If a learner contacts you for help with a lesson issue, refer to the steps below to support them effectively.
1. Common access and browser troubleshooting steps
First, advise the learner to log out/back into their LMS. If that does not resolve the issue, follow the steps detailed in this article for basic troubleshooting steps.
2. Reach out to your institution’s support team.
If learners are still experiencing issues after going through the troubleshooting steps above, reach out to your institution’s technical support team to see if they are able to resolve the issue.
3. Reach out to Kyron’s support team.
If additional support is needed, you can reach out to Kyron’s support team via email by emailing [email protected].
When sending a message to our support team, please provide as much information as possible. This includes:
Your name.
The name of your institution.
The name of the Kyron asset and activity (if applicable) you are experiencing an issue with.
Note: This may be different from how you name the assignment in your LMS.
A screenshot of your entire browser window (including the URL).
If you are getting an error message, a screenshot of the entire error message is extremely helpful in helping us troubleshoot your issue.
If possible, a screen recording would be very helpful, as it allows us to see your steps and attempt to reproduce the issue on our end.