing.

    11. Contact LanSchool Air Support

    If students still appear offline after following all troubleshooting steps, please contact the  LanSchool Air Support Team.

    Frequently Asked Questions

    Why does my student appear Offline in LanSchool Air?

    A student may appear Offline if the LanSchool Air agent is not installed or running, the device is not properly provisioned, the student's login information does not match the roster, the student or device is not included in a manually created class, network settings are preventing the connection, or the device is not supported.

    First, verify that the student is using a supported Windows, Mac, or Chromebook device and that the LanSchool Air agent is installed and running.

    Can students use iPads with LanSchool Air?

    No. LanSchool Air does not support iPads for students.

    Students must use a supported Windows, Mac, or Chromebook device.

    Can students use Android devices with LanSchool Air?

    No. LanSchool Air does not support Android devices for students.

    This includes Android tablets and Android phones.

    Can teachers use iPads with LanSchool Air?

    Yes. Teachers can use iPads to access LanSchool Air. Student devices, however, must be supported Windows, Mac, or Chromebook devices.

    My student is in a manually created class and appears Offline. What should I check?

    Verify that:

    1. The student is using a supported device.
    2. The LanSchool Air agent is installed and running.
    3. The student or device has been added to the manually created class.
    4. The student is signed in with the correct account.
    5. The device has been restarted.

    My student is in a Google Classroom, Clever, ClassLink, or CSV class and appears Offline. What should I do?

    Contact your LanSchool Air Site Administrator or local IT administrator and ask them to verify that the student's login information is correct and matches the information used in the class roster.

    My student is using a Chromebook and appears Offline. What should I check?

    Verify that:

    1. The LanSchool Air app is running.
    2. The required LanSchool Air Chromebook extension is installed.
    3. The student is signed in with the correct school-managed account.
    4. The student is included in the class roster.
    5. The Chromebook has been restarted.
    6. The required network and cookie settings are configured.

    My student is using Windows or Mac and appears Offline. What should I check?

    Verify that:

    1. The LanSchool Air client is installed.
    2. The LanSchool Air icon appears in the system tray or notification area.
    3. The client status is green.
    4. The device is included in the class roster.
    5. The student has signed in with the correct account.
    6. The device has been restarted.

    If the issue continues, contact your LanSchool Air Site Administrator or local IT administrator or LanSchool Air Support.