My students are appearing "Offline" in Hāpara Highlights Follow

If you are a teacher, and you are not able to view a student's or a group of students' screens in Hāpara Highlights, follow the steps below.

Problem

When I am in Hāpara Highlights, I have students who are showing as "Offline" even though they are in class and on their devices.

Solution 1

• On the student's device, look at the upper-right corner of their Chrome browser. Check whether or not the Highlights icon is visible. It should either be there or appear under the puzzle piece. 
• Click on the Highlights icon to attempt to reconnect the student device in Highlights.

Solution 2

• Restart the student's device.
• Then verify that the student is logged in to their school account.
• Also verify that the Chrome browser Sync Is On.  This will ensure that any recent updates are applied.

Post troubleshooting note: If the Highlights extension icon is still not present or does not connect, please follow your district's/school's procedure for requesting technical assistance.

Provide them with the student email address so that they can verify that the self-hosted Highlights Extension is installed for the student. This process can only be performed by your district's/school's G-Suite Administrator.