Troubleshooting common problems
Find the message you saw, or the thing that isn't working. Each fix is what the product does today. If none of these helps, contact support, or use Report a bug in Help and feedback.
On this page
- We couldn't save that log. Your words are still here. Choose Retry now. Your note isn't lost.
- This school is read-only, so a new log can't be saved. The school's plan has ended or the account is closing. Evidence can still be read and exported. Talk to your coordinator.
- Wait for the upload to finish, or remove it. An attachment is still uploading. Wait, or remove the file, then log.
- Choose a pillar to log this. No pillar was suggested. Choose Add pillar and pick one.
- Say why a parent or carer wasn't consulted, or add them. You chose Couldn't consult yet. Pick a reason, or add who you consulted.
- Notes can be up to 10,000 characters. Shorten the note or split it into two entries.
- Nothing was heard. Dictation picked up no speech. Check the browser can use your microphone, then try again, or type the note.
- A date can't be chosen. Evidence is dated today or earlier, back to the start of the last collection.
- This type can't be attached, or Over 25 MB. See attach a file for the types and size.
- Sign-in was cancelled. The Google or Microsoft window was closed. Try again, or use email and password.
- Your browser blocked the sign-in window. Allow pop-ups for Superadjust and try again.
- This invitation was sent to [address]. Sign in with the account for that address.
- This invitation has expired. Links work for 30 days. Choose Ask for a new invitation, and the new one comes by email.
- The password reset email hasn't arrived. Check your spam folder, then choose Click to resend on Check your email. The link works once.
- Enhance isn't there. It shows once a note has three words. If it still isn't there, AI help is off for you in Preferences, or for the school.
- Turned off for [school] by [coordinator]. Only the coordinator can turn AI help back on, in Settings, School.
- No credits left. Enhance and Adjust Resource wait until your credits reset. Logging and dictation keep working.
- Your school adds students from its MIS. Adding by hand is off. Pick the student from the school's list instead, or ask your coordinator.
- A student is missing. Search the School directory. If they're not there, choose Not here? Create a student, or ask your coordinator to add them.
- Two records for one student. Choose Same child? Tell [coordinator]. Only a coordinator can merge them. See the Students page.
- A student's name or year can't be changed. They come from your MIS. Change them there.
- Readiness starts once the student is included and a level is set. The coordinator needs to include the student and set the level.
- A student can't reach Audit-Ready. Check the level and category are set, and that the school has term dates: its own confirmed dates, or your state's dates standing in. Audit-Ready is a Superadjust readiness label, not an NCCD outcome. See how readiness is calculated.
- A pack won't download any more. Packs are kept for 90 days. In Previous exports, choose Create updated version.
- The bell hasn't changed. Reload the page.