Common issues
The problems that come up most, and what actually causes them.
Access and sign-in
My credentials are rejected.
Almost always a password mismatch rather than a missing account. An administrator can reset it, and a reset takes effect immediately. Check you are using your institutional address, not a personal one.
I signed in but the application is empty.
The account exists but nothing is linked to it. For a student that means no section membership or no section-to-course link; for a teacher it means no courses assigned. Both are administrator tasks.
My institution is not in the picker.
The picker lists configured institutions. If yours is missing you are probably meant to use its own subdomain, where the picker does not appear at all.
I am signed in on my laptop but not my phone.
Expected. Sessions are per browser.
Screens that fail to load
A screen that fails then works on retry, affects one user rather than everyone, and coincides with heavy navigation is the per-user rate limit — 100 requests a minute. Background polling plus a burst of clicks reaches that more easily than it sounds. Wait a moment and retry.
A screen that fails for everyone, consistently, is a platform problem and worth reporting with the time and the page.
Missing content
A student says the course is empty.
Materials are draft until published. Generating is not publishing — check the lesson’s Materials tab and publish, individually or in bulk.
A gate is locked for a student who has been taught it.
Gates unlock on prerequisites, not on attendance. The student has not yet cleared an earlier gate. The assessment or remediation on that earlier gate is the route through.
A slide deck will not open on an older course.
Deck export links from the generator expire after about a week. Decks are now stored on the platform instead, but a course generated before that change needs its deck regenerating once.
A course is missing from a student’s list.
Check section membership first, then whether the section is linked to the course. One of those two is nearly always the cause.
Marks and mastery
A student’s mastery did not change after a regrade.
It should — mastery is recomputed from stored attempts rather than accumulated, so an override corrects everything downstream. If it has not, reopen the attempt and confirm the override saved.
A student cannot see their marks.
Result visibility is a per-assessment setting. Some hold results until the assessment closes, or until the teacher releases them.
Mastery looks low for a strong student.
Check the Bloom spread of the quiz group. A group that is entirely one Bloom level measures one thing, and unanswered questions count as zero rather than being excluded.