Troubleshooting: Can't find student device during session setup
- Daniel Crosby (Deactivated)
- Geraldine Lara (Unlicensed)
When using RoboKind Companion, I cannot see the student device in the list of available devices.
Basic Troubleshooting
Make sure that the student device is powered on and connected to the Internet.
In the bottom right hand corner of both the facilitator and student device, verify that you see our apps current software version.
If you have an older version, please update. RoboKind Companion App Installation and Update Guide (iPads)
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 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 How to do hard refresh in Chrome, Firefox, Safari and Microsoft Edge
Start the companion app on the facilitator device and sign in with your credentials used to sign in to https://central.robokind.com
Start the companion app on the student device and press the student button.
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 4.x lesson for step by step pairing instructions.
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 the affected iPad. It should be 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.
In some cases, the tablets 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, 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
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.