Hapara Student Diagnostic

How to Run a Student Diagnostics Check

If the student is at school and has their device switched on, then the Highlights automated self-diagnostic check can help explain the causes of a blank student panel. The check is run on the student's device, and is simple enough that many students can understand it, and use it to solve some problems themselves.

The Hapara Highlights self-diagnostic check is accessed by:

• Opening Chrome on the student’s device
• Locating the Hapara icon at the top right of the Chrome browser. 
• NOTE: If the Hapara icon is not visible then the Highlights Extension is not installed on the students device, and this is the cause of the blank student panel
• NOTE: Don't worry if the Hapara icon is visible but is grayed out - it still works just fine.
• Clicking on the Hapara icon on the student’s device causes the Highlights extension to check several common causes of issues and display a page of results like this:
• If the student has connectivity to the Internet, he or she can click on the "Send to Hapara" button to send the information shown to Hapara Support (to help Hapara make the product better over time). 
• This button also updates the screen so it display an unique code (e.g. CYKJ7). Refer section "Sending student connectivity issues to Hapara" below for details on how to use this unique code.

Interpreting the Student Diagnostic Check results

The automatic self-diagnostic tool checks several common causes of issues and displays the results. The results are simple enough that many students can understand them, and use them to solve some problems themselves.

Google available:

• What it checks:

The student's device can connect to Google.

• What failure means:

Please check your student's network connection and the strength of wifi signal. Alternatively, your school's firewall or web filter may be blocking students' access to Google, which is required for Highlights to communicate with student devices.

Hapara available:

• What it checks:

The student's device can connect to Hapara.

• What failure means:

Your school's firewall or web filter may be blocking students' access to Hapara, which is required for Highlights to communicate with student devices.

Logged in:

• What it checks:

The student is logged into his or her school Google Apps account.

• What failure means:

The student is not logged in, or may have logged out of his or her account in another tab or window, disabling Highlights.

Ask your student to log into his or her account. Soon after the student has done this, the Highlights student panel will automatically update.

Student enrolled:

• What it checks:

The student is a member of at least one class at a school where Highlights has been turned on.

• What failure means:

The student is not a member of a class in Dashboard. If you do not believe that you should receive this error, please contact your administrator.

Note: This error is expected when a student is not logged into their Google Apps accounts. This error is also expected when Highlights has not been turned on yet.

Found multiple valid users:

• What it checks:

Exactly one valid student is logged on.

• What failure means:

Multiple students are logged into the same device. Ask your student to log out of all accounts except for their main school account. Soon after the student has done this, the Highlights student panel will automatically update.

 Communication Channel:

• What it checks:

The student's device can receive in-class messages.

• What failure means:

Please check your student's network connection and the strength of wifi signal. Weak Internet connection may be interfering with Highlights ability to show student activity.

source: https://support.hapara.com/hc/en-us/articles/115001956388-Highlights-Student-Diagnostics-Check