Troubleshooting: Student Tile Blue Screen

Audience: Teachers | IT Administrators

Prerequisites: Blocksi Teacher Dashboard Access 

Introduction 

Blue Screen Troubleshooting for the Blocksi Teacher Dashboard - For new users of the Blocksi Teacher Dashboard, the first thing to ensure is that the class is running. Classes that have not been started will show all student tiles as Blue Screens as seen below: 

Blue Screen Tile with Gray Wifi - Chromebooks

1. If all students' tiles show a Blue Screen and the class is running, please open a new browser (Firefox, Edge, etc.), log into the Teacher Dashboard, and see if the issue continues. If the issue no longer persists, there is a possible extension blocking the student tiles from updating or a cache issue with your browser. Please clear your cache by going into your browser's history and deleting cache and cookies. If the issue persists, check your extensions with a District Administrator to see what extension may be causing the issue.

In the event that the issue persists across different browsers, this may indicate that either the student Organizational Unit does not have the proper Blocksi extension deployed or there is a network issue. Checking the following on one of the students' devices will help you determine if the Blocksi extension is deployed to your students. If it is deployed, please reach out to your District Administrator to check all network settings. 

Checking Student Extension: 

• Go to the student's device and open the Chrome browser

• In the URL bar, type Chrome://extensions and click Enter 

• The Google Extensions page appears and shows a list of all extensions for the user

On this screen, you should see the Blocksi Enterprise Edition extension. If you do not, please reach out to your District Administrator to ensure that the Blocksi extension is deployed to this students Organization Unit within the Google Admin Console. Providing the District Administrator with the student's email address can help them quickly find the user information and check the distribution. 

2. If a single or small number of students are showing a Blue Screen Tile with the Blocksi Logo displayed and a gray wifi symbol while other students are showing online, the first thing to check is if the student has the Blocksi extension deployed on their device. To do this: 

Checking Student Extension: 

• Go to the student's device and open the Chrome browser

• In the URL bar, type Chrome://extensions and click Enter 

• The Google Extensions page appears and shows a list of all extensions for the user

On this screen, you should see the Blocksi Enterprise Edition extension. If you do not, please reach out to your District Administrator to ensure that the Blocksi extension is deployed to this student's Organization Unit within the Google Admin Console. Providing the District Administrator with the student's email address can help them quickly find the user information and check the distribution. 

3. If the Blocksi extension is present, please take note of the extension version number listed to the right of the extension title. With this version number, you can check other students that are not having the issue to see if the version matches, provide the version number to your District Administrators to ensure that it is up-to-date or provide it to Blocksi Support to ensure that it is up-to-date. 

If the version is not the latest version, have the student log out of their Chromebook, reboot, and sign back into the Chromebook. If the version does not update: please reach out to your District Administrator to have them update the extension. Additionally, you can have the student log into another device to see if the student comes online.

 Blue Screen Tile with Green Wifi - Chromebooks

If the student with the blue screen tile has a Green Wifi symbol, this may indicate that there is either a Google Admin Console setting or a Network issue.

Google Admin Console Settings - Please reach out to your District Administrator to have the following settings checked/updated to help correct the issue within their Google Admin Console: 

  Under Devices > Chrome > Settings > Users & Browsers with the Student OU selected

• Ensure the Screenshot setting is set to Allow users to take screenshots and video recording  

• Ensure the Screencast setting is set to Allow users to create and view screencasts

If the settings are correct, please have the District Administration check network and Firewall settings to ensure it is not blocking processes for Blocksi.

Blue Screen Tile - Windows

If the student with the blue screen tile is on a Windows device, the following should be checked: 

• On the student device, check to see if the Blocksi Application is running in Task Manager. In Task Manager, there should be (5) Blocksi background processes running as seen in the following picture. If Blocksi is not running, you must find and run the Blocksi application by clicking the Windows key and searching “Blocksi”

• On the student device ensure that the Service BlocksiUPN is running in the Task Manager. In the Task Manager, click the Services page and locate BlocksiUPN. The Status should state “Running”. If not, you will need to start the process. 

Note: If issues persist with the Windows Device, please reach out to the District Administrator to open a support ticket with Blocksi to further inspect Windows settings.