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General Troubleshooting Overview

  • Updated 

The products and programs offered by Age of Learning School Solutions—My Math Academy, My Reading Academy, My Reading Academy Español, Educator Center, and Caregiver Center—are all web- and browser-based, and therefore the most common technical issues that users encounter are related to their internet connection, Wi-Fi and other network connections, web browser issues, and sometimes device compatibility issues. “Fixes” can often be as simple as clicking your browser’s Reload/Refresh button if a Dashboard or other Educator Center page initially loads as a blank page.

The following categories cover the great majority of issues that users may occasionally face and provide simple, actionable steps you can follow to work towards a resolution.

Internet/Network, Loading, and Browser Troubleshooting

For page loading issues while you are browsing—for example, if you are in the Educator Center and click to go to a Dashboard or Student page and see a blank white page or partially loaded page instead—it’s always recommended to click your browser's Reload or Refresh button one or two more times since it's so quick and easy to do (and often works!). If that doesn't work, you can move on to the more technical troubleshooting steps below in the order they are listed.

If you are experiencing other issues, such as programs or videos freezing, buffering, a blank black or yellow screen, or poor video or game quality, 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 reach out to us via the Chat in the lower-right corner of this screen or submit a ticket here. 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. Run a systems compatibility check: This automatic scan will make sure your device and connection meet all minimum requirements to run our programs. (See our minimum technical requirements for more details.)

  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 and re-open your web browser: Start by fully exiting the website you having trouble with  (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 to ensure your internet/network connection is up to speed. 

  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/Wi-Fi. 

  7. Test other websites on your device: If you notice similar issues when you visit other websites, it is more likely that you are experiencing poor internet/network connectivity. Contact your internet service provider or IT staff for more information on improving your connection.

  8. Check for browser updates:  Make sure your device web browser has been updated. 

  9. Clear your browser 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. Click here for links to instructions for your browser.

  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 in your organization or if IT needs to make all changes. Here's the simple process for Chrome:
      • In the top-right corner of the Chrome browser, click the 3-dot icon chrome-menu-icon.png.
      • 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...

Log-In Troubleshooting

  • Where to log in: There are only two URLs you need to know to log in:

  • Check for invalid login credentials: Your username is your full email address provided by your school or organization that you used to activate your account. Check that the Caps Lock is off (passwords are case-sensitive). Verify you are using your school-assigned email and there are no typos when you enter it. 
  • Is your account active? You will need to activate your account before you can log in. If you did not yet get an account activation and set up email from Age of Learning, you should reach out to your Admin to send or resend your activation email. (Caregivers should reach out to their child's Teacher if they need an activation email or code.)

  • Check that you have been rostered and assigned a license: If you are not yet rostered, you won't be able to log in anywhere. If you are rostered but don't have a license, you won't be able to log in to the program you are missing a license for (Teachers don’t need a license but the Students in their Class need them for the Teacher to be able to log in to our programs). We recommend speaking to your administrators to verify if they have completed all rostering and have assigned or distributed valid product licenses to you using your correct email address.
  • Reset your password: If you’re certain that your email is correct but can't remember your password, use this Password Reset Request page to choose a new password. Note: If you are not yet rostered, are not using the email address you were rostered with, or enter your email address incorrectly, you will not receive the password reset email.

Other helpful log-in articles:

Clever and ClassLink Troubleshooting

Schools that roster with an SSO such as Clever or ClassLink sometimes experience rostering, log-in, or other issues that originate with the SSO. A good first step if you are using Clever or ClassLink is to check the status page for the program:

Placement Test Tips and Troubleshooting

Placement Reports are generated based on each student’s Placement Test, which is the first 10 - 30+ minutes (depending on grade level and student's attentiveness) of play in each program. Note: Pre-K students do take a Placement Test but do not get a Placement Report.

Known Issues

The Age of Learning Support team publishes this list of issues that have been reported about our products. We regularly update the list to reflect the current status of known issues, the addition of any new issues, and the removal of older and resolved issues. 

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