Highlights Student Diagnostics Check Follow

Hapara Highlights has a self-diagnostic check that is run from a student device, and can help resolve some commonly experienced issues.

 

How to run a Student Diagnostics Check

The Highlights self-diagnostic check is run on the student device, and is simple as clicking the Highlights Extension icon:

  1. Open the Google Chrome browser on the student device
  2. Locate the Hapara Highlights Extension icon at the top right of the Chrome browser. 



  3. Click on the Highlights Extension icon and this will begin the diagnostic process.
  4. Once the diagnostic tests have completed, a page of results will display.
  5. If the student has connectivity to the Internet, click the "Send to Hapara" button to send the information shown to Hapara Support. This helps with product improvement over time.

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

If the Hapara icon is visible but is greyed out, this is ok - it still works just fine.

 

Interpreting the Student Diagnostic test results

The automatic self-diagnostic tool checks several common causes of issues and displays the results. See an example screenshot below of diagnostic results, and definition of each of these sections:

 

What is being checked?

How to interpret result

Extension Installed:

The Highlights Extension has been installed and is available.

This check should not fail, as the Extension must be present for the diagnostic test to run. Please submit results to Hapara support if you ever see this fail.

Google available:

The student device can communicate with google.com

If this fails, please check the student's internet connection. If the student cannot navigate to google.com, the school firewall or web filter may be preventing student access to Google. Read more about School Network Whitelisting here.

Hapara available:

The student's device can communicate with Hapara.

If this fails, the school firewall or web filter may be preventing student access to Hapara. Read more about School Network Whitelisting here.

Logged in:

The student is logged in to their school Google account.

If this fails, the student may have logged out of their Google account.

Ask the student to log into their Google account, and re-run Highlights diagnostics.

Student enrolled:

The student is a member of a Hapara class with Highlights is enabled.

If this fails, the student is not a member of a class in Hapara 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, or when Highlights has not enabled yet.

Found multiple valid users:

Only one school Google account is expected to be logged in.

If this fails, multiple accounts are logged into the same device. The logged in accounts will display as comma separated values.

Ask the student to logout of other Google accounts, and re-run Highlights diagnostics.

Communication Channel:

The student's device can receive Highlights messages.

If this fails, please check network connection and the strength of wifi signal. An intermittent Internet connection, or weak WiFi signal may be impacting Highlights connectivity.

 

Sending student connectivity issues to Hapara

If using the student diagnostic check did not resolve things, then the teacher can send details of the issue to Hapara by clicking on the "investigate" link in the student panel:

The teacher should enter the unique code (e.g. IO8P) from the student diagnostic check into the screen before it can be submitted. Hapara needs this code to link together the teacher's support request with the data the student device. Alternatively, a description of the problem can be entered.

On clicking "Send" the information the teacher entered in the form is sent to Hapara Support for further processing.

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