When students need assistance with various tech related issues, the most effective way to help problem-solve is to set-up a video meeting via Google Meet so that you can see their screen. From Google Meet, guide the student on sharing their screen so that they can show you the issue they are experiencing.
Note: Students may be using different devices like Chromebooks, iPads, family computers, etc. If a student is using an iPad, follow these steps to guide them on how they can share their screen.
Google Meet
Use the Screen Sharing Feature to Help Students with Tech Issues