Troubleshooting Tips for the MacBook Air
Student Ticket System - click here to enter a ticket (try troubleshooting first)
For directions on how to enter a ticket, click here
1. Can't solve a problem? Try using the Help menu or searching on the internet. As an example: GarageBand has a great site with how to videos. Remember that simply restarting your laptop by going to the Apple menu on the far left and choosing "Restart" solves most problems. Click here
2. Still stumped? Ask a classmate for help. They may have a solution.
3. Still can't solve the problem? Ask your teacher. They may be able to help you.
If you have tried every avenue of help, you may enter a ticket click here. Once you learn the solution, you can help your classmates if they have the same problem. If you are unable to logon (and therefore can not enter a ticket), come down to the Media Center and use the white laptop to enter a ticket. When you enter a ticket, remember to log back in and look at History, then check Notes to see if we need more information or have a solution. We will also send you an email, so check that often.
APPLICATION WON'T CLOSE OUT OR QUIT: If you have an application that doesn't let you "Quit", you can "Force Quit". You press and hold on the application in the Dock and the menu to Force Quit should pop up (if the application isn't "stuck" it will just say "Quit". Another method is to go from the Apple menu, and choose "Force Quit" or use the keys: "Command, Option, Escape". Either of these will bring up a window that has all of the applications that are currently running. Simply click on the one that won't "Quit" and then click on the "Force Quit" blue button at the bottom right corner.
Can't Add a Folder on Your Desktop?
You will need to unlock your Finder. Click on your Desktop or open Finder (the little blue face on the left of your dock). Go to File menu and click on "Get Info". Another pop up will look like the image below. Make sure the "Locked" is not checked. If it is checked, click to uncheck. That should allow you to add a folder in Finder on your desktop.
Safari or Edmodo don't work right or say invalid Certificate
Your battery must have run down. Make sure you select "Show Percentage" and when it goes down to 20%, find a place to plug in. Even though you have charged it up after it ran down, look at the date and time (does it say PM when it is morning?, is the day of the week correct?). There is no "internal" battery to preserve the date and time. Once your battery runs down, the date and time reset to factory settings (2011) so things don't work properly. You will have to come down to the Library/Media Center to have it reset.
Google Doc Won't Open From Edmodo Site
If you try to click on a link in a teacher's Edmodo page (a Google Doc or other file in Google Drive) and it won't open, try logging into Google (Gmail, Google Drive, etc.) first. Go through the Western Middle School - Student Links - Google Apps or Student Email page to login. Then go back refresh the Edmodo page and the document should come up in your Google Drive shared folder.
See the video click here
See the video click here
Flash Problems
FLASH PLUGIN MISSING IN SAFARI: If you are trying to access a website in Safari that has Flash - you first need to turn of the ClickToFlash plug in. Launch Safari, then go to Preferences in the menu. A pop up window will open over your Safari webpage. Click on the Blue puzzle piece called "Extensions". Then Click on the "Enable ClickToFlash" so it is not checked. This turns this feature off. You may have to Quit Safari and relaunch Safari for it to work. If it still says the "Plugin is Missing", follow the directions below.
Also try opening the Firefox application and see if you can access the website in that browser.
Also try opening the Firefox application and see if you can access the website in that browser.
Plugin Missing Error (in Safari or Firefox trying to run Flash or Java)
FLASH or JAVA PLUGIN MISSING:
FLASH DIRECTIONS: Once you have turned off the ClickToFlash Extension in Safari (above), click where it says "Plugin Missing" and you will see a pop up like the image on the right. Click on the box at the bottom "Do not show this again for this app" so it is checked, then click Run. It should now work properly each time you go to the same webpage.
JAVA DIRECTIONS: Quit Safari - it won't let you bypass the update in Safari. Launch Firefox and go to the website. If you see a window about an update (see image below) click on "Remind Me Later". Then you should see the pop up on the right. It may also have a message like the one below where you also have to click the box "I accept the risk and want to run this application".
Still need help? Watch the instructional video click here
FLASH DIRECTIONS: Once you have turned off the ClickToFlash Extension in Safari (above), click where it says "Plugin Missing" and you will see a pop up like the image on the right. Click on the box at the bottom "Do not show this again for this app" so it is checked, then click Run. It should now work properly each time you go to the same webpage.
JAVA DIRECTIONS: Quit Safari - it won't let you bypass the update in Safari. Launch Firefox and go to the website. If you see a window about an update (see image below) click on "Remind Me Later". Then you should see the pop up on the right. It may also have a message like the one below where you also have to click the box "I accept the risk and want to run this application".
Still need help? Watch the instructional video click here
Java Error
Did you see an error like the one in the picture on the left? You will if you are using Safari. Try using Firefox instead.
Blocked Plug-in Java Update
"JAVA" IS OUT OF DATE: If when you click on the Blocked Plug-in you see this error message, you will need to restart your laptop at night or over the weekend to make sure all updates are installed. The updates come through periodically throughout the day, however some updates require you to restart your laptop to finish the installation process. If the update hasn't come through yet, try opening the Firefox application and see if you can access the website in that browser.
Java Update Available
JAVA UPDATE AVAILABLE: Since you won't be ale to install the Java update yourself (it will come through automatically when you log off or restart your laptop), just click on "Remind Me Later". If the website you are accessing in Safari won't work, launch Firefox and try to access the website.
