Classroom Management Troubleshooting Guide

Classroom Management
Troubleshooting Guide
Table of Contents
1 Cannot Connect to Student 7
2 Student Connectivity 11
3 Using Name and Connectivity Server 19
4 Student Connectivity 22
5 Slow Show and File istribution Performance in a Wireless Classroom 27
6 Register License 33
7 License error 39
8 Cannot restrict Websites 46
9 Grey Screen 52
10 No Active Websites or Applications 56
11 Cannot Block Print Jobs 59
12 No Audio from Student 62
13 Student not reconnecting 68
14 NCS Reconnect 73
15 Student does not reconnect 78

Cannot connect to
Student Student connection
1 of 4
Connection
Using No Mode
NCS (1.1)
(1)
Yes
Is
student Yes Check NCS Keys?
on NCS (1.3)
(1.2)
No
Is
Student
Turn On No
Retest PC Keys No
(1.8) Fix Keys
turned on correct?
(1.5)
(1.7) (1.4)
Yes
Yes
Is
Student Student
Start Service No
Retest service Connectivity Retest
(1.10)
running (1.6)
(1.9)
Yes
See NCS
Guide
(1.11)
Connection
Student connection
Mode 2 of 4
(2)
Using Using Check

Using Using No
No Browse No Using PC Connect Yes Hostname
Room User
and Mode by resolves to
Mode Mode
Connect (2.18) hostname correct address
(2.1) (2.10)
(2.6) (2.19) (2.24)
Yes Yes Yes No
Telnet Yes Resolves

Check room at Does Student correctly
Telnet Test
Tutor and Browse Logged on (2.25)
Yes Test (2.26)
Student Match prefix (2.11)
(2.2) match (2.8)
(2.7) No
No
Logged No Log on the Check the student Fix Name
on Students details has the resolution
Telnet Room
Yes Re browse using (2.12) (2.13) correct Address (2.27)
Test Name
the correct prefix (2.20)
(2.4) match
(2.3) that matches
Yes
machine names
(2.9) Retest
No Check Retest
Logged on
User names
Fix Room at Retest (2.14)
Student and Tutor Re-Browse Address
(2.5) to correct the No is
known list correct
Telnet Logged on (2.22) (2.21)
Yes
Test User name
Yes
(2.16) match list
Retest (2.15)
Retest Telnet
Test
No (2.23)
Update User
List to be
Retest
correct
(2.17)
Student connection
3 of 4
NCS
(3)
Check NCS log files

for failed
connection
(3.1)
Using
Failed No Check Gateway No
Check Student NCS Config Connect
connection Yes Test page from Support tool
Config correct by
exists Student to Support
(3.4) (3.5) hostname
(3.2) (3.7)
(3.8)
Yes No Yes
Fix NCS keys at Student Fix Student

and NCS Resolve network
Configuration connectivity problem
(3.3) (3.6) (3.9)
Retest
Retest Retest
Student Student Connection
Connectivity
(4)
4 of 4
Telnet Test
(4.1)
No Telnet
Ping Test
Correct
(4.3)
(4.2)
Yes
Check Security
Keys
Is Student (4.9)
No Yes Ping test
Start Service Services
success
(4.6) running
(4.4)
(4.5)
No
Yes Security Is User
Yes No
Keys are Ack Support Tool to
Retest the same configured Support
(4.10) (4.12)
Check for firewall or Fix Network
anything else blocking Connectivity
communication problems No
(4.8) Yes
(4.7)
Fix Security Keys

(4.11) Fix User Ack
Settings or turn off Retest
Retest Retest (4.13)
Retest
Student Connection flow
1 Cannot Connect to Student
1 Using Name and Connectivity Server

To check whether the Tutor is using a Name and Connectivity Server to connect the Student
machines within its classroom please follow the below steps on the Tutor Console:
1. Start the Tutor Console

2. Select the School drop down menu
3. Choose the option Configuration... from the menu
4. Next select the Network and Wireless Settings option
5. Under the TCP/IP Settings Section check whether the Use Name & Connectivity option is
enabled.
If this option is enabled than the Tutor is using the Name and Connectivity Server, if this is disabled
then they are not using the Name and Connectivity Server.
1.1 Connection Mode

The Intel Education Classroom Management Tutor has four different connection modes to connect
to the Student machines these include the following:
Room Mode
PC Mode
User Mode
Browse Mode
To confirm which Student Selection mode the Tutor machine is using please follow the steps below:
1) Start the Tutor Console

2) Select the School drop down menu
3) Choose the option Configuration... from the menu
4) Next select the Student Selection option
5) Confirm which one of the Student selection modes has been enabled:
Room Mode: {Connect to Students in Rooms()}

PC Mode: {Fixed List Mode}{Connect to a list of Students}
User Mode: {Fixed List Mode}{Connect to a list of Students}{This is a list of Student user
names}
Browse Mode: {Browse and connect to Students starting with:}
1.2 Is Student on NCS
To check whether the Student is visible on the Name and Connectivity Server, please follow the
below steps on the Name and Connectivity Server machine:
1. Logon to the Name and Connectivity Server

2. In the System Tray you will find the Name and Connectivity Server Icon
3. Double Click on this Icon
4. The Intel Education Classroom Management Connectivity Server Console window will
appear
5. Select the Clients tab
The Clients tab displays a list of all of the Student machines that are currently connected to the
Name and Connectivity Server.
Check whether the Student you cannot connect too is visible on this tab.
1.3 Check Name and Connectivity Server Keys
How to check the Tutors Name and Connectivity Server key:

4) Next select the Network and Wireless Settings option
5) Under the TCP/IP Settings section click the Settings button next to the Use Name &
Connectivity option settings.
6) The Name and Connectivity Server options will appear.
How to check the Students Name and Connectivity Server key:

1) On a machine with the Student Configurator installed go to Start Programs Intel
Education Software Intel Education Classroom Management Configurator
2) Once the Intel Education Classroom Management Configurator is open select the Network
settings option
3) Click the settings button next to the Use Name & Connectivity option settings.
1.4 Keys Correct

Confirm whether the Keys added to the Tutor and Student are correct.
1.5 Fix Name and Connectivity Server Keys
How to fix the Tutors Name and Connectivity Server key:

4) Next select the Network Settings option
5) Under the TCP/IP Settings section click the Settings button next to the Use Name &
Connectivity option settings.
7) Enter the correct key
How to fix the Students Name and Connectivity Server key:

2) Once the Intel Education Classroom Management Configurator is open select the Network
settings option
3) Click the settings button next to the Use Name & Connectivity option settings.
5) Enter the correct key
1.6 See Student Connectivity

Refer to Student Connectivity section 4.
1.7 Is the Student PC on

Check whether the Student PC is powered on.
1.8 Turn on
Turn on the Student PC.
1.9 Is the Student Service running?

To confirm whether the Intel Education Classroom Management Student Service is running on the
machine you can use one of the following methods:
1. Logon to the Student machine with Admin Rights

2. Open the Services list from the Control Panel
3. Confirm whether the Service Client32 is started
Or
1. Open Task Manager on the Students machine

2. Select the Processes tab
3. Check whether a Process called Client32.exe is running
Or
If a configuration to hide the Student icon is not applied to the Student machine, then you can also
check for the Intel Education Classroom Management Icon in the System Tray.
1.10 Start Service

Start the Intel Education Classroom Management Client Service on the machine by performing one
of the following:
Restart the Student machine
Or
Reinstall the Intel Education Classroom Management Student on the machine
1.11 See NCS Guide

Refer to Name and Connectivity Server guide, see section 3
Student Connectivity
2 Student Connectivity
The Intel Education Classroom Management Tutor has different connection modes available to
connect to the Student machines, these include the following:
Room Mode
PC Mode
User Mode
Browse Mode
To confirm which Student Selection mode the Tutor machine is using please follow the steps below:

5) Confirm which one of the Student selection modes has been enabled:
Room Mode: {Connect to Students in Rooms()}

PC Mode: {Fixed List Mode}{Connect to a list of Students}
User Mode: {Fixed List Mode}{Connect to a list of Students}{This is a list of Student user
names}
Browse Mode: {Browse and connect to Students starting with:}
2.1 Using Room Mode

To confirm whether the Tutor is using the Room mode Student Selection follow the steps below:

5) Confirm whether the option Connect to Students in Room(s) is chosen.
2.2 Check Room at Tutor and Student match
How to check the Room Name at the Tutor

5) Under the Room Mode section confirm the current Room Name of the Tutor
Or

2) When the Class wizard prompt appears from the Connect to section you will see the Room
name(s).
How to check the Room Name at the Student

There are a few different methods to check the Room name of the Student PC I have placed steps on
each of these below:
1) In the System tray place the Mouse over the Student Icon
2) Mouse over tip will display the Student Room name
Or
1) Open the Student Configurator on the machine - go to Start Programs Intel Education
Software Intel Education Classroom Management Configurator
2) Once the Intel Education Classroom Management Configurator is open select the Room
option
Check the Room name value entered.
2.3 Room Names match

Confirm whether the Students Room name matches the Room name chosen at the Tutor machine.
In order for the Tutor to connect to the Student using the Room mode feature both Tutor and
Student will need matching Room names.
2.4 See Student Network Connectivity guide

Refer to Student Network Connectivity guide, see section 4
2.5 Fix Room at Student and Tutor
How to Fix the Room Name at the Tutor

6) Update the Room Name to match the Student
2) Once the Intel Education Classroom Management Configurator is open select the Room
option
3) Enter the correct Room name at the Student to match the Tutor
2.6 Using Browse and Connect

To confirm whether the Tutor is using the Browse and Connect Student Selection mode follow the
steps below:

5) Confirm whether the option Browse Mode is chosen.
2.7 Does Browse prefix match

In order for the Browse and connect option to find the required Student machines you will need to
ensure that the Browse Prefix entered matches the Students naming scheme. To check the Browse
Prefix follow the below steps:

5) Under the Browse Mode is section you will find the following option
Browse and Connect to Students Starting with:

2.9 Re Browse using the correct prefix that matches Student machine names
Follow the below steps to enter the correct Browse Prefix to match the Students machine naming
scheme. Note if the Prefix is left blank this will browse all Machines names.

