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Troubleshooting Common Issues

This page helps you resolve the most common problems in EazyClassroom. If your issue is not listed, contact support at support@eazyclassroom.net.

For Admins​

1. Users cannot log in​

Symptoms: Teacher or parent receives “Invalid username or password”.

Possible causes & solutions:

CauseSolution
Wrong usernameCheck the username in Admin → Teachers or Admin → Parents. Reset if needed.
Wrong passwordUse the Forgot Password link on the sign‑in page.
Account inactiveCheck the user’s status in the admin panel – set to Active.
Email not verifiedAdmin accounts require email verification. Resend the verification email from Settings → Resend Verification.

2. Recording not appearing after class​

Symptoms: Class ended over 10 minutes ago, but no recording in the list.

Solutions:

  • Wait up to 15 minutes (longer for sessions over 2 hours).
  • Check that the session was ended properly (last moderator left or End Session was clicked).
  • Verify your plan has recording retention (all plans do, but free plan retains only 3 days).
  • Contact support with the meeting ID and time of class.

3. AI summary not showing​

Symptoms: Recording has “AI Processed” badge, but no summary or scores.

Solutions:

  • Ensure Eazy AI add‑on is active (Subscription page).
  • Verify a valid Gemini API key is entered in AI Instructions.
  • Check Google AI Studio quota – free tier may be exhausted.
  • Retry processing from the recording details page (if available).

4. White‑label logos not appearing​

Symptoms: Uploaded logos do not show in the PWA or classroom.

Solutions:

  • Clear your browser cache (images may be cached).
  • Reinstall the PWA (remove from home screen and re‑add).
  • Verify image dimensions: main logo 223×40, mobile icon 192×192, desktop icon 512×512.
  • Ensure you are on the School Plan (white‑label is not available on free or teacher plans).

5. Cannot purchase add‑ons​

Symptoms: PayPro checkout fails or redirects incorrectly.

Solutions:

  • Check that your PayPro account is active (no unpaid invoices).
  • Use a different payment method (some cards may be blocked).
  • Contact PayPro support directly if the error persists.
  • Ensure your browser allows pop‑ups for the payment window.

6. API returns “Invalid or inactive API key”​

Symptoms: API calls fail with HTTP 401.

Solutions:

  • Verify the API key is correct (no extra spaces).
  • Check that the API client is active in Settings → API Clients.
  • Ensure the owner user (admin who created the client) is active and email‑verified.
  • Regenerate the API key if compromised.

7. Rate limit exceeded (HTTP 429)​

Symptoms: API returns “Rate limit exceeded”.

Solutions:

  • Wait 60 seconds and retry (the Retry-After header indicates seconds to wait).
  • Reduce the frequency of your requests (e.g., increase polling interval).
  • Contact support to request a higher rate limit (paid plans only).

For Teachers​

1. Cannot start a session​

Symptoms: “Start Session” button is greyed out or does nothing.

Solutions:

  • Verify that you are assigned to the room (check Rooms list).
  • If using a room with a moderator password, ensure you have entered it correctly.
  • Check that the room’s max participants limit has not been reached.
  • Ensure your plan allows starting sessions (free plan allows 35‑minute sessions only).

2. Students cannot join the session​

Symptoms: Students report “Meeting not found” or “Join link not working”.

Solutions:

  • Ensure the session has been started (you must start it first).
  • Share the attendee URL, not the moderator URL (students do not need the password).
  • Verify the room URL is correct (no typos, use lowercase).
  • Check that the maximum participants limit has not been reached.

3. Recording indicator is red, but recording not showing later​

Symptoms: The red “REC” dot appears during class, but after ending, no recording.

Solutions:

  • Wait up to 10 minutes – large recordings take time to process.
  • If still missing, contact your admin to check server logs.
  • Ensure you ended the session properly (do not just close the browser).

4. No AI summary for my class​

Symptoms: Other classes have AI summaries, but this one does not.

Solutions:

  • Check that your school has an active Eazy AI add‑on.
  • Verify that the recording is fully processed (look for “Processing” status).
  • If the class was very long (>4 hours), it may exceed AI limits – contact admin.
  • Manual retry may be available from the recording details page.

5. Students hear echo or feedback​

Symptoms: Echo, feedback loop, or distorted audio.

