What Are My Initial Troubleshooting Steps?

Modified on Tue, 16 Jul at 10:14 AM

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.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article