Troubleshooting
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      2. Troubleshooting

      Common Issues in Web App

      Native Client Plugin Issues

      Course video is not playing. Asking for enabling Native Client Plug-in

      • This issue usually appears in encrypted courses.

      • If Learner is using Chrome version 56.xx.x.xx or below, s/he has to manually activate it from her/his Chrome settings page. Go to chrome://settings, click on extensions. Search for Native Client Plug-in, check the box next to enable option.

      • If s/he is using, Chrome version 57.xx.x.xx, the native client plug-in is automatically enabled.

      • If the issue is still there, ask them to check once in ghost browser. It is developed using the basic components of Chrome. So any application that works on chrome works on Ghostbrowser as well. You can access Ghost Browser from this link: https://ghostbrowser.com/features/

      Browser is asking for enabling Native Player Plug-in even after enabling it

      • Sometime it takes a while to reflect the changes on the present browser window. Open your browser in incognito mode and check again.

      • If everything works good in incognito, close incognito and clear old caches and cookies stored in the browser history

      Learner Unable to See New Changes

      • As new changes take some time to reflect on the present browser window, open your browser in incognito mode and check again.

      • This might happen because of old caches and cookies stored in your browser history.

      Learner Session Expired

      • This can happen when same login credentials are simultaneously used from different machines.

      • Change your password and re-login

      • If re-login fails, try accessing your school in incognito mode. Press Ctrl+Shift+N to access incognito mode. If you are able to access your school account go to your browser settings and clear the old cookies and caches.

      Learner Session is Expired After Keeping the Session Idle for Long Time

      • If user is leaving the site idle for long time, due to server timeout user will be logged out and session expired message will be displayed.

      • Logging in again will resolve the issue

      • Check once if you are using your account credentials to login into the school from another browser. Only One session is allowed at a time.

      Course Page Says: “Try Accessing in Chrome”

      • If learner is trying to access the encrypted course content on other desktop web browsers other than Chrome, the message will show. Because Learnyst’s encryption works with the Google Chrome platform and it can not be accessed from other web browsers.

      • Install and open google chrome and open the school URL. 

      Message Box Displays “Bad Internet Connection” 

      • Check the internet connection. This may occur if the internet connection is limited or if no internet connection is there.

      • If the course/quiz is unpublished & republished again, while the learner is in that module, it will show “Bad Internet Connection”

      Learner is facing DNS Issue

      • If the Learner is facing the issue of website takeing more time to load,kindly check if the network used of Jio or Bsnl.

      • Changing DNS server configuration to “Open DNS” or Google DNS may resolve the issue.

      • Change DNS of IPV4

      • For more details refer https://developers.google.com/speed/public-dns/docs/using

      Learner Has Made The Payment But The Course/Quiz is Not Enabled

      • If the Learner is facing issue of system asking to purchase the course again,kindly ask the Learner to provide the Bank transaction Id and Payment confirmation email Learner has received upon the successful payment.

      • In Mobile app,payments will run through Apple In-app Purchase or Google Android Play store Purchases.

      • Android play store will add the purchased course under the email which is configured to play store and not under the email which Learner has logged into the School App.

      • Kindly make sure Learner has purchased the course with particular email and using the same email for accessing the paid course. 

      Course is Published But Learner is Unable to See The Course

      • Only the Private courses are invisible to learners, unless they are invited to join the course/quiz

      • If the Learner is not able to find a course even after refreshing the website,check if the course is marked as private course and Learner was not added to the access list through Invite method.

      Course/Quiz is Showing as “Expired Courses/Quiz”

      • Every course/quiz/bundle will expire after its validity expires that the admin has set.So,Learner will be asked to purchase the course again.

      • you can extend the validity access through Learners Module

      Virus Infected Systems and Chrome Browser

      • Systems when infected with Malware or Adware will cause issues while browsing the Internet.

      • Removing the viruses will help System resources and applications run efficiently.

      • Chrome Clean-up tool will help in such malware causing issues to the browsing Experience. 

      • To use Google Clean up tool, click here: https://support.google.com/chrome/answer/6086368?hl=en

      Website is Taking longer time to load

      • If the Learner is facing the issue of website taking more time to load, kindly check the network connection.

      • Changing DNS server configuration to “Open DNS” or Google DNS may resolve the issue.

      • Change DNS of IPV4

      • For more details refer https://developers.google.com/speed/public-dns/docs/using

      Learners are unable to open the eLearning portal

      • The Firewall tool in your Antivirus pack may be blocking the platform

      • Please open antivirus tool and allow eLearning platform as ‘No Threat’

      While Trying To Open Course Video “Media Error” Message is Showing

      • Please check the internet connection.

      • This may happen if the course is not properly encrypted.

      Website Contents Are Not Loading Even With Good Internet Connection

      Note: The techniques in this article work in Windows 7, 8, and 10.

      • Right-click the network status icon in your system tray, and then click “Open the Network and Sharing Center” on the context menu.

      • In the “Network and Sharing Center” window, click the “Change adapter settings” link at the upper left.

      • In the “Network Connections” window, right-click the connection for which you want to change the DNS settings, and then click “Properties” on the context menu.

      • In the properties window, select “Internet Protocol Version 4 (TCP / IPv4)” on the list, and then click the “Properties” button.

      • The bottom half of the “Internet Protocol Version 4 (TCP / IPv4) Properties” window shows the DNS settings. Select the “Use the following DNS server addresses” option. Next, type in the IP addresses for the preferred and alternate DNS servers you want to use. Here are the IP addresses for Google DNS and Open DNS:

      Google DNS

      Preferred: 8.8.8.8
      Alternate: 8.8.4.4

      OpenDNS

      Preferred: 208.67.222.222
      Alternate: 208.67.220.220

      • We’re using Google DNS in our example, but feel free to use whichever you like. When you’ve typed in the addresses, click the “OK” button.

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