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Common Issues & Solutions

This guide helps you resolve the most frequently encountered problems with SkillShop applications. Each issue includes step-by-step solutions and prevention tips.

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Login & Authentication Issues

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”Invalid Credentials” Error

Problem: Login fails with “invalid username or password” message.
1

Check Your Credentials

  • Ensure caps lock is not enabled
  • Verify username spelling (check for extra spaces)
  • Try typing password in a text editor first to verify accuracy
2

Reset Your Password

  • Click “Forgot Password?” on login page
  • Enter your registered email address
  • Follow instructions in the password reset email
  • Check spam folder if email doesn’t arrive within 15 minutes
3

Contact Administrator

  • Your account may need to be unlocked
  • Verify you’re using the correct login URL
  • Check if your account is still active
Prevention: Save login credentials in a secure password manager to avoid typing errors.

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”Session Expired” Messages

Problem: Frequent logouts or “session expired” notifications.
1

Clear Browser Cookies

  • Go to your browser settings
  • Clear cookies for the SkillShop domain
  • Log in again with fresh session
2

Check System Clock

  • Ensure your computer’s date and time are accurate
  • Session validation depends on synchronized time
  • Update timezone settings if necessary
3

Adjust Browser Settings

  • Disable “Block third-party cookies” temporarily
  • Add SkillShop to your browser’s allowed sites
  • Enable JavaScript if disabled
Prevention: Keep browser updated and avoid closing browser tabs abruptly during active sessions.

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Single Sign-On (SSO) Problems

Problem: SSO login redirects fail or show error pages.
1

Try Direct Login

Use “Sign in with username/password” option to determine if the issue is SSO-specific
2

Clear Browser Cache

  • Clear all browsing data for the past 24 hours
  • Include cookies, cached images, and site data
  • Restart browser after clearing
3

Contact IT Support

  • SSO issues often require administrator assistance
  • Your institution’s authentication server may have problems
  • Verify your institutional account is active
Prevention: Don’t bookmark SSO redirect URLs - always start from the main login page.

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Performance & Loading Issues

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Slow Page Loading

Problem: Pages take longer than 30 seconds to load or content appears slowly.
1

Test Internet Speed

Run a speed test (aim for at least 5 Mbps download)
2

Compare with Other Sites

Try accessing other websites to compare speeds
3

Contact ISP

Contact ISP if internet is generally slow
Prevention: Regularly clear browser cache and maintain good internet connectivity.

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Videos Not Loading or Buffering

Problem: Video content won’t start, stops frequently, or shows endless loading.
  • Refresh the page and try again
  • Try a different browser
  • Disable ad blockers temporarily
  • Check if audio is working (volume not muted)
  • Test with lower video quality settings
  • Pause other internet activities (downloads, streaming)
  • Use wired connection instead of WiFi if possible
  • Try at different times when network may be less congested
  • Chrome: Enable hardware acceleration in settings
  • Firefox: Clear media cache in about:config
  • Safari: Check plug-ins are enabled
  • Edge: Reset browser settings if problems persist
Prevention: Ensure stable internet connection and keep browsers updated.

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Mobile Responsiveness Issues

Problem: Interface appears broken, text is too small, or buttons don’t work on mobile.
1

Check Browser Compatibility

  • Use Chrome or Safari on mobile devices
  • Update mobile browser to latest version
  • Avoid using old or unsupported browsers
2

Test Screen Orientation

  • Try both portrait and landscape orientations
  • Some features work better in specific orientations
  • Refresh page after rotating device
3

Adjust Display Settings

  • Reset browser zoom to 100%
  • Check device display settings aren’t set to extra large text
  • Clear mobile browser cache and data
Prevention: Keep mobile browser updated and use supported browsers.

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Content & Learning Issues

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Content Not Displaying Properly

Problem: Documents appear blank, images don’t load, or text is garbled.
  • PDFs: Ensure PDF viewer is enabled in browser
  • Images: Check if images load on other websites
  • Documents: Try downloading instead of viewing in browser
  • Interactive content: Enable JavaScript and Flash if required
Prevention: Maintain updated browser with standard plugins enabled.

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Progress Not Saving

Problem: Completed activities don’t show as finished, or progress resets.
1

Verify Completion Actions

  • Look for “Mark as Complete” buttons and click them
  • Ensure you complete all required elements of activities
  • Wait for confirmation messages before navigating away
2

Check Connection Stability

  • Ensure stable internet during learning sessions
  • Don’t close browser tabs while activities are saving
  • Wait for progress indicators to complete
3

Browser Settings Check

  • Enable cookies for SkillShop domains
  • Don’t use browser’s “Clear data on exit” feature
  • Allow local storage for the application
4

Manual Progress Update

  • Log out and log back in to refresh progress
  • Navigate back to completed activities and mark complete again
  • Contact instructor if progress data is critical
Prevention: Maintain stable internet connection and complete activities fully before navigating away.

