Camp Invention Connect™ Google Classroom Parent Troubleshooting Guide

Table of Contents Participant FAQs and Troubleshooting ...... 4 I’m having trouble signing into my account...... 4 • I can’t sign into Google Classroom...... 4 • I forgot my password...... 4 • I’m having trouble signing out...... 4 I’m having trouble accessing classes...... 6 • My class code doesn't work...... 6 • I deleted or forgot my class code...... 6 • I deleted my class invitation...... 6 • I accidentally unenrolled from a class and want to re-enroll...... 6 I’m having trouble posting comments...... 6 • I can't post a comment ...... 6 • How do I undelete a post? ...... 6 How do I change my profile picture? ...... 7 How do I join a class on my Desktop (with class code)? ...... 7 How do I join a class on my Desktop (with an email invitation)? ...... 8 How do I join a class on my mobile device (with a class code)? ...... 8 How do I join a class on my mobile device (with an email invitation)? ...... 9 How do I find resources from my Coach? ...... 10 • If your Coach posts resources on the Resource page: ...... 10 • If your Coach posts resources on the Stream page: ...... 10 How do I join a Google Meet/Hangouts video meeting? ...... 11 • Join a meeting via link or invitation...... 11 • Join a meeting via Classroom...... 12 • Join a meeting via Gmail...... 13 Where/what can I control during a Google Meet/Hangouts video meeting? ...... 14 Common FAQs and Troubleshooting ...... 15 What does Classroom cost? ...... 15 How do I sign up and activate my Google Classroom account (via Desktop)? ...... 15 How do I sign up and activate my Google Classroom account (via Mobile)? ...... 16 Is Classroom accessible to users with disabilities? ...... 16 What is a G Suite account? ...... 17

Can I join classes created by other user account types? ...... 18 Does Google use or own any of the Coaches’, participants’ or schools’ data outside of Classroom? ... 18 How do I fix audio or video call problems? ...... 19 How can I fix problems with Hangouts? ...... 20 • I can't send a message on my phone...... 20 • I can't send a message from my computer...... 20 • I am seeing a "Trying to reconnect" error...... 20 • I can't install the Hangouts plugin...... 20 • How does Hangouts secure information? ...... 21 • My browser freezes when screenshare is selected in Hangouts...... 21 • Hangouts doesn't work on Firefox...... 21 Google Meet Troubleshooting: Joining a Meeting ...... 22 • I cannot create or join a Meet video meeting...... 22 • I cannot join or create video calls from chat conversations...... 22 • My scheduled meetings do not display...... 22 • A dial-in number is not listed on my meeting...... 22 • A dial-in number is missing or for a different country...... 22 • Why is a network problem displayed? ...... 23 • Meet is showing the wrong time...... 23 • Why is "Your meeting is full" displayed? ...... 23 Google Meet Troubleshooting: Presenting Your Screen and Camera Issues ...... 23 • Access to my microphone or camera was denied...... 23 • People can't see me in the meeting...... 24 • How can I allow Google Chrome to access my camera? ...... 24 • I am having issues presenting...... 24 • Why is the meeting window displayed when I present? ...... 25 • I cannot be heard in a meeting...... 25 • How can I unmute my Windows device? ...... 25 • How can I unmute my Mac device? ...... 25 • How can I unmute my Linux device? ...... 25 • How can I unmute myself in Meet? ...... 26 • Why are some sounds reduced in Windows? ...... 26

Google Meet Troubleshooting: Meet is Unresponsive or Unavailable ...... 26 How do I set up and view live streams?...... 26 • I can’t find the “Start Streaming” button...... 26 • Viewers can’t access the live stream that I configured...... 27 • I want to see viewer stats for a live stream event...... 27 • The error message “This stream is not available to your domain” appears...... 27 • The error message “Waiting for streaming to begin. Please stand by” appears...... 27 • I can watch the video stream, but there is no audio...... 28 • How do I give feedback to the presenter or organizer? ...... 28 Additional Classroom Training Resources ...... 29 Google Troubleshooting Guide Reference Page ...... 30

Participant FAQs and Troubleshooting

I’m having trouble signing into my account.

• I can’t sign into Google Classroom.

You might be trying to sign into Classroom with the wrong account. Check that you’re using the email account connected to Classroom. You sign into Classroom with one of these accounts:

• School account — Also known as a G Suite for Education account, this account is set up by an accredited school. It looks like [email protected]. • Personal Google account — This is set up by you, or your parent or guardian. Typically, you use a personal Google account outside of a school setting or in a homeschool setting. It looks like [email protected]. • G Suite account — This is set up by your organization’s administrator. It looks like [email protected]. Note: You must have an active internet connection to sign in. If you can’t sign in with the correct email account and password, maybe your program doesn’t automatically activate Classroom for new participants. Ask your Coach.

