First, make sure you are signing in with a browser on an approved device(not using an app). Check our system requirements for more information. System requirements can also be found at our Resources page, under Technical Requirements. Note: While there are some apps available for mobile devices, we do not suggest using them as they often show content inconsistently, including leaving off information or images or showing grades incorrectly. You can still use apps, but any time you start to notice an error or a mismatch, you should swap to the browser.
Remember: Students should always sign in through their designated dashboard—ClassLink for most ASU Prep students and Genius for ASU Prep Digital/Global families—to access school resources. This is important because we use Single Sign-On (SSO) to connect students with learning tools and applications. In most cases, trying to log in directly to an app (like Canvas) may result in errors.
Note: We generally suggest using Chrome for most of our resources.
Save your progress and close all extra tabs of your browser. 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. Since you may need to reboot your computer, this will also make sure you don’t lose anything.
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.
Make sure you have the most up-to-date version of your browser. For more information, click on your respective browser.
Chrome: Click on the menu button in the top right corner > Settings > About Chrome. This will automatically check for updates and install them if available.
Firefox: Click on the menu button in the top right corner > Help > About Firefox. This will automatically check for updates and install them if available.
Edge: Click on the menu button in the top right corner > Help and feedback > About Microsoft Edge. This will automatically check for updates and install them if available.
Safari: Click "Safari" in the top menu > About Safari. This will show the version and prompt you to update if needed via the App Store.
Make sure Third Party Cookies are allowed for our resources. Cookies track things like how long you've spent on a lesson and progress on various parts of your homework. Some browsers, like Safari and Edge, have stricter cookie policies built in that sometimes cannot be bypassed. For more information, click on your respective browser.
Chrome: Click on the menu button in the top right corner > Settings > Privacy and security > Cookies and other site data > Select "Allow all cookies."
Firefox: Click on the menu button in the top right corner > Settings > Privacy & Security > Under "Cookies and Site Data," select "Standard" or "Custom" and make sure "Cookies" is set to "Cross-site cookies" or "All cookies."
Edge: Click on the menu button in the top right corner > Settings > Privacy, search, and services > Under "Cookies and site permissions," click on "Manage and delete cookies and site data" > Ensure "Allow sites to save and read cookie data (recommended)" is toggled on.
Safari: Click "Safari" in the top menu > Preferences > Privacy > Ensure "Prevent cross-site tracking" is unchecked.
Clear your cache and cookies. This is often overlooked but solves most browser issues that we see in our department. For more information, click on your respective browser.
Chrome: Click on the menu button in the top right corner > Settings > Privacy and security > Delete Browsing Data > Make sure “Cookies and other site data” and “Cached images and files” are checked > Click “Delete data.”
Firefox: Click on the menu button in the top right corner > Settings > Privacy & Security > Under "Cookies and Site Data," click “Clear Data” > Set “When:” to “Everything” > Ensure “Cookies and site data” and “Temporary cached files and pages” are checked > Click “Clear.”
Edge: Click on the menu button in the top right corner > Settings > Privacy, search, and services > Clear browsing data > Under “Clear browsing data now,” click “Choose what to clear” > Set “Time range” to “All time” > Ensure “Cookies and other site data” and “Cached images and files” are checked > Click “Clear now.”
Safari: Click "Safari" in the top menu > Settings > Privacy > Manage Website Data > Click “Remove all” > Click “Remove now” > Click “Done.”
If this is your personal device, turn off any adblock, screen reading/translating, or content limiting extensions or apps. These can make some school resources not show up correctly because it thinks the page isn't secure. For more information, click on your respective browser.
Chrome: Click on the menu button in the top right corner > Extensions > Manage Extensions > Click on the blue toggle to disable extensions.
Firefox: Click on the menu button in the top right corner > Add-ons and themes > Click on the Extensions tab on the left > Click on the blue toggle to disable extensions.
Edge: Click on the menu button in the top right corner > Extensions > Manage extensions > Click on the blue toggle to disable extensions.
Safari: Click “Safari” in the top menu > Settings > Extensions > Deselect the checkbox to disable extensions.
Reboot your device. Fully logout and back in.
If that doesn't work:
Make sure that parental controls or VPN settings aren't limiting the ability for content to load. For example, if science content is flagged at a higher level than you're allowed to view, it will prevent the page from loading correctly.
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. If it works on the other device but not on your regular device, it usually means the issue is something within the device itself.
Try your device on a different internet connection. In some cases, your Internet Service Provider could have protective filters that prevent pages from loading correctly, like parental controls but controlled by your ISP.