5) Enter the correct Browse prefix next to the option: Browse and Connect to Students Starting
with:
2.10 Using User Mode

To confirm whether the Tutor is using the Known list Student Selection mode follow the steps below:

5) Confirm whether the below option is enabled:
{Fixed List Mode}{Connect to a list of Students}{This is a list of Student user names}
2.11 Check whether Student machines are logged on

The Student machines will need to be logged on in order for the Tutor Console to browse and
connect to the required Users specified within its User list. If the Student machines have not been
logged on then the Tutor Console will not attempt to connect to them
Check the status of the Students machines to confirm that these have been logged on.
2.12 Are the Students logged on or off

Ensure that the Students have logged onto their machines.
2.13 Logon the Student machines

Please logon to each of the student machines as the Student users.
2.14 Student machines logged on with usernames included in the Tutor Consoles
User list?
In order for the User Mode option to find the required Student machines you will need to ensure
that the Students are logged on with Usernames that match the usernames on the Tutor Console
List. To check the names on the list follow the below steps:

2) When the Class wizard prompt appears from the Connect to section you will see the Class
that relates to the User list
3) Select this Class and click the Edit button
4) This will then confirm the usernames included on the list that the Tutor Console will search
for.
2.15 Are the Students Users included in the User List

Ensure that the user accounts that your Students are logged onto match the Usernames that are
populated within the Teachers user list.

2.17 Update Student User list to include the Users

In case any of the Students users are missing from the list or there are user names that need to be
corrected, please follow the below steps to update the user list on the Tutor Console:

2) When the Class wizard prompt appears from the Connect to section you will see the Class
that relates to the User list
3) Select this Class and click the Edit button
4) This will display the list of Users the Tutor will attempt to connect too
5) Update the list to include the correct User names the Students are logging on with.
2.18 Using PC Mode

To confirm whether the Tutor is using the Known list Student Selection mode follow the steps below:

5) Confirm whether the below option is enabled:
{Fixed List Mode}{Connect to a list of Students}
2.19 Using Connect by hostname

To confirm whether the Tutor has been configured to use the Connect by Hostname configuration
please follow the steps below:

4) Next select the Network and Wireless Settings option
5) Under the TCP/IP Setting section check whether the Connect By hostname option is enabled
2.20 Check the Student details has the correct Address

In order to check whether the Student has the correct Address first confirm the IP address of the
Student machine. To perform this follow one of the below actions:
1. Logon to the Student machine

2. Open a Command Prompt
3. Type IPCONFIG and then press Enter
4. This will confirm the IP address of the Student machine
Alternatively
1. From the Tutor machine open a Command Prompt

2. Type PING [StudentName] and then press Enter
[StudentName] is the machine name of the Student PC

3. This will return the IP address of the Student machine
Once you have confirmed the IP address of the Student you will need to check this against the IP
address recorded by the Tutor to the Student. To perform this please follow the below:
1. Start the Tutor

2. Right mouse button click on the Student icon
3. Select the Properties option
4. On the Details tab confirm you will find the IP address recorded for the Student
2.21 Address is correct

Confirm whether IP address returned from the Ping to the Students machine name matches the IP
address stored for the Student in the Tutor Console.
2.22 Re-browse to connect the Known list

To update the information for the Student machine you can perform a new browse. To perform this
please follow the below steps:
1. Start the Intel Education Classroom Management Tutor and enter the Class
2. Access the Manage Class button from the main tool bar
3. Choose the Modify Class option
4. Remove the Student(s) from the Students in Class section
5. Select the Browse option to detect the Student again
6. Select the required Student(s) from the Available Students section
7. Click the Add>> button
8. Then click the Ok Button
2.23 Student Network Connectivity guide

2.24 Check the Hostname resolves to the correct address

To confirm whether the hostname for the Students resolves to the correct IP address you can
perform the following PING test or NSLOOKUP test
PING Students Hostname

2. Type PING [StudentName] and then press Enter

NSLOOKUP Students Hostname

2. Type NSLOOKUP [StudentName] and then press Enter

2.25 Resolves Correctly

Confirm whether the hostname of the Student resolves to the correct IP address for the Student
machine. You can confirm the current IP address of the by running the following on the Student
machine:
1. Open a Command Prompt

2. Type IPCONFIG
3. Then press Enter
This will confirm the current IP address of the Student machine which can then be matched to the IP
address resolved using the Ping and NSLookup tools

2.27 Fix Name Resolution
Please contact your Network administrator to resolve the Name Resolution issue.
Using Name and Connectivity Server
3 Using Name and Connectivity Server
3.1 Check the Name and Connectivity Server files for Failed Connection
When the Intel Education Classroom Management Student starts this will attempt to connect to
the Name and Connectivity Server. The Name and Connectivity Server will log all connection
attempts from the Students machines.
If a Student machine attempts to connect to the Name and Connectivity Server with a Name and
Connectivity Server key that does not exist on the Name and Connectivity Server then the Name and
Connectivity Server will reject the connection.
This Student rejection will be recorded in the below log file found on the Name and Connectivity
Server machine:-
From Intel Education Classroom Management version 11.41.0009 and above
32bit - C:\Program Files\Common Files\NSL\Connectivity\Server \GW000xx.log

64bit - C:\Program Files (x86)\Common Files\NSL\Connectivity\Server\GW000xx.log
For earlier versions of Intel Education Classroom Management:
32bit - C:\Program Files\Intel Education Software\Intel Education SoftwareGW000xx.log

64bit - C:\Program Files (x86)\Intel Education Software \Intel Education SoftwareGW000xx.log
3.2 Failed Connection Exist

Below is an example of a failed Student connection due to a Security failure taken from a Name and
Connectivity Server Log files:
15-Sep-14, 09:36:39, Security check failed for client StudentPC1 (>10.0.0.243). Terminating connection from
10.0.0.243:50277
Please review the log file to confirm whether the Name and Connectivity Server is reporting a failed
connection for the Student machine.
3.3 Fix Name and Connectivity Server Key at Student and Name and Connect Server
To allow a Student that is being rejected by the Name and Connectivity Server from connecting you
will need to either correct the key on the Student or enter the required key on the Name and
Connectivity Server.
Below you will find instructions on how to perform each configuration:
How to update the Name and Connectivity Server Key on the Student machine:
1. Open the Intel Education Classroom Management Configurator on the Student machine
2. Select the Network Settings option
3. Click the Configure button next to the Use Name and Connectivity Server options
4. Enter the correct Name and Connectivity Server key to match the Server.
How to add a new Name and Connectivity Server key to the Name and Connectivity Server
1. logon to the Name and Connectivity Server machine
2. Right mouse button click on the Name and Connectivity Server icon in the system tray
3. Select the Configure Gateway option
4. Select the Keys tab
5. Click the Add button
6. Enter your chosen Key details to match the key at the Student
7. Click Ok to save the changes
3.4 Check Student Name and Connectivity Server Configuration

To check the Students Name and Connectivity Server details are correct please follow the below:
4. Check the IP address and Port number
3.5 Configuration correct

Confirm that the Student configuration matches the IP address and Port number used by the Name
and Connectivity Server machine.
If other Student machines are connecting successfully to the Tutor using the Name and Connectivity
Server then you can compare the configuration between the Student machines.
3.6 Fix Student Configuration

In order for the Student to connect to the Name and Connectivity Server this will need to be
configured with the correct IP address and port number the Name and Connectivity Server is
listening on. To update this information at the Student to be correct please follow the below:
4. Enter the correct IP address and Port number to connect to the Name and Connectivity
Server.
3.7 Check Gateway Test page from Student

It is possible to check whether the Name and Connectivity Server is visible to Intel Education
Classroom Management Student by checking whether the Student can access the Gateway Test page
published by the Name and Connectivity Server.
To check whether the Student can access the Gateway Test page please follow the below steps:
1. Open a Web Browser on the Intel Education Classroom Management Student machine
2. Type the following in the Address bar:
http://[IPADDRESS]:443/testpage.htm
[IPaddress] is the IP address of the Name and Connectivity Server
3.8 Test Page Correct

If the Intel Education Classroom Management Name and Connectivity Server is visible to the
Student, when the Student accesses the Test page the following text will appear in the Browser
window:
The Intel Education Classroom Management Gateway Test Page
3.9 Resolve Network Connectivity Problem

Contact you Network Administrator to resolve the Network connection issue between the Name and
Connectivity Server and the Student machine.
Student Connectivity
4.1 Telnet Test

To confirm whether the Student is listening and available you can perform a test using Telnet from the Tutor machine, see
steps below:
1) Open a Command prompt on the Tutor machine

2) Enter the following:
TELNET [IP ADDRESS] [PORT Number]
[IP ADDRESS] is the IP address of the Student that you wish to check is available.
[PORT Number] is 5405 by default or another port if you've configured the Student to listening using a different
port
3) This will start a telnet session
4.2 Telnet Correct

If the client is available for connections then the client name will appear in the Telnet session test at the Tutor machine
e.g. STUDENTPC1
4.3 Ping Test

To check whether there is a physical network connection between the Tutor and Student machine you can perform a
PING test from the Tutor to the Student machine. See steps below for details on the using Ping to test network
connectivity:
1) Open a Command prompt on the Tutor machine

PING [IP Address]
[IP Address] is the IP address of the Student machine you want to check connectivity too.
4.4 Ping Test success

If the network connection is available between the Tutor and Student machine a reply will be received from the Student
when performing the PING test.
4.5 Is Student Service running
To confirm whether the Intel Education Classroom Management Student Service is running on the machine you can use
one of the following methods:
1) Logon to the Student machine with Admin Rights

2) Open the Services list from the Control Panel
3) Confirm whether the Service Client32 is started
Or
1) Open Task Manager on the Students machine

2) Select the Processes tab
3) Check whether a Process called Client32.exe is running
Or
1) If a configuration to hide the Student icon is not applied to the Student machine then check for the Intel
Education Classroom Management Icon in the System Tray.
4.6 Start Service

Start the Intel Education Classroom Management Client Service on the machine by performing one of the following:
Restart the Student machine

Reinstall the Intel Education Classroom Management Student on the machine
4.7 Check for Firewall or anything else blocking communication

Check for hardware or software firewalls between Tutor and Student and ensure that the port used by the Intel
Education Classroom Management Student (port 5405 by default) is configured to allowing incoming connections to the
Student.
You may need to contact your Network Administrator for assistance.
4.8 Fix Network Connectivity problems

Contact Network Administrator for solution with network connectivity problem.
4.9 Check Security Key
How to check the Tutors Security key:

3) Choose the option Configuratiu
4) Next select the Administration option
5) Select the Security option
6) Under the Options section you will find the Security Key option
How to Check the Students Security key:

1) Open the Student Configurator on the Student machine - go to Start Programs Intel Education Software
Intel Education Classroom Management Configurator
2) Once the Intel Education Classroom Management Configurator is open select the Security option
3) Under the Student Security Section you will find the Security key option
4.10 Are the Security keys the same?