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Search Not Working

Problem: Search returns no results, shows errors, or finds irrelevant content.
  • Use simpler, more general keywords
  • Try different word variations and synonyms
  • Use quotation marks for exact phrases
  • Remove special characters and punctuation
  • Clear browser cache and cookies
  • Reset search filters to default settings
  • Try searching from different pages/sections
  • Browse categories instead of searching
  • Use topic/subject filtering
  • Ask AI Tutor to help find specific content
  • Contact educator for content location assistance
Prevention: Learn effective search techniques and bookmark frequently needed content.

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Live Tutor Issues

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Microphone Not Working

Problem: AI Tutor can’t hear voice input or microphone permissions denied.
1

Check Address Bar

Look for microphone icon in address bar
2

Allow Access

Click to allow microphone access
3

Refresh Page

Refresh page after granting permissions
Prevention: Grant microphone permissions when first prompted and use Chrome browser.

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Screen Sharing Fails

Problem: Cannot share screen or screen sharing shows black screen.
1

Grant Permissions

  • Grant screen recording permissions when prompted
  • Mac: System Preferences > Security & Privacy > Screen Recording
  • Windows: Allow screen capture for browser
  • Restart browser after granting permissions
2

Choose Sharing Options

  • Try different sharing options (entire screen vs. window vs. tab)
  • Close unnecessary applications before sharing
  • Ensure the window you want to share is visible
3

Check Browser Compatibility

  • Chrome has best screen sharing support
  • Firefox is second choice
  • Safari and Edge may have limitations
  • Update browser to latest version
Prevention: Use Chrome browser and grant screen sharing permissions during initial setup.

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AI Responses Are Slow or Incomplete

Problem: AI Tutor takes too long to respond or gives partial answers.
  • Check internet speed (minimum 5 Mbps recommended)
  • Close bandwidth-intensive applications
  • Try wired connection instead of WiFi
  • Start a new tutoring session
  • Clear conversation history if very long
  • Sign out and back in to refresh connection
  • Break complex questions into smaller parts
  • Be specific about what type of help you need
  • Provide context about your current learning level
Prevention: Maintain good internet connection and ask clear, focused questions.

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Assessment & Quiz Issues

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Answers Not Submitting

Problem: Quiz answers don’t save or submission fails with error.
1

Pre-Submission Checks

  • Answer all required questions before submitting
  • Check for validation messages or error indicators
  • Ensure stable internet connection
2

Submit Properly

  • Click submit button only once and wait
  • Don’t navigate away during submission
  • Try submitting individual sections if available
3

Recovery Options

  • Refresh page to see if answers were actually saved
  • Contact instructor immediately if submission deadline is critical
  • Save screenshots of completed quiz as backup
Prevention: Complete quizzes with stable internet and don’t wait until last minute.

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Timer Issues in Timed Assessments

Problem: Timer runs too fast, stops working, or shows incorrect time remaining.
1

Synchronize Time

  • Ensure your computer’s clock is accurate
  • Sync with internet time servers
  • Check timezone settings
2

Optimize Browser

  • Close other browser tabs and applications
  • Disable power-saving modes during assessments
  • Keep browser window active (don’t minimize)
3

Assessment Strategy

  • Start assessments with plenty of time remaining
  • Save progress frequently if option available
  • Don’t rely solely on timer - track time independently
Prevention: Sync system clock and start timed assessments early.

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Getting Additional Help

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When to Contact Support

Contact your administrator or support team when:

Persistent Issues

Issues persist after trying multiple solutions

Error Messages

Error messages appear that aren’t covered here

Critical Deadlines

Critical deadlines are at risk due to technical problems

Account Problems

Account access problems can’t be resolved

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Information to Include When Reporting Issues

Help support resolve your problem quickly by including:
1

Error Details

Specific error messages (exact text or screenshots)
2

Reproduction Steps

Steps to reproduce the problem
3

System Information

Browser and device information
4

Timeline

When the problem started and how frequently it occurs
5

Context

What you were trying to accomplish when the issue occurred

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Emergency Situations

For urgent issues during important deadlines:
  • Document the problem with screenshots
  • Try alternative browsers or devices
  • Contact instructor immediately about deadline extensions
  • Use offline alternatives if available (downloaded content, notes)
Still experiencing issues? Check our FAQ section for additional answers or contact support for personalized assistance.