Dyknow Classroom - Troubleshooting student devices not connecting to Dyknow

INTRODUCTION

There are a few common scenarios in which student devices may not connect to a Dyknow class session.  Dyknow Tech Coaches and Admins have awesome tools available to help Teachers resolve issues that may arise!

1. Reboot the student device.
   
   Restarting student devices on a regular occurrence is best practice and can sometimes be the quickest way to fix connectivity or other strange ongoing issues.  You should be able to schedule device reboots through your school's device management solution.
   
   
   
2. Run a Health Check on the student device.
   
   Dyknow has this built in troubleshooting tool while in a class session that can help teachers and admins identify and resolve common connectivity issues.
   
   
   
3. Is the correct Dyknow Cloud Connector installed on the student device?
   
   Look for the Dyknow icon on the student's device to confirm the correct Dyknow Cloud Connector is installed based on the device type.
   
   If Dyknow does not appear to be installed on the student device, please reach out to your Dyknow Admin or tech team for assistance getting Dyknow properly installed.  They can reference the following Dyknow installation instructions based on student device type:
   
   
   • Chromebook
   • Windows/PC
   • Mac
     
     
     
4. Is the student device connected to the internet?
   
   Dyknow will not be able to connect to the student device if the device is not connected to the internet.
   
   If the student device is connected to the internet but still not connecting to Dyknow, it's possible that your school has IP Restrictions configured in Dyknow and the student device is connected to an IP address that is not allowed for monitoring which would prevent the student device from connecting to Dyknow.
   
   
   
5. Is the student enrolled in the Class?
   
   Ensure the student is listed in the class roster in Dyknow.
   
   Read our Manage Dyknow Classes Manually article for step-by-step instructions on identifying and manually editing a Dyknow Class record.
   
   If the student isn't enrolled, first ensure the Class roster is updated in your Student Information System to avoid overriding any manual updates you make to the roster during the nightly sync.
   
   
   
6. Is the student device login recognized?
   
   Cross-reference the student device login credentials with their DyKnow student User record, ensuring the two match.
   
   Mac and Windows/PC devices: The Username a student is using to login to their Mac or Windows/PC device must match their DyKnow student User record.

• On a Mac, identify the device Username by navigating to Settings > Users & Groups > Login Options
  
  
• On a Windows/PC, identify the device Username by:
  

  1. Opening File Explorer.
  2. Clicking the OS (C:) file.
  3. Clicking the Users file.
  4. Reviewing the list of file names/usernames to identify the correct student device username.
  
  Note: there may also be a Default username and a Public username listed.
  
  Chromebook devices: The Email Address a student is using to login to their Chromebook device must match their DyKnow student User record.

• On a Chromebook, identify the device Username by:
  
  1. Opening Chromebook Settings.
  2. Scroll down to the People section.
  3. Locate the name of the student in question, and identify the email address associated with their name.
  
  Read our Manage Dyknow Users Manually article for step-by-step instructions on identifying and manually editing a Dyknow User record.

7. Send a Dyknow Log Report from the student device.


8. Contact Securly Support.