Unable to Access Courses in Mobile App

  • Try accessing the course from web platform.
  • If you are able to access it on web platform, Open Playstore> your school app> if update is available, please update the app. Please open the app and close it after 2 minute( make sure it’s connected internet), and reopen
  • If you are still unable to see the course, please go to Playstore > your school app > uninstall > and Install the app again (Note: This will delete all your offline downloaded content

Learner is Unable to View All The Lessons Except One Particular Lesson

  • Please try refreshing the content in the app. To do refresh in app, kindly follow this steps. Open the App > Login > Settings > Information Tab > Clear cache. Please make sure you are connected to good internet connection while clearing the cache.
  • If the issue still persists, please contact our team with the following details,
  1. Check if you are able to access the same lesson in the Desktop Google chrome Browser
  2. App version installed in your mobile. Open the app > setting > Information tab > App version
  3. Mobile Make and Model. Android version of your mobile device
  4. Email and password of the Learner

Learner Unable to Play Course Video in App After Updating The App

  • Open your mobile app, Open Playstore > your school app> if update is available, please update the app
  • Open the app and close it after 2 minute (make sure that your app is connected to internet), and reopen again.

Learner is Not Able To Hear The Audio (especially in iPhone)

  • Check the ring/silent button on the side panel of the phone
  • If the button is set to the mute mode (If the switch shows orange, it means your iPhone is in silent mode and will vibrate for incoming calls or alerts), kindly unmute it and play again.
  • To know more about the ring/silent button, please visit https://support.apple.com/en-in/HT203017

Google or Facebook Sign-up and Sign-in is Giving Origin Mismatch Error

  • School admin should check if the domain is added to the app list in the developer console. To check it,

For Google

For Facebook

  • Go to https://developers.facebook.com > Click on My  Apps dropdown and then select your app > Click the Settings button on the left side of the screen > In the basic settings, click the Add Platform button below the settings configuration > Select Website in the platform dialog > Enter your URL (localhost works here) (Eg:http://www.learnyst.com/) > In the App Domains text input, add your domain that matches the one in the URL (Eg: com.learnyst.yourappname) > Save your settings.

App Showing “Purchase Course” Which is Already Purchased and Working Fine in Web

  • Make sure that user has logged in with same credential as web
  • In app click settings icon > refresh

Android App Not Loading The Content

  • Check if mobile is rooted or jailbroken
  • Kindly check the android version. To load the course content, the Android OS version should be 4.4 or higher and your app is updated to latest version available in playstore.
  • Please check for internet connection, and also clear the cookies & caches stored in app once through settings. If issue still persists raise a support ticket.
  • Send OS version, make, model, version code, a url of the course or lesson having issue(open same course in web and copy url)

Android App Showing Media Error When Trying to Access the Lesson

  • Check if mobile is rooted or jailbroken
  • Kindly check the android version. To access the lesson, the Android OS version should be 4.4 or higher and your app is updated to latest version available in playstore.
  • Please check for internet connection, and also clear the caches and cookies of the app once through settings. If issue still persists raise a support ticket.
  • Send OS version, make, model, version code, a url of the course or lesson having issue(open same course in web and copy url)

Offline Downloaded Video Giving Media Error After Downloading

  • Check for app permissions. Allow or enable storage permission
  • When the file is not downloaded completely or download failed, users will face media error issue. So, download the file completely and raise a support ticket, if it still fails.

App is Stuck at Loading Page After Update and Showing Loading

  • After update sometimes app need to be updated with new files and it takes few minutes to update all the files after downloading update
  • If user is not able to see any fields except loading screen for large amount of time, please close and open the app once.

Learner is getting message “You are already logged in on another device”

  • Go to Learners module > search for the learner email > select the email > select device > clear device

Learner is unable to upload in discussion

  • This is common issue with learners using MI/Huwaii handsets.
  • Please ask the learner to enable storage permission.
  • To enable storage permission, go to Security > Permission > Manage App Permission > App. Select the eLearning app and allow the storage permission

Latex Equation are not showing properly / taking longer time to load

  • Go to your question builder and check if question preview is showing the equation properly or not
  • If equation is showing correctly, but learner is still facing the issue, then it is because of the processor of the handset they are using
  • In this case please contact Learnyst support team of with the required information
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