• I forgot my password.

If your program uses G Suite for Education, ask your Coach to contact the admin to reset your password.

If you’re a participant using a personal Google account, see Change or reset your password.

• I’m having trouble signing out. How do I sign out?

Android, Computer, iPhone and iPad

On Android, you don't sign out of an account; instead, you remove your account from your device. Removing the account doesn't delete the it, so you'll still be able to use your account on other devices.

1. In the Classroom app, tap Menu .

2. Next to your name and email, tap Down Manage accounts.

3. Tap Google.

4. (Optional) Tap your account.

5. At the top right, tap More Remove account.

6. To confirm, tap Remove account.

I’m having trouble accessing classes.

• My class code doesn't work.

If your program uses G Suite for Education, ask your Coach to send you a new class code. If the new class code doesn’t work, ask your Coach to contact the school’s admin.

If you’re a participant using a personal Google account, ask your Coach to send you a new class code.

A class code consists of 6 or 7 alphanumeric characters. For example, hjhmgrk or g5gdp1.

Note: You only use the class code once to enroll. You don't need to reuse the class code.

• I deleted or forgot my class code.

If you deleted, lost or forgot the class code before adding yourself to a class, ask your Coach to resend the code or set a new one.

Note: You only use the class code once to join the class. You are then enrolled in the class and you don't need to reuse the code again.

• I deleted my class invitation.

If you lost your class invitation before you added yourself to a class, ask your Coach to resend the class invitation.

Note: You only use the class invitation once to enroll. You don't need to reuse the class invitation again.

• I accidentally unenrolled from a class and want to re-enroll.

If you accidentally unenrolled from a class, ask your Coach to resend a class code or invitation.

I’m having trouble posting comments.

• I can't post a comment

Your Coach turned off posting for that class. Ask your Coach for more information.

• How do I undelete a post?

You can’t undelete a post. However, your Coach can see all your deleted posts.

How do I change my profile picture?

1. At the top left, click Menu . 2. Scroll down and click Settings.

3. Under Profile, click Change.

4. Click or drag a photo from your computer. 5. (Optional) Resize the box over your photo. 6. Click Set as profile photo.

How do I join a class on my Desktop (with class code)?

1. Go to classroom.google.com. If this is your first login, be sure to select your role as Student 2. Click the + at the top right of the page to Join Class.

3. Enter the Class Code given to you by your Coach and click Join.

How do I join a class on my Desktop (with an email invitation)?

1. Go to classroom.google.com. If this is your first login, be sure to select your role as Student.

2. Click the at the top right of the page to access other Google software.

3. Press the symbol. Your newly created Google Mail page should open in a new tab in your browser. 4. Open the email with the following subject: Class Invitation: “”

5. Click the button to accept the class invitation.

How do I join a class on my mobile device (with a class code)?

How do I join a class on my mobile device (with an email invitation)?

How do I find resources from my Coach?

Your Coach can post resources either on the Stream page or on a Resource page.

• If your Coach posts resources on the Resource page:

• If your Coach posts resources on the Stream page:

1. Once you’ve logged into your Google Classroom account, make sure you’re on the Stream tab. If you’re not sure, below is what the Stream tab looks like:

How do I join a Google Meet/Hangouts video meeting?

• Join a meeting via link or invitation.

1. Choose an option: • If your Coach shared a meeting link, click the link or paste it into your browser. • If your Coach sent an invite in an email message, click the link or Join Meet in the message. • Below is an example of how an email invite would look from Google Calendar:

1. Click the blue link in your email under Join to join the meeting.

2. OR In Meet, in the top corner, make sure you’re signed in with your school account. If you’re already signed in and need to switch accounts, click Switch account. 3. Click Join now.

• Join a meeting via Classroom.

1. Click the class. 2. Choose an option: a. On the Stream page, at the top, click the Meet link.

b. On the Classwork page, at the top, click Meet .

c. On an announcement or post, click the link for the class video meeting.

3. (Optional) To allow Meet to use your camera and microphone, click Allow. 4. Before joining the meeting, in the top right corner, check that you’ve signed in with your Classroom account. If not, switch to your Classroom account. 5. To join the class video meeting, click Join now.

To leave the video meeting, in Meet, click Leave call.

• Join a meeting via Gmail.

