Troubleshoot

General tips

• Squarecap works best when using a Chrome Browser. Some issues can be simply fixed by switching to Chrome.
• Refresh the web page if something does not appear as it should e.g. answers or the question
• Log out and log back in.
• Clear your browser’s cache (File or Tools menu, History,  Clear history)

Below is a list of common issues that can occur and their possible solutions. If your problem is not resolved or not in the list below, please email [e-mail] with the following information:

• A brief description of the problem.
• The device and browser you are using to connect to Squarecap 

Problem	Solution
Canvas username and password are not recognized	Make sure you have selected the right school on the Squarecap home page. Make sure you can log into Canvas. If you cannot log into Canvas, you cannot log into Squarecap. Please contact Canvas support
Students cannot log into Squarecap through Canvas	Sometimes all the student needs to do is log out and log back in again before the correct course appears.  If the semester has just started, the student may not yet be included in the course enrollment. In this case, the instructor can refresh data from Canvas by going to the Course Settings page in Squarecap.
Long time to login	Verify that you are not out of Wi-Fi bandwidth. Be sure to check "Remember me" on the authorization page (Canvas users) and home page (non Canvas) when you login. This will make it faster the next time around.
Redirected to App on phone and stuck in it	If you are using an Android phone and you have a Canvas app installed, the Chrome browser may redirect you to the App instead of the Canvas web site, when you try to log into Squarecap. The first time this happens, you will get a dialog pop up that asks you “Open with app?” Select “No” here and also select “Complete action using Chrome” and also “Do this always” instead of “Just one time”. If the Canvas app is already being opened by default, you will have  change your phone settings using the following or similar choices: Chose "Settings” on your phone. Choose “Application Manager” and find the “Canvas” application. Click on it and the “Next” menu there should be an option to “Clear Defaults” and/or "Clear Cache" Also, please select "Open by Default" and then "Open supported apps" Select: Don't open in this app
Finding your Course
Able to log in but your course is not visible in Squarecap	If you are enrolled in multiple courses using Squarecap, check the course drop down menu on the top left and see if the course in question is there but just not selected. If there, select the course in question. If the semester has just started, you may not yet be included in the course enrollment. In this case your instructor will have to refresh data from Canvas by going to the Course Settings page in Squarecap. Gently remind them of that after class. Try again by logging out and log back in.  Simply log out and log back in. Ensure that you click the “Log Out” button instead of just the back button.
During a session
Session has started but you are unable to see the questions	Refresh the web page Log out and log back in. Clicks the “Log Out” button instead of just the back button. Select the correct course from the course drop down menu on top left. Perhaps Squarecap does not consider you enrolled in the course. Gently remind your instructor to refresh data from Canvas by going to the Course Settings page in Squarecap. Try again by logging out and log back in. Your instructor will not be willing to do this during the session and also this may not take effect immediately.
Unable to see multiple questions	Scroll down
You are unable to see the session posted by the instructor	This may indicate that you are registered in a section of the class where the questions/session have not been propagated. This may occur more commonly during the start of the semester especially since students are switching their registrations and sections. Please let the instructor know about this. The instructor will have to propagate the session to the section(s) in question. If the semester has just started, you may not yet be included in the course enrollment. In this case your instructor will have to refresh data from Canvas by going to the Course Settings page in Squarecap. Gently remind them of that after class.
Can see the question but not the answer choices	Refresh the web page Use a good browser If you are using a phone or tablet, try switching to a laptop if you have one.
Students are unable to see the questions	Make sure they have selected the correct course from their menu Make sure you have imported the correct course from Canvas. Try re-importing the course ("Course Settings") if need be.
You see a “Sorry this page is not Available” error	Log out and log back in. Make sure you have selected the correct course from the menu on the top left
Frozen or unresponsive screen	Check that you have not lost Wi-Fi connectivity? If you have try to restore connectivity first. Kill the window and log in again if you can.
Unable to see Ask & Vote	Make sure to select the Ask & Vote tab in the active question window Instructors make sure Ask & Vote is enabled in Session Settings
Unable to see the seat map	Make sure to select the Seat Map tab in the active question window Instructors make sure Seat map is enabled in Session Settings

Email additional questions to [e-mail] or schedule a time with an expert for one-on-one help.