Things Aren't Working Right!

• Some Knowledgehook problems occur because your web browser has loaded older files.

• Clearing your browser cache removes these older files so the latest Knowledgehook files can load.

• The steps for clearing your cache differ by browser and device.

• After clearing your cache, you will need to sign in to Knowledgehook again.

If your school network blocks websites, ask your IT administrator to whitelist the domains required by Knowledgehook. See the domains to whitelist on your network article.

Clearing the cache may help when:

• Students receive error codes when logging in on an iPad.

• Missions are missing or do not load.

• The login screen continually buffers, shows a blue circle, displays a white screen, or repeatedly cycles.

• Students cannot see Activities on an iPad, even though Activities work on a laptop.

• A student sees old data because they signed in with the wrong account.

1. Clear Safari’s cache and cookies on the device.

2. Restart the device.

3. Open Knowledgehook and sign in again.

Clear the cache for the browser you are using, such as Chrome, Firefox, or Internet Explorer. The steps vary by browser. After clearing the cache, sign in to Knowledgehook again so the latest files can load.

Make sure the browser and device meet Knowledgehook’s current technology requirements. Older browsers may cause loading, login, or display problems. For example, Chrome version 76, released on July 30, 2019, is outdated and may present security risks. Update Chrome by following Google’s Chrome update instructions.

If Knowledgehook appears zoomed in, hold Ctrl on Windows or Command on Mac and adjust the browser zoom using your mouse wheel or browser zoom controls.

A parental filter, ad blocker, or internet connection may be blocking images. Check whether the device, browser, or network is preventing images from loading. Once the block is removed, the questions should display correctly.

• Confirm that the student is signed in to the correct account.

• If the class was not imported from Google, the student should use the class code and then sign in using the account associated with that class. Selecting the Google sign-in button afterward may open an older class instead.

• Clear the browser cache and cookies if the student is seeing old data.

The device may still be signed in to a previous student’s account. Sign out of the existing account, then sign in with the correct student account. Avoid using a bookmark that opens an account that is already signed in.

Pro Tip: If a device shows old content or login problems, clear its cache and cookies, restart it, and sign in again.Pro Tip: Check the student’s account and class before investigating missing Missions or Activities.Warning: Keep browsers updated. Outdated browser versions can create compatibility and security risks.Warning: School networks, parental controls, and ad blockers may prevent Knowledgehook pages or images from loading. Ask your IT administrator to review the network settings when needed.

Clearing the cache removes older browser files and allows the latest Knowledgehook files to load.

Restart the device if applicable, then sign in to Knowledgehook again.

Clear the cache and cookies, confirm that the student is using the correct account, and check that the student joined the correct class.

The iPad may be holding an old version of the webpage. Clear Safari’s cache and cookies, restart the device, and try again.

The iPad may have outdated cached files or browser data. Clear the cache and cookies, restart the device, and sign in again.

The device may still be signed in to another student’s account. Sign out completely and sign in with the correct account.

Contact Knowledgehook Support and include the device, browser, class, student account, and a description of the issue. Your IT administrator may also need to whitelist the required Knowledgehook domains.