Hapara Troubleshooting- REMINDER

If you are experiencing problems connecting to a student device using the Hapara Interact tab, please remember to check the following steps BEFORE submitting a help desk ticket…

  1. Make sure that the student is logged in to their correct @susd12.org student account on their Chromebook.
  2. Look for specific information related to the student’s device by checking the Highlights tab along the top of the page (see below)…

  1. If you’re not getting a message like those above but you are still having trouble connecting, have the student run a Diagnostics Check on their device by clicking on the Hapara Chrome App which is posted on the top of their browser (see below).

When the student clicks this icon, it should either resolve the correction error OR it will provide the student with an CONNECTION ERROR CODE. Including this code with your helpdesk ticket should greatly help us in identifying a solution to the problem.

If you don’t see the Hapara Diagnostic icon on the student device, this is an indication that the student Chromebook is not enrolled correctly to our enterprise domain and is not pulling the correct policy for the device.  If this is the case, the device should be brought to your school I.T. Tech or MCT so that they can re-enroll the device correctly.

If  you have run the diagnostic following the directions posted above and you’re still unable to connect, please submit the error code message which was returned when you submit your ticket to http://helpdesk.susd12.org

For additional Support and Troubleshooting tips, check out the Hapara Community Support Page (linked here).