Distance Learning

Trouble shooting

Below is a list of things to try to solve the most obvious problems with school Gsuite accounts

Google Hangouts Meet

Students will be able to view "Mr Mozarts Google Meet" once they are signed in. That explains how to get on on a Computer or Chromebook.

If using a Tablet or Phone " Hangouts Meet" is a separate free app from the Play store or App store. If the student is signed into the device simply open the Hangouts Meet app and enter the meeting nickname sent by the teacher. If someone else is signed in to the device (eg it's mums phone) you can either add another account to the meet app, or email the teacher and they can send the full google meet code, and you can join with that.

Web Browser/s

The best browser to use for our school gsuite accounts is Google chrome. https://www.google.com/chrome/

although they can work in any browser. Safari, Edge, Firefox.

If you have multiple users on one device you could use different browsers for each person eg one on fire fox, one on chrome , one on internet explore/edge this helps keep things separated as each browser remembers only one person's bookmarks, history and sign ons etc.

Username and password incorrect

At school the students only have to type their username to login, eg. john.s and the chromebooks here do the rest. At home students will have to enter their whole email address which is unfortunately long.


eg. john.s@naylandprimary.school.nz or john.smith@naylandprimary.school.nz

If you are having trouble please contact the elearning team via the form below.

The elearning team will be checking form responses constantly during school hours.

Check how many Logged in Users

Gsuite, Hapara, and Google classroom will get confused if more than one user is signed in. Either make sure only you child is logged in with their school account, or open an incognito, or private browsing window and log in with their school account.

Computer User account at home

Ideally your child would have their own computer user account if using your home computer. This will allow them to access their school Gsuite account without getting mixed up with family gmail accounts. Chrome can then automatically keep them signed in.

Here are some links to help you do this, if you want to.

Windows 10 based computers allow you to set up child accounts, . https://support.microsoft.com/en-nz/help/12417/microsoft-account-add-members-to-family

or to add another user without signing in to microsoft set up a standard local account.


Mac computers


Chromebooks only login to one account at a time which keeps things simple.

Ipads, are abit more tricky as students sign into each app. (Drive, Docs, Sheets, Slides, Photos free from the app store)

and android tablets are even more tricky as they are usually linked to a home GSuite account completely. but the google play store has the same apps (Drive, Docs, Sheets, Slides, Photos)


Most classes using seesaw are already up and running and shouldn't find things too tricky. Please contact your classroom teacher directly with Seesaw issues, or complete the Troubleshooting form and the elearning team will help.

Which App do I sign in to?

You can use any web browser on a computer, You could download and install Google Chrome for free from this link https://www.google.com/chrome/

If you are on an ipad, or android tablet the Apps Gmail, Google chrome, Google drive, Google docs, Google sheets, Google slides are all available from the App store or Google play for free

On a Computer or on a tablet browser

start here at gmail


If you already have a gmail account logged in you can add another, but if this is the only gmail account you will use then that keeps things simple

https://drive.google.com/ https://docs.google.com/

Some tips to improve home internet connections – this information is provided by the Ministry of Education.

It is important to eliminate performance/speed issues with the home wifi setup first, rather than assuming there is an issue with the connection from the house to the internet. To check this:

  • Run a speed test at www.speedtest.net to establish a baseline, and repeat after making any change below to check for improvement
  • Power off home router every morning, leave off for 30 secs before powering back on (don’t press the reset button this will reset the device settings!)
  • Turn off, or disable Wi-Fi on, unused devices where possible, especially older devices that run at slower Wi-Fi speeds
  • Decrease the physical distance between your device and the Wi-Fi router, line of sight is best
  • Use an Ethernet cable on devices where possible, to reduce Wi-Fi load (especially smart TVs, gaming consoles) – plug these into a spare LAN port on your router