App Troubleshooting Guide

Device Compatibility

No Sound on iPad

Red Loading Line

Entering Access Code Problems

Problems on Different Devices

App Issues in Schools

Got a 404 Message

Keeps Asking to Enter Codes

Coins and Items Get Deleted

 

Device Compatibility

All our online games will run on any browser that supports HTML5 (such as Chrome, Firefox, Safari, Edge, and IE). Run this HTML5 support validator to check your browser.  We don't recommend you use a phone for playing the games, since the screen may be too small. Instead, we recommend tablets, laptops and desk top computers. Important: your browser's cookies must be enabled, and your browser must support local memory (see "Storage" in the HTML5 Validator Report). Your browser will also require a certain amount of local memory to run the apps. Click here to read more about local storage. We cannot guarantee that your device will work with our games. Note that these games are not necessary for our Orton-Gillingham reading programs, they are available only for a fun way to reinforce material.

No Sound on iPad

For mobile devices and tablets, the software is written so that if the ringer is off and/or the mute is on, you won't get sound. Very often people are not aware that their settings are set to mute. To test this, use a pair of headphones. If you get sound with the headphones, then check your settings.

Watch the instructional video below.

Red Loading Line

Sometimes, on Chrome if Ad Blocker is on (you'll see the image below), Chrome will not allow the game to load (you'll see a red loading line instead of the blue line, and the game won't finish loading). Even though we do not use any advertisements on any of our games or on our website, sometimes Ad Blocker will cause a problem. To fix this, while on our site, right click on the Ad Block icon, in the upper right corner of the browser, and select "pause for this site". Your game should now load.

Entering Access Code Problems

If using Blast Off to Reading, make sure you're entering the code for the correct book. Note that Blast Off Rev C has it's own app (click here), and Blast Off Rev D and E share an app (click here). To find the revision, look on the bottom of the title page where the ISBN is. Note that there are no apps for Blast Off Rev A and B. Make sure you're finding the code in the lesson portion of the book, not the answer key. Codes are not case sensitive. If you followed the directions and are still having problems with the codes, you may have local storage issues. Click here to read more about local storage and our apps.

Watch the instructional video below.

Problems on Different Devices

If some of our apps run on your device, while other apps don't, then there is most likely a memory issue with your device. Typically, if one game runs the others should as well. However, each game will require memory (of various sizes) and it's possible that you did not have enough space. Note that our online games and tools are not guaranteed to run on your device. Please check that your device supports HTML5 (click here to run the HTML5 validator). The browser that you run the HTML5 app on will require memory for local storage and cookies must be enabled. If you have problems, please check your browser's settings. Click here to read more about local storage limits.

App Issues in Schools

If you have trouble running an app and your device belongs to a school or other type of institution, contact your organization's IT administrator. Very often settings have been set to limit usages to protect students, and to limit their internet usage.

Got a 404 Message

If you try to open an app and get a 404 message (or are directed to POWWEB, our old host), this means that the server could not find the page requested. If we recently changed a link to the app (which was done on 2/26/20), this could happen since your browser will cache (save) temporary data, such as links. To resolve this, first try refreshing the web page by pressing the function F5 key (you may have to hold down a "fn" key and press the function 5 key simultaneously, depending on your keyboard.). If that doesn't work, and it often doesn't, then you should clear your browser's cache.

To clear your cache on Chrome, go to the upper right corner, click on the three dots, click on settings, then scroll to "privacy & security" and click on "clear browser". Only select "Cached Images & Files"; make sure all other boxes are not checked. Then press the button to "Clear Data". This will force the browser to not use the cached data.

If you are using Safari on an iPhone or iPad, go to "settings", then scroll and select safari, then scroll down and select "Clear History and Website Data".

For all other browsers, please consult your browser instructions for clearing the cache.

Local Storage

For the problems listed:

1. You entered the code for the app, the app accepted it, but the next time you open the app it asks you for the code again.

2. You're using the I Can Fly app, and your student's coins, or metric data, or items bought disappeared.

Our apps use something called "Local Storage" to save data such as whether you entered in the code or not, how many coins your student earned, what items were purchased, etc. Local Storage is not kept in the cloud, or on a server, it is on your computer, specifically in memory used by your browser. This memory is limited and is dependent on how much hard disc space you have. If you have the issues described above, it is not the app, it is your browser and your computer. If your space is at the limit, some data may be deleted, and, consequently, some parts of the app may work while other parts won't.

The process by which the browser determines how much space to allocate for web data storage and what to delete when that limit is reached is not simple and differs between browsers. Because of this, even if your browser is HTML5 compatible, we cannot guarantee that our apps will work on your device.

If purchasing our reading programs is contingent on the apps working on your device, we recommend you first test the apps thoroughly before buying. To do this we recommend you play the I Can Fly app, which uses the most data, by using the ten minute free play (no access code is required). Add players, give the player coins (on the title page choose "add coins to wallet"), make purchases in the store, and play the games. Then completely close the app, then open it to see if the player, player metrics, coins, and items purchased are still present. Note that if your computer is at its storage limit, the game may have functioned correctly, but may soon cease to function as there won't be enough memory.

To free up memory on your device, you can delete your browser's saved data (clearing your browser). However, this is something you should consider carefully since you may have data saved that you don't want erased. Very often once this is done, the apps will function correctly.

It is important to note that data saved during the game (codes, coins, etc.) can be cleared inadvertently by someone using your computer. For example, if you share a computer with someone who develops software, they may clear the browser for their work. There may also be a setting in your browser where web data is cleared when you exit the app, in this case every single time you enter the app you will be prompted to enter the access code.

Schools and other type of institutions may not utilize local storage due to settings in place by the IT department.

Also note that since the data is stored on your device, if you use another device, you will not share that saved data.