-- ClassLink Troubleshooting Checklist

When checking a students inability to properly access ClassLink or Tiles within ClassLink, please verify the following items have been checked prior to reporting a Helpdesk ticket/email asking to resolve the login issue.  Most issues are required to be resolved locally as they are due to issues controlled by the school itself.

The Helpdesk will ask you if you have checked these items first as these are things that MUST be handled by the school staff and are outside of the Helpdesks ability to assist with:

• Multiple students using ClassLink/Focus and can't get one of them logged out -  When siblings or a teacher w/ children @ home share machines that others use also, they can cause the login on the local machine to get confused due to the cookies holding onto the logins of the previous person logged in to the system. There are multiple ways to resolve this issue depending on where the problem is primarily occurring: 
  • At home w/ shared computer (multiple children, or parent is also employee w/ classlink or focus access)
    • Option 1 – Simply open the browsers in private or incognito mode when logging in to systems that have multiple people trying to access same interface.  Once the browser is closed, it dumps all the cookie data automatically so nothing is ever able to auto login.

Side Note: The only issue if this method is used is when logging into ClassLink, tiles that store a username and password for the student require a special ClassLink extension to send the username and password so it will not work correctly when in private or incognito mod until those extension are allowed to run in incognito mode TechTip - see this article for how to turn on extensions when in incognito mode - https://support.google.com/chrome/forum/AAAAP1KN0B0IPvVxmFJSnQ/?hl=pt

• • • Option 2– Have student/child use one browser (Firefox) and teacher use another (Chrome)
    • Option 3 – Use browser settings to control login data by clearing cache when closing
      
    • Option 4 – Have the home computer with separate login profiles for each child so they are always logging in as themselves separately.  This makes everything much easier for EVERYTHING with account conflicts as they are treaded as separate profiles in their entirety almost as if they were seperate machines.  If parents are concerned about the seperate accounts they can be set up under a family account which provides not only seperate profiles, but provides parental controls with Family Groups.

Browser Control Settings - How to Set Browser to Clear Cache When Closing

Chrome

Open the Chrome browser
Open the Chrome Toolbar (3 lines to the right of the URL window) and then select Settings
Select Show advanced settings....
Click the Content Settings button located under the Privacy section
Under first section labeled Cookies, select Keep local data only until you quit your browser
Click Done

Firefox

At the top of the Firefox window, click the Firefox button and then select Options
Select the Privacy panel
In the History section, set Firefox will: to Use custom settings for history
Select the check box for Clear history when Firefox closes
click the Settings... button. The Settings for Clearing History window will open
In the Settings for Clearing History window, click the check mark box next to Cache.
Click OK

Internet Explorer ( works for systems the student might need to access using IE specifically, but don’t use this browser for Focus – it’s not compatible with Focus)

Open IE browser
Click Tools>Internet Options>Advanced tab
Scroll down to the Security section and then check the box: Empty Temporary Internet Files folder when browser is closed
Click OK

• Access Denied error:  If you get and "Access Denied" error it is likely related to a caching issue or stored passwords/cookies. Try a separate browser or incognito mode.  If that works and it lets you in, then its definitely a cache issue.  
   
  You will need to make sure that you have removed any stored passwords or cleared their keychain (Mac) of any cookies or passwords on anything related to the following:
  • fs.leon.k12.fl.us
  • leonschools.net
  • launchpad.classlink.com
    

   

  Instructions to clear cookies and apsswprds for specific sites:

  IN Chrome: To remove content specific related to Leon schools and not have to do a full cache purge
  Cookies- under SETTINGS --> Advanced --> Privacy and Security --> Content Settings --> Cookies --> See all cookies and Site Data - Any of the three above should be deleted to ensure there are no cookies interfering. 

  Passwords - under PEOPLE --> Search for Leon - Any of the three above should be deleted to ensure there are no stored passwords.

   

