Here are some troubleshooting steps to go through for technical issues. Going through these steps first will eliminate any common errors immediately.
First, are you seeing an error code?
Yes: we've listed common errors and solutions in a separate help article. Please check here: Error Codes and Solutions
No: proceed to the next question.
Which type of device are you using?
OR
Laptop/computer (exluding Chromebooks)
OR
If you're using an iPad/Android tablet
Step 1: Make sure you've got the most up-to-date version.
Here's how to check:
- Open the Sumdog app on your device
- On the login screen, you can see a number at the bottom left corner or when a child is logged in, you can see it in "settings"
Check if it's the most up-to-date according to this page: support devices, browsers and operating system
If it's not, update the app. You may have to contact your IT department to do this.
If you think it is up-to-date, take a note of the version as we may ask for this if you need to contact us.
Step 2: Try another device
If you've got another device, please try logging into it to see if it works.
Yes, it works on a different device: If the account works on a different laptop or tablet, then it suggests the problem is related to the specific device you were using. In this case:
Check that your device matches one of the following. How you check this depends on each device, but can normally be found in the "settings" part of your device.
- Android you will need to have Android version 5.0 (Lollipop) or later
- Apple you will need to have Apple iOS 11.0 or later
- Kindle Fire you will need to have Fire OS 5 or later
No, it doesn't work on any devices: If it does happen on multiple devices, it could be related to your internet or wifi and we'd recommend waiting and trying again.
If it persists on the same device and you've checked all of the above, in some instances, it can be related to the account, so please contact support@sumdog.com.
If you're using a laptop or computer
Step 1: check your browser
Do a browser check. This will show any issues with the browser. https://www.sumdog.com/browser_check
Internet Explorer is not supported for HTML 5 or WebGL. We recommend you update to a newer browser to overcome this problem.
Sumdog also requires WebGL as part of an HTML5-enabled browser. You can check the status of WebGL on your browser here. If you don't have WebGL enabled, the page will guide you to directions on enabling it on your browser.
Step 2: Try another device
If you've got another device, please try logging into it to see if it works.
Yes, it works: If the account works on a different laptop or tablet, then it suggests the problem is related to the specific device you were using. In this case:
Check that your device matches one of the following. How you check this depends on each device, but can normally be found in the "settings" part of your device.
- Microsoft Windows you will need to be using Windows 7 or later
- Mac OS you will need to be using version 10.6 (Snow Leopard) or later
- Chrome you will need to be using Chrome version 57.0.0.0 or later.
No, it still doesn't work: If it does happen on multiple devices, it could be related to your internet or wifi and we'd recommend waiting and trying again.
If the issue persists and you've checked all of the above, in some instances, it can be related to the account. Please contact support@sumdog.com.
If you're using a Chromebook
Step 1: check your browser
First, do a browser check by clicking this link here: https://www.sumdog.com/browser_check
This will show any issues with the browser. You will need to be using Chrome version 57.0.0.0 or later on the Chrome web browser.
Step 2: try another device
If you've got another device, please try logging into it to see if it works.
Yes, it works: If the account works on a different laptop or tablet, then it suggests the problem is related to the specific device you were using.
In this case:
- Check that you are using Chrome version 57.0.0.0 or later.
- Try using the app instead. The Sumdog app for Chromebooks can be found here.
No, it still doesn't work: If it does happen on multiple devices, it could be related to your internet or wifi and we'd recommend waiting and trying again.
If the issue persists and you've checked all of the above, in some instances, it can be related to the account. Please contact support@sumdog.com.