Common Troubleshooting Tips
Having trouble with your online learning tools like Google Classroom, Zoom, or Google Meet? Here are some solutions to common problems.
All Google Apps
It's a good habit to sign out of all Google Accounts, then sign back in with your Ma'ema'e Google Account before doing anything. Google likes to flip in and out of different accounts, which often causes problems and signing out helps to solve that problem.
Click on the circle with your initial in it, which is in the top right corner to be sure that you're signed in to your Ma'ema'e account. It should end with @maemae.k12.hi.us
You cannot use your Ma'ema'e google account to create a zoom account, because we have disabled the gmail feature for students as a safety precaution. Because of this, you will not be able to check the email to confirm the account creation. You must use a personal email account, which can be a parent's email address.
When creating your zoom account, be sure to use your real name so your teacher knows who you are when you are in the waiting room.
There is a known glitch that sometimes happens where the link and password don't work for some users. Please click on the tech support button on this page to submit a support ticket and our staff will try to help you as soon as we can.
If you are using Webex, it's best to download the Webex app for your computer or tablet. Do this in advance as it takes a while to set-up.
You cannot use your Ma'ema'e google account to create a Webex account, because we have disabled the gmail feature for students as a safety precaution. Because of this, you will not be able to check the email to confirm the account creation. You must use a personal email account, which can be a parent's email address.
Webex has been known to stall or crash when there are a lot of users, so sometimes leaving the conference and rejoining can help. Other times, you have to wait until the crash on the Webex side clears up then try to rejoin.
Sound not working? Click on the Apple Menu in the top left corner, then System Preferences>Sound and check the input and output devices. If you're using headphones or earbuds, be sure that those devices are selected and that the volume is where you want it. If you're also using a mic (some headphones have built-in mics), you may have to select that in the input devices.
Video not working? Click on the Apple Menu in the top left corner, then System Preferences>Privacy. You'll need to be sure to allow Chrome (or whatever browser you use), and other apps like Zoom or Webex to use your webcam.
Mic not working? Open Settings>Privacy>Microphone and be sure all the apps you want to use for videoconferencing (Meet, Zoom, Webex) are selected.
Video not working? Open Settings>Privacy>Camera and be sure all the apps you want to use for videoconferencing (Meet, Zoom, Webex) are selected.
Still need more help?
Contact us and our tech support team
will try to assist.
If you submit a support ticket, you will receive a response by email from our team. Please be sure to respond to those emails and also check your spam folders just in case.
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The Hawaiʻi State Department of Education (HIDOE) today launched the nation’s first statewide, comprehensive help desk providing technology support to public school students and their parents as schools offer more opportunities for online and blended learning.
The ʻOhana Help Desk will provide self-service and chat support for families experiencing issues connecting to HIDOE systems remotely from home. The help desk will be able to assist with connectivity-related issues (e.g. network and wifi connectivity), access and security issues, device support (e.g. devices, applications, software updates) and general IT support.
While other school districts provide tech support to families, HIDOE's help desk is statewide and was designed with a higher level of support, with phone support in multiple languages, chat support and an online portal. The help desk will be able to provide phone support in languages most commonly spoken in Hawaiʻi households – English, Hawaiian, Ilokano, Tagalog, Chuukese and Marshallese
The ‘Ohana Help Desk will be open to support students and parents:
By phone at 643-DESK (3375) Monday through Friday from 7 a.m. to 8 p.m. and on Sundays from 4 to 8 p.m. The help desk will be closed on state holidays.
Online 24/7 at ohanahelpdesk.org for self-service support and information.