Note the Encrypted values at both the Tutor and Student for the Security Keys will be different. To whether the Security
Keys are correct re-enter the Security keys in the configuration at the Tutor or Student.
Alternatively compare the Students configuration against a working Student machine.
4.11 Fix Security Key
How to fix the Tutors Security key:

4) Next select the Administration option
5) Select the Security option
6) Under the Options section you will find the Security Key option
7) Enter the correct Security key to match the student
How to fix the Students Security key:

1) Open the Student Configurator on the Student machine - go to Start Programs Intel Software Intel
Education Classroom Management Configurator
3) Under the Student Security Section you will find the Security key option
4) Enter the correct Security value to match the Tutor
4.12 Is user acknowledgement configured

To check whether the Student is configured to use User Acknowledgement then please check the below on the Student
machine:
1) Open the Student Configurator on the Student machine - go to Start Programs Intel Education Software
Intel Education Classroom Management Configurator
3) Under the Student Security Section you will find the Enable User Acknowledgement option
4.13 Fix user acknowledgement or turn off
To turn off the User Acknowledgement setting at the Student follow the steps below on the Student
1) Open the Student Configurator on the Student machine - go to Start Programs Software Intel Education
Classroom Management Configurator
3) Under the Student Security Section you will find the Enable User Acknowledgement option
4) Disable the User Acknowledgment option
5) Click the Ok button to save and apply the setting
Slow Show\File Dist
Performance in wireless
Wireless Performance
classroom
(5)
Check Performance
options enabled
(5.1)
Check
Yes Check Yes Wireless Yes
Performance Broadcast Wireless Turn on wireless
broadcast threshold
options on enabled threshold threshold
On applied
(5.2) (5.4) on (5.9)
(5.5) (5.7)
(5.8)
No
No No
Retest
Enable performance Enable Broadcast
setting Check for
options sources of
(5.3) (5.6)
interference
(5.10)
Retest
Retest
a. Support tool to support Remove

No Check Wi-Fi channel No Any sources Yes
b. Make and Model of AP sources
congestion congestion? interference
c. Number of devices interference
(5.14) (5.13) (5.11)
(5.15) (5.12)
Yes
Retest
Resolve
Retest congestion
(5.16)
Wireless Performance
5 Slow Show and File Distribution Performance in a Wireless Classroom
5.1 Check the Performance options are turned on

Intel Education Classroom Management provides multiple configuration options designed to reduce the amount of data
sent across the network which will result in improved performance. These options can be found under their respective
configuration sections in the Tutor console.
For a wireless environment, it is recommended that both of the options within the Performance section of the Tutor settings
are selected:
Colour reduction The view window, thumbnails and the teachers screen when broadcast can be restricted to 256
colours (High, Medium or Low quality).
Low bandwidth mode - The number of video frames transferred will be reduced to around 5 per second.
These options can be found in the Tutor console. To configure them follow the below:

2. Select the {School} drop down menu and choose {Configurations}{Performance}
3. Change the settings on the Performance tab to the below:
Colour reduction options : 256 Colours (High, Medium or Low quality)
Low Bandwidth mode : {Wireless}
5.2 Performance options on

Check whether the Tutor Console configuration for the Colour reduction options are set to 256 Colours (High, Medium or
Low quality) and whether the Low Bandwidth mode is set to {Wireless}.

4. Click Ok
5.3 Enable Performance options

Change the Tutor Console Performance options to the below:

8. Click Ok
5.4 Broadcast enabled

When using Intel Education Classroom Management within a Wireless classroom environment it is also recommended to
use the Broadcast Show and File Distribution option. This setting of the Tutor Console allows you to choose between
Broadcast or Multicast. To access this setting please follow the steps below:

2. Select the {School} drop down menu and choose {Configurations}{Network and Wireless Settings}
3. Under the {Broadcast setting} section you will find the {Enable Broadcast Show and File Distribution} setting with two
sub options:
Use Broadcast When broadcasting the teachers screen or distributing files to multiple students, enabling this
option will result in the screen data or files being sent to all machines simultaneously.
Use Multicast: Show and File Distribution can be sent using multicast instead of UDP/broadcast. This means that the
multicast packet will only be sent to machines included in the specified IP multicast address.
5.5 Check Broadcast

To confirm whether the Wireless threshold option is turn on please see the below:

3. Under the {Broadcast setting} section you will find the {Enable Broadcast Show and File Distribution } setting
4. Check whether this has been enabled?
5.6 Enable Broadcast Setting

In order enable the Broadcast setting for use when showing or performing a File Distribution please see the below:

3. Under the {Broadcast setting} section you will find the {Enable Broadcast Show and File Distribution } setting
4. Enable the {Enable Broadcast Show and File Distribution } and also choose between one of the following options:
Use Broadcast
Use Multicast
5. Click {Ok}
5.7 Wireless Threshold applied
Performance can further be enhanced by reducing the speed that the Tutor console sends data onto the network to match
the speed that the wireless access point can deliver the data.
Sending data onto the network too quickly may result in packets being lost, which will result in the students requesting the
data again and additional traffic being produced on the network.
For a wireless environment, it is recommended that the following options are set:
Wireless Network Select this option to optimise Intel Education Classroom Management for best performance in a
wireless environment.
Maximum Throughput This option provides the ability to fine tune the speed that the Tutor console sends data to the
connected student devices.
When configuring Intel Education Classroom Management for use in a wireless classroom, consideration should be given to
the number of student computers that will be connected to the access point at any one time. Due to the nature of wireless
networking, only one device at a time can send and receive data through the access point, so performance will reduce as the
number of students increases.
For a typical class of 30 students, we recommend starting with the default Maximum Throughput value of 8 Mbps. However,
depending on the actual performance of your wireless network and whether the teachers device is connected to the
network using a cable (which will result in better performance), this value could be increased to match the faster network
speed or decreased accordingly until the optimal settings are found.
IEEE 802.11 Protocol Data Rate (Maximum) Suggested Maximum Throughput value
802.11a 54 Mbps 8 Mpbs
802.11b 11 Mbps 6 Mpbs
802.11g 54 Mbps 8 Mpbs
802.11n 600 Mbps 12 Mpbs
These options can be found in the Tutor console:

3. Under the {Broadcast setting} section you will find the {Wireless Network} option and {Maximum Throughput} drop
down.
5.8 Check Wireless threshold

To confirm whether the Wireless threshold option is turn on please see the below:

down
9. Check whether the {Wireless Network} option is configured or not.
5.9 Turn on Wireless threshold

To turn on the wireless threshold option in the Tutor Console, follow the steps below:
down.
4. Enable this option and choose the maximum throughput that best suits your environment.
5. Click {Ok}
5.10 Check for Sources of interference

Wi-Fi uses publicly designated radio bands to provide wireless access. Non-Wi-Fi devices like mobile and cordless phones,
Bluetooth transmitters, and security cameras may use the same radio bands and can interfere with and cause performance
issues for a wireless network.
Wi-Fi scanning tools cannot detect such interference; therefore you will need to take this into consideration.
5.11 Any Sources of interference

Check the Wireless Access points and devices in the classroom to see if there are any potential sources of interference
nearby.
5.12 Remove Sources of interference

If any sources of interference are discovered please either remove the source of interference away from the Wireless kit or
move the location of the Wireless kit away from the source of interference.
5.13 Wi-FI channel congestion

Most wireless access points can be configured to broadcast on either 2.4 GHz or 5 GHz frequency bands. The 5 GHz
frequency band is less congested however, not all connecting devices are able to use this frequency (refer to the
manufacturers specification for further information).
For wireless access points using the 2.4 GHz frequency band, it is also possible to specify a channel ranging between 1 and
14.
The diagram above depicts a spectrum analyser view of the frequency space occupied by these 14 channels. Within the 2.4
GHz band, only three channels have non-overlapping frequency space: channels 1, 6 and 11.
Please note: In the United States, only channels 1 to 11 can be used and in Europe, the Middle East and Africa only
channels 1 to 13. For other countries, please refer to the manufacturers guidelines or check with your local regulatory
authority.
When deploying wireless access points, wherever possible you should ensure that there are no other access points in close
proximity using the same or an overlapping channel.
5.14 Check congestion

Third-party Wi-Fi scanner tools such as inSSIDer are available to allow you check for nearby wireless networks and confirm
the channels that they are using.
This type of tool will allow you to detect nearby wireless networks, confirm the different channels these are using and
determine which wireless channels may be the least congested.
Using this information, you can then select the best wireless channel for your wireless access point to broadcast on.
5.16 Resolve Congestion

If you detect another wireless access points in close proximity using the same or an overlapping channel, performance on
each wireless access point will be affected. We recommend that you use different non-overlapping channels wherever
possible.
In order to change the wireless channel utilised by your wireless access point, please consult the manufacturers instructions.
5.15 Collect information

If the issue persists after reviewing all of the above then please collect and provide to the Intel Education Classroom
Management Technical support team the following information:
a. Support tool from the Tutor Console and from one or two of the Students
b. The make and model of Access point
c. Number of Student devices in the wireless classroom
Register License (6) Register License
During No Using No Run

Installation PCILIC PCILIC Retest
(6.1) (6.11) (6.12)
Yes
Yes
Check License
Check License
Details
details (6.2)
(6.13)
No
Details Correct the
Details No Correct the
Correct Details Retest
Correct details
(6.3) (6.4)
(6.14) (6.15)
Yes
Yes
Check License Check License

