Troubleshooting
When something is not working, sorted by what you are seeing.
By symptom
- A student's name or points look changed on one screen. Is it real?Almost never. The text was edited in that browser only. Reload the page and the real values come back.For school staff
- Can we sign in through Clever or ClassLink?Yes. Students, teachers and staff can use Clever or ClassLink single sign-on instead of a LiveSchool password.For school staff
- Did an edited screen change any real points or records?No. No points, records or accounts changed, and reports show the real data.For school staff
- How do I chat with LiveSchool support?In the left sidebar, select Help Center, then Chat With Us. There is no floating chat bubble.For school staff
- How do I clear LiveSchool's cache from the sign-in screen?Select Having trouble signing in?, then Clear cache and reload.
- How do I clear LiveSchool's cookies in Chrome?Use the icon left of the address, then Cookies and site data. Try the in-app button first.
- How do I do a hard refresh?Ctrl + Shift + R on Windows or a Chromebook. Command + Shift + R on a Mac.
- How do we get our roster into LiveSchool?A CSV file, Clever, ClassLink, or adding people by hand in Setup. You can change later.For school staff
- How else can I contact LiveSchool?Email support@liveschoolinc.com, or book a 1:1 call or Live Office Hours from the Help Center page.For school staff
- Is LiveSchool down?Check System Status on the Help Center page. If there is an incident, we are already on it.
- Is our school network blocking LiveSchool?Possibly. Ask your IT team to allow *.liveschoolapp.com.
- Is there a LiveSchool mobile app?Yes. LiveSchool Next, for educators, students and families, on the App Store and Google Play.For school staff
- Something in LiveSchool is broken. What should I try first?Five checks, in the order that fixes the most cases. Each takes under a minute.
- What hours is LiveSchool support available?A person is on chat Monday through Friday, 9:00am to 4:00pm Eastern.For school staff
- What internet speed does LiveSchool need?At least 4 Mbps per device.For school staff
- What should I include when I contact support?What you were doing when it happened, and which browser or device you are on.For school staff
- Which browsers work with LiveSchool?Current versions of Google Chrome, Safari and Microsoft Edge. Chrome is preferred.For school staff
- Which devices and operating systems does LiveSchool support?PC, Mac, Chromebook, iPad, iPhone and Android, on Windows 10, macOS El Capitan, iOS 15.8 or Android 5.1.1 and up.For school staff
- Why are points spinning and not loading?Your browser has stale LiveSchool data saved. Clear it from your Profile page in one click. Nothing is lost.
- Why does LiveSchool ask for camera access?To scan QR codes for awarding points or buying rewards. Allow it if your school uses QR codes.For school staff
- Why should I sign out and back in?It gives you a fresh session, which matters after your school changes your role or rosters.
- Why should I try LiveSchool in another browser?It tells you where the problem is. If the second browser works, the first one has an extension or filter in the way.
- Why won't the LiveSchool sign-in page load in Edge?An out-of-date service worker is usually the cause. Removing it takes a minute and deletes no data.For school staff
- Will I chat with a person or a bot?A bot answers first. If it cannot help, ask for a person and your message goes to the support team.For school staff