Welcome
Welcome to the November Tech Report. October was a very difficult month for the IT department with the number of issues we handled. Most of the issues were big and were not resolved in one day. We also have recently purchased and installed some new tech for the school.
Tech Issues October and Early November
Showbie Issue <==Resolved
The Showbie app was having similar issues to Google Classroom where the pdf editor was not functioning properly. After doing some research, I found additional sites relating to the functionality of Showbie needing to be whitelisted. After whitelisting these sites, the Showbie pdf editor began functioning the way it should. This was tested by 6th grade and confirmed as fixed.
JAMF Pro Server Database Corrupt <==Resolved
The week of Fall Break we experienced an issue with our JAMF Pro Server. JAMF Pro is the brand we use for our Mobile Device Management. It basically allows us to configure iPads, add applications, find lost iPads, add different profiles and configurations, alter settings, etc. Without this server, we are crippled when it comes to managing iPads.
The issue started when I received a few support tickets about Apple Classroom not updating. I noticed the server had not synced with PowerSchool in a couple weeks and went to force the sync. This did not work and I was unable to reach the server hosting Jamf. I tried forcing a restart of the server and when it came back up, Jamf would not load.
After spending two days with JAMF Pro support engineers trying to figure the issue out, they informed me the database was corrupted beyond repair and they had never seen that issue previously. We would need to reinstall from a month old backup.
Below is my summary of the issue:
Summary of Issue: No database connection to jamf pro mysql database. Database was corrupted and could not be restoredHalf of the database files deleted for no reason. Backups were not working properly and automatic backups did not work because jamf pro backup utility was not functioning properly.
Solution:
- Uninstalled mysql and reinstalled
- Recreated jamf pro database
- Reinstalled jamf pro backup utility and set automatic backups
- Started server and updated apple school manager tokens
- Deleted out old iPads (did this beginning of month)
- Re-enrolled replacement iPads
- Re-enrolled laptops given out in October
- Made profile changes
- Added scope to newly installed apps
- Made sure wiped iPads are dissociated from transfer students
Wifi Issues <==Resolved
Throughout the year we have been experiencing intermittent wifi issues where a single access point will be connected, but devices cannot reach out to the internet. This has been very frustrating for teachers, students, and IT staff. Additionally, I have noticed some of the access points overloading with devices while others have barely any devices connected.
With the assistance of a network engineer, I made some changes to our access points in hopes of improving the situation. This did not help and in the process, caused Apple Classroom and some of the printers in the building not to work.
Finally, I made some changes to the original setup of our new switches. Instantly the access points started to balance out and we haven’t noticed an issue since.
Apple Classroom Issue <==Resolved
The last week of October we experienced an issue with Apple Classroom. While the issue revealed additional problems with our JAMF Pro Server (Mobile Device Management Server), the issue was not resolved once we fixed the JAMF issue.
Teachers reported the inability to use Apple Classroom correctly. Students were all showing offline despite having bluetooth on and being in the same room.
The issue finally resolved after undoing some changes made to the access points in order to fix the wifi issues.
Relay update issue <==Solution Provided
Last month I reported an issue with Relay that caused students to lose connection to the internet when the Relay app updated. That issue is now fixed with the release of iOS 13.2.
It is recommended all students update their iPads to iOS 13.2. If you experience an issue with your Internet not working, it’s most likely the Relay issue. Delete the Relay app or stop the download and update your iPad. If you need help, fill out a support ticket.
2nd Floor TV Not Connected <==Resolved
For a couple weeks we had been unable to remote into the 2nd Floor TV to update the announcements. This happened after a power outage. We have had intermittent issues with that tv over the last couple years because it is the only one not hard wired. Mr. Dupras and I ran cable from an old access point port to the TV and it is now connected and working as expected.
New Stuff
School Messenger
Last month we rolled out School Messenger. After a few hiccups to start with over communication, I think it’s configured optimally at the moment. Parents are receiving texts and emails regarding low lunch balances and calls when the negative balances reach a specific amount. Additionally, parents are getting notified about unexcused absences as well as tardies. If parents have specific questions about tardies, they should check powerschool to find out what class their students are marked tardy in.
We will use the system to communicate school closings as well as any other emergency or important information. I have updated all staff in PowerSchool so they will also receive notifications.
Door Entry System
As part of our most recent innovation grant, we hired BT Video to install a new door entry system. The camera is clearer and at optimal height.
New Card Reader Server
We also had BT Video install a new card reader server. They will also be installing a card reader near the doors in the front foyer and leading to the Support Services wing. The new card reader system should function much like the old one, except be more reliable and more user friendly when it comes to creating new cards.
Support Ticket Breakdown
Support Tickets numbers were high last month. All of the wifi issues were related to the Relay problem. The Apps issue were a mix of Google classroom and other apps. Airplay/Apple TV issues came about when staff needed to turn their Apple TVs on with the remote. This happens from time to time, so if your Apple TV does not connect, make sure it’s turned on.
Lost iPads
Lost iPads were at all an all time high last month. This is rather embarrassing and shows a lack of responsible iPad usage. Students should not set their iPads down in hallways, bathrooms, the gym, etc. Students need to do a better job of making sure they have their iPads when they leave the previous class. The GOOD news is all were recovered using the correct procedures. Thank you to staff for your continued usage of the proper procedures for tech.
Broken iPads
Again last month iPad Insurance Claims were very low. This seems to be the norm now. Please ensure you are checking cracks on student iPads to see if it is the screen protector or the actual screen.
Reminders
- Please remember to fill out support tickets for support issues.
- Take care of your devices.
- Visit HAST Tech Store for chargers, screen protectors, and to pay iPad deductible online