Type Type
(6.5) (6.16)
License Correct the License Correct the

type No License type No License
Retest Retest
correct type correct type
(6.6) (6.7) (6.17) (6.18)
Yes Yes
Check Version
(6.8) Check version
(6.19)
Version No Install correct version or Install correct version or use

Correct use license to match Version No license to match installed
(6.9) installed version (6.10) Correct Retest
version
(6.20)
(6.21)
Yes
Yes
Retest
Support Tool Support Tool
to Support to Support
Register License
6 Register License
6.1 During Installation

Confirm whether the issue found with registering the license details is found when entering the license details during the
installation of Intel Education Classroom Management Support School.
6.2 Check License Details

During the Intel Education Classroom Management installer you will be prompted to enter your license details, if you have
purchased and have been provided with your license details you will be required to enter the below information during the
installation.
Licensee Name
Serial Number
Max Clients
Expiry Date
Authorisation code
6.3 Details Correct

The license information entered during the installation must match the license details provided to you by Intel Education
Classroom Management. Note the Authorisation code is Case sensitive.
6.4 Correct the details

When prompted during the installation enter the matching license details as provided to you from Intel Education
Classroom Management. Note leave Expiry date blank unless one is shown on the license details sent to you.
Licensee Name
Serial Number
Max Clients
Expiry Date (Leave Blank)
Authorisation code
6.5 Check license type
Intel Education Classroom Management includes 3 license types that can be entered during installation, the license type
purchased will normally relate to the type of Platform used on the Students that the Tutor Console will be connecting too.
The types available include the following:
All Platform (NSM.lic)

Chrome Students only (NSW.lic)
Tablet Students only (NST.lic)
During the installation when the prompt for the license details appears you will find a drop down menu to choose the
Platform type for your license.
6.6 License type correct

The license type selected during the installation must match the license type provided to you by Intel Education
Classroom Management.
6.7 Correct the license type

Select the correct license type from the Platform drop down menu during the installation.
6.7 Check version

It is not possible to use different version license files with different version Intel Education Classroom Management
6.8 Check version

It is not possible to use different version license files with different version Intel Education Classroom Management
installers. For example you could not use a Intel Education Classroom Management 9 license file with a Intel Education
Classroom Management 10.50 installation.
The version of Intel Education Classroom Management license must be used with a matching version Intel Education
Classroom Management installer.
6.9 Version correct

To confirm whether the version of the license matches the version of the Intel Education Classroom Management install
follow the steps below:
Check the Version of the installer file

1. Start the Intel Education Classroom Management installer
2. At the Welcome Screen of the installer this will confirm the version
Check the license details version
1. On the license details provided this will confirm the version of the Intel Education Classroom Management license
key provided.
6.10 Install correct version or use license to match installed version

Ensure that the version of installer matches the version of License details you have been provided.
6.11 Using PCILIC.exe

PCILIC.exe is a utility installed with the Tutor, Tech Console, Name and Connectivity Server or Student component. This
utility can be used to convert an Evaluation installation to a Full license of Intel Education Classroom Management.
6.12 Run PCILIC.exe

To run PCILIC.exe on a machine please follow the steps provided below:
1. Browse to the Intel Education Classroom Management installation folder, by default this will be the following:
32- bit - C:\Program Files\Intel Education Software t\Classroom Management part of Intel Education
64- bit - C:\Program Files (x86)\Intel Education Software \Classroom Management part of Intel Education
2. Run the file PCILIC.exe
3. This will run the PCI License Generator to allow you to enter your valid license details and create a license file
(NSM.lic)
6.13 Check license details

When running the PCILIC.exe you will be prompted to enter your license details, if you have purchased Intel Education
Classroom Management you will have been provided with your license details. The license details include the following:
Licensee Name
Serial Number
Max Clients
Expiry Date
Authorisation code
6.14 Details correct

The license information entered into the PCILIC.exe utility must match the license details provided to you by Intel
Education Classroom Management. Note the Authorisation code is case sensitive.
6.15 Enter Correct the details
When prompted by the PCILIC.exe enter the matching license details as provided to you from Intel Education Classroom
Management. Note leave Expiry date blank unless one is shown on the license details sent to you.
Licensee Name
Serial Number
Max Clients
Expiry Date (Leave Blank)
Authorisation code
6.16 Check license type

Intel Education Classroom Management includes 3 license types that can be entered using the PCILIC.exe utility, the
license type purchased will normally be linked to the type of Platform used on the Students the Tutor Console will be
connecting too. The types available include the following:
All Platform (NSM.lic)

Chrome Students only (NSW.lic)
Tablet Students only (NST.lic)
From the PCILIC.exe too you will find a drop down menu to choose the License type for your license.
6.17 License type correct

The license type selected from the PCILIC.exe utility must match the license type provided to you by Intel Education
Classroom Management.
6.18 Correct the license type

Select the correct license type from the license Type drop down menu from the PCILIC.exe utility.
6.19 Check version

It is not possible to use different version license files with different installed version Intel Education Classroom
Management. For example you could not use a Intel Education Classroom Management 9 license file with a Intel
Education Classroom Management 10.50 installation.
The version of Intel Education Classroom Management license must be used with a matching version Intel Education
Classroom Management installer.
6.20 Version correct
To confirm whether the version of the license matches the version of the Intel Education Classroom Management
installed follow steps below:
Check the Version of Intel Education Classroom Management installed

32- bit - C:\Program Files\Intel Education Software\Classroom Management part of Intel Education
64- bit - C:\Program Files (x86)\Intel Education Software\Classroom Management part of Intel Education
2. Run the file Supporttool.exe
3. When the Support tool Window appears click the Generate Button
4. At the top of the Report results collected you will find the version information.
Check the license details version

1. On the license details provided this will confirm the version of the Intel Education Classroom Management license
key provided.
6.21 Install correct version or use license to match installed version

Ensure that the version installed matches the version of License details you have been provided.
License Error (7) Student License Error
Check License Details

(7.1.)
Error No Error No Error No Error No Error No Error No Error No Error No

80 82 83 84 85 87 88 89
(7.2) (7.7) (7.9) (7.11) (7.13) (7.15) (7.17) (7.19)
Yes Yes Yes Yes Yes Yes Yes Yes
Version is Invalid
Replace with a File is corrupt Invalid Format Setting API
Check Fix invalid incorrect replace Groups,
valid full replace with replace with missing from
NSM.LIC checksum with correct Replace with
license key valid key valid key license
(7.3) (7.8) version key Valid Key
(7.10) (7.12) (7.18) (7.20)
(7.14) (7.16)
Retest Retest Retest Retest Retest Retest Support Tool to

Support
Yes
File
Check License Details
Exists
(7.6)
(7.4)
No
Retest
Copy Valid Key to

Student
(7.5)
Retest
Student License Errors
7 License error
7.1 Check license error code
When the Student fails to load due to a license error this will report one of the following license error codes:
Error 80
Error 82
Error 83
Error 84
Error 85
Error 87
Error 88
Error 89
7.2 Error 80
Error 80 will be displayed if the Student cannot open the license file.
7.3 Check NSM.lic file exists
The NSM.lic file needs to be located in the installation folder of the Intel Education Classroom Management Student. By
default the Intel Education Classroom Management Student will be installed in the following location:
32bit - C:\Program Files\Intel Education Software\Classroom Management part of Intel Education

64bit - C:\Program Files (x86)\Intel Education Software\Classroom Management part of Intel Education
7.4 File Exists
To confirm whether the NSM.lic file exists please browse to the Intel Education Classroom Management Student installation
folder and confirm whether the NSM.lic file is found in this folder.
7.5 Copy valid key to Student machine
In order to resolve the problem it is possible to copy a valid NSM.lic file from another working Student machine to the
installation folder of the Student. (Working Student must be using the same version of Intel Education Classroom
Management).
Once the nsm.lic file has been copied from another machine restart the Student machine to apply the new license file to the
Student.
7.6 Fix Key or replace with a valid license key
If the NSM.lic file exists on the Student machine in the installation folder either run the PCILIC.exe utility to recreate the
license file or copy a valid NSM.lic file from another working Student machine to the installation folder of the Student.
(Working Student must be using the same version of Intel Education Classroom Management).
Student.
7.7 Error 82
Error 82 will be displayed if the Student license file has an invalid Checksum.
7.8 Fix Invalid checksum
In order to resolve the Error 82 message that appears when the Student Service Starts, follow the steps below to recreate
the Intel Education Classroom Management license file (NSM.lic) using the PCILIC.exe.
3. This will run the PCI License Generator to allow you to enter your valid license details and create a license file
(NSM.lic)
7.9 Error 83
Error 83 will be displayed if the Student license file has an invalid Shrink Wrap.
7.10 Replace with a valid full license key
3. This will run the PCI License Generator to allow you to enter your valid full license details and create a license file
(NSM.lic)
Alternatively copy a valid NSM.lic file from another working Student machine to the installation folder of the Student. (The
working Student must be using the same version of Intel Education Classroom Management).
Student.
7.11 Error 84
Error 84 will be displayed if the Student license file has an invalid Size.
7.12 File is corrupt, replace with a valid key
(NSM.lic)
Student.
7.13 Error 85
Error 85 will be displayed if the Student license file has an invalid Version.
7.14 Version is incorrect, replace with a valid full license
(NSM.lic)
Student.
7.15 Error 87
Error 87 will be displayed if the Student license file has an invalid Group.
7.16 Invalid Groups, replace with a valid full license
(NSM.lic)
Student.
7.17 Error 88
Error 88 will be displayed if the Student license file has an invalid Format.
7.18 Invalid Format, replace with a valid full license
(NSM.lic)
Student.
7.19 Error 89
Error 89 will be displayed if the Student license file has No API.
7.20 Setting API missing from license
If the Error 89 message appears when the Student Service Starts, follow the steps below to run the Support tool on the
Student machine.
To run Supporttool.exe on a machine please follow the steps provided below:

