Student Device Troubleshooting Guide

🔁 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.

🛠 2. Make Sure Your System is Up to Date

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

  • Windows: Go to Settings > Update & Security > Windows Update

  • Mac: Open 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.

🛡 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 free antivirus that is less restrictive

  • Never turn off antivirus protection long-term — only for troubleshooting

🔒 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]

🌐 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 or mobile hotspot

 

PLEASE NOTE:
ITS DOES NOT INSTALL SOFTWARE, REPAIR, OR PERFORM MAINTENANCE ON PERSONAL DEVICES.

This includes laptops, tablets, and smartphones that are personally owned by students. 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 that go beyond access to Keyano systems (such as hardware failure or persistent software errors), we recommend visiting a local tech support 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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Related Services / Offerings (2)

Student Login and MFA Support
Request a password reset or update MFA settings for external accounts associated with Keyano systems. Username or email required; specify MFA update details if applicable.
Student Software and Device Support
Use this form to report issues accessing Keyano College systems such as Moodle, Microsoft Office, LockDown Browser, or if you’re having trouble connecting to the internet or using your device for academic purposes. This form is intended for basic troubleshooting and support only.
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