🔌 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
📞 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
📞 1-877-225-0100