Technology Status

  • The following are KNOWN ISSUES that our Information Technology Division is working to address, in collaboration with our external technology partners.

    Issue 1: Schoology Assessments (9/17/2020)

    FBISD has been made aware by Schoology that assessments are currently experiencing an issue that is affecting many users.  Assessment scores may not appear inside the assessment. This can cause a issue with the grade book in Schoology. Please do not sync your grade books at this time. Vendor has identified the issue and developing a fix.  At this time we have no estimated time of resolution.   Thanks for your patience during this time.

    Issue 2: Missing Wifi (9/1/2020)

    The District is aware of a hardware issue with specific student laptops. The issue may occur when a student tries to connect the device to a wireless connection. The Wifi signal indicator on the laptop may disappear and behave as if there is not a nearby Wifi broadcast signal. This problem may appear on some of the HP X360 G4 model laptops. You can verify the model information by looking at the bottom of the laptop and it can be found on the manufacturers tag.

    The District is working with HP to further identify the cause of this issue and we have also noted similar issues posted on the Intel web site, https://community.intel.com/t5/Intel-NUCs/Intel-Wireless-AC-9260-160-MHz-card-fails-to-start/td-p/724799.

    There are some interim workarounds that can provide an immediate solution to minimize the impact of this issue.

    • Do a Hard Reset by re-booting the laptop then wait till it gets to the Login Screen.
      1. Once at the Login Screen hold the power button down for 30 seconds. The power button is on the left side by the display hinge.
      2. Press the power button to power the unit back on and see if the Wifi re-appears.
    • Use the Ethernet port on your home router if that is an option.
      1. Your Internet Provider should have included the cord when they gave you the router.
      2. If you need an cord please go to the nearest service depot.
    • Students can use a USB Wifi Dongle.
      1. Over the next few days we expect to have Wifi Dongles in stock that can be used as an alternative please go to the nearest service depot.
    • Students can do a BIOS Software Update from home by contacting 281 634-0826.
      1. Support staff will assist with this process and walk the parent or student through this update.
      2. All else fails swap out the device at the Service Depot as this may be a hardware failure problem. Please go to the nearest service depot.

    Issue 3: Office 365 License (8/31/2020)

    The District is aware of a License issue with Office 365 on certain student laptops. This issue is not on every device issued however it appears to be specific to certain revisions of the installed software. The District is working with Microsoft to isolate the cause of this issue.

    As a quick resolutions Students can do an Update from home by contacting 281 634-0826.

    1. Support staff will assist with this process and walk the parent or student through this update.
    2. If you have a good VPN Network Connection follow these steps to get the update that will help with the Office 365 license issue.

     


    The following are RESOLVED ISSUES.

    • 1Link Slow Login (9/21/2020)

      We've received reports regarding slow logins. 1Link is investigating and working to identify the cause and will restore service as quickly as possible.

    • Student iPads cannot use the Audio Video option for Assessments and Discussion Posts in Schoology (9/17/2020)

      When the student accesses the assessment question using the 1Link browser, the student receives an error for any assessments using Audio or Video questions. A workaround for assessments not using LockDown Browser can be for the teacher to use the attachment question in the assessment. The student can then use the live camera to record a response to the question. Students on a laptop will be able to use the Camera App on their device to record the same type of message with their webcam and save and post from My Pictures.

      When the student accesses a chat message requiring an audio response, they receive a message that states, “please Use a Supported Browser’. The workaround is to have the student use the attach file option in the chat window which will allow the student to use the live camera app on the iPad to record their response.

      Schoology has been made aware and is looking into a resolution for the browser issue with LockDown Browser and the 1link, Safari, and chrome (non desktop version). Since FBISD requires students to use the 1link browser, it is not recommended to use Chrome to access assignments posted by teachers on the iPads.

    • Some student laptops do not have the Microsoft Camera application installed.

      It was identified that some of the devices deployed to students do not have the latest version of Microsoft Windows installed. A communications was sent with directions for those who were affected. 

    • Connectivity of District Devices (9/16/2020) Information Technology Services is aware of a technology issue this morning that prevented connectivity of district devices. This issue has been resolved as of 10:00am. Also, the issue impacting small number of devices using VPN on student devices accessing the network from inside a district facility has been resolved.

    • Ren360 (9/8/2020)

      Teachers and students were experiencing issues logging into Ren360 from Schoology. This issue is now resolved

    • Firewall and Internet (9/3/2020)

      Technology Services is investigating issues that are appearing on the District firewall and internet systems. We will send out updates as the investigation progresses, and estimated time to restoration once cause is established.

