Troubleshooting and Tech Issues
Most technical hiccups clear up with a few standard steps. Try these first, and if they don’t work, reach out to your Braintrust team - the earlier you flag a problem, the faster it gets sorted.
First Steps for Any Issue
Whether the screen is freezing, an assessment won’t submit, or you’re getting errors:
- Refresh the page.
- Clear your browser’s cache and cookies.
- Make sure you’re on the latest version of Google Chrome.
- Try an incognito window or a different device to see if the problem follows you.
- Check your internet connection. On school Wi-Fi, a blocked or unstable connection is a common cause, especially where single sign-on is required.
When a Lesson Won’t Load
If a lesson won’t open, shows a loading screen that never finishes, or is missing activities, run the steps above first. If it still won’t load for you or your students, don’t push through a broken Session - contact your Braintrust team right away, and keep students engaged with an approved icebreaker or activity from the Resource Drawer while it’s sorted.
When It’s Affecting Several Students
If more than one student is stuck - stuck in the lobby, unable to submit, or getting kicked out - it may be a wider issue. Let your Braintrust team know promptly, and include what’s happening, which lesson or activity is affected, who’s impacted, and a screenshot if you can. That’s what lets them diagnose and escalate quickly.