General Troubleshooting Overview - My Reading Academy Español

My Reading Academy Español and our other Age of Learning School Solutions are effective and reliable. But the process of rostering large educational organizations; sending out and redeeming program activation emails; assigning licenses; and users accessing the programs on an enormous range of devices, operating systems, and browsers, plus different network connections, can mean that some users will experience a problem at some point. We'll cover the most common issues and what you can do to quickly and easily resolve them (or prevent them from occurring in the first place).

• Missing Set-Up Step(s)
• Log-In or Password Issues
• Loading, Connection, and Program Performance Issues 

Missing Set-Up Step(s)

There are a number of things that need to happen before you can log in and use My Reading Academy Español. The good news is that they are typically only done once around the start of the school year. 

1. You Need to Be Rostered: You (or your child if you are a Caregiver) needs to have been added to our platform by a top-level Administrator in your organization. Educators will need to have had their school-related email address added, as well.
   
   
2. You Need to be Sent an Account Activation Invitation: An Administrator or Teacher needs to have sent you an invitation to set up an account with us. For Teachers and Admins, that will usually be via email. For Caregivers, it is mostly via email but Students may be given a printed invitation to bring home.
   
   
3. You Need to Have Activated Your Account: Teachers and Admins activate their accounts by clicking on a link in the account set-up email invitation, entering their email, and choosing a password (which will be used to log into all programs). Caregivers will typically activate their at-home accounts in the same way by clicking the link in an email invitation. See this article for help activating an account at home.
   
   
4. You Need a Valid License Assigned for Each Program: If a Student has not been assigned an active license for a specific program, neither they or their Caregivers will be able to log in to that program and will get a login error message (though it will not specify a missing license). Note: having an assigned, active license for one program (e.g., My Reading Academy) does not mean you have one for another program (e.g., My Reading Academy Español); you need a license for every program you want to use. If a student is able to log into one of the programs and not another one, a missing or expired license is one of the more likely issues. Teachers do not get licenses assigned to them but will have access to the programs whenever any student in their class has a license.

Log-In or Password Issues

If you encounter the error message Invalid Username or Password while attempting to log in, the most likely reason is that the email address and/or password you entered is incorrect.

Also, remember to use the same login credentials (email address and password) for all your Age of Learning products: Educator Center, My Math Academy, My Reading Academy, and My Reading Academy Español. 

Please also ensure that you’ve entered the accurate login credentials by reviewing the following: 

• School-Assigned Email: Your username is your full email address provided by your school or organization. 
• Check Caps Lock: Passwords are case-sensitive. Make sure your Caps Lock is turned off, and you’re entering uppercase and lowercase letters correctly.
• Verify Email: Double-check that you've entered your email address accurately. Sometimes, a simple typo can lead to login failures.
• Password Reset: If you’re certain that your email is correct but still can't remember your password, use this  Password Reset Request page or click the Forgot Password link on the Educator Center login at https://educate.aofl.com/ or our Program Log-In page at https://login.ageoflearning.com/. You will be guided through the process of resetting your password. (Note: if you have not yet been rostered or were rostered with a different email address, you won't get the password reset email.)

See these Password Reset Troubleshooting tips.

Loading, Connection, and Program Performance Issues

Are you experiencing any of the following issues while using My Reading Academy Español?

• Stuck on the Welcome screen
• Stuck on a white, blue, or black screen
• A generic loading error
• Buffering issues
• Connection errors
• Freezing videos/games
• Poor video/game quality

If you are experiencing any of these issues, we're here to help! We recommend that you follow the troubleshooting steps below in the order they are listed.

After completing each step, try using the program you were having trouble with to see if your issue has been resolved. If these steps do not resolve your issues, please contact us. You can also view the known issues that we are currently working on to fix.

You can click on the links below for specific instructions on your device.

1. Check compatibility: Make sure your device meets all minimum requirements.
2. Check our System Status website: We continually monitor our systems and promptly report whether they are fully operational or experiencing issues that could impact you
3. Fully close the web browser: Start by fully exiting the website (and all other tabs or windows in the background), and then try opening the web browser again.
4. Perform a power cycle: Turn off your device (and your modem and router, if applicable). Wait a few minutes, and then power back up.
5. Check your connection: Run a speed test on your device and ensure it meets the minimum requirements.
6. Check that you’re on the right network: Occasionally, classroom computers and devices may connect to a “Guest” network or other nearby network with lower bandwidth or other issues that would be resolved by switching back to your school/district’s approved network/wifi. 
7. Test other websites on your device: If you notice similar issues, it may be due to poor connectivity. Contact your internet service provider for more information on improving your connection.
8. Check for browser updates:  Make sure your device web browser has been updated. 
9. Clear cache and data: You can typically clear the cache/data via your device’s Settings menu. This step removes temporary files to help free up needed space.
10. Reset your browser settings to default: Restoring default settings often improves browser performance and is a smart choice if you’ve tried our previous troubleshooting recommendations. You should, however, check in with your IT/technology department if you are not sure that it is allowed.  Here's the simple process for Chrome:

• • • In the top-right corner of the Chrome browser, click the 3-dot icon .
    • Select Settings from the bottom of the pop-up window.
    • Click Reset Settings near the bottom of the left-side menu, then click Restore settings to their original defaults.
    • Confirm you would like to reset your browser by clicking the Reset settings button.
      
      Learn how to reset other browsers...

Other helpful tips for Teachers

• I can't log into my account or program
• General Troubleshooting Overview - My Math Academy
• How do I find known issues?
• Report a bug? Let us know!