    • Some users intermittently can't join Microsoft Teams meetings (Web)

      Event started: August 20, 2020 1:18 AM.Event ended: August 21, 2020 10:45 AM.

      Users may be intermittently unable to join Microsoft Teams meetings, via Microsoft Teams Web.

      Microsoft has identified that a recent feature update, intended to improve the Teams meeting experience has unexpectedly caused impact. This issue may potentially affect some users attempting to join Microsoft Teams meetings

    • Some student laptops are encountering 'domain' or 'portal' errors when logging into Windows or our VPN client, GlobalProtect.

      In order to ensure your District-provided laptop is able to log in from home, please follow these steps very carefully.

      1. Go to the nearest FBISD campus (elementary, middle, or high school)bus/car ramp
      2. Restart your computer once you get in close proximity to the building
        • If the computer logs in automatically, click Start, then the profile icon, then 'Sign Out'
      3. When you see the login screen, login w/ your student user ID (6 digits) and password
      4. The student's name will appear on the screen, and the computer will configure itself
      5. Once this setup process is finished, the student profile is automatically saved to the computer and will be able to log in from anywhere

    • Some users can't join Microsoft Teams meetings
      Event started: August 19, 2020 10:15 AM. Event ended: August 20, 2020 12:49 PM

      This issue can affect any user attempting to join a meeting hosted in the North American region. Users may be intermittently unable to join Microsoft Teams meetings that are hosted in the North American region.

      An increase in traffic in the North American region has caused an issue in which users are intermittently unable to join Teams meetings or add participants to meetings. While Microsoft believes to have taken the appropriate actions to mitigate impact, due to the reoccurring nature of this issue and out of an abundance of caution, their investigation will remain active. In addition to rerouting traffic to alternate infrastructure yesterday, Microsoft has made a configuration change to performance and traffic-management parameters to mitigate impact. The service continues to look stable but monitoring will continue through US business hours

    • WeVideo assignments do not work on the iPad. When accessing WeVideo from the Schoology Course, a Welcome to WeVideo message is displayed with instructions to use the desktop app or launch the WeVideo iPad app.

      The WeVideo iPad app was deployed at 11:00 AM to all district iPads. The student will need to first launch WeVideo from Schoology to activate their account.

      Once activated the student can go to the desktop of the iPad and launch the WeVideo application. Once loaded onto the screen, to log in, click the three lines on the top left of the screen and choose My Account. Click the Microsoft Red Icon to launch the Microsoft Sign in page. Enter the student email address and password. The WeVideo app will work the same as on the desktop. Once a project has been completed, the student can click the orange icon to sync the video project to the WeVideo online site to post to Schoology Assignments. Alternatively, the video can be created locally and added to the assignment as an attachment.

      A video will be provided shortly with instructions on how to use and upload videos.

    • August 19 - 8:30 a.m. – Schoology is experiencing service degradation. At this time you may experience pages unable to load. Schoology is aware and is actively working on a solution. Thank you for your patience. This is now resolved as of August 19 at 10 a.m.

    • There was a known issue with the Teams app disappearing from some District-managed iPads starting early in the day on Monday, August 17 and was resolved later that day (reports that the app was re-appearing due to the IT corrective action were reported starting at 3p). A successful workaround for Parents and Students was to re-install the Teams app from the "Self Service" app on the iPad.

    • There was a known issue with some pre-K, K and 1st Grade Student accounts (a password synchronization issue confirmed with Microsoft) that is affected logins to 1Link and Office365 on Monday, August 17.

    • The Microsoft Teams app on Apple iOS devices (iPad, iPhones) was not functioning for some users, first reported August 9 7:00 PM (KB-139). This was a Microsoft system-wide error that affected some versions of iOS and many FBISD Staff and Student accounts. Microsoft resolved this issue for the FBISD tenant Sunday, August 16 (verified 3:00 PM).

    • Fort Bend ISD is aware that some FBISD students were unable to log in to their District accounts after one of Thursday’s (August 13) overnight processes failed to properly upload student data. The District’s Information Technology Division addressed the issue by midday Friday (August 14) and has confirmed that all access has been restored. If you continue to experience issues, please see information below about the weekend call center. Call Center Number: 281-634-0826

     


    As a reminder, for various technology resources and support, visit Technology Resources for detailed information, how-to's and FAQs.