3. When the Support tool window appears click the Generate button
4. Once the Save button is available this will save a Zip file to the below folder by default containing the contents of the
Support tool:
Cannot restrict
websites Cannot restrict websites
(8)
Confirm Student Supported No Use a supported

browser is supported Browser? Browser Retest
(8.1) (8.2) (8.3)
Yes
Check Student
Operating System
(8.4)
Yes Windows
Check version
8 or later?
(8.6)
(8.5)
No
Another
Version Check LSP if
No LSP Yes Check for 3rd 3rd party No
11.30.xxxx LSP is Support tool to
Present party LSP LSP
or above? installed? Support
(8.12) (8.13) exists?
(8.7) (8.11)
(8.14)
Yes No Yes
Uninstall 3rd party

Check WFP Reinstall LSP and check if
driver NetSupport on Retest
issue is resolved
installed Student (8.15)
(8.8.) (8.18)
Retest
WFP Reinstall Issue Yes
driver No NetSupport Support tool to
resolved
present on Student Support
(8.16)
(8.9) (8.10)
Yes No
Support tool to Change install

Retest order Retest
Support
(8.17)
Cannot restrict Websites
8 Cannot restrict Websites
8.1 Confirm Browser is supported

Check the Browser used by the Student user to confirm whether this is one of the Browsers the Intel Education Classroom
Management Website restriction feature supports.
8.2 Supported browser

Intel Education Classroom Management currently supports applying restrictions to the following Internet Browsers:
Internet Explorer 5.5 and above

Google Chrome*
FireFox v2 and above
Apple Safari v5 and above
Opera v9 and above
* The Chrome Browser will auto update by default and so it is recommended to always use the latest release version of Intel
Education Classroom Management when using the Chrome Browser
8.3 Use a supported Browser

To ensure that you can apply Internet restrictions from the Tutor to the Student you will need to ensure that the Students are
using one of the Supported Internet Browsers.
Internet Explorer 5.5 and above

Google Chrome
FireFox v2 and above
Apple Safari v5 and above
Opera v9 and above
8.4 Check the Student Operating System

Intel Education Classroom Management includes two different methods of applying the Website restrictions to Students an
LSP and a Web Filtering Platform driver. The method used by the Student will depend on the Operating System of the Student.
Windows 8 or later uses the Web Filtering Platform driver method

Windows XP SP3\Windows Vista and Windows 7 use the LSP Method
Check whether the Student is running Windows 8 or later?
8.6 Check version of Intel Education Classroom Management installed

The Intel Education Classroom Management Web Filtering Platform driver was not included in the product until version
11.41.0001. If an earlier version of Intel Education Classroom Management was installed on the Student then this will be
using the LSP Web Restriction method.
Please check the version of Intel Education Classroom Management installed on the Windows 8\8.1 Student to confirm
whether this will be using the Web Filtering Platform driver or LSP
To confirm the Intel Education Classroom Management version you can check this using the Intel Education Classroom
Management Support tool utility. See instructions to check this below:
32 bit - C:\Program Files\Intel Education Software\Classroom Management part of Intel Education
64 bit - C:\Program Files (x86)\Intel Education Software\Classroom Management part of Intel Education
4. Once the report window has finished populating you will find the version installed recorded at the top if this report.
8.7 Check the Intel Education Classroom Management Student version

Confirm the version of Intel Education Classroom Management installed on the Windows 8 or later Student?
8.8 Check Web filter driver is installed

Intel Education Classroom Management uses a Web Filtering Platform driver (WFP Driver) to apply the Internet restrictions
to the Student machines, the Intel Education Classroom Management WFP Driver (NSWebFilterDriver.sys) is installed by
default with the Intel Education Classroom Management Student.
To confirm whether the Intel Education Classroom Management WFP Driver file is installed you can check this using the
Intel Education Classroom Management Support tool utility. See instructions to check this below:
8. Once the report window has finished populating you will find the recorded Web Driver entries installed on the
machine.
9. If the Intel Education Classroom Management WFD installed you will see the below entry:
WFD entries:
C:\windows\system32\Drivers\NSWebFilterDriver.sys
8.9 Web filter driver Present

Using the Support tool utility installed on the Student machine this will confirm whether the Intel Education Classroom
Management WFP Driver is confirmed as installed on the Student machine.
If the NSWebFilterDriver.sys entry does not exist in the Web Driver entries displayed by the Support tool report then the Intel
Education Classroom Management WFP Driver is not currently installed\active on the machine.
8.10 Reinstall Student

In order to reinstall the Intel Education Classroom Management LSP onto a machine if this does not exist we would advise
installing the Intel Education Classroom Management Student on the machine again to repair the installation and reinstall the
LSP component of Intel Education Classroom Management.
8.11 Check LSP is installed

Intel Education Classroom Management uses an LSP to apply the Internet restrictions to the Student machines, the Intel
Education Classroom Management LSP (NSLSP.dll) is installed by default with the Intel Education Classroom Management
Student.
To confirm whether the Intel Education Classroom Management LSP file is installed you can check this using the Intel
Education Classroom Management Support tool utility. See instructions to check this below:
13. Once the report window has finished populating you will find the recorded LSP entries installed on the machine.
14. If the Intel Education Classroom Management LSP installed you will see the below entry:
LSP entries:
C:\Program Files\Common Files\NSL\nslsp.dll (1.0.0.23)
8.12 LSP Present
Using the Support tool utility installed on the Student machine this will confirm whether the Intel Education Classroom
Management LSP is confirmed as installed on the Student machine.
If the NSLSP.dll entry does not exist in the LSP entries displayed by the Support tool report then the Intel Education
Classroom Management LSP is not currently installed\active on the machine.
8.13 Check for third party LSP

Using the Support tool utility installed on the Student machine this will confirm whether there is also any other third party LSP
installed on the machine.
There are two types of LSPs ones that support chaining with other LSPs and ones that do not support chaining.
If there was a third party LSP installed before Intel Education Classroom Management was installed that does not support
chaining then this will prevent the Intel Education Classroom Management LSP from working on the machine.
Below are the Steps to run the support tool to identify if there is other third party LSPs installed:
15. Browse to the Intel Education Classroom Management installation folder, by default this will be in one of the
following:
18. Once the report window has finished populating you will find the recorded LSP entries installed on the machine.
19. If there are other third party LSPs installed you will see these under the below entry:
LSP entries:
8.14 Third party LSP exists

Using the Support tool report created you can identify whether there are any LSP entries included in the list other then the
default Operating System LSPs and the Intel Education Classroom Management LSP.
The LSP entries will provide the folder location of each the LSP files installed on the machine which when compared to the list
of applications installed helps to identify which third party application the LSP belongs too.
8.15 Uninstall third party LSP and check if the issue is resolved
To confirm whether the issues relates to a conflict between the third party LSP and the Intel Education Classroom
Management LSP, please temporarily uninstall the 3rd party application to remove their LSP and then restart the machine.
Check whether it is then possible to apply Internet restrictions to the Student from the Tutor.
8.16 Issues resolved?
Confirm after removing the third party LSP whether the problem is then resolved when applying Internet restrictions to the
Student machine?
8.17 Change install order

If the problem is confirmed as resolved after the Third party LSP is removed from the machine this would suggest that this
related to the third party LSP not supporting chaining to other LSP.
To resolve this problem you can change the installation order, the Intel Education Classroom Management LSP will support
chaining to other third party LSP and so by installing Intel Education Classroom Management followed by the third party
application this will change the order of the LSPs installed on the machines.
8.18 Reinstall Student

In order to reinstall the Intel Education Classroom Management LSP onto a machine if this does not exist we would advise
installing the Intel Education Classroom Management Student on the machine again to repair the installation and reinstall the
LSP component of Intel Education Classroom Management
Grey Screen Grey Screen when viewing Student
(9)
Check Operating Win 8 or Yes Support tool to

System of Student later?
Support
(9.1) (9.2)
No
Check mirror driver

status
(9.3)
Is mirror
Reset Mirror driver No driver
(9.5) loaded
(9.4)
Yes
Another 3rd
Retest Check if another 3rd
Check Driver is the latest Driver Yes party remote No
party remote control is Support tool to
WHQL is OK control
installed Support
(9.6) (9.7) installed?
(9.9)
(9.10)
No
Yes
Update Driver Remove 3rd party remote

(9.8) control software
(9.11)
Retest Retest
Grey Screen when viewing Student
9 Grey Screen

Intel Education Classroom Management includes two different methods of capturing the Students screen. The method used
by the Student will depend on the Operating System of the Student.
Windows 8 or later uses Screen Scrape mode only

Windows XP SP3\Windows Vista and Windows 7 will use a Intel Education Classroom Management Mirror Driver by
default but can also switch to using Screen Scrape mode.

Check whether the Student is running Windows 8 or later?
9.3 Check Mirror driver status

To confirm whether the Intel Education Classroom Management Mirror driver is loaded you can use the Support tool utility
installed with the Student component to determine the status of the Mirror driver.
For information on how to check this please see the below steps:
23. Once the report window has finished populating you will find the following near the top of the report:
GDIHOOK5: Installed, Not loaded
Note: Please perform the following check when viewing the Student machine and you find the gray screen issue, this allows
you to check the exact status of the Mirror driver when the issue appears.
9.4 Mirror driver loaded

If the Mirror driver is loaded on the Student machine in the Support tool reported this will show the following:
GDIHOOK5: Installed, loaded
If the Driver is not loaded this will display the following:
GDIHOOK5: Installed, Not loaded

9.5 Reset Mirror driver
In order to reset the Intel Education Classroom Management video (Mirror) driver on the Student machine follow the steps
below:
1. Logon to the Student machine with Admin rights

2. Run the following command:
32 bit - "C:\Program Files\Intel Education Software\Classroom Management part of Intel Education\WINSTALL.EXE"
/V
64 bit - "C:\Program Files (x86)\Intel Education Software\Classroom Management part of Intel
Education\WINSTALL.EXE" /V
3. Follow the instructions to reset the video driver
9.6 Check Driver is the latest WHQL

If a Grey screen issue is found when viewing a Student machine this can relate to incompatibility with a non WHQL driver
being used for the machines video card.
In order to resolve this check and compare the version of Video driver installed on the Student machine against the version
details for the WHQL driver from the Video card Manufacturers website.
9.7 Driver is OK
If the version of the driver for the video card is ok please refer to the next section 9.7. If the video card driver is not correct
then we advise to install the latest video card driver onto the Student PC.
9.8 Update Video driver

