Something Isn't working

We're sorry you're experiencing an issue. There are a variety of variables to consider. Let’s figure out if it’s something on our end or yours. 🧐

First, Try a "Hard Refresh"

What is a hard refresh?

A hard refresh clears your cache, which helps you load the most recent version of a page. This may be helpful if you are not seeing tools functioning properly like changes to your page.

Note: a hard refresh is not the same as pressing the refresh button.

Okay, so how do I do a hard refresh?

Chrome - Windows/Linux/ChromeOS:

• Windows: Hold down [Ctrl] and click the [Reload, Refresh button] which is next to the website URL - see above
• Or, hold down Ctrl and press F5.

Chrome - Mac:

• Hold ⇧ Shift and click the Reload button.
• Or, hold down ⌘ Cmd and ⇧ Shift key and then press R.

Mozilla Firefox - Windows:

• Hold the Ctrl key and press the F5 key.
• Or, hold down Ctrl and ⇧ Shift and then press R.

Mozilla Firefox - Mac:

• Hold ⇧ Shift and click the Reload button.
• Or, hold down ⌘ Cmd and ⇧ Shift key and then press R.

Safari - Mac/iPad:

• Open the Settings app
• Tap Safari
• Tap Clear History and Website Data
• Confirm
• Quit all browser windows
• Reopen the browser

Check Browser and Keep Systems Updated

For the best experience with an internet browser, we recommend using the most recent version of Google Chrome or Firefox and the latest Operating System.

How do I update my Chrome browser?

Google Chrome:Chrome is automatically updated when you close and reopen your browser; however, if you haven't closed it for awhile, it may need an update.

1. On your computer, open Chrome.
2. At the top right, click the three dots, More icon. 
3. Click Update Google Chrome. If you don't see this button, you're on the latest version.
4. Click Relaunch.

Resource: Google Support

How do I update my Operating System [OS]?

Mac OS: To check for Mac software updates, open the App Store app on your Mac. Click Updates in the App Store toolbar, then use the Update buttons to download and install any updates listed.

• Further Details and Resources: Apple Support

Microsoft Windows: Microsoft suggests to enable automatic updates. Which, depending on your prior version may be different. See the steps via Microsoft's FAQ.

• For Update and Purchasing Details visit: Microsoft Support

ChromeOS: To check for ChromeOS updates, follow these steps:

1. Select the time at the bottom right
2. Select Settings
3. Select About ChromeOS at the bottom left
4. Under "Google ChromeOS," find the Chromebook's operating system version
5. Select Check for updates

Cookie Issues

If you're still experiencing something wrong with Chrome,  try switching to Incognito mode and logging into Kiddom from there. To switch to incognito mode, click "File" then "New Incognito Window." 

If the problem no longer persists in Incognito mode, it's because of a browser cookie issue. Delete your cookies to continue browsing while off Incognito.

To delete your cookies from Google Chrome, follow these steps:

1. Click on the three dots in the upper right corner of the browser.
2. Select Delete Browsing History.
3. In the Time range, select All time.
4. Uncheck the Browsing history but leave the other boxes checked.
5. Click Delete data.
6. Close out of the browser completely and then open it up and try logging in again.

That Didn't Work, Now What?

If you take these steps and still experience glitches, please reach out to us at support@kiddom.co and we'll investigate as soon as possible.

Additionally, you can message us directly by clicking the in-app chat on the bottom corner of your screen. 

If you're unable to login and access the in-app chat, Kiddom may be experiencing degraded service due to the sheer volume of school districts running multiple synchronous professional learning sessions at the same time. This happens from time to time when thousands of teachers simultaneously perform the same set of actions in the same sequence from the same IP address. These actions initiate a set of security measures we wrote to prevent a third-party attack and breach of teacher and student data. When a large number of people perform the same set of actions at the same time, a denial of service attack scenario and our servers shut it down and protect the data.

Rest assured, we actively take appropriate steps to add capacity to our security measures on an ongoing basis.

What Happens When Kiddom "Goes Down" During Class?

For teachers, edits and changes are saved on the platform on an ongoing basis. For students, their responses are saved every time they move to a new question in an assessment. This could create some technical issues during a "timed assessment."

We thank you for your service to young people and look forward to hearing how we can continuously improve the platform to serve your classroom.