Here you can find tips for troubleshooting technical issues and learn more about the minimum system requirements to run the platform. For questions about how to log in, find your login information, and other login issues, please visit our password reset page.

Note: Always refresh the browser page where you see errors. To refresh your PC press F5; for Macs press Command + R.

Troubleshooting potential problems

You may be able to fix some issues like blank screens, stuttering audio, loading issues, missing screen elements, system slowness, and any similar tech-seeming issues on your own by working with your IT team.

To troubleshoot issues, follow the steps below:

Passports Not Scanning?

Make sure that you’ve ‘Allowed’ to use your webcam.

Steps to do this will vary depending on which browser you’re using. Let Support know if you need assistance!









Internet Explorer (IE): IE does not allow for webcam access. You will need to use Passports with another browser.

*Please note there is a known issue when using Passports on an iPad with Google Chrome. While a resolution for this is being worked on, please use Passports with another browser when using an iPad.

Note: If you attempt to allow use of your webcam and you see that the settings are grayed out or disabled, this may mean that your IT department has restricted access to the settings. For an immediate solution, please have students log in with their typed usernames and passwords.

Check to see if another application is using the webcam.

Your webcam may only be able to work with one program at a time. To help ensure that nothing else is running, please close any browser tabs or windows that you are not actively using.

Is your student using the most recent version of his or her Passport?

The ‘Date Issued’ on your student’s Passport will tell you the last time it was printed. If a new Passport may have been printed since that date, help your student log in with the typed username and password. For security purposes, only the most recently printed Passport will work for the student.

Clear out old data

Clear Browser Cache and Cookies: Many of the potential problems listed above can be caused by outdated or corrupt temporary files in your browser, called cache and cookie files. There are two ways to clear out these files:

Option A: Through your Options, Tools, or Control Panel Menu

Option B: Keyboard shortcut for Internet Explorer

  1. Press F12
  2. Go to Cache dropdown
  3. Select Clear Browser cache
  4. Restart your computer

Check for extensions and add-ons

Browser extensions are plug-ins that change the functionality of a webpage. Because extensions don’t take up space on a computer, they can often be added even when a computer is set to not allow downloads. As a troubleshooting step, try disabling any extensions that you don’t recognize or that didn’t come with the browser originally, open a new window, and access our lessons again.

Manage extensions within

Check your browser version

Make sure your browser is up-to-date by visiting If your browser is outdated, please check our Minimum System Requirements page to see if the version meets our system requirements and consider updating to the latest version.

Check the clock

Some error messages can be tied to the device’s clock not being accurate, which can affect how our servers pass information. Verifying that your computer’s clock is accurate against international time can resolve some content issues.

Specific to Chromebooks: ensuring that caps lock functionality is not on

As there is no ‘caps lock’ key on Chromebooks, students can accidentally enable the functionality without being aware of it. This can cause issues with password entry, keyboarding activities, and lesson performance.

On Chromebooks, caps lock functionality can be toggled on by hitting the ‘alt’ key and the magnifying glass key at the same time. You’ll see an arrow appear on the bottom right notifications bar and a pop-up message will alert you when the caps lock functionality is turned on. To turn the functionality off, tap the ‘shift’ key.

Bandwidth considerations

Some potential problems can be caused by low or congested bandwidth, especially when students access or load the lessons. Bandwidth usage is highest when students log in and when lessons are loading. Staggering these activities (i.e., only 5-10 students at a time) may clear up lagging issues.

It is possible that your bandwidth strength is preventing the servers from communicating with your computer labs properly. Speak to the IT professionals at your school for further assistance in determining this.

Pop-up blockers

Ensure that there is nothing blocking pop-up windows from Follow the instructions from the websites listed below.

Note: If you have third party software that has a pop-up blocker, this will need to be disabled as well.

School or district firewall and filter settings

Ensure all the domains listed below are unblocked by your filtering and firewall software and added to the white list before accessing the website. Please note that does not use a list of static IP ranges.

The website uses domains instead:

  • *

Note: Port 80 and 443 must be open to the whitelist domains.