If the version of the Video driver installed does not match the version latest version of the WHQL driver from the Video card
manufacturers website then please download and update the video card driver to the latest version.
9.9 Check if another third party remote control is installed

It is not recommended to install two remote control applications onto the same machine as they can conflict with each other.
To confirm if there is another third party remote control application installed on the Student machine please review the list of
installed applications.
9.10 Another third party remote control is installed

On the Student machine review the Add\Remove Programs list to confirm what other applications are installed and to confirm
whether there are any other third party remote control applications also installed that could conflict with the Intel Education
Classroom Management Student causing the grey screen issue.
9.11 Remove other third party remote control
If it is found that there is another third party remote control application installed, please follow their instructions to remove
this from the machine and then restart the machine.
We would also recommend reinstalling the Intel Education Classroom Management Student on the Student PC after this has
restarted and the third party remote control application is confirmed as removed.
No Active Websites or Applications
No Active Web or App
(10)
Students Logon to Student

Check Students logged on are logged No machines and open
Retest
(10.1) on website or run app
(10.2) (10.3)
Yes
Check that the

Runplugin process is
present
(10.4)
Yes Runplugin is
Support tool to
present
Support
(10.5)
No
Logon as an admin user at the

Student and check runplugin
process
(10.6)
Runplugin Check restrictions for

Support tool to Yes No the Student User and Retest
Support
is present fix
(10.7) (10.8)
Cannot see Active Websites and Applications
10 No Active Websites or Applications
10.1 Check Students logged on

Confirm whether the Student machines are currently logged on, if the Student machine is not logged on then the Intel
Education Classroom Management Student will not report any websites or applications as running on the machine.
10.2 Students are logged in

To confirm whether the Students are logged on switch the Intel Education Classroom Management Tutor console to the
Monitor Thumbnail mode.
From this more it is possible to determine whether the Student machines are logged on and active.
10.3 Logon to Student machine and open a website or application

If the Student machines are not logged on then log onto one of the Student machines and launch a website and
application.
Confirm whether the Tutor Console then detects the Website and application as running on the machine.
10.4 Check that the Runplugin.exe process is present

The Intel Education Classroom Management Student uses a process called runplugin.exe to detect what applications and
websites are running on the machines. The Runplugin.exe will then send this information to the Intel Education Classroom
Management Student (Client32). This means that the runplugin.exe process needs to be running on the Student machine
when this is logged on.
When the Student logs onto a machine, by default there will be two runplugin.exe processes shown as running. One under
the System account and one under the User account.
10.5 Runplugin.exe is present

To confirm whether the Intel Education Classroom Management Runplugin.exe processes are running on the machine you
follow the steps below:

3. Check whether there are two processes called Runplugin.exe running
10.6 Logon as an admin user at Student and check runplugin.exe process
If there are no runplugin.exe processes running or only one running when logged on as Student, check whether they are
both present when logged onto the Student PC with admin rights.
This will confirm whether the issue is permission related.
10.7 Runplugin.exe is present

To confirm whether the Intel Education Classroom Management Runplugin.exe processes are running on the machine
when logged on with admin rights you can follow the steps below:

3. Check whether there are two processes called Runplugin.exe running
10.8 Check restrictions for the Student

If it is confirmed that both of the runplugin.exe processes are running on the Students PC when logged on with admin
rights and that only one or none of the runlugin.exe processes are running when logged on as a Student user this would
suggest there are restrictions applied to the Student user preventing the runplugin.exe process from running.
Please contact your network administrator to confirm whether there are any policies or third party Student restrictions to
the Student that could prevent the runplugin.exe from running.
Cannot block Print Jobs
Cannot block Print jobs
(11)
Is this a
Is this a
Novell NDS is not Yes Network network or Local Check latest driver is
Novell NDS
supported local installed
printer
(11.7) Printer (11.2)
(11.6)
(11.1)
No
Configure Student to
connect using Direct
TCP/IP
(11.8) Driver is No Install latest driver
correct
(11.4)
(11.3)
Direct
Collect Printer Model Yes
Yes TCP/IP No Check latest driver
and Manufacturer and
works installed
Connection type
correctly (11.2)
(11.5)
(11.9) Collect Printer model and Retest
Manufacturer and
connection type
(11.5)
Support tool
to Support Collect Printer,
Yes Driver is
model manufacturer
correct
and connection type
(11.3)
(11.5) Support tool to
Support
No
Support tool to
Install latest
Support
driver
(11.4)
Retest
Cannot Block Print Jobs
11 Cannot Block Print Jobs
11.1 Is this a network or local printer?

Confirm with the Network Administrator whether the printer that you cannot restrict print jobs for is locally connected to
the Student PC or whether this is a network Printer.
11.2 Check the latest driver is installed

Check the version of the Printer driver installed and confirm whether this is the latest available for the Print Device.
11.3 Driver is correct

Please refer to the Printer Manufacturers website for details on the latest version of driver available for the print device.
11.4 Install the latest driver

If the driver for the Printer is not the latest version then please download this from the Print device manufacturers website
and follow their steps to install the newer version Print driver.
11.5 Collect Printer model, manufacturer and Connection type

Confirm with your Network Administrator the following information and provide this to Technical Support team at Intel
Education Classroom Management:
Printer Manufacturer
Printer Model
Printer connection type
11.6 Is this a Novell NDS Print Queue?

Confirm whether the Printer is published using a Novell NDS Printer Queue. You may need to contact your Network
Administrator to confirm this.
11.7 Novell NDS Print Queues are not supported

Unfortunately the Intel Education Classroom Management does not support blocking print jobs from Novell NDS Print
Queues.
11.8 Configure Student to connect using direct TCP/IP?
On the Student machine add a new printer that uses a direct TCP/IP connection to the print device rather than adding the
printer from a Print Server.
You may need to consult you network administrator to confirm the details on how to perform this test.
11.9 Direct TCP/IP works correctly

Once a new print device has been added to the Student that uses a direct TCP/IP connection to the Print Device, confirm at
the Tutor whether it is possible to block Print jobs sent directly to the Printer using this method?
No Audio from
student
Check audio hardware
and drivers at tutor No Audio from Student
(12) (12.1)
Are you
Using
Yes viewing No Audio No Use Audio Control
the Retest
Control (12.4)
student (12.4)
(12.2)
Yes
No Is Audio
Turn on Audio
On
(12.17)
(12.16)
Check Listen on
(12.5)
Yes
Retest
Check Speaker and Mic
Settings at tutor and
student (12.18) Listen is No Turn
on Listen on Retest
(12.6) (12.7)
Audio
Adjust Audio No Yes
Settings
settings
ok
(12.20)
(12.19)
Can you
Check Application Check Student
Yes Yes capture the No
sound capture from Mic Settings Retest
Student Mic
student (12.10) (12.9)
(12.8)
Retest Check Hardware
acceleration
(12.13)
Is Sound
App Check Hardware
playing on Yes Acceleration Yes Support Tool
Hardware
Hardware the Acceleration ok to Support
Yes
Retest Acceleration student (12.13) (12.14)
ok (12.14) (12.11)
No
No
No
Start App with Fix Hardware
Fix Hardware sound Retest
Acceleration Retest
Retest Acceleration (12.12) (12.15)
(12.15)
No Audio from Student
12 No Audio from Student
12.1 Check Audio Hardware and drivers at Student

On the Student machine confirm the Audio hardware is installed correctly on the system and that the correct drivers for the
Audio card are installed.
Check the version of the Audio Card drivers installed against the latest version available from the Audio Card Manufacturers
website. If newer drivers are available download and install these onto the Student machine.
12.2 Are you viewing the Student?

Confirm whether the problem with no Audio heard from the Student PC is found when using the View window.
The View window is used when performing a real time remote control session to one Student machine. To open the view
window for a Student either select the Student machine and click on the View button on the main toolbar or alternatively
double click on the Student icon and this will open a View window showing the Students Screen to the Tutor.
12.3 Using Audio Control

To confirm whether the Tutor is using the Audio Control confirm whether the Tutor Console is open and is currently showing
the Audio Control View.
When the Audio Control view is selected at the Tutor the Students will be showing thumbnail views of each of the Students.
Each thumbnail icon will also include a headset and Microphone icon.
12.4 Use Audio Control

To select and use the Audio Control feature of the Tutor Console see the steps below:
1. Start the Intel Education Classroom Management Tutor Console

2. Select the View drop down menu
3. From the Mode option choose the Audio View option from the menu
4. The Tutor Console will then show the Audio Control View
12.5 Check Listen on

In order to hear the sound from a Student machine when using the Audio Control mode the Tutor will need to select a Student
machine and turn on the Listen option.
12.6 Listen is on
Please see instructions below to check whether the Listen option for a Student at the Tutor is on:
1. Within the Audio View highlight a Student machine you

2. At the bottom of the Tutor Console you will see the Audio playback option
3. Confirm whether this is active, a timer will be shown if this is listening.
12.7 Turn Listen on

Please see instructions below to turn on the Listen option for a Student at the Tutor:
1. Start the Intel Education Classroom Management Tutor

3. Next highlight a Student machine you would like to listen too
4. At the bottom of the Tutor Console you will see a Listen option.
5. Click Listen button to start listening to the audio from the Students machine.
12.8 Can you capture the Students Microphone?

The Intel Education Classroom Management Audio capture feature can capture the Students Microphone, to confirm
whether you can capture the Student Microphone perform the following steps:

4. Next highlight a Student machine you would like to capture the Microphone audio
6. Click the Listen button to start listening and ask the Student to speak into their microphone
7. Confirm whether this is then captured at the Tutor.
12.9 Check Student Microphone Settings

If the Tutor cannot capture the Microphone of the Student machine check the Microphone settings on the Students machine.
Within the Control Panel on the Student machine you will find an option to check the Microphone settings.
12.10 Check application Sound Capture from Student

The Intel Education Classroom Management Audio capture feature can capture the Students Microphone, to confirm
whether you can capture the Student Microphone perform the following steps:

4. Next highlight a Student machine you would like to capture audio from
6. Click the Listen button to start listening and then ask the Student to run an application that will play sound.
7. Confirm whether this is then captured at the Tutor.
12.11 Is sound Application playing on the Student?

