Technology Troubleshooting

Technology Troubleshooting for Teachers

Lexia Troubleshooting

Be sure students are using an up to date Web browser.

Check the version of chrome installed on the student’s chromebook? You can check this by visiting https://www.whatismybrowser.com/ on the device.

Connectivity

• If the student uses a laptop, iPad, or Android tablet, have them move close to the wireless source (WiFi router). Check for signal strength before logging in to their Lexia program.
• Have the student use Lexia when no one else is using the WiFi for activities that use a lot of WiFi bandwidth, such as streaming TV or movies, or video conferencing.
• If the student uses a computer or laptop, have them try using a different browser (we support Chrome, Firefox, Safari, and Edge).
• If there is another device available, have the student try a different device.
• If the students are on computers, they might also try clearing the cache in the browser. They can use the following steps to clear cache in Chrome:
  • Click the Chrome menu (The icon is in the top-right corner, and will look like three horizontal lines if Chrome is updated, or like a green arrow if Chrome needs updating).
  • In the pull-down menu, select More tools > Clear browsing data, which will open a pop-up tab.
  • In the dialog box, check the box next to “Cached images and files” and choose “the beginning of time” from the pull-down menu. Uncheck the other options if you do not wish to clear their data.
  • Click “Clear data” at the bottom of the dialog box.

Bandwidth Issues:

It appears that that student may be having network difficulties, and may not have strong enough internet to connect to our server. I recommend getting information regarding the network the student is using, such as the amount of bandwidth, and checking that it is compliant with our System Requirements.
You can find the System Requirements document by taking the following steps:
– Click on the Resources tab in myLexia
– Click Setup and Technical Info
– Click the desired program
– The System Requirements will be the first option I have included a link below
https://www.lexialearningresources.com/files/support/C5SysReq.pdf

Additional Resources for Teachers and Staff Members:

If you are a teacher or school staff member who needs general information, you can log into myLexia.com and click on the Resources tab to find manuals, training videos, setup guides, and other helpful resources.

support@lexialearning.com

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Reading Wonders Troubleshooting

Interactive resources not opening –

To resolve your issue, please delete your temporary internet files and cookies, then restart your web browser. Below are the steps for clearing cookies and cache on the most common Windows and Macintosh browsers. You can also find them on our self-help site by clicking here.

If you don’t see instructions below for your specific version or browser, search your browser’s Help menu for “clear cache”. If you’re unsure what browser version you’re using, from the Help menu or your browser’s menu, select About [browser name].

Internet Explorer: 
Due to the changing requirements of our programs, we no longer support this browser. However, we do still support the other options listed below.

Edge:

1. Click the icon with three horizontal dots in the top right of the window to open the More menu.
2. Click the Settings tab.
3. Click Choose what to clear.
4. Check-mark

• Browsing history
• Cookies and saved website data
• Cached data and files.

5. Once that goes through, close all Edge browser windowsand reopen Edge to refresh the browser.

Google Chrome: 

1. Click the Customize and Control icon (three vertical dots) in the top right corner of the browser.
   2. Hover over More Tools.
   3. Click the Clear Browsing Data button.
2. Select All Time from the drop-down menu.
3. Click the Advanced tab.
   6. Check-mark

• Browsing History
• Download history
• Cached images and files
• Cookies and other site data.

7. Click Clear Browsing Data.
   8. Once the box has disappeared, close all open Chrome browser windows and reopen Chrome to refresh the browser.

   Firefox:

8. Click the menu button (3-vertical lines) in top right
9. Click Options
10. Select the Privacy & Security
11. Scroll to Historysection and click Clear History
12. Check-mark

• Browsing & Download History
• Cookies
• Cache.

6. Click OK.
7. After that has processed, close all open Firefox browser windowsand reopen Firefox to refresh the browser.

Safari 8 and above:

1. From the Safari menu, select Clear History…
2. Select the desired time range, and then click Clear History.
3. Quit Safari or press Command-Q to exit the browser completely and then reopen to refresh the browser.

Safari 7 and below: 

1. From the Safari menu, select Reset Safari….
2. Select the items you want to reset, and then click Reset.

*As of Safari 5.1, Remove all website data includes both cookies and cache.

3. Quit Safari or press Command-Qto exit the browser completely and then reopen to refresh the browser.

iPad:
1. Go to the iPad Settings app.
2. Select Safari.
3. Select Clear Cache.
4. Prompt would ask if you want to clear, select Yes.

McGraw Hill | School
800-437-3715 Monday-Friday, 7 am-8 pm EST

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