Student Mobile App Errors - Frequently Asked Questions

Error Title: Authentication Expired

Error Description: Please Sign-in again

Reason: Logged in with same login credential in another device.

Solution: Logout from other device & login again.

 

Error Title: Error

Error Description: Please check your internet connection

Reason: No Internet connection.

Solution: Please connect to internet and try again

 

Error Title: Media Error

Error Description: No internet

Reason: It could be due to old version of app or due to cached data within app

Solution: Clear your app cache through Settings > About > Clear Cache and try accessing these lessons again.

 

Error Title: Error

Error Description: You have not confirmed your email yet!

Reason: Registered email not confirmed by the student.

Solution: Ask student to confirm the email address or resend request for email verification. Resend request can be sent through admin panel.

  

Error Title: Enroll failed

Error Description: Please try again

Reason: Enrolling while there is no internet access.

Solution: Connect to internet & enrol for the course. 

 

Error Title: Permission denied

Error Description: Please buy the course to access the lesson

Reason: Enrolled for the Paid course without making the purchase and trying to access the paid lesson

Solution: Buy the course to access the paid lesson

 

Error Title: Download failed

Error Description: This lesson not available for download

Reason: Error is displayed when trying to Download blog/HTML lesson

Solution: Only Image, PDF, Videos are allowed to download. At present, Blog/HTML lessons cannot be downloaded for offline access

 

Error Title: Lesson download failed

Error Description: No slides or videos present in the lesson. Lesson cannot be downloaded

Reason: When trying to download YouTube lesson or test

Solution: Allowed to download only Image, PDF, Video lessons.

 

Error Title: Token Expired

Error Description: Check your internet connection and try again

Reason: Security token expired and could not refresh token due to no internet

Solution: Connect device to internet and access the lesson. If issue persists go to Settings>About>Clear Cache. Try accessing again.

 

Error Title: Network error

Error Description: Youtube videos cannot be played. Please check your internet connection

Reason: No Internet access while playing the YouTube videos.

Solution: Access YouTube videos when there is internet access.

 

Error Title: Error

Error Description: Failed to Mark complete. Check your internet connection and retry

Reason: If there is no internet access while marking the lesson as complete.

Solution: Connect to internet & mark the lesson as complete.

 

Error Title: Error

Error Description: Lesson data fetch failed. Please go back and try again

Reason: Trying to access lesson when internet is not available and lessons are not cached offline.

Solution: Connect to internet to access the lesson.

 

Error Title: Error

Error Description: Courses data fetch failed. Please go back and try again

Reason: Trying to access course when internet is not available and course is not cached offline.

Solution: Access the course where there is internet access.

 

Error Title: Failed to fetch course

Error Description: Check your internet connection. Click "OK" to retry and "CANCEL" to exit

Reason: Opening the app and trying to access the course first time (or after Clear Cache or app re-launch) when there is no internet access.

Solution: Connect to internet to access the course for the first time.

 

Error Title: Operation failed

Error Description: Operation failed. Please try again

Reason: Discussion forum or notes operation like asking, replying or editing failed due to no internet access.

Solution: Connect to internet to use discussion forum or notes.

 

Error Title: Facebook login failed

Error Description: Reason : Facebook not shared email with us. Please check your facebook account settings & try

Reason: User Facebook account does not have email address. This could be due to user has signed up with mobile number.

Solution: Please follow these steps:

step 1 : Open your facebook account > settings > general > check email is confirmed or not. If not, confirm and go to step 2

step 2 : Open facebook settings > apps > remove the app

step 3 : Now try to login to school

 

Error Title: Error

Error Description: User cancelled dialog

Reason: User cancelled while signing through facebook.

Solution: User needs to provide required facebook permission for the app

 

Error Title: Failed to fetch quiz

Error Description: Check your internet connection and then click ‘OK’ to retry

Reason: User is trying to take test while there is no internet access.

Solution: Take the test when there is internet access. Quiz cannot be taken offline.

 

Error Title: Failed to fetch result

Error Description: Check your internet connection and then click ‘OK’ to retry

Reason: User is trying to access test result when there is no internet access.

Solution: Check test result when there is internet access.

 

Error Title: Downloaded offline video hangs every few seconds

Error Description: Downloaded offline videos plays without issues till 45 mins. After 45 mins it hangs.

Reason: Time and date on mobile device is wrongly set either to previous date or to future date.

Solution: Set time to current time and restart app. Downloaded videos should start working without any issues.

 

If problem persists even after performing all of the above solutions then please raise a ticket at http://support.learnyst.com/hc/en-us/requests/new 

 

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