If any of the following troubleshooting techniques do not assist you, please contact Ignitia Tech Support at 877.251.6662.
Review EA’s Technical Requirements to ensure that your student is using the proper devices to access the curriculum, following the best practices, and more.
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Top Recommended Technical Practices for Students:
Use Cable internet or better
Use Firefox or Chrome web browsers
Have an updated or enabled Flash player within the browser
Students should always click “Next Question” and “Previous Question” when proceeding through the assignments
Students should SAVE their work offline to avoid it being lost due to technical issues
Students should ALWAYS click “Log Out of Ignitia” to prevent Ignitia from locking them out temporarily
Students should NEVER click the “Back” button on assignments to navigate between pages
Students SHOULD NOT OPEN additional tabs when logged into Ignitia
Students should AVOID being inactive for more than 20 minutes on quizzes and tests to avoid being logged out
Clear cache and cookies to resolve most issues
If problems persist, call Ignitia Technical Support at 877-251-6662 and request to screen share so they can replicate the issue
If Ignitia Technical Support is not able to resolve the issue, our team can provide ways to work around the issue by another means
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Ignitia Troubleshooting Techniques
I am not able to log in
Clear your cache and cookies and history, then close and reopen the internet browser. Directions for clearing cookies can be found here
I am being logged out of quizzes and tests
Ensure that Ignitia is not open in any other tabs or windows
Ensure that you do not refresh the page or click the back button while taking a quiz or test
Ensure that you use Ignitia’s buttons instead of a keyboard for navigation
20 minutes of “inactivity” will log a student out on lessons, quizzes and tests. General activity, such as clicking the “next question” button and then the “previous question” button, will allow the student to keep working
Ensure that no one but the student (such as a parent or a tutor) is logged in under the student’s account while he or she is working
Clear your cache and cookies and history, then close and reopen the internet browser BEFORE each quiz and test. Directions for clearing cookies can be found here
The answers to questions are showing up blank after I submit an assignment
Make sure the student clicks “next question” to navigate through the assignments to save the answers.
The answers are being changed after I submit an assignment
Make sure the student clicks “next question” to save the answer prior to submitting the assignment
An assignment says that not all of the questions are answered when I try to submit, even though they are
Go to question one and click “Next Question” until the end of the assignment and click submit again
Some answers are lost after I submit an assignment
Go to question one and click “Next Question” until the end of the assignment and click submit again
Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet
I can’t submit an assignment
20 minutes of “inactivity” will log a student out on quizzes and tests. General activity, such as clicking the “Next Question” button and then the “Previous Question” button, will allow the student to keep working
Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet
An assignment has not been assigned
Contact your instructor or customer support to assign the next assignment
Students cannot move past a unit until all projects are completed
If an assignment or unit is marked as “Skipped”, the counselor or teacher determined that the material covered was not necessary for the student to complete
A question has an incorrect answer
Inform your instructor that the question’s answer is incorrect
A video within the lesson is not loading
Ensure that your computer is up to date in the following areas:
Operating system (OS)
Video-viewing software (Flash, etc.)
Internet browser (Chrome, Firefox, etc.)
Security software
I’m waiting too long for quizzes and tests to be unlocked
Contact your instructor or customer support to unlock the next quiz or test
Upgrade to the next available support level (Diamond, Gold, etc) to receive a more immediate teacher response
The audio does not work
Ensure that you are using Chrome or Firefox for your Internet browser
An assignment is showing multiple attempts even though I’m accessing it for the first time
Contact Ignitia Customer Support at 877-251-6662 if the issue persists