If a student reports an unexpected behavior while using the platform, such as pages not loading, error messages, or interruptions in their connection, follow the steps below to rule out the most common causes:
Ensure the student is using a supported browser.
- Check the system requirements.
Older browsers, plugins, or browser extensions can interfere with website functionality by blocking features, causing display issues, or preventing key actions from working correctly.
Solution: Recommend that the student try again using the latest version of a supported browser. Disable plugins and extensions.
Ensure the student has a stable internet connection.
- Start by identifying signs of an unstable connection based on what they say:
- Web pages loading slowly or timing out
- Video/audio lag or buffering
- Disconnections or repeated login prompts
- Incomplete file uploads/downloads
If they mention anything like this, connectivity may be the culprit.
- Web pages loading slowly or timing out
- Use simple questions to narrow it down:
- “Are you connected to Wi-Fi or using a wired connection?”
- “Do you have other devices connected to the internet right now?”
- “Are you experiencing this issue with just our service, or with other websites too?”
- “Have you noticed the connection dropping or slowing down recently?”
This helps determine if it’s a local issue or a broader internet problem.
- “Are you connected to Wi-Fi or using a wired connection?”
Solution: If you believe it’s a local connection issue, recommend the student try again on a different network. Additionally, they can pause any video streaming, large downloads, or VPNs, or try switching to a wired connection, if possible.
If the common causes of the unexpected behaviors above can be ruled out, you will need to submit a ticket to Acadio. See this related article on Submitting an issue to Acadio.