Something Isn't working

We're sorry for any inconvenience you may be experiencing. There are a variety of factors to consider. Let's determine if the issue is originating from our end or yours. 🧐

First, Perform a "Hard Refresh."

What is a Hard Refresh?

A hard refresh clears your cache, which enables you to load the most recent version of a page. This may be beneficial if you are encountering issues with functionality, such as observing changes to your page.

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

How to Perform a Hard Refresh?

The method for performing a hard refresh varies based on the type of device and browser you are using. Below are instructions for each combination:

Chrome - Windows/Linux/ChromeOS:

• Hold down Ctrl and click the reload/refresh button 🔄.
• Or, hold down Ctrl and press F5.

Chrome - Mac:

• Hold ⇧ Shift and click the reload/refresh button 🔄.
• Or, hold down ⌘ Cmd + ⇧ Shift and then press R.

Mozilla Firefox - Windows:

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

Mozilla Firefox - Mac:

• Hold ⇧ Shift and click the reload/refresh button 🔄.
• Or, hold down ⌘ Cmd + ⇧ Shift and then press R.

Safari - Mac/iPad:

1. Open the Settings app.
2. Tap Safari.
3. Tap Clear History and Website Data.
4. Confirm.
5. Quit all browser windows.
6. Reopen the browser.

Once you have completed a hard refresh, reopen the Kiddom platform and check if the issue has been resolved.

Check Browser and Keep Systems Updated

For optimal browsing experience, we recommend using the latest version of Google Chrome or Firefox with the most up-to-date operating system.

How to Update Google Chrome?

Chrome is automatically updated when you close and reopen your browser; however, if you haven't closed it for a while, it may require an update.

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

• Further Details and Resources: Google Support

How to Update Your Operating System (OS)?

Mac:

1. Open the App Store app on your Mac.
2. Click Updates in the App Store toolbar.
3. Select the Update buttons to download and install any updates listed.

• Further Details and Resources: Apple Support

Windows:

Microsoft suggests enabling automatic updates. Refer to the steps via Microsoft's FAQ.

• Further Details and Resources: Microsoft Support

ChromeOS:

1. Click 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 issues with your browser, consider 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 may be due to a browser cookie issue.

To delete cookies from Google Chrome:

1. In the Chrome browser, 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 reopen it and try logging in again.

To delete cookies from Firefox:

1. In the Firefox browser, click the menu button (three lines) in the top right.
2. Select Settings.
3. Choose Privacy & Security.
4. Scroll to "Cookies and Site Data".
5. Click Clear Data.
6. Click Clear Now to confirm.

To delete cookies from Safari:

1. In the Safari browser, select Safari > Settings.
2. Click Privacy.
3. Click Manage Website Data.
4. Select the websites you want to remove cookies from (look for app.kiddom.co).
5. Click Remove or Remove All.

What Happens When Kiddom "Goes Down" During Class?

Rest assured, no data is lost! For teachers, any changes are saved on the platform continuously. For students, their responses are saved every time they move to a new question in an activity. Please contact our Support team, and we will endeavor to restore the site for you as promptly as possible.

If the Issue Persists

If you have followed the steps above and are still encountering issues with the platform, please reach out to our Support team by clicking the large blue question mark button at the bottom left of your screen or by emailing support@kiddom.co and we will investigate as soon as possible.