1. Open Gmail. a. Be sure to sign into Gmail with your school account. 2. In the sidebar, click Join a meeting.

3. Enter the meeting code or nickname click Join.

Where/what can I control during a Google Meet/Hangouts video meeting? Participants will not be able to join the meeting until the Coach opens the meeting and/or starts the meeting. For Google Meet, you have the options to:

People: shows who is a part of During your Google Meet: your meeting

Chat: live chat with everyone

Use this bottom bar to mute/unmute yourself, turn your video on or off, or hang up, turn on captions, and more

For Google Hangouts, you have the options to:

Chat: live chat to People: shows who everyone are apart of your meeting

Settings & : share your screen & change your settings here

Use this bottom bar to mute/unmute yourself, turn your video on or off, hang up.

14 Common FAQs and Troubleshooting

What does Classroom cost?

Classroom is free for all users.

How do I sign up and activate my Google Classroom account (via Desktop)?

If you already have a Google account, you can skip these instructions.

1. In the toolbar of your internet browser, type in the URL classroom.google.com and press enter.

2. Click the button in the middle of the page. If you already have a gmail.com account, you can sign in using that email account.

3. Create a Google account by clicking on the link.

4. On the right side of the page, fill in the necessary information to create your Google account. You will have to choose your own username and password. (Write this information down elsewhere so that you don’t forget it.)

5. After you have filled out all the necessary information, click the button.

6. Click the button in the middle of the page.

How do I sign up and activate my Google Classroom account (via Mobile)?

Is Classroom accessible to users with disabilities? Yes. Google is committed to improving Classroom accessibility for their users, including those with disabilities. Learn more about accessibility.

Participants who are visually impaired can use a screen reader on their computers and mobile devices to use Classroom. This article focuses on computer screen readers, although mobile screen readers are also supported.

16 This article has sections on recommended browsers for screen readers, navigating Classroom, completing common tasks in Classroom, and related resources.

Choosing browsers and screen readers

Depending on your device, we recommend the following screen readers and browsers:

• ChromeVox on ChromeOS devices • NVDA or JAWS with Firefox or Chrome Browser on Windows devices • VoiceOver with Chrome Browser on Mac devices

Navigating Classroom

When you open Classroom, you’re on the Classroom homepage, also known as the Classes page. The Classes page has 3 main areas:

• Main navigation area — Find your classes, calendar and settings for Classroom notifications. You can also open the main navigation area from within a class and return to the Classes page. • Banner — Find general settings and controls, including the Google bar for switching to other apps and user accounts. • A list of your classes — Find all the classes you’ve joined and classes a Coach has invited you to join. Each class has a class card with buttons and links on it. After you join a class, the class card includes a Your work link, a class Folder link, and a menu button with options to move the class card or unenroll from the class.

Within each class, there are 3 main areas:

• The Stream page — Post messages to the class and find announcements from the Coach. Note: Participant permissions to post on the Stream page depend on Coach settings. • The Classwork page — Find work assigned by your Coach and view the work you’ve submitted. • The People page — Find your Coaches and a list of your fellow participants. Depending on how your Coach sets up Classroom, you might be able to email your Coach and classmates from the People page.

What is a G Suite account?

A G Suite account is typically used in large organizations that run one of the following G Suite editions:

• G Suite Basic • G Suite Business • G Suite Enterprise

17 • G Suite for Nonprofits

The account looks like [email protected]. Your organization’s admin creates and manages these accounts.

Can I join classes created by other user account types? You may be able to join classes created by users with different account types, but only if your account type and if your organizational admin allows it.

If a participant uses Classroom And the Coach uses Classroom with... with... Can the participant join the class?

• G Suite for Education • G Suite for Education Yes, if class settings in both • G Suite for Nonprofit • G Suite for Nonprofit organizations allow it

• G Suite Basic • G Suite Basic Yes, if class settings in both • G Suite Business • G Suite Business organizations allow it • G Suite Enterprise • G Suite Enterprise

• G Suite for Education • G Suite Basic No • G Suite for Nonprofit • G Suite Business • G Suite Enterprise • A personal Google account

A personal Google account A personal Google account Yes

If you’re a G Suite administrator and would like more information, see Control user access to Classroom.

Does Google use or own any of the Coaches’, participants’ or schools’ data outside of Classroom?

No. Google doesn’t assume ownership of any user data in G Suite core services, including G Suite for Education. If an education department, school or university decides to stop using Google, we make it easy for them to take their data with them.

Your content or data is never used for advertising purposes. Learn more about privacy and security.

How do I fix audio or video call problems?

If the person you’re calling can’t hear or see you, try these steps:

Step 1: Check your hardware.

1. Make sure your microphone, camera and speakers are plugged in to your computer and turned on, and your microphone isn’t muted. • If you connect any of your hardware using USB, check if you need to install software from the device manufacturer. 2. Make sure other programs on your computer aren’t using your microphone, camera or speakers. 3. At the bottom of the video call window, make sure you’ve turned on the microphone or camera .

Step 2: Check your Hangouts settings.

