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Common issues

This article lists common problems and first steps to resolve them. It applies to all users.

Upload and file issues​

  • Confirm file type and size against the upload screen.
  • Supported formats include MP3, MP4, MOV/QuickTime, WAV, M4A, and WebM.
  • Videos over 50 MB may be compressed automatically before submission.

See File formats and limits.

Evaluation processing​

  • Allow extra time for long recordings.
  • Refresh the page only if the UI stays stuck for several minutes.
  • Check that the student has consent recorded if results are not saving to the cloud.

Login and access​

  • Confirm your account is approved by your department admin.
  • Use Settings → General → Account to reset your password.
  • Demo mode stores data in local storage only — sign in with a full account for cloud storage.

Practice app​

For camera permissions, access codes, course connect codes, and Practice processing issues, see Troubleshoot Practice.

Still stuck?​

  1. Try Report an error.
  2. Contact support.