Technical Support

Technical issues are when you cannot view or access certain parts of the Edrolo platform. Some examples include: 

• The gremlins page
• The 'Who goes there?' page
• Videos not loading
• Cannot view student responses
• Cannot save your answers

Technical issues are commonly caused by your device or device settings. To troubleshoot the issue, please follow the steps below: 

1. Try a different browser like Google Chrome or Microsoft Edge (Internet Explorer may not support all functions) to see if the issue persists.
   • If the new browser resolves the problem, continue using it for Edrolo. 
   • If you wish to use your previous browser, perform a "Force Reload" to refresh the browser's cache and clear saved settings for edrolo.com.au. Here's how:
     • Go to edrolo.com.au.
     • On Windows/Linux, press Ctrl + F5. On Mac, press Command + R.

2. Log into Edrolo using Incognito or a private browsing window by pressing Ctrl/Cmd + Shift + N. 
   • If the issue disappears, it might be caused by an interfering extension or add-on. Disable them one by one, starting with adblocking software.

3. Enable cookies for Edrolo in Google Chrome. To do this:
   • Click the vertical three dots in Chrome's top right corner and select 'Settings'.
   • Under 'Privacy and Security', click 'Cookies and other site data'.
   • Scroll down to 'Sites that can always use cookies' and choose 'Add'.
   • Enter http://edrolo.com.au and select 'Add'.

If the issue persists, please reach out to the Edrolo Customer Service Team at [e-mail] 

In your email, please include:

• The subject name and year level of the course
• A description of the error
• A screenshot of your entire screen when the error occurs and;
• A screenshot of the Javascript console:
  • On Windows/Linux, press Control + Shift + J.
  • On Mac, press Command + Option + J