Troubleshooting Common Issues

Possible causes:

1. ❌ Teacher doesn’t have a license assigned
2. ❌ No student licenses available in pool
3. ❌ Teacher hasn’t selected subjects they teach

Solutions:

Check 1: Teacher License

Admin: Go to Teachers → Find teacher → Check “License Status”

If “No License”: Assign a teacher license

Check 2: Student Licenses Available

Admin: Go to Licenses → View “Student Licenses Available”

If 0 available: Purchase more licenses OR reassign from inactive students

Check 3: Teacher Subjects

Teacher: Go to My Profile → Check “Subjects I Teach”

If empty: Select at least one subject

If subjects missing: Add the subject you want to teach

Possible causes:

1. ❌ Content hidden at organization level
2. ❌ Content hidden by teacher (global or individual)
3. ❌ Student’s grade level doesn’t match course grade level
4. ❌ Student account is inactive

Solutions:

Check 1: Organization-Wide Visibility

Admin: Content Management → Search for course → Check visibility

If hidden: Make visible organization-wide

Check 2: Teacher Visibility Settings

Teacher: Course catalog → Find course → Check visibility for “All Students” and “This Student”

If hidden: Make visible

Check 3: Grade Level Match

Teacher: Check student’s grade level in roster

Compare to course’s grade level

If mismatch: Either change student’s grade OR assign different course

Check 4: Account Status

Admin/Teacher: View student profile → Check “Status”

If inactive: Check if license expired → Assign new license

Possible cause:

❌ User is a Secondary Administrator (not Primary)

Solution:

Only Primary Administrator can invite other administrators

Check: Go to My Profile → Look for “Primary Administrator” badge

If you don’t see it: Contact the Primary Administrator

Who is Primary Admin?

Go to Organization Settings → View “Primary Administrator”

Contact that person to send admin invitations

Possible causes:

1. ❌ Teacher is not Primary Teacher
2. ❌ Organization has an administrator (admin handles approvals now)

Solutions:

Check 1: Primary Teacher Status

Teacher: Go to My Profile

Look for “Primary Teacher” or “Organization Owner” badge

If you don’t see it: You cannot approve requests

Check 2: Administrator Presence

If your organization has an administrator:

– All approvals go through administrator

– Teachers can no longer approve requests

– Contact administrator to approve teacher/student requests

Possible causes:

1. ❌ Credit card expired
2. ❌ Insufficient funds
3. ❌ Billing address mismatch
4. ❌ Card flagged by bank

Solutions:

Step 1: Update Payment Method

Go to Billing → Payment Methods → Add New Payment Method

Try different card

Step 2: Check with Bank

Contact your bank to ensure they’re not blocking the charge

Some banks flag educational software purchases

Step 3: Use Purchase Order Instead

If credit card continues failing:

Switch to Purchase Order method

Submit PO through your school’s purchasing system

Step 4: Contact Support

If still failing after trying different card:

Email: support@americandigitaledu.com

We can process payment manually or investigate the issue

Possible causes:

1. ❌ No student activity yet (nothing to analyze)
2. ❌ Filtering by wrong time period
3. ❌ Subject-based filter hiding data
4. ❌ Student attempts not completed (in progress)

Solutions:

Check 1: Student Activity

Verify students have:

– Started lessons ✓

– Completed lessons ✓ (not just started)

– Submitted assessments ✓

In-progress lessons don’t show in analytics

Check 2: Date Range Filter

Analytics dashboard → Check date range

Try: “All Time” to see if any data exists

If data appears: Adjust date range to include when students were active

Check 3: Subject Filter

If you’re a teacher: Check which subjects you have selected in filter

Remember: You only see analytics for subjects you teach

Try: “All My Subjects” to see everything

Check 4: Completion Status

Students must complete lessons for analytics to appear

Check: Student roster → View “Completion Rate”

If many lessons are “In Progress”: Students need to finish them

Possible causes:

1. ❌ User is not Primary Administrator
2. ❌ Active students still enrolled
3. ❌ Active teachers still in organization
4. ❌ Active licenses still assigned

Solutions:

Check 1: Primary Administrator Status

Only Primary Administrator can delete organization

Check: My Profile → Look for “Primary Administrator” badge

If not Primary: Contact Primary Administrator

Check 2: Remove All Users First

Before deleting organization:

1. Remove all students from all teachers
2. Remove all teachers
3. Unassign all licenses
4. Cancel all subscriptions

Then try delete again

Recommendation:

Instead of deleting:

– Set organization status to “Inactive”

– Cancel all subscriptions

– Data preserved for records

– Can reactivate later if needed

Deletion is permanent and cannot be undone

Possible cause:

❌ Grade level set incorrectly during enrollment

Solution:

Fix Grade Level:

Teacher: 

1. Go to student roster
2. Find student
3. Click “Edit”
4. Select correct grade level from dropdown
5. Save

Result:

– Student immediately sees content for correct grade

– Old grade content becomes hidden

– All progress preserved

For Multiple Students:

If many students need grade update:

1. Export student roster to Excel
2. Update grade levels in spreadsheet
3. Contact support to bulk import

OR

4. Update each student individually (if small number)