The most common area of trouble students report is with logging in to the platform. To troubleshoot, you may need:
- Students:
- Username
- Email Address and/or Phone Number
- Admins:
- Email Address (this is also their username)
You will want to find out exactly what they are doing and at what point they run into trouble. If they see an error message or warning on screen, find out exactly what it says. A screenshot (or picture of the screen) can be useful to pinpoint and correct the problem they are encountering. (Guidance for taking a screenshot can be found here: https://www.take-a-screenshot.org/)
Common issues and an example of a possible error message are shown below.
Click on any "Issue Type" in the table below for more detailed troubleshooting suggestions.
Issue Type |
Sample Error Message: |
|
Incorrect Username |
|
|
Account not Confirmed |
 Your account requires confirmation |
|
Forgot Password |
 The credentials you entered are invalid. You have # attempts left. |
|
Password Already Requested |
 Your password reset email has already been sent. You cannot request another password until 24 hours after the initial request. |
|
Account Blocked (too many incorrect login attempts) |
 You have no attempts left, so your account has been blocked. You can try again in 60 minutes |
If your student encounters an error message that is not explained above, have them reach out to technical support by using the "Help" button at the bottom of EdReady. When they report the issue, they should include a screenshot of the entire page where they are stuck, including the error message. This will allow our staff to directly help the student and get them back on track as quickly as possible.