I'm experiencing App issues. What are my initial troubleshooting steps?

Modified on Tue, 24 Nov 2020 at 12:36 PM

If you experience an issue with playback of classes in admin mode or a sudden drop in App performance, please follow these steps in this order outside of Virtual class playback:

1. Run a Diagnostics Test:
a. Unlock the padlock to the top right of the App
b. Navigate to 'Version' > click on 'Run Diagnostics Test'
c. The test will start automatically.

2. Force close the APP by minimising it and swiping it off the screen:

(You might need to exit Guided Access first by triple clicking the home or side button on the iPad)

3: Re-boot the iPad

4. Unplug and re-plug the Apple adapter that connects to the iPad and the HDMI cable that connects to the Apple Adapter.

IMPORTANT TIP: never delete the APP

If none of these work, please contact support and they'll investigate further.

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