Great question! To get some additional information to help us troubleshoot, please ask the student to share:
What type of device they are using?
- Right-click on your desktop’s Computer icon, then click Properties. Or, click on the Start button, right-click on Computer, then click Properties.
- The “System Information” screen should now be displayed. Look in the “System” section for the computer’s model number and the amount of installed RAM.
- Flip over your Chromebook safely.
- Look at the sticker on the bottom.
- Look for the brand and a model number following it.
- For example, my Acer 11.6” says “Acer CB3-131-C3SZ” on the bottom sticker. So this means “Acer” is my brand/manufacturer, and “CB3-131-C3SZ” is the model number.
- Go to the Apple menu (upper-left corner) > About this Mac.
- In the window that pops up, you'll see a type of Macbook listed.
- For example, my MacBook says "MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports). So this means my model is a MacBook Pro 13-inch, 2019.
Which version of Chrome are they using?
- In a Google Chrome browser: click on the three dots menu --> Help --> About Google Chrome.
- For example, my Chrome says "Google Chrome is up to date - Version 80.0.3987.149 (Official Build) (64-bit)"
This information will help us troubleshoot what the student might be seeing or experiencing.