General Troubleshooting for Student Devices

If you are having trouble accessing Moodle, LockDown Browser, KeyanoMail, or other Keyano systems, try the steps below. These quick checks resolve the most common issues.

🔁 Step 1: Restart Your Device

It may sound simple, but restarting your computer or mobile device can solve many problems. Restarting clears memory, stops background errors, and applies pending updates.

🛠 Step 2: Make Sure Your System is Up to Date

Check that your device’s operating system and web browsers are up to date:

  • Windows: Settings > Update & Security > Windows Update
  • Mac: System Settings > General > Software Update
  • Browsers: Use the latest version of Google Chrome or Microsoft Edge for best compatibility.

Using outdated software can cause login issues or prevent Moodle, LockDown Browser, or Office apps from working properly.

🛡 Step 3: Free Antivirus Software Conflicts

Some free antivirus programs may interfere with LockDown Browser or Keyano services. If you're having problems:

  • Temporarily disable the antivirus while using LockDown Browser or Moodle.
  • If that solves the issue, consider switching to a different antivirus that is less restrictive.
  • Never turn off antivirus protection long term — only for troubleshooting.
🔒 Step 4: LockDown Browser Tips

LockDown Browser is required for some exams on Moodle. If you’re having trouble:

  • Make sure you're using the latest version (re-download if needed).
  • Close all other applications before launching LockDown Browser.
  • On Mac: Grant permission for screen recording in System Settings if prompted.
  • Restart your device and try again.

📄 For step-by-step instructions, visit: [Insert LockDown Browser Support Link]

🌐 Step 5: Check Your Internet Connection

  • Make sure you're connected to Wi-Fi or Ethernet.
  • Try restarting your modem/router.
  • If you're using public Wi-Fi (like a café), try switching to a home network or mobile hotspot.
⚠️ Please Note (Personal Devices)

ITS does not install software, repair, or perform maintenance on personal devices.

This includes personally owned laptops, tablets, and smartphones. Our team is unable to:

  • Install or uninstall software on your personal device
  • Physically handle or inspect personal hardware
  • Repair damaged screens, batteries, ports, or internal components
  • Reset, reimage, or configure your operating system

If you are experiencing issues beyond access to Keyano systems (such as hardware failure or persistent software errors), we recommend visiting a local tech provider such as Staples, or another certified repair service in your area.

While ITS cannot work directly on your device, we are happy to help ensure it is properly connected to services like Moodle, Self Service, KeyanoMail, and other official platforms — as long as your device is functional and meets basic requirements.

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