My student's screen won't unpause or won't release from a Guided Browsing session Follow

If you are a teacher, and you are not able to release a student(s) from Pause Screens, Freeze tabs or a Guided Browsing session in Hāpara Highlights, follow the steps below.

Problem

When I am in Hāpara Highlights, I am unable to unpause, unfreeze or release my student(s) from a Guided Browsing session even though they are in class and on their devices.

Check for a guided browsing session in another class

If the student's tile has a yellow target, the student is in an active guided browsing session in another class.

Select the yellow target, review the confirmation message and select Release from focus session or Release from filter session.

If a student has a yellow target, see A student in my class is in a Guide Browsing session that I did not initiate for instructions on releasing them.

If you still cannot release the student, continue with the connection checks below.

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.