Confirm on the Student PC whether there is an application running that is playing sound on the machine.
12.12 Start Application with Sound

If there are no applications running on the Student machines that are playing sound then start an application on the Student
PC that will play Sound.
12.13 Check Hardware Acceleration

On the Student machine with the issue check the Hardware Acceleration setting.
12.14 Hardware Acceleration ok

For Student PCs running Windows XP it is not possible to capture the audio playing on the machine if the Hardware
Acceleration on the machine is turned onto Full. In order to resolve the problem the Hardware Acceleration will need to be
turned off.
12.15 Fix Hardware Acceleration

In order to capture Audio from the Windows XP machine you will need to turn off the Hardware acceleration on the Student
machine. In order to perform this follow the steps outlined below:
1. On the Student PC open the Control Panel

2. Open the Sound and Audio Devices option
3. From the Volume tab click on the Advanced button under the Speaker Section
4. Next the Advanced Audio properties window will appear
5. Under the Audio Playback option change the slider bar to None
12.16 Is Audio On
When viewing the Student machine the Audio will need to be turned on manually by the Tutor.
12.17 Turn on Audio
To turn on the Audio for the View session follow the steps below:
1. From the View window main toolbar select the Audio button
2. This will display the Audio options select the Audio On option
12.18 Check Speaker and Microphone settings at the Tutor and Student
Check the Microphone and Speaker settings on the Tutor and Students PCs, it may be required to contact the Network
Administrator to confirm the method to check the settings within the environment.
12.19 Audio Settings ok

Confirm whether Audio Settings for the Speaker and the Microphone are ok.
12.20 Adjust audio settings

Contact the network administrator of the Student and Tutor PCs to confirm how to adjust the Audio settings on the PCs.
NCS
Check
Student not
Reconnecting
Using NCS? Student Yes Reconnect
Guide Student not reconnecting Room
(13.1) Config (13.3)
(13)
(13.2) mode
No
1 of 2
Ping
Fix network No Ping Test from
Test
Connectivity Tutor to Student
Success
(13.6) (13.4)
(13.5)
Yes
Retest
Telnet Test from
Student to Tutor
(13.7)
Students
Check for correct
Fix network No Telnet Yes and Tutors No Broadcast addresses in
Connectivity Test ok on same
the Student Config
(13.9) (13.8) Subnet
(13.14)
(13.10)
Yes
Retest
Check for Broadcast Broadcast Use Protocol Analyser
Addresses Yes to check Broadcast
addresses in the
Student Config correct? received at Tutor
(13.11) (13.15) (13.17)
No
Remove Broadcast Enter correct UDP Broadcast is

Yes Broadcast No
Broadcast Addresses broadcast addresses blocked either change
received
Addressess? exits or use NCS network or use NCS
(13.18)
(13.13) (13.12) (13.16) (13.19)
Yes
No
Retest Support tool to Retest
Support tool Retest
Support
to Support
NCS
Student not reconnecting Room mode
Reconnect 2 of 2
(14)
Tutor visible on Check Yes Room name Check No Fix Room names
NCS? NCS match? Rooms
(14.6)
(14.1) (14.2) (14.4) (14.5)
No Yes
Retest
Ping Test from Tutor
Connect Tutor to Student
to NCS (14.7)
(14.3)
Ping Test No Fix network

Success connectivity
Retest (14.8) (14.9)
Yes
Retest
Telnet Test from

Student to Tutor
(14.10)
Fix network No Telnet Yes Support tool to

Connectivity Test ok
Support
(14.12) (14.11)
Retest
Students are not reconnecting Room Mode
13 Student not reconnecting
13.1 Using Name and Connectivity Server

When troubleshooting Room Mode auto reconnection issues we would first recommend checking whether the Student is
using a Name and Connectivity Server to reconnect to the Tutor Console within its classroom.
The reason for this is that the Student will use two different methods to reconnect to the Tutor Console depending on
whether this is using an NCS or not.
To check whether the Student is configured to use an NCS please follow the below steps on the Student:
6) On a machine with the Student Configurator installed go to Start Programs Intel Education Software Intel
7) Once the Intel Education Classroom Management Configurator is open select the Network settings option
8) Confirm whether the Use Name & Connectivity option settings has been enabled
If this option is enabled than the Student is using the Name and Connectivity Server, if this is disabled then they are not
using the Name and Connectivity Server.
13.2 Student using Name and Connectivity Server

Confirm whether Student is using the Name and Connectivity Server
13.3 NCS Reconnect guide

Refer to NCS Reconnect guide, see section 14
13.4 Ping Test from the Student to the Tutor

To check whether there is a physical network connection between the Student and Tutor machine you can perform a PING
test from the Student to the Tutor machine. See steps below for details on the using Ping to test network connectivity:
9) Open a Command prompt on the Student machine

PING [IP Address]
[IP Address] is the IP address of the Tutor machine you want to check connectivity too.
13.5 Ping test success
If the network connection is available between the Tutor and Student machine a reply will be received from the Tutor.
13.6 Fix Network Connectivity

Contact your Network Administrator to review the network connection between the Student and Tutor PCs
13.7 Telnet Test from Student to Tutor

To confirm whether the Tutor is visible to the Student you can perform a test using Telnet from the Tutor machine, see
steps below:

TELNET [IP ADDRESS] 5421
[IP ADDRESS] is the IP address of the Tutor that you wish to check is available.
3) This will start a tenet session
13.8 Telnet Test to Tutor on port 5421

To confirm if the Tutor with a matching room name is visible to the Student then the in the telnet session at the Student PC
the Tutors machine name should appear in the session e.g. TEACHERPC 1

13.10 Are Students and Tutor on the Same IP subnet

To confirm whether the Tutor and Student machines are on the same network first you will need to find out the IP address
details of both of the machines. Complete the following steps on both the Tutor and Student machine:
1. Open a command prompt

2. Enter the following command:
IPCONFIG
Using the IP address details from both machines confirm whether they are located on the same Subnet
13.11 Check the Broadcast Addresses in the Student Configuration

To check whether the Intel Education Classroom Management Student has been configured to use Broadcast Address
ranges follow the steps below:

2. Navigate to the following folder:
3. Open the Client32.ini file in a text editor
4. Check whether the below entries exist on the File:
[TCPIP]
Broadcast_1=xxx.xxx.xxx.255
13.12 Broadcast Addresses exist

If the Tutor and Student machine are located on the same local Subnet then the Student will not require Broadcast Address
ranges to be applied to its Client configuration.
When no Broadcast Address ranges are added to the Students configuration file, by default this will send a Broadcast to its
local subnet to find a Tutor on the local subnet that is started with a matching Room name.
13.13 Remove Broadcast addresses

To remove the Intel Education Classroom Management Student to please follow the below steps:

4. Under the [TCPIP] section delete any of the below lines:
[TCPIP]
Note : Where Broadcast_# is a separate entry for each subnet you wish to browse.
5. Once you have removed all of the broadcast addresses you will need to re-checksum the Client32.ini file. For
instructions on how to do this, please use the link below:
Manually Editing the Client32.ini

http://www.NetSupportsoftware.com/support/td.asp?td=150&Site=&Lang=
13.14 Check for Broadcast Addresses in Student Configuration

To check whether the Intel Education Classroom Management Student has been configured to use Broadcast Address
ranges follow the steps below:
4. Check whether the below entries exist on the File:
[TCPIP]
13.15 Broadcast addresses correct

Using the Intel Education Classroom Management Broadcast address calculator available on the link below you can
calculate the Broadcast address range to ensure that this is correct:
Broadcast Address Calculator

http://www.NetSupportsoftware.com/support/td.asp?td=66&Site=&Lang=
13.16 Enter correct Broadcast address range

To configure a Intel Education Classroom Management Student to browse for a Tutor Console listening on separate
subnet, it will be necessary to add the broadcast address range details into the Client32.ini file under the [TCPIP] section on
the Student machine. Please follow the instructions below to complete this:

4. Under the [TCPIP] section delete any of the below lines:
[TCPIP]
Note: Where Broadcast_# is a separate entry for each subnet you wish to browse. Please note that it will be
necessary to also add the local subnet in this list.
5. Once you have added all subnets, you will need to re-checksum the Client32.ini file. For instructions on how to do
this, please use the link below
Manually Editing the Client32.ini

http://www.NetSupportoftware.com/support/td.asp?td=150&Site=&Lang=
13.17 Use Protocol Analyzer to check Broadcast received at Tutor
In order to confirm whether the Tutor is receiving the broadcast packets broadcasted from the Student components you
can run a third party Protocol Analyser on the Tutor machine.
By configuring the Protocol Analyser to monitor incoming packets you can confirm whether the Tutor is receiving the UDP
Packets broadcasted by the Student when this attempts to reconnect.
13.18 Broadcast received?

