> ## Documentation Index > Fetch the complete documentation index at: https://docs.goguardian.com/llms.txt > Use this file to discover all available pages before exploring further. # Run Diagnostic on Unavailable Device > Use the student device diagnostics page to identify and resolve connection issues from a student's tile in GoGuardian Teacher. A student's tile can show a connection problem, such as "Device Unavailable," that prevents you from reviewing their activity. As the teacher, you can run the diagnostic test by clicking the **Troubleshoot** link on the student's tile to open the diagnostics page and start the test. A student tile showing 'Device Unavailable' with a Troubleshoot link in a GoGuardian Teacher Live Session. ## Run the Diagnostic Test 1. Click the **Troubleshoot** link on the student's tile in your Live Session. A six-digit code appears on your screen. 2. On the diagnostics page, enter the six-digit code to connect the test to the student's device. Confirm the account listed under **Signed In As** matches the student's school-issued email. If it doesn't, have the student sign in with the correct account before continuing. 3. Click **Run Diagnostic Test**. 4. Review the results under **Diagnostic Results**. The student device diagnostics page with a field to enter the six-digit code before running the diagnostic test. ## Review Troubleshooting Results The diagnostics page checks four areas and reports each as a pass or an issue. ### Account Sign-In **Student Account Signed In** confirms the student is signed into their school-issued account. If the page instead shows **Incorrect Account Signed In**, the student is signed into a personal, guest, or another student's account. **Fix:** Have the student sign out and sign back in using their school account. ### Device Performance **Device Performance** confirms the device has enough available memory to maintain a stable connection. If the page instead shows **Low Device Performance**, the device is using too much memory, which may be affecting the connection. **Fix:** Have the student close unnecessary browser tabs and windows. ### IT Environment **IT Environment** confirms nothing on the network is blocking GoGuardian's extensions. If the page instead shows **IT Admin Action Required**, an ad blocker or firewall is interfering with the connection. **Fix:** Click **Send Report to IT Admin** to send the diagnostic report to your IT department for further troubleshooting. ### GoGuardian Systems **GoGuardian Systems** confirms GoGuardian's back-end services are reachable. If the page instead shows **GoGuardian Support Action Required**, the test could not determine the exact cause of the connection failure. **Fix:** Click **Send Report to GoGuardian Support** to send the diagnostic data in a support ticket. Diagnostic results showing issues found across account, device, and IT environment checks. ### No Issues Found If every check passes, the page shows **No issues found** with all four checks marked green. Diagnostic results showing no issues found, with all four checks passing. If the diagnostics page shows no issues but the student's tile still shows a connection problem, the issue may be temporary. Have the student refresh the page, or contact GoGuardian Support if the tile doesn't update. ## Confirm the Connection Is Restored After the student applies a fix, have them refresh their tile or rejoin the session. The tile updates from "Device Unavailable" to the student's live screen once GoGuardian reconnects. If a report was sent to your IT admin or GoGuardian Support, the fix may take longer, since it depends on their response. ## Resources Troubleshoot the "Device Unavailable" status. Troubleshoot the "Student Not Found" status. Troubleshoot the "Waiting for Activity" status.