When something goes wrong

Ordered by how often it actually happens in a first pilot week. Every fix here is one a teacher can do alone — nothing needs a developer.

If your problem isn't here, send it: Settings → 💬 Report a problem. It reaches the people who build the app, with the screen you were on attached.

Students can't sign in

"It says the code doesn't work"

Nine times out of ten they were given the wrong code. There are two, and they look identical:

The app will usually say which one you've pasted. Give students the class code.

"The code is right and it still doesn't work"

A student's first sign-in has to be through their personal link, not the class code. The class code alone can't get anyone in for the first time — otherwise any classmate could sign in as anyone else, since the code is public by design.

Students tab → 🔗 Copy on their row, or 🖨 Print cards for the whole class.

"They've lost the card"

Students tab → ⋯ on their row → Issue a new login link. The old one stops working straight away, so throw the old card away.

"They forgot their PIN"

⋯ → Reset PIN. Their progress is kept. They'll need their personal link once more, then they choose a new PIN.

"Too many incorrect PINs"

The account locks for 15 minutes after repeated wrong PINs — that's the protection against a classmate guessing. Their personal link always works, lockout or not. Use that instead of waiting.

"It made a second account for the same student"

They typed their name slightly differently and self-joined instead of using their link. You'll see two rows with similar names.

Move them onto the right one: give them the personal link for the original row, and remove the duplicate with ⋯ → Remove from this class. Check which row has their history first — the one with a streak and completed lessons is the real one.

Students can't see a lesson

Work down this list:

1. Is it published? In your library, it must show a green ✓, not the amber

Publish button. Unpublished lessons are invisible to students by design.

1. Is it assigned to this class? Open the class → 📚 Lessons. Being in your

library isn't enough.

1. Do the subjects match? A lesson tagged Biology won't show in a Mathematics

class. This is deliberate, but it catches people out.

1. Have they refreshed? A student who's been offline needs one online moment for

their list to update.

"Deleted" next to a lesson in the class

The lesson that assignment points at has been removed. The row won't open. Unassign it from the picker below and assign a current one.

During a mock exam

"A student lost connection mid-exam"

Their answers are saved to the server as they go, roughly every 20 seconds, and also held on the device. When they get back online they can carry on where they were, as long as the time hasn't run out.

An exam does need internet. If your room's connection is unreliable, print the exam instead (🖨 Print exam) and use Practice for the on-screen work.

"The timer ran out before they finished"

Whatever they'd answered is submitted automatically. Nothing is lost.

"A student needs more time" (or sat it in the wrong conditions)

Open the exam → Results → override that student's score. You can't extend a timer that has already expired, but you can correct the outcome.

"They can't see the answers afterwards"

That's correct while the exam is open. Practice-with-answers unlocks once they submit. If you ticked Hold results until I release them, nobody sees scores until you release them from the Results screen.

Sound and playback

"There's no narration"

• Check the device isn't on silent — phones mute web audio.
• Some phones need one tap on the page before they'll play any sound. Tapping ▶

again usually does it.

• Offline, only lessons saved to the device have their narration. A lesson that

was merely opened online won't have the audio stored.

"The board is blank or the drawing froze"

Reload the page. If it happens twice on the same lesson, report it with the lesson name — the app also sends us the technical detail automatically.

"It's very slow"

The first load of a lesson pulls the pictures and audio. After that it replays from the phone. On a weak connection, get students to open a lesson once at school and save it for offline before they go home.

Your own account

"I've forgotten my password"

Sign-in screen → Forgot your password? — works if your school has email set up. Otherwise ask your school admin: Manage school → your name → Reset password. The link they give you lasts an hour and works once.

"I'm signed in somewhere I shouldn't be"

Settings → Sign out other devices. Ends every session except the one you're using.

What only your school admin or ReasonBoard can do