First, open PRONTEST in a regular browser and check whether you can study using the same account. What to check depends on whether the problem also occurs in the browser or only when opening from the home screen icon.
Who should do this: the person using the web app added to their home screen or desktop.
Compare by opening in the browser
- Make a note of the error text and the time it occurred.
- Close the web app.
- Open the browser you used to add the icon, such as Safari, Chrome, or Edge, and access the learning site below.
- If you are asked to log in, use your usual registration method to log in. Check whether the learning material you want opens.
If you can use it in the browser
You can study in the browser in the meantime. Reopen the web app and log in with the same account. You may also need to log in again within the web app.
If the error occurs only in the web app, do not delete the icon right away. Send the information below to support.
If you cannot use it in the browser either
- If other websites do not open either: Check your network connection. On a school or company network, ask the person responsible for managing it about connection restrictions.
- If you cannot log in: Check the registration method and account you used. If you still cannot log in, also tell support the login error.
- If an access permission message appears when you open learning material after logging in: Check your purchase or license status. Do not purchase again solely because an error appears.
- If it stops after opening the learning screen: See “If the screen stops progressing when you start recording” or the article for your device.
What to include when contacting support
Include your device and OS, the browser used to add the app, the error text, and whether it works in the browser. If you installed the app from a store, also include the store name and app name. Do not send your password or the full license code.
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