If some devices appear slow or freeze while students are using DreamBox programs, use the following troubleshooting tips to help narrow down the possible cause and resolution.
Troubleshooting Tips
Where are you seeing the issue?
Are you seeing the issue on one device or multiple devices?
- If only one device is showing slow loading or response times it could be an issue with that particular device and how the student is using it.
- If you see the issue across devices, it could be due to network or device issues.
Is the issue isolated to a specific screen, lesson, or activity?
- If you can isolate when students experience the issue and see a pattern, gather additional details and reach out to Customer Support.
|
Click here for a guide on what details to gather before you reach out to Customer Support, depending on the kind of help you need. Having details ready to share before you reach out to the Support Team can speed up your resolution time. |
Are students running multiple other programs at the same time as Reading Plus?
Running programs like music, video, chat, or multiple open browser tabs could be causing or part of the Have the students closed all other programs, such as music, video, chat, or multiple web browsers?
If you are using the program in a browser (vs an app), have you tried refreshing the browser page or clearing the browser cache?
You can reload or refresh the browser by closing and reopening it, or using one of the following shortcuts:
- Windows: Press the Ctrl and F5 keys at the same time.
- Mac/Apple: Press the Command and R keys at the same time.
If refreshing the browser did not work, try refreshing the browser cache.
|
Click here to open guidance on clearing the browser cache and see additional browser troubleshooting tips. |
For all devices experiencing the issue: Does the hardware and software meet the minimum requirements to run the program?
Do the browsers or operating systems have an update that needs to be installed?
If you have checked the minimum system requirements for each device and this is not the issue, the browser or operating systems may have an update that needs to be installed.
|
If you have questions on how to do this, we recommend you reach out directly to the device or browser-appropriate support teams. The links below may help. |
Need Additional Help?
If you are not able to resolve the issue on your own, please contact our Customer Support Team.
Updated