Solutions:

  • Use headphones (prevents speaker feedback into microphone).
  • Mute students who are not speaking.
  • Ask remote students to also use headphones.
  • Reduce speaker volume or move microphone away from speakers.

6. Screen sharing not working​

Symptoms: Students cannot see your screen.

Solutions:

  • Ensure you have granted browser permissions for screen sharing.
  • Try sharing a specific window instead of the entire screen.
  • Refresh the session (leave and rejoin) and try again.
  • Update your browser to the latest version.

7. Chat messages not sending​

Symptoms: Typed messages disappear or are not seen by others.

Solutions:

  • Check that chat is not locked by the moderator (look for lock icon).
  • Refresh the session – temporary network glitches may cause this.
  • Ensure you are not using an ad‑blocker that interferes with WebSockets.

For Parents​

1. Cannot log in to parent portal​

Symptoms: “Invalid username or password”.

Solutions:

  • Use the Forgot Password link to reset.
  • Contact your school admin to verify your account is active.
  • Check that you are using the correct role (Parent, not Admin or Teacher).

2. No recordings for my child​

Symptoms: Recordings list is empty.

Solutions:

  • Verify your child has attended any class (recordings only appear after a session ends).
  • Check that the teacher has started and ended the session properly.
  • If the class was recent, wait up to 10 minutes for processing.
  • Contact the teacher – they may not have recorded that session (unlikely, but possible if room setting disabled recording).

3. AI Q&A not working​

Symptoms: “Ask AI” button is greyed out or returns an error.

Solutions:

  • Ensure the recording has been processed (look for “AI Processed” badge).
  • Check that your child still has AI question quota remaining (visible in dashboard).
  • If quota is exhausted, purchase additional AI question packs from Purchase page.
  • Verify that your school has an active Eazy AI add‑on.

Symptoms: Clicking the join link shows “Meeting not found”.

Solutions:

  • Ensure the teacher has started the session (it may not have begun yet).
  • Check that you are using the correct link for the correct child.
  • Try refreshing the page or using a different browser.
  • Contact the teacher – they may have started a different room.

5. Cannot purchase AI question packs​

Symptoms: PayPro checkout fails.

Solutions:

  • Check that your payment method is valid (credit card, PayPal).
  • Ensure your browser allows pop‑ups for the payment window.
  • Contact your school admin – they may have disabled parental purchases.

General Issues (All Users)​

1. Audio or video not working in live session​

Solutions:

  • Check your microphone and camera permissions in the browser (look for lock icon in address bar).
  • Ensure no other application is using the microphone or camera.
  • Test your devices at https://webcammictest.com.
  • Refresh the session or restart your browser.

2. “Network error” or frequent disconnections​

Solutions:

  • Check your internet connection (run a speed test – need at least 2 Mbps down, 5 Mbps up for teachers).
  • Use a wired Ethernet connection instead of Wi‑Fi for stability.
  • Close other bandwidth‑heavy applications (Netflix, large downloads).
  • Restart your router.

3. Page loads slowly or freezes​

Solutions:

  • Clear browser cache and cookies.
  • Disable browser extensions (especially ad‑blockers).
  • Try a different browser (Chrome or Edge recommended).
  • Reduce the number of open tabs.

4. “Meeting ended” message appears immediately after joining​

Solutions:

  • The teacher may have ended the session just as you joined – wait for the next session.
  • If this happens repeatedly, contact the teacher – they may be starting a new session with a different link.

5. PWA installation not offered​

Symptoms: No “Install” button or prompt on mobile.

Solutions:

  • On iOS: Open in Safari, tap Share, then “Add to Home Screen”.
  • On Android: Chrome should show a banner; if not, check that the site is served over HTTPS.
  • Clear service workers: DevTools → Application → Service Workers → Unregister.

Still Having Issues?​

If none of the above solutions work, contact support with the following information:

  • User role: Admin, Teacher, or Parent
  • Issue description: What you were trying to do
  • Steps to reproduce: Detailed steps
  • Browser and version: (e.g., Chrome 120)
  • Device: (e.g., Windows PC, iPhone 14)
  • Screenshots or screen recording (if possible)

Contact methods:

We typically respond within 24 hours on business days.

Last updated: June 2026