1. At the top of your video call window, click Settings . 2. Make sure the correct device is selected for each setting (change it using the Down arrow ): • Camera : If your camera is working, you’ll see your video at the top right. • Microphone : To test your microphone, speak out loud and ask if the other person can hear you. • Speakers : To test your speakers, click Test.

Step 3: Restart your call and computer.

1. Exit and rejoin the video call. 2. Restart your computer.

Step 4: Ask the other person to troubleshoot.

If you can’t see or hear the other person, ask them to try the steps above.

If you’re still having problems, visit the Hangouts forum to get help from knowledgeable people who use Hangouts.

Report issues or send feedback about Hangouts.

You can send comments, suggestions or technical issues to Google.

1. At the top of your video call window, click More . 2. Click Feedback. 3. On the left, choose whether you want to include a screenshot. A screenshot can help with technical problems. You can highlight or black out any areas of the photo. 4. Describe your problem. Be as specific as you can. 5. Click Send.

How can I fix problems with Hangouts?

If you can’t send a message, or can’t install the Hangouts plugin, you may be able to fix it. Select your problem below:

• I can't send a message on my phone.

If you can’t send messages, you may have internet connection problems. Try these steps:

1. Check your cellular data: Make sure data is turned on and you have a strong signal. 2. Check your Wi-Fi signal: If your signal is not working, turn Wi-Fi off and then back on. 3. Sign out of the Hangouts app and then sign back in: Learn how to sign out.

• I can't send a message from my computer.

If you have server issues, you may see a red error . If you see this error, send your message again. If you still get the error after a few minutes, send the message again.

What happens when you get this error:

• The message may not be stored in your message history. • The message may not show up on other devices. • If your contact isn't online, they may not get your message when they sign back in.

• I am seeing a "Trying to reconnect" error.

Your computer is trying to connect to the server and you'll get your messages when you're connected to Hangouts again.

To fix the error, make sure you're connected to the internet and that these domains aren't blocked by your network administrator:

• *.client-channel.google.com • clients4.google.com

• I can't install the Hangouts plugin.

If you have problems installing the Hangouts plugin, or if you receive a message asking you to reinstall it, check that your settings are correct.

If you use Chrome, you don't need the plugin. You only need the plugin if you use Safari, Internet Explorer or another browser.

1. Download and install the Hangouts plugin package again. 2. Make sure the plugin is enabled.

• Safari: Click Preferences Security Plug-in Settings. Find the Hangouts plugin (Google Talk Plugin or Google Talk Plugin Video Renderer). Make sure the plugin is allowed. • Internet Explorer: Click Tools Manage add-ons. Under Show, click All add- ons. Find the Hangouts plugin (Google Talk Plugin or Google Talk Plugin Video Renderer). Make sure the plugin is turned on. 3. If you use Internet Explorer, make sure you have the 32-bit version (not 64-bit). 4. If you use Windows 8, switch to desktop mode to allow the plugin to work. 5. Check your browser's extensions. Turn off any that use "click to run."

If you still have issues, try these steps:

1. Refresh the browser page. 2. Close or quit your browser, then reopen it. 3. Restart your computer. 4. Uninstall the Hangouts plugin, then download and install the Hangouts plugin again. 5. Try using the Chrome browser, which doesn't require the plugin. Learn more about Chrome.

• How does Hangouts secure information?

When you send messages or talk with someone on Hangouts, your information is secured, including:

• Hangouts conversations and video calls in all devices. • Meetings through Chromebox for Meetings.

Audio and video:

• To improve audio and video quality, Hangouts calls use a direct peer-to-peer connection when possible, instead of routing through a server. Learn more about peer to peer connections. • When you dial a phone number from a Hangout, audio is secured until it reaches the carrier network. Telephone carriers are responsible for the audio within carrier networks.

Learn more about using Hangouts for school or work.

• My browser freezes when screenshare is selected in Hangouts. This can happen if your computer is using incompatible video adapters or video drivers.

To fix it, upgrade the computer's video adapters and video drivers to the latest version.

• Hangouts doesn't work on Firefox. Classic Hangouts video calls no longer work with the Firefox browser. This is because Firefox no longer supports plugins, which are required for classic Hangouts voice and video calls. Use a supported browser instead. Tip: Ask your G Suite administrator about Google Meet, which works with Firefox 60 and higher.

Google Meet Troubleshooting: Joining a Meeting

• I cannot create or join a Meet video meeting.

To create a new Meet video meeting or add a link in a Google Calendar event, you must be signed into a G Suite or a Google account.

Note for G Suite users: If you can join a Meet video meeting but cannot create or add Meet video meetings, your administrator might need to turn on video calling for your organization. Ask your G Suite administrator for more information.