Why is the solution not working?

As students are using the applications, they might experience issues such as being stuck on a screen, loading error, connection issues, and freezing of the games and videos.  The Age of Learning Foundation has provided some potential issues and recommended steps to solve the issues. 


Potential Issues 

There are various types of problems or issues that can be encountered.  

  1. Specific Technical Issue: The user might be facing a unique technical problem that requires specialized assistance. In such cases, following general troubleshooting steps may not be sufficient. 
  2. Hardware or Software Incompatibility: The user’s device might not meet the minimum system requirements for the learning solution, or there could be compatibility issues with the operating system or browser. 
  3. Network or Server Problems: The issue could be on the server-side or related to the network infrastructure, and users may not have control over these aspects. 
  4. Persistent Website or App Issue: Some issues may be due to problems with the website or app itself, in which case the Age of Learning Foundation would need to investigate and fix the issue on their end. 
  5. User Account or Permissions Problem: Certain issues may be tied to the user’s account or permissions, which may require specific actions from the platform’s support team. 
  6. Service Outage: There might be a temporary service outage or maintenance on the platform, leading to disruptions in access. 
  7. Device Malfunction: The user’s device could be experiencing hardware or software malfunctions that affect its ability to run the learning solution correctly. 


Recommended Steps  

The following recommended steps might help resolve the issue or problem. 

  1. Fully close the web browser or app: Start by fully exiting the website or app (and all other tabs or windows in the background), and then try opening the web browser again. 
  2. Perform a power cycle: Turn off your device (and your modem and router, if applicable). Wait a few minutes, and then power back up. 
  3. Check your connection: Run a speed test on your device and ensure it meets the minimum requirements. 
  4. 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. 
  5. Check for system updates: To check for system updates, visit your device’s Settings menu. 
  6. 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. 
  7. Reinstall the App: If the app-based version is being used, try deleting it and reinstalling the app. 


If the solutions were not successful or the issue persists, please visit the Age of Learning Foundation‘s support page and submit a help ticket. 

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