CAC Help Desk Workflow
No itopia Icon in Clever/ClassLink:
• Navigate to labs.itopia.com (direct student portal) to launch CloudApps Classroom (if assigned to a class).
• Verify the user sees the class they are attempting to access.
• If students cannot see classes on the portal, reach out to your System Admin for assistance on being assigned to the proper class.
• Rostering issue: Please reach out to your team and confirm the course number is
included in the original roster request.
Clicked the itopia Icon in Clever/ClassLink and It Failed to
Launch:
• Verify the cache has been cleared for all time, and the page was refreshed.
• Verify the course is rostered for this class.
• Verify the course is still shared in Clever/ClassLink (District Clever Admin).
• Navigate to labs.itopia.com (direct student portal) to launch CloudApps Classroom
(if assigned to a class) to verify the user sees the class they are attempting to access.
Cannot Log into the Session:
• Verify the cache has been cleared for all time, and the page was refreshed.
• Verify the user is logging out of the session correctly and not just closing the lid or
browser tab.
• Verify the device has been rebooted on an HISD site to get all of the updates provided by
your DOT.
• Verify the user is using either the Clever/ClassLink itopia icon to launch or choosing
"Login with Google" (or district IdP) from the student portal.
Kicked Out of a Session and the Screen Returns to the
Student Portal with the Class Visible:
• Simply click the Connect or Start button seen on the class tile to return to the session.
Kicked Out of a Session, Gets a Windows Logon Screen:
• This occurs when the idle timer kicks in and locks the session.
Resolution: Stay active! Sessions have a 15-minute inactivity timeout and will begin the shutdown process.
Users cannot log in from the Windows logon screen.
Click Refresh.
Access the right-hand sidebar menu and click "Return to Desktop."
From the student portal, locate the class and click Connect or Start.
Click Shutdown from the Windows logon screen, wait for the machine to complete the
shutdown, and then attempt to launch the class again.
Students’ sessions can be stopped from the CAC dashboard (District/Campus/Class
Admin).
Wait a few (up to 5) minutes and try again.
Dropped Sessions: Browser Tab Goes All White While
Actively in a Session:
• Verify the cache has been cleared for all time, and the page was refreshed.
• Verify the user is logging out of the session correctly and not just closing the lid or browser tab.
• Verify the device has been rebooted on an HISD site to get all of the updates provided by your DOT.
• Please ask your local IT team to review traffic.
• Please note the day, time, location, and class of the event. Include the user's name/email
address. Report to local IT for itopia support ticket submission.
Slow Sessions:
• Verify the cache has been cleared for all time, and the page was refreshed.
• Verify the user is logging out of the session correctly and not just closing the lid or
browser tab.
• Verify the device has been rebooted on an HISD site to get all of the updates provided by your DOT.
• Please ask your local IT team to review traffic.
• Please ask your IT team to review STUN/TURN and latency.
• Run a network test on the student portal at the location of the issue; provide a
screenshot of test results.
Autodesk Application Desktop Customization Did Not Stay:
• Ephemeral sessions: These configurations will be deleted.
Licensing Issue with Autodesk or SolidWorks (Network
Licensing) Fails to Authenticate:
• Check with your IT team and review network server configuration within the itopia
Admin dashboard.
• Your IT team can review firewall NATing changes for these applications.
Adobe (Named User Licensing) Login Failed:
• Check with your IT team and verify licensing assignments by your district.
Missing Tools or Libraries in Autodesk, SolidWorks, or
Gmetrix:
• Please verify with CTE that the assets were on the original image requests.
• End users can navigate to applications libraries and download/install to Autodesk or
SolidWorks. The assets will not persist and will need to be installed again when the user
logs in.
• If needed, the image may need to be updated via itopia—update request comes from
your CTE/DOT departments.
Long Spin-Up Times:
• Be patient.
• Google is scaling up. Morning sessions may see longer spin-up times due to Google
resources.
• Verify the cache has been cleared for all time, and the page was refreshed.
• Verify the user is logging out of the session correctly and not just closing the lid or
browser tab.
• Please ask your local IT team to review traffic.
• Please ask your IT team to review STUN/TURN and latency.
• Run a network test on the student portal at the location of the issue; provide a
screenshot of test results.
Applications in the Session Failing to Launch:
• Verify the application is supported and was originally submitted by your district.
• Session applications launch failure will need to be reported to itopia by your IT
department.
USBs Failed to Read:
• Support for saving and reading files directly from externally attached USB storage is
not supported at this time. See FAQ: itopia CloudApps Classroom | itopia Help Center.
User documents or projects are not seen on the desktop or My Documents.
• Sessions are ephemeral, and all data must be saved to a cloud storage option. Items
saved to the session Desktop or Documents will be deleted.