Ensure adherence to the following three steps:
Investigate if the school has NAS. File to check if the NAS BOX is Installed You in School or not
Examine school vitals to understand NAS history.
Verify whether the TAB firmware.
In case the NAS Box is unavailable at the school, follow these steps:
Step 1: Proceed to troubleshoot using AnyDesk Access.
Step 2: Check if the memory card is detected. Verify whether the inserted memory card can be detected in the tablet.
(If it's not getting detected, ask the teacher to remove the memory card & clean it, reinsert it again if it's still not getting detected then try and use any other tab's memory card in the teacher's Tab(This to check if the issue is with the card or the Tab)
Step 3: Ensure to verify the type of storage selected for the memory card. Always choose Portable Storage when inserting the memory card into the tab. Selecting internal storage may lead to the formatting of all resources and the loss of data on the memory card.
Step 4: Review the data/content size on the memory card, ensuring it is in gigabytes (GB) and not megabytes (MB). If the data is in MBs, escalate the ticket to the IT Infrastructure pipeline, specifying the issue. Warehouse management will then initiate a request for a new memory card. If the data is in GBs, proceed to the next step.
Step 5: Please confirm that both the Teacher App and TAB firmware are up to date. To update the TAB firmware, go to Settings -> System -> System Update. Check for available firmware updates and proceed with the update. For the Teacher App update, open the Lead Teacher App, check for the latest version, and update accordingly. After updating, log out and log in again.
Step 6: Initiate a one-click update by navigating to Teacher App -> One-click update. If the issue persists, escalate it to the respective IT zone.
If the NAS Box is available in the school, follow the below steps:
Step 1 - Check the Orbiter/Aikaan for the following 5 parameters:
- Ensure NAS is enabled. If not enabled, request the supervisor to enable it.
- Verify if the script is updated.
- Check the file count. If it's considerably low, advise the school to wait for a complete day and keep the NAS & Internet on.
- NAS status (If it's Offline the school would not be able to download the resources) {If Offline, take Anydesk and ask to open the camera and try to get it online).
- NAS is configured to have a valid IP address.
Check the NAS status; if it's offline, the school won't be able to download resources. In such instances, utilize Anydesk, instruct them to open the camera, and try to bring it online.
Additionally, ensure that the NAS is configured with a valid IP address.
If you are unable to bring it online, request pictures and proceed with troubleshooting the NAS Offline issue. If the issue persists and cannot be resolved, escalate it to the IT infra team.
Please refer to the image for a clearer understanding of the 5 parameters to be checked in the Orbiter.
Note: If the NAS script is in an older version, after performing the troubleshooting, escalate the ticket to the IT team to update the script, irrespective of whether the issue is resolved or unresolved.
Below is the for reference how an updated script looks in the orbitor (IOT portal)
IP Address should be correct (If it's changed, kindly perform the troubleshooting steps Click here for steps. Escalate it to IT hub Zone wise if the issue still persists)
- IP Address should be correct (If it's changed, kindly escalate it to IT infra to fix it)
- Link for Orbiter - Click Here
Link for Aikaan Portal - Click Here
( ID - sanket.naik@leadschool.in Password - 12345678 )
Link for Green field - Click Here - Common issues troubleshooting steps - Click Here
- Link for Orbiter - Click Here
Take Any desk access now and check for following things
Step 2 - Check if the memory card is getting detected or not
Check if the memory card which is inserted in the tab whether the tab can detect it or not (How to do it - Tab settings --> Storage)
If it's not getting detected, ask the teacher to remove the memory card & clean it, reinsert it again if it's still not getting detected then try and use any other tab's memory card in the teacher's Tab(This to check if the issue is with the card or the Tab)
If we understand that its a memory card issue, then we need to format the SD card (If NAS is available). Below are the 5 seniors where support team will be formatting the SD card.
- If tablet (Android storage settings) is showing that the SD card if corrupt.
- If the SD card that user is using has content of a different board that what user needs and during Teacher App login, TA doesn’t allows you to login and gives “Use correct SD card” error.
- If the SD card is setup as internal storage instead of the Portable.
- If the SD card doesn’t have any space remaining
- If the SD card is corrupt as per Greenfield
Step 3 - Scroll down the notification bar-> and you will find the pop message--> Click on tap to set-up--> select portable storage--> Click on done
Turn on the location services on the Tab
Step 4 - Make sure the TAB location is turned ON. Connect to Lead AP & execute One Click update.
How to check the connection for the NAS
Step 1 : Check the below requirements on the orbiter platform.
1. Check if the NAS has all files:
Orbiter --> Resource Count. If the file count is not up to date then, ask the school to keep the NAS on and connected to the internet so that all resources are downloaded.
2. Check the status of the NAS (Online or Offline):
Orbiter --> Under Aikaan information. Check Status, it will be Offline or Online.
Offline - If it shows Offline, means that the NAS is not getting Internet or Electricity. Note - You can still download the resources from NAS, if its not getting internet(Provided it has correct IP address). You can ask them to connect it to Lead AP, if it doesn't work you will escalate.
Online - Means everything is ok and now check the IP address.
Check the below image to understand how the NAS connection should be like.
Check the IP address
Orbiter --> Under Aikaan information. Check IP, it should start from the 192.168.102 series but if it's not starting with the above series then takes Sanket's help to reset it (If you are trained then follow the steps -
If all of the above 3 requirements are met we will get them to connect the NAS to the TAB.
After performing the above steps if still the issue is not resolved then we will escalate this ticket to the IT infra support pipeline. Try and get the pictures/Video of the following things -
Front & Back of the NAS
Routers Pic from the top and back of the Router
Resources not downloading/Content failed.
How to check if TAB firmware is updated to the latest version
1) Open settings on the tab.
2) Scroll down and select the system info option.
3) Post which clicks on system update/ device update.
4) Click on the "check for update button at the bottom of the screen"
5) Please click on the install and update button to start the OS update process.
Note: Tablet will only update the OS if the tablet battery is above 30% It might take 15-20 mins from OS update to System reboot.
Key points -
Only those resource will get downloaded on the Tab , where we have downloaded the plan/unitFew schools have been given Sim based routers in place of the regular internet-based router {Those schools who have issues in getting internet connection}. The school has to insert a sim card in those routers (The router will use the sim cards internet)
Lead doesn't provide the Sim card (The school has to manage the same)
We are now sending new Router with the NAS (LB link)
How the Sim based router looks like -
Password for Lead AP - Lead@123 (This is same for all schools)
File to check if the NAS BOX is Installed in School or not: Click here
Warehouse address to get the NAS box returned - Click Here