If you're monitoring students in GoGuardian and notice that a student has a second screen in GoGuardian that doesn't match what they're actually doing. This usually means the student's profile is present on a second device.
GoGuardian relies on the Chrome profile and some other metrics established during device enrollment. GoGuardian will log into and record activity under the wrong profile if this device's profile doesn't belong to the person using it.
Quick Summary
- A student's GoGuardian tile showing activity that doesn’t match what they're doing indicates a profile/device mix-up.
- Common causes include family members using school-issued devices, staff using un-reset former student devices, or missed enrollment steps for reassigned devices.
- Immediate action: Confirm with the student in class, send a GoGuardian message to verify who is using the device, then remove the unexpected profile from the device.
Initial Actions: Privacy First
- If you suspect the activity belongs to someone other than the student (e.g., family or staff), be careful about what you are monitoring.
- Avoid taking or sharing screenshots of non-student activity to protect privacy.
- Use GoGuardian's messaging feature: Send a message like:
"Hi, this is XYZ from campus ABC. I am seeing your screen under one of our student's names, but I suspect this is a mistake. Can you tell me your name?"
This helps confirm who is actually using the device before you stop monitoring. - Verify with the student: Ask them to show their actual screen in class and confirm what they are currently working on. This helps confirm the mismatch.
Common Scenarios & Solutions
Here are the three primary scenarios that can lead to incorrect GoGuardian screen activity. Click them to see more details and steps to resolve them:
> Scenario 1: Family Member Using Student's Device (or Student's Profile on a Personal Device)
The student's profile is active on a personal/family device, or a family member is using a school-issued device while logged into the student's Chrome profile.
- What you'll see: Adult browsing activity appearing under the student's name. The student may be present but the tile shows unrelated activity.
- How to Recognize: The activity looks like typical home/personal workflows.
Action Steps:
- First, use GoGuardian's messaging feature to verify who is using the device (refer to the suggested message above). If they confirm they are not the student, politely let them know you will stop monitoring.
- Contact the student's family to confirm if others use the device or if the student's school Google account is signed into personal devices.
- Remind them that the school device should only be used by the enrolled student.
- If family members need to share a device, they should use separate user profiles or the Operational System's "Guest" mode.
- Guide the student to: `myaccount.google.com` → `Your devices` → `Sign out` of the relevant device(s).
> Scenario 2: Staff Using Previously Assigned Device (Not Properly Reset)
Either a device previously mapped to a student was reassigned for use by a staff member, who started using it without properly resetting it, or a student signed into their profile on a staff member's device for any reason, and left the profile active.
- What you'll see: Staff-related activity (administrative sites, staff email, Slack) appearing under a former student's name. The student might not even be on the device.
- How to Recognize: The activity looks like a staff desktop workflow. The device may have been recently repurposed or found in shared spaces.
Action Steps:
- Send a quick GoGuardian message to verify who’s using the device (refer to the suggested message above).
- Stop monitoring that student in the current session.
- Contact the staff member and ensure they properly reset the device.
> Scenario 3: Device Reassigned Without Proper Enrollment
A device was given to a new student, but one or more enrollment steps were missed, causing it to still store the previous student's profile.
- What you'll see: Student A's activity appearing under Student B's name in GoGuardian, or the new student cannot be monitored, or you still see the previous student’s profile.
- How to Recognize: The GoGuardian tile for student A is showing student B's activity.
Action Steps:
- Use GoGuardian's messaging feature (refer to the suggested message above).
- Contact that student's Campus Coordinator to complete proper device enrollment.
- The device will need to go through the full enrollment process.
Quick Troubleshooting Steps
- Verify the Mismatch: Confirm that what the student is actually doing doesn't match what GoGuardian shows.
- Message the User: Use GoGuardian's messaging feature to verify who is actually using the device (refer to the suggested message above).
- Check with the Student: Ask if anyone else uses their device or if they recently received a new/different device.
- Identify the Scenario: Use the descriptions above to determine which situation applies.
- Contact the Right Person: Reach out to the family or Campus Coordinator as appropriate, and stop monitoring the affected tile.
When to Contact Support
Contact Support if:
- You've confirmed the student is the only user and the device was properly enrolled, but GoGuardian still shows incorrect activity.
- You need help identifying who's behind the second screen and would like to discuss any details.
What to include:
- Your student's name.
- Time of the incident and your class/session.
- What you observed (include screenshots when appropriate; avoid screenshots that include PII of non-student activity).
- Whether you discussed with the student about them using a different device recently.
- If you used GoGuardian chat, include the outcome (e.g., the name provided by the user).
Prevention Tips
- Remind families that school-issued devices should only be used by the enrolled student. If a shared device is necessary, encourage using a non-school profile for personal use.
- Staff should not borrow student devices (and vice-versa).
- If a device changes hands, always perform the steps in device enrollment. Do not skip steps.
- Contact your Campus Coordinator when collecting or redistributing devices.
FAQs
- How long does it take for GoGuardian to update after re-enrollment?
Changes should appear within a few hours. If the issue persists after 24 hours, contact Support. - Can I reset the device myself?
Device enrollment for students requires specific procedures and admin access. Always coordinate with your Campus Coordinator in this case. If the device will be reassigned for staff or personal usage, then you can reset it. - What should I do if I see concerning activity that doesn't match the student?
First, verify the scenario using the steps above. If it's a family member or misassigned device, it must be fixed. Remember to message the user, then stop monitoring the tile and escalate. - Should I lock the screen if I see non-student activity?
Avoid locking; it may disrupt a family member or staff device. Message first to verify identity, then stop monitoring that tile and escalate. If you confirm the device is in the student’s hands and the use violates class expectations, apply classroom management steps as appropriate. - Can I remove GoGuardian from a personal device?
The recommended fix is to reset the device if the profile was picked up and GoGuardian was installed. If a student’s school profile is present on personal devices, other tracking software might have been installed beyond GoGuardian. -
What if the person doesn't respond to my GoGuardian message?
They may not see the message if they're not actively looking at the screen, or they may not be familiar with GoGuardian notifications. Proceed with stopping monitoring and contact Support.
Manuel da Silva
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