Why are my students showing as ‘Offline’ in Hāpara Highlights? Follow

This article helps Teachers troubleshoot why students appear offline in Hāpara Highlights.

Who this is for

Teachers

Summary

Students appear “Offline” in Highlights when Hāpara cannot detect an active Chrome session. This is usually due to Google account issues or Chrome settings.

Steps to Follow

1. Confirm Google Account: Ensure students are logged into their school Google account.

2. Check Chrome Sync: Have students go to chrome://settings/syncSetup and make sure Sync is ON.

   • 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.

   

3. Verify Chrome Version: Students should be using the latest version of Chrome.

4. Ensure Correct Login: Only the school account should be used on the device.

5. Restart Browser: Ask students to close and reopen Chrome.

6. Check Extensions: Some Chrome extensions may interfere—disable unnecessary ones.

   • • 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.

     

Additional Tips

• If only some students are offline, it's likely an account or sync issue.

• If all students are offline, contact your IT administrator.

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.