Problem
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When using RoboKind Companion version 3.2, I cannot see the student tablet device in the list of available devices. |
Basic Troubleshooting
Make sure that
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the student device is powered on and connected to the Internet.
In the bottom right hand corner of both the facilitator and student
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device, verify that you see
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our apps current software version.
If you have an older version, please update. RoboKind Companion App Installation and Update Guide (iPads)
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If you are seeing DEV instead of PROD in the lower right hand corner, use the hidden menu (5 seconds in lower left hand corner) and then select “Server select” and change it to PROD.
Force close the companion app on both
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devices.
On an iPad, double tap the home button, then slide up on the RoboKind Companion App to close it.
For the web companion, use Control-FN-F5 on a laptop, or see instructions at https://support.planwithvoyant.com/hc/en-us/articles/360046611171-How-to-do-hard-refresh-in-Chrome-Firefox-Safari-and-Microsoft-Edge
Start the companion app
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on the facilitator
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device and sign in with your credentials used to sign in to https://central.robokind.com
Start the companion app
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on the student
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device and press the student button
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.
Your student device will be on the WAIT screen if it has been paired already. Or you will get a request for a pairing code, see How to start a Robots4Autism
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x lesson for step by step pairing instructions
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At this point the student tablet will be on the WAIT screen, and the facilitator tablet, within 15 seconds should show the student tablet.
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.
If not you still do not see your students device it may need to be re-paired, see How-to Re-Pair a Student Device.
Note: The companion app pairing process (iPad & Web Companion) pairs a student device to a specific organization (not to a specific teacher or student). This means that it is not necessary to re-pair devices when changing teachers or students, but if a facilitator/teacher is configured under a different level of the organization (i.e. a different district/school, in RoboKind Central etc.), then they will not be able to connect to a student tablet paired to a different level of the organization without re-pairing. How-to Re-Pair a Student Device Note that if this is a frequent challenge, RoboKind can help to restructure the account so that the affected teachers will be in the same organization, and classrooms can be used to manage groupings of which teachers/students will work together.
Advanced Troubleshooting:
If using a tethered or hotspot internet connection, ensure the tablet is not connected in Low Data mode. https://support.apple.com/en-us/HT210596
Test the internet connection on both iPad’s. You the affected iPad. It should be able possible to browse to central.robokind.com using Safari or an installed web browser, and log in using the facilitator’s e-mail address and password.
If In some cases, the tablets appear to have paired, but you are still unable to see the student tablet, we recommend the following:
Log out of the facilitator tablet. On the login screen choose back, and put the tablet in student mode, where it may prompt for a pairing code (do not populate this yet).
On the student tablet, access the hidden menu by holding a finger in the bottom left hand corner of the screen for 3-5 seconds until a menu appears, then choose the Disconnect option and then sign into the tablet as the facilitator.
From the facilitator tablet session setup screen, choose the Add New Tablet, and create a new alias that has not been previously utilized, for example the name of the classroom to which the tablet is assigned. The same name cannot be paired more than once, so it may be necessary to add a -2 or some other character to the end of the name.
Complete the pairing on the student tablet.
If after the all of the above troubleshooting steps, we will need to investigate this at RoboKind.
Please keep both tablets connected to power and turned on and on the RoboKind Companion screen.
Please make note of the e-mail address you are signed in with.
Please If issues persist, then we recommend creating an IT service desk to have the organization verify that www.robokind.com, learn.robokind.com, and robokind.us are classified as allowed educational software. https://robokind.atlassian.net/servicedesk/customer/portal/5/article/2110030012?src=-972075654
may need to be re-paired, for example if a tablet is shared by different teachers, or when a teacher has been moved in http://central.robokind.com. See instructions at https://robokind.atlassian.net/servicedesk/customer/portal/5/article/1609531399.
If issues persist, please submit a support ticket at https://robokind.atlassian.net/servicedesk/customer/portal/5/group/23/create/55 and provide a detailed description, including the e-mail address with which the teacher having the issue is signed in.
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