• Is the student's AD account active: When we bulk reset all of your student passwords at the beginning of the year, this is a onetime event. Any new students created in AD after that date are disabled with a blank password by default. Student accounts will not be able to login to computers or ClassLink if their accounts are still disabled.
  • Solution: You will need to go into AD and enable the accounts and set the password. A disabled account will have a down arrow on the icon in Active Directory.  An enabled account will not have an arrow on the account.
    • NOTE: Expired Status - accts do NOT have a special icon indicator like a DISABLED acct.  techs will need to look at the student properties to verify the acct being expired potentially)
    • NOTE: Elementary schools-  you will need to add these accounts to the passwordpolicy-elementarystudent group before you set the password.  If you don’t then you can’t set them as the Lunch PIN because otherwise, the password has to meet the domain password complexity requirements.
• Password Issues:  Student tries to log into ClassLink but can't even though you have reset their password. 
  • Solution:  Student needs to log into the computer locally first using their own credentials (NOT a generic login) and set the password for their initial login. Student acct set to change the password on next login in AD will not be prompted for this unless the account is logging into the computer itself as themselves.  This will cause ClassLink to refuse to let them log in until they have set their passwords. Alt option: Techcon removes the set new password at next login option and set the password to the school standard.
• Security Groups in AD: Students or faculty/staff MUST be placed in the appropriate security group before ClassLink can apply the tiles assigned to that specific security group.
  • Solution:  Verify the user missing the tile has been placed into the appropriate security group
• Missing Tiles: Students or Faculty has been properly placed in the correct Security group in AD, but they still can't see the tiles they are supposed to have.
  • Solution:  Students or faculty will not be able to see a tile if the Techcon has not assigned that tile to the security group in question.  Open the EdTech Dashboard tile in ClassLink and verify the tile has been assigned to the proper security groups.  (Best method is to search for the tile needed and then click ASSIGN and then select the "Assigned Only" checkbox to see the groups you have assigned that tile to)
• Transfer Students from other schools: Student has transferred from another school in the district and they can't log into the computer or ClassLink but they could at their other school.
  • Solution: You will need to check these accounts to see if they are disabled.  If they not, then enable them.  You will need to set the passwords for these students to match your school's password standard.
  • NOTE: Elementary schools-Elementary schools-  not all schools choose the same password standards for all grade levels.
• Student acct keeps being disabled repeatedly:  If you have a student that has been enabled and keeps repeatedly being disabled for no apparent reason, please let us know. 
  • Solution: Most likely this student has a bad enrollment record and actually has TWO different Student ID numbers.  This sometimes when a student use to be here, left and then returned and someone accidentally enrolls him as if they are a brand new student instead of a returning student.  We have to correct his records in the SIS (Focus) AND AD to resolve this problem.  Please do not try to do any workarounds, or edits the student's information without letting us know about this student
• Students can’t see their textbook material in ClassLink:  Assuming they have the proper tile(s) (Renaissance Connect, MyHRW, Glencoe/McGrawHill, HMH, etc.) visible, but when they open them, they can’t see their content or it’s for the wrong grade level, the lack the proper content being assigned by the teacher
  • Solution: Teachers of those students MUST assign their students the appropriate textbook content using the admin tile for those textbooks before a student can see the text in the system. If they y do nof they were assigned a text previously, they will only be able to see their previous years textbook.

• A user having issues getting logged in:

  • Verify correct login screen - Verify they are logging into the LCS ClassLink login page and not the generic login site –
    • https://launchpad.classlink.com/leonschools
    • not 
  • Logging in from Home vs Work/School - 
    • Work/School -When users log in from work/school they only need their username (LastF or 123456789) 
    • Home - When users log in from home they MUST use their entire LCS email address.
      • Students = STUDENTID#@EDU.LEONSCHOOLS.NET
      • Faculty = USERNAME@LEONSCHOOLS.NET
  • Private mode test - Open an incognito or private window and navigate to the login URL above and try to login that way.
    • If that works, tell the Chrome browser to reset to its default settings to clear the hang-up
    • If that does NOT work, try Opt #3
  • Verify network password test - Have the teacher log completely off the desktop (Not just a screen lock and unlock with their password, but officially log off the desktop entirely). Once they log off, have them log back into the desktop again. 
    • If the login fails, their password is actually expired and they should get prompted to update it as long as it’s a domain connected computer. If not, reset their password for them and have them try again.
    • If they are able to log back into their desktop successfully, have them either:
      • Try logging into ClassLink from another browser on that machine or
      • have them try from a separate machine
  • Panel Connectivity test – If their logins work on a separate machine, there may be some connectivity issue with that panel
    • Try navigating to https://api.ipify.org and see if you get an IP address for your sites outbound IP address range
      
    • If the IP address does not resolve, verify network connectivity of the panel to its hardline location or Wireless AP depending on the specific setup that panel is using.
      • Open a CMD box and do a Ping for the following locations
        • https://launchpad.classlink.com/leonschools
        • https://api.ipify.org
  • Auth Test - See if Classlink can look your acct up
    • Open https://auth.classlink..com it will load a generic screen
      • Type in the network username
      • Type in the network password
      • Type LEON in the Code field (Without this the login will fail)
      • Press sign in.
        You should get a login box like this –