Why students appear "Offline" in Highlights Follow

In this article:

Overview

Resolving log in issues

Overview

Sometimes, a Student Tile in Highlights may show a student as Offline. This may be because they:

• Are not present on that day
• Have closed or turned off their device
• Are not connected to the internet
• Are not using the Chrome browser to browse the internet
• Are not logged into the Chrome browser
• Are logged into the Chrome browser or their Chromebook with a different account
• Are logged into Chrome or their Chromebook with a non-Hāpara recognized account
• Do not have the Hāpara Highlights extension installed on their device

A student can check the connection between their device and Hāpara by clicking on the Highlights Chrome extension at the top of their screen or under the puzzle piece. Click on the icon to attempt to reconnect the device to Highlights.

Clicking on the extension will open a page that provides more information about how the student is logged in and whether there are any connection issues.

Tip: If you are working remotely with students, we suggest asking them to do this in a video call with their screen shared so you can see the results. 

If the Hāpara icon is not visible or clicking on the icon did not reconnect the device to Highlights, restart the device, then verify that the student is logged in to their school account and the Chrome browser "sync is on." This will ensure that any recent updates are applied and may help resolve the issue.

After completing these steps, if the Highlights extension is still not present, please follow your district's/school's procedure for requesting technical assistance and provide them with the student's email address so that they can verify that the self-hosted Highlights Extension is installed for the student.

Resolving log-in issues

If the Highlights extension shows that a student is logged in with any account(s) other than their own school account, students should log out of all accounts and sign back in with their school account. 

Here are the steps the student can take to resolve these issues:

Chromebook

1. At the bottom right, select the time.
2. Click Sign out.
3. Select your school account and sign back in.

1. Open google.com, Click on the profile picture in the top right corner.
2. Click on Manage accounts.
3. Hover over the account you want to remove.
4. Click on the three dots and click Remove account.
5. Repeat for all other accounts you would like to remove.

Other devices

Signing out of profiles on a Mac or PC:

1. In a Chrome browser, click on the Profile picture in the top right corner.
2. Click the Manage people icon that looks like a cog.
3. Point to or hover over the person you want to remove.
4. At the top right of the person, click the three dots.
5. Then click Remove this person.
6. Confirm by clicking Remove this person.
7. Then either add your school account, or select the right profile to continue.

1. Click on this link to sign out of all accounts: https://accounts.google.com/Logout?continue=https://www.google.com.
2. Sign back in using your school account.

1. Open google.com.
2. Click on your profile picture.
3. Click on Sign out of all accounts.