Basic Troubleshooting





First, make sure you are signing in with a browser/ While there are some apps available for mobile devices, we do not suggest using them as they often show content inconsistently with how the course was created, including leaving off information. 

Remember: Students should always sign in with ClassLink and access resources from the ClassLink dashboard. This is available at student.asuprep.org. Students do not sign into their resources directly. 

Ensure that you are running a supported operating system on your computer (Windows/Mac OS) and browser (Chrome/Firefox). Remember that some resources (like BioBeyond) are not supported on Chromebooks, phones or tablets. Check our system requirements for more information. System requirements can also be found at ourResources page, under Technical Requirements. 
We generally suggest using Chrome for most of our resources. These steps can be tried in other browsers, but the links I'm supplying with these steps are specific to Chrome. 
  • Make sure you have the most up-to-date version of Chrome. To update to the newest version click here.
  • Close any extra tabs and background applications. By doing this you are freeing memory available for running the unit in your browser and maximizing processing power dedicated to supporting a smooth experience.
  • Clear your cache and cookies. Here’s a helpful guide (for Chrome) in how to do so if you’re unsure. This is often overlooked but solves most browser issues that we see in our department.
  • Turn off any adblock or content limiting extensions. Try to log into ClassLink and access the course in an incognito window and see if that works. This would indicate an extension issue in Chrome. 
  • Make sure you’re signed in as your ASU Prep email address for your Google session. (Click the small circle in the top right that shows who you’re signed in as.) Sometimes it goes back to a personal email and that can cause our resources to think you’re not an approved user.

If that doesn't work:
  • Try switching to a different browser to see if that helps. If you’re a Chromebook user, you can install Firefox by getting it from the Google Play Store, rather than from the Firefox website. While we do generally prefer Chrome, Firefox sometimes works better with certain lessons. 
  • Try to log in on a different device.
  • Try your device on a different internet connection.