Troubleshooting Classroom Windows and macOS agent errors

Student showing as offline

Potential cause 

If students are appearing offline in Classroom even though their devices are logged in and active, there may be an error in the Windows msi or macOS pkg installation. There might also be discrepancies in student account name mapping.

Solution

1. Check if Classroom is installed and running. 
   • In Windows, check if the Securly Classroom icon shows up in the Notification Tray. Learn more about installing Classroom Windows agent. 
   • On Mac, look for the Classroom icon in the top menu bar. Learn more about installing the Clasrroom macOS agent.

2. In the Classroom, go Settings > Roster Integration and ensure the ‘Use this integration as source for Username’ option is checked. Then, go to Rostered Students and verify that the username field matches the Account Name (SAMAccountName) you are using for your student login. 

Student browsing tabs are not visible 

Potential cause 

On macOS, the permission structure built in by Apple may be restricting the visibility. 

Solution

1. Ensure that an MDM privacy profile is installed. Review options below. 

• Admin only: Click here to download the privacy profile
• Admin or students: Click here to download the privacy profile

Login to your MDM and navigate to Computer > Configuration Profiles and upload the config file. Then, go to the Scope tab and set the Target Computers to your Computer Group.

2. If you have a BYOD environment, check if the student has Automation, Accessibility, and Screen Recording permissions enabled on the device. Go to System Settings > Privacy & Security, then navigate to each individual category (Accessibility, Screen Recording, and Automation) and check the box next to the Classroom app.

Student screen is not showing a thumbnail

Potential cause 

The permission structure built in by Apple may be restricting the visibility. Once the Mac Cloud Connector is installed on a student's macOS 10.15+ device, a notification appears, prompting screen recording access. If this is skipped, teachers will see the following thumbnail for student Mac devices. 

Solution:

On the student device, you’ll have to allow the screen recording permission by navigating to System Settings > Security & Privacy > Screen Recording and check the box next to the Classroom app.