Flash not working in Safari
If you haven't already been instructed by your teacher to turn off the "ClickToFlash" extension, this may be the problem. Launch Safari and go the Preferences in the menu bar at the top. Click on the Extensions tab, and then uncheck the box that says "Enable ClickToFlash". This will allow Flash to play automatically. Also try using Firefox as this seems to work a little better.
How to Properly Shut Down Your Laptop
Never hold down the power button on the top right of your keyboard to shut down your laptop, unless everything is frozen and you have no other options. Always choose Shut Down from the Apple menu. Also make sure you have "Quit" all applications before shutting down your laptop. Properly close out and save all work, presentations, documents, etc. Then "Quit" and make sure all applications do not have the white light under the app (Finder will always run).
Internet Problems
- CERTIFICATE ERRORS IN SAFARI AND FIREFOX: Your Google Chrome has an error when you try to do a google search or your Safari keeps popping up a Certificate error. Check you Date and Time (does it say the wrong day or time). If it in incorrect, come down to the Media Center so we can reset it. MAKE SURE YOU DON'T ALLOW YOUR BATTERY TO GO MUCH BELOW 20%. IF THE BATTERY RUNS COMPLETELY DOWN, IT MAY NOT HAVE ENOUGH POWER TO KEEP THE DATE AND TIME.
- RECEIVE A "PROXY SERVER" ERROR IN CHROME OR FIREFOX AT HOME: If you receive an error about a Proxy Server at home using Google Chrome of Firefox to browse the internet, try launching Safari first, then launch Chrome or Firefox while Safari is still running. Remember to Quit both apps. when you are finished.
- GOOGLE DRIVE - CAN NOT UPLOAD A DOCUMENT OR FILE TO : If you try to upload to Google Drive and receive and error that says "server rejected" if may be a result of being logged into Google Drive with 2 different accounts. Log out of all Google Drive or Gmail accounts (hover over your login ID 17wsd12345@...... and a drop down box will open showing the login accounts - if there is more than one name you are logged in with 2 accounts), log back in with the one you want to use to upload and it should work.
Empty Your Trash
EMPTYING THE TRASH ON YOUR MAC: Sound familiar? Does your mother tell you to empty the trash at home? It works the same way on your Mac. You can drag things into your Trash when you are done using them, but it will fill up quickly. If you try to drag something in there and it pulls up a window like the one on the left, you need to first empty your trash. Click on the Trash Icon in your Dock and choose Empty Trash (see image below)
Other Problems
- CAN'T LOGIN AND YOU KNOW IT IS THE CORRECT PASSWORD: You may have accidentally hit the "Caps Lock" key (it will have a green light on). Turn off Caps Lock and reenter your user name and password. Next try restarting again and doing a fresh login. If there is a "red dot" next to your user name and it says "network accounts not available" wait a minute or so until the "red dot" goes away before trying to log on. If the "red dot" doesn't go away after 2-3 minutes, bring it to the Media Center to be fixed.
- CAN'T LOGIN TO GMAIL OR GOOGLE DRIVE: Make sure you are accessing Gmail from the Middle School webpage link "Student Links" "1:1 Student Email". If you need your password reset, you may enter a ticket on the Student Ticket System. Check back often to see when it has been reset for you by logging into the Student Ticket System to check the status and checking Notes in that system.
- LAPTOP NOT WORKING PROPERLY: The first step that solves most laptop problems is to restart the laptop. First make sure you have saved all of your work (moved it to your Google Drive or Dropbox), properly closed (Quit) out of all applications, then choose "Restart" from the Apple menu (the top menu on the far left). Don't just hold down the Power Button. This can cause other problems.
- IF YOUR MACHINE IS STUCK ON A BLUE SCREEN: or you can't access the menus, simply hold down the power button (the button on the top right corner of your keyboard. It looks like a circle with a line through the top) until the machine shuts down. Then touch the button once to start it back up. You should then be able to log in.
- APPLICATION NOT WORKING PROPERLY: If you have a problem with a specific application, try Quitting the application (after you have saved your work in Google Drive) and relaunching it. If that doesn't solve the problem, try restarting too. If nothing seems to fix the problem enter a ticket.
- IF YOUR LAPTOP IS ASLEEP AND WON'T WAKE UP OR TURN ON: the battery may be run down. Plug in your AC adapter cord (first to the outlet and then to the laptop) wait a minute or so and then try waking it up. Try pressing the power button once. If your laptop is completely charged, the light on the power adapter on the end attached to the laptop will be green. If it is orange, it is still charging.
Pop Up for Administrator Password
If this pop up comes up, click "Deny". If it comes up all day long, enter a ticket and we may be able to fix the problem.
Pop up for M86CertificateExporter
If this pop up comes up, click "Always Allow". It should not come up again, however if we reimaged your laptop or did some work on it, you may see it again. If you click Deny it may prevent you from being able to access websites.
Finding Anything On Your Laptop
Here is a sample of the Spotlight search feature. It will find any applications, documents, images or other files with that word you enter in the name. It is located on the top right menubar of any desktop screen and it looks like a little magnifying glass (in black until you click on it). Once you find the app. or document, click once to open it.
You can always open the Finder app. to see everything on your laptop. Remember to change the views at the top (Coverflow the last one on the right, is best for looking at images or documents - press the spacebar to see a quick preview of the image or pages of the document).
You can always open the Finder app. to see everything on your laptop. Remember to change the views at the top (Coverflow the last one on the right, is best for looking at images or documents - press the spacebar to see a quick preview of the image or pages of the document).