Encountering issues on the MasteryPrep platform? This guide will help you resolve the most common problems so you can continue using the platform seamlessly.
Here, we’ve outlined the common issues you may face, along with step-by-step instructions to troubleshoot and resolve them.
How to Troubleshoot Common Issues
Follow these steps to address common issues on the MasteryPrep platform:
Content Display Issues
1. A grey or white screen appears upon logging in or during use.
How to Fix It:
1. Log out of your account and clear your browser cache.
2. Check your browser’s compatibility:
- Click the drop-down icon next to your avatar in the top-right corner of the screen.
- Select Profile from the menu.
- In the Profile section, check the Browser Status widget. If it indicates that browser is not recommended, switch to the latest version of Google Chrome.
3. Ensure you’re using the latest version of Google Chrome.
4. Restart your device and try accessing the platform again.
2. The screen flashes or flickers intermittently while using the platform.
How to Fix It:
1. Use the latest version of Google Chrome.
2. Ensure your network allows MasteryPrep domains by following our Whitelisting Instructions.
3. Log out, clear your browser cache, and restart your computer.
3. Videos on the platform won’t play or load.
How to Fix It:
1. Check that all MasteryPrep domains are whitelisted on your network. Refer to the Whitelisting Instructions.
2. Use Google Chrome to access the platform and ensure it is updated.
3. Verify your internet connection is strong enough for video streaming.
Functionality Issues
1. Your progress isn’t being saved after completing activities or assignments.
How to Fix It:
1. Check that you have a stable internet connection. Use Google’s speed test or any other tool you’re comfortable with.
2. Log out of your account and log back in to refresh your session.
3. Clear your browser cache to remove outdated or corrupted data.
2. Answers are submitted before you finish entering them.
How to Fix It:
1. Avoid clicking submission buttons multiple times.
2. Disable unnecessary browser extensions that might interfere with the platform.
3. Make sure your browser is updated to the latest version of Google Chrome.
Browser Compatibility
The MasteryPrep platform is optimized for Google Chrome. If you experience compatibility issues:
1. Access the Browser Status:
- Click the drop-down icon next to your avatar in the upper-right corner of the screen.
- Select **Profile** and navigate to the **Browser Status** tab.
2. Check the Compatibility Message:
- If the message indicates a "Not recommended browser," switch to Google Chrome.
3. Update Your Browser:
- Download or update your Google Chrome browser to the latest version.
General Troubleshooting Steps
If you encounter miscellaneous glitches or platform irregularities, try the following steps:
- Log out and clear your browser cache.
- Whitelist MasteryPrep domains.
- Ensure you're using the latest version of Google Chrome.
By following these steps, you can quickly troubleshoot and resolve common issues on the MasteryPrep platform, ensuring a smooth experience for students and educators alike.
If you need further assistance, our support team is here to help. Email us at support@masteryprep.zendesk.com and we will get back to you.