Using a third party network analyser on the Tutor PC access restart the Student PC and this will perform a broadcast to
attempt to find the Teachers PC with a matching room name when it start.
Check the Protocol Analyser at the Tutor machine at this point to see if this receives any UDP packets from the Student PC.
If this does not then UDP between the Student and Tutor PC is blocked.
13.19 UDP is Blocked either change network configuration or use Name and Connectivity Server.
Contact your Network Administrator to request for changes to be made to allow Tutor to receive UDP packets from the
Students.
Alternatively review the Name and Connectivity Server environment available within Intel Education Classroom
Management
NCS Reconnect guide
14 NCS Reconnect
14.1 Is the Tutor visible on the Name and Connectivity Server

Confirm whether Tutor Console is visible on the Services tab on the Name and Connectivity Server, if the Tutor is not
displayed here the Student will not be able to reconnect.
To check please follow the steps below:
6. Logon to the Name and Connectivity Server

7. In the System Tray you will find the Name and Connectivity Server Icon
8. Double click on this Icon
9. The Intel Education Classroom Management Connectivity Server Console window will appear
10. Select the Services tab
The Services tab displays a list of all of the Tutor Console machines that are currently connected to the Name and
Connectivity Server and available for connections.
14.2 Check Tutor is visible on the Name and Connectivity Server

Confirm whether Tutor is visible on the the Name and Connectivity Server Services tab
14.3 Connect Tutor Console to the Name and Connectivity Server

If the Tutor Console is not displayed on the Services Tab please check the following:
Check Tutor Console is running

The Tutor Console will only be displayed on the Services Tab when the Tutor Console is running. Please first ensure that the
Tutor Console is running the Teachers machine and that this has entered its Room.
Check Tutor Console is configured to currently use the Name and Connectivity Server
To check whether the Tutor is using a Name and Connectivity Server to connect the Student machines within its classroom
please follow the below steps on the Tutor Console:

7. Select the School drop down menu
8. Choose the option Configuration... from the menu
9. Next select the Network and Wireless Settings option
10. Under the TCP/IP Settings Section check whether the Use Name & Connectivity option is enabled.
If this option is enabled than the Tutor is using the Name and Connectivity Server, if this is disabled then they are not using
the Name and Connectivity Server.
14.4 Room names match
The Student component will only reconnect to a Tutor Console with the same room name, please ensure that the room
names configured on both the Student and Tutor Console match.
How to check the Room Name at the Tutor

How to check the Room Name at the Student
There are a few different methods to check the Room name of the Student PC I have placed steps on each of these below:
3) In the System tray place the Mouse over the Student Icon
4) Mouse over tip will display the Student Room name
Or
5) Open the Student Configurator on the machine - go to Start Programs Intel Education Software Intel
6) Once the Intel Education Classroom Management Configurator is open select the Room option
14.5 Check Room names match

Confirm whether the Room name reported by the Tutor Console matches the room name reported by the Student on the
Name and Connectivity Server.
The Tutor is visible on the Name and Connectivity Server Services tab
The Student is visible on the Clients tab
14.6 Fix Room at Student and Tutor


12) Update the Room Name to match the Student

4) On a machine with the Student Configurator installed go to Start Programs Intel Education Software Intel
5) Once the Intel Education Classroom Management Configurator is open select the Room option
6) Enter the correct Room name at the Student to match the Tutor
14.7 Ping Test from the Student to the Tutor
To check whether there is a physical network connection between the Student and Tutor machine you can perform a PING
test from the Student to the Tutor machine. See steps below for details on the using Ping to test network connectivity:

PING [IP Address]
[IP Address] is the IP address of the Tutor machine you want to check connectivity too.
14.8 Ping test success

If the network connection is available between the Tutor and Student machine a reply will be received from the Tutor.

14.10 Telnet Test from Student to Tutor

To confirm whether the Tutor is visible to the Student you can perform a test using Telnet from the Tutor machine, see
steps below:

14.11 Telnet Test to Tutor on port 5421

To confirm if the Tutor with a matching room name is visible to the Student then the in the telnet session at the Student PC
the Tutors machine name should appear in the session e.g. TEACHERPC 1
Student not Student not reconnecting
Reconnecting
(15)
Has the Tutor previously connected Tutor will need to

Has No
to the Students for the current connect to
connected Retest
session Students first
(15.2)
(15.1) (15.12)
Yes
Ping test from

Student to Tutor
(15.3)
Fix network No Ping test

connectivity successful
(15.5) (15.4)
Yes
Telnet test from

Student to Tutor
(15.6)
Auto
Check the auto Delete Auto
Fix network No Telnet Yes reconnect No
reconnect string Reconnect Key and
Retest Connectivity Test ok String
at the Student reconnect
(15.8) (15.7) correct
(15.9) (15.11)
(15.10)
Yes
Support tool to Retest

Support
Student not reconnecting
15 Student does not reconnect
This guide relates to when using the following Student Selection modes:
Connect to Fixed list of PCs

Connect to Fixed list of Users
Browse and Connect
15.1 Has the Tutor previously connected to the Students for the current session
In order for a Student PC to Auto-reconnect to a Tutor PC the Student must have previously been
connected to the Tutors current session.
Each time the Tutor Console is started this will create a new Session ID the Students connecting to
the Tutor will receive the Session ID when the Tutor connects to them. Only Students with a
matching Session ID will be able to Auto-reconnect to the Tutor PC.
For example if you start the Tutor Console and connect to your Students PCs and then one of the
Student PCs restarts this will be allowed to Auto-reconnect back to the Tutor when the Student PC
starts up as this will having a matching Session ID to the Tutor.
However if you start the Tutor Console and connect to your Students PCs and then a Student PC was
restarted and but while this Student was restarting the Tutor console was closed and reopened then
the Student PC would not be allowed to reconnect at start-up.
The reason for this is that the Student would no longer have a matching session ID and so the Tutor
would not allow this to reconnect.
This behaviour has been included to ensure that only Students PC from the Tutors current session
can connect, to prevent Students PC from a previous class from auto reconnecting to the Tutor.
15.2 Has Connected

Confirm within the environment with the Auto-reconnect issue whether the Tutor Console has
connected to the Student PCs first or not?
15.3 Tutor will need to connect to the Students first

In order to ensure that Student PCs can connect to the Tutor PC you will need to first ensure that the
Tutor Console has connected to them first otherwise the Student PCs will not be able to reconnect.
15.4 Ping test from Student to Tutor
To check whether there is a physical network connection between the Student and Tutor machine
you can perform a PING test from the Student to the Tutor machine. See steps below for details on
the using Ping to test network connectivity:

PING [IP Address]
[IP Address] is the IP address of the Tutor machine you want to check connectivity to.
15.5 Ping Test Successful
If the network connection is available between the Tutor and Student machine a reply will be
received from the Tutor.
Contact your Network Administrator to review the network connection between the Student and
Tutor PCs
15.7 Telnet Test from Student to Tutor using 5421
To confirm whether the Tutor is visible to the Student you can perform a test using Telnet from the
Tutor machine, see steps below:

15.8 Telnet test successful
To confirm if the Tutor with a matching room name is visible to the Student then the in the telnet
session at the Student PC the Tutors machine name should appear in the session e.g. TEACHERPC 1
Contact your Network Administrator to review the network connection between the Student and
Tutor PCs. If the telnet session fails this would suggest that there is a Firewall between the Tutor
and Student PC or Security application installed on the Tutor PC that is blocking access to the
required port (5421).
15.10 Check the Auto-reconnect string at the Student
When a Tutor console connects to a Student machine an Auto-reconnect string will be created on
the Student PC. The Auto-reconnect string stored on the Students PC contains the information
required for the Student to connect back to the correct Tutor machine if its connection to the Tutor
is lost, this includes the following:
1. IP address of the Tutor PC and the Port number to use to reconnect

2. MAC address of the Student PC
3. Session ID
15.11 Auto-reconnect string correct
For a Student PC to successfully Auto-reconnect to a Tutor Console to rejoin the lesson the
information stored in the Auto reconnect string will need to be correct. Below you will find
instructions on how to check the Auto reconnect string on a Student PC:
1. First on the Student machine open the registry editor

2. Navigate to the following location in the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Productive Computer Insight\Client32\AutoReconnect
3. Below is an example of the Auto reconnect value stored on the Student PC:
Value Name = >192.168.4.200:5421
Value = 0010c6b79030|{628BF85D-E495-43E9-8017-A2A3751D6536}|
The name of the Auto-reconnect key will contain the IP address and port number used to connect
back to the Tutor PC. First confirm that this is correct and matches the IP address of the Tutor PC.
The value of the Auto-reconnect registry key will contain the MAC address of the Student PC,
confirm this is correct and matches the MAC address on the Student PC.
15.12 Delete Auto-reconnect key and reconnect
If it is confirmed that the Auto-reconnect key stored on the Student PC does not contain the correct
information then we would advise to delete the Auto-reconnect key on the Student PC.
To delete the Auto-reconnect key on the Student PC follow the steps below:
1. First on the Student machine open the registry editor

2. Navigate to the following location in the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Productive Computer Insight\Client32\AutoReconnect
3. Next delete any values stored in the above registry location.
Once the Key has been deleted connect to the Student PC again to allow the correct key to be
created and then review the Auto-Reconnect behaviour.

Classroom Management Troubleshooting Guide

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Classroom Management

1 Cannot Connect to Student 7

3 Using Name and Connectivity Server 19

5 Slow Show and File istribution Performance in a Wireless Classroom 27

8 Cannot restrict Websites 46

10 No Active Websites or Applications 56

11 Cannot Block Print Jobs 59

12 No Audio from Student 62

13 Student not reconnecting 68

15 Student does not reconnect 78

Using Using Check

Yes Yes Yes No

Telnet Yes Resolves

Check NCS log files

Fix NCS keys at Student Fix Student

Fix Security Keys

1 Using Name and Connectivity Server

1. Start the Tutor Console

1.1 Connection Mode

1) Start the Tutor Console

Room Mode: {Connect to Students in Rooms()}

1. Logon to the Name and Connectivity Server

1.3 Check Name and Connectivity Server Keys

How to check the Tutors Name and Connectivity Server key:

How to check the Students Name and Connectivity Server key:

1.4 Keys Correct

How to fix the Tutors Name and Connectivity Server key:

How to fix the Students Name and Connectivity Server key:

1.6 See Student Connectivity

1.7 Is the Student PC on

1.9 Is the Student Service running?

1. Logon to the Student machine with Admin Rights

1. Open Task Manager on the Students machine

1.10 Start Service

Restart the Student machine

Reinstall the Intel Education Classroom Management Student on the machine

1.11 See NCS Guide

1) Start the Tutor Console

Room Mode: {Connect to Students in Rooms()}

2.1 Using Room Mode

1) Start the Tutor Console

2.2 Check Room at Tutor and Student match

How to check the Room Name at the Tutor

1) Start the Tutor Console

How to check the Room Name at the Student

Check the Room name value entered.

2.3 Room Names match

2.4 See Student Network Connectivity guide

2.5 Fix Room at Student and Tutor

How to Fix the Room Name at the Tutor

2.6 Using Browse and Connect

1) Start the Tutor Console

2.7 Does Browse prefix match

1) Start the Tutor Console

2.8 See Student Network Connectivity guide

1) Start the Tutor Console

2.10 Using User Mode

1) Start the Tutor Console

{Fixed List Mode}{Connect to a list of Students}{This is a list of Student user names}

2.11 Check whether Student machines are logged on

2.12 Are the Students logged on or off

2.13 Logon the Student machines

1) Start the Tutor Console

2.15 Are the Students Users included in the User List