---
title: "SecureSchool: What to Do If Your Appliance Is Offline"
description: "## 🔌 SecureSchool: What to Do If Your Appliance Is Offline ## 📖 Overview If your SecureSchool appliance goes offline, internet access and filtering services may be disrupted for your network. In many cases, this occurs after a **power outage…"
url: "https://www.k12usa.com/docs/secureschool-what-to-do-if-your-appliance-is-offline/"
updated: "2026-04-27"
category: SecureSchool
tags:
  - SecureSchool
---

# SecureSchool: What to Do If Your Appliance Is Offline

## 🔌 SecureSchool: What to Do If Your Appliance Is Offline

## 📖 Overview

If your SecureSchool appliance goes offline, internet access and filtering services may be disrupted for your network.

In many cases, this occurs after a **power outage or unexpected shutdown**, where the appliance does not automatically restart.

This guide walks you through how to quickly identify and resolve the issue.

## 🔎 How You’ll Know There’s an Issue

SecureSchool appliances check in with our systems daily.

If your appliance is offline, we will send a **SecureSchool Down Alert** email, typically:

- 📅 Monday–Friday
- 🕗 Around 8:00 AM EST

## ⚠️ Common Cause

- ⚡ Power outage or interruption
- The appliance did not automatically boot back up

## ✅ Step 1: Check Power Status

1. Confirm the SecureSchool appliance is **powered on**
2. Look for:
   - Power lights on the front of the unit
   - Fans spinning or system noise

👉 If the appliance is **off**, power it back on and allow a few minutes for startup.

## 🖥️ Step 2: Connect Keyboard & Monitor

If the appliance is powered on but still not functioning:

You may need to connect directly to the system to view the screen.

**What You’ll Need**

- USB keyboard
- Monitor
- VGA cable

**How to Connect**

1. Locate the SecureSchool appliance
2. Connect:
   - Keyboard → USB port
   - Monitor → VGA port
3. Power on the monitor
4. Observe what is displayed on the screen

## ⚙️ Step 3: Follow On-Screen Prompts

Depending on what appears on the screen:

- In some cases, you may simply need to press **F1 to continue boot**
- Other messages may indicate:
  - Disk check
  - Boot interruption
  - Hardware warning

> **Important:** Do not guess or make changes if you're unsure — our support team will guide you.

## 📞 Step 4: Contact Support

If the appliance does not come back online:

- Call our support team while connected to the unit
- We will walk you through the next steps based on what is displayed

📧 [support@k12usa.com](mailto:support@k12usa.com)
 📞 1-877-225-0100

## 🚚 If the Appliance Needs Replacement

If the unit cannot be recovered:

- We will **configure and ship a replacement appliance immediately**
- ✅ **No charge** — this is included in your SecureSchool subscription

We aim to minimize downtime and get your network back up as quickly as possible.

## 📦 Returning Components from the Old Appliance

Once a replacement is deployed, we will ask you to return certain components from the original unit.

**Please return:**

- Hard drives
- CPU
- Memory

**Shipping Instructions:**

- You do **not** need to return the full appliance
- Use any sturdy box (shoebox size works well)

When ready:

1. Reply with your box dimensions (**L × W × H**)
2. We will provide a **prepaid UPS return label**

## ⚠️ Important Notes

- Do not discard the old appliance until instructed
- Keep all internal components safe until return is completed
- Most issues are resolved quickly with a simple reboot or F1 prompt

## 💡 Tips

- Consider connecting the appliance to a UPS (battery backup) to prevent future issues
- After a power outage, always verify the appliance has restarted
- Keep a keyboard and monitor accessible for quick troubleshooting

## 🆘 Need Help?

If you have any questions or need assistance:

📧 [support@k12usa.com](mailto:support@k12usa.com)
 📞 1-877-225-0100