Troubleshooting Common Issues

General tips

If something isn't working properly, try the following:

• If you're using a web browser, try:
  • Using Google Chrome instead of Safari or Microsoft Edge
  • Refreshing your browser page 
  • Logging out and logging back in
  • Clearing your browser's cache: File > History > Clear History
• If you're using our mobile app, try:
  • Closing and reopening the app 
  • Logging out and logging back in
  • Uninstalling and reinstalling the app

Common Issues

Clicking Log in with Canvas does nothing (Android only)	If you're on Android and have the Canvas app installed, clicking Sign up with Canvas may either do nothing or bring up an infinite loading icon. To fix this: Disable the Canvas app from loading by default within your Android app settings. After you've cleared Canvas's default settings, go back to Squarecap and click Sign Up again. When Android asks you which app to use, choose your web browser instead of the Canvas app, and select Always do this.
Username and password are not recognized when logging in with Canvas	Make sure you have selected the right school on the Squarecap home page. Make sure you can log into Canvas. If your school is Canvas-connected and you cannot log into Canvas, you cannot log into Squarecap—please contact Canvas support to fix your login.
Username and password not recognized	If you've never set up a username or password for Squarecap, go to https://squarecap.com/sign_up. Sign up with your school email address and create a strong password with at least one of each of the following: upper-case, lower-case, numeric, and special characters. If the email/password combination you created isn't working, try resetting your password. If you don't receive a password reset link, email [e-mail] immediately.
Your Canvas course doesn't show up in Squarecap	If your course doesn't immediately show up in your course dropdown, try logging out and logging back in again to sync your Canvas enrollments with Squarecap. If that doesn't work, there are a few possible reasons why: If the semester has just started or if you were recently added to the course, you may not yet be included in the course enrollment. Your teacher may have not imported the course in Squarecap—your enrolled courses will only show up in Squarecap after your teacher has imported them. Your teacher may have not published their course in Canvas, in which case your enrollments won't appear yet. If none of those are the case, email [e-mail] with an enrollment request, making sure to include the name of your professor and course.
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 the top left.
You're unable to see multiple questions	New questions will appear below older questions. To see new questions after your teacher opens them, simply scroll down. If new questions don't appear after you scroll down, try refreshing your page
You're unable to see the session posted by the instructor	This might happen because you're registered in a section of the class where the session hasn't been opened. 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 open the session within the section you're enrolled in.
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 webpage	Check that you have not lost Wi-Fi connectivity. If you have, try to restore connectivity first. Close and reopen the Squarecap window.

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