Check loading and connection issues
Separate a loading failure from an empty list, keep your work and retry the specific request carefully.
Checked on 29 October 2026
Overview
Separate a loading failure from an empty list, keep your work and retry the specific request carefully.
Get to know the screen
Practice example: all names, records and amounts are fictional. Options vary with your school’s curriculum, currency and access.
Phone example
Interface labels are shown in English. Follow the translated steps below to find each control. Follow the sequence, review the recorded information and choose the next step.
Who can use this feature
Use your own account and check the school before opening records. Account checks do not grant a school role. Ask an authorised school administrator to review missing membership, class assignments or feature access; families use their own approved learner links.
Before you start
Note the page, time, connection type and task. Preserve unsaved text before reloading or changing networks.
Required and optional fields
Follow the requirements of the form you are using. The diagnostic details below help you check the problem; they are not a separate form or a request to change your account.
| Field | Requirement | Format or example | Prerequisite |
|---|---|---|---|
| Error and request state | Required when applicable | Keep the exact error, action, page and time. Preserve unsaved text and check whether the original record was saved before retrying. A loading indicator is not a confirmation. | Current account, selected school/year, saved setup records and the actual form’s requirements. |
Picklist prerequisites
A failed response may leave lists empty even when setup exists. Confirm loading has completed before investigating missing records or changing allocations.
Desktop walkthrough
Check the current screen and the relevant context.
Screen walkthrough · 0:45Download GIF ↓- Read the page message. An empty search result, no saved records and a failed load need different checks. Record the exact error before leaving.
- Check your device’s connection. If the app shows No internet, open its network indicator. Browser online status alone does not establish that the school service is reachable.
- When the page offers Try again, use it once after the connection is available. The classroom example shows the actual load-error state and a successful retry.
- Check the returned year, filters and records. If the page stays loading, preserve text and reload once. Do not assume unsaved work will be available offline or automatically sent later.
- If the failure repeats, note whether other pages load and contact support with the time and error. Avoid repeated saves, messages or payments while their status is uncertain.
Mobile walkthrough
On a phone, check the device connection and return to the same app tab. Scroll to a page’s retry control when needed. Keep unsaved work before switching networks or reloading; a restored connection does not confirm a save.
Check the current screen and the relevant context.
Screen walkthrough · 0:45Download GIF ↓Save and verify
Confirm the expected records load under the correct year and filters. Check any earlier save separately; a successful list reload does not prove that previous requests completed.
Troubleshooting
The connection is back but the page still fails?
Check the exact page and error, preserve text and try the page’s retry control. If it repeats, report the time and whether other pages load. An online icon does not rule out a service or access problem.
Before retrying a save or send, reopen the same record and check whether it was already saved or queued. Keep the original wording and error. Repeated clicks can create duplicate actions.
