Unfortunately, there will be times where there seems to be an issue with the NovoEd platform. There are a few common troubleshooting tips to try before reaching out for assistance from your admin:
Refresh the Page
If there seems to be a glitch with the performance, we suggest first refreshing the page. Since many changes are autosaved, this causes a buildup of cookies in one’s browser. Most commonly, a simple or hard refresh may address most issues.
Clear Cache and Cookies
If a hard refresh does not resolve the issue, you may clear the cache and cookies according to your browser instructions.
Time
Depending on the issue, allow some time for the system to sync.
Update Browser/Device/App or Try a Different Browser
Update your browser or try a different one (Chrome, Firefox).
Check Your Internet Connection
There are times when the network connection is the cause of delay or the page does not load all components. Refresh the page and check your network connection.
Advanced Troubleshooting
After you have done the above steps, NovoEd Support may proceed to advanced troubleshooting suggestions:
- Disable firewall, VPN
- Disable browser extensions or cross-site tracking in the browser
- Record a HAR File and Screenshot Console. Send this information to NovoEd Support.
Information for NovoEd Support
If the issue needs to be escalated to an admin or NovoEd Support, please provide your admin this information where relevant:
- Course or Lesson Specific URL
In the case that the issue is relating to a specific part of the course, providing the specific URL to the assignment or team, can help. - Email or Profile URL
- Browser-Details
While we strive to support all modern browsers and devices, there can be times that our look & feel may differ through each browser. Providing the browser link via http://www.whatsmybrowser.org/ can be extra helpful for those browser-specific issues.
It is also good to see if their browser is compatible with our current Technical Requirements. - Screenshots or video
Asking your learner to provide a screenshot of their screen can help immensely, both to compare and contrast what is different and to pinpoint any areas of confusion. After all, a picture is worth a thousand words. - Step by Step Instructions
If the user can provide the step-by-step details on their process (From what did they come from? What was intended that did not occur?) This will help us in hopes to replicate the issue.