Troubleshoot issues on iPad

Quick steps to fix most errors

If a student runs into problems while using a Scientific Learning component on iPad—for example, the component stops responding or does not work properly—try these tips, in this order. If you're running multiple Scientific Learning components, close them all before using any of them again.

1. Check the Internet connection on the studen’ts iPad. If the connection is lost, restore it. See mySciLEARN connection errors.
2. Exit the component, if possible, then open it again.
3. If you can't manually exit the component, press the Home button on iPad, then open the component again.
4. Close the component from the Multitasking screen, then open it again. See Close apps using iPad Multitasking.
5. Restart iPad (press and hold the Sleep/Wake button on iPad until the red slider appears, drag the slider to turn iPad completely off, then turn iPad on again).
6. If you are using an earlier version of iPad software, try updating to the latest version. Apple is continually improving iPad software and updating to the latest supported iOS may resolve the issue.

If these steps do not resolve the issue, review the rest of the information in this topic. You can also visit Apple Support for more tips. If you require further assistance, contact Carnegie Learning Customer Support.

Close apps using iPad Multitasking

In general, mobile digital devices such as iPad manage applications differently than computers do. For example, most computers provide a large desktop area for you to view and manage multiple software applications at the same time—such as a web browser, word processor, media player, and more. iPad, on the other hand, provides Multitasking as a way to view and manage all of your active software apps from one location. Multitasking allows you to switch quickly among recently used apps by suspending those apps in the background instead of closing them:

If a student runs into issues while using a Scientific Learning component—for example, it stops responding or does not work properly—you can try closing it from the Multitasking screen and then opening it again. If you're running multiple Scientific Learning apps, close them all before using any of them again. Visit Apple Support to learn more about Multitasking.

From the Home screen, double-click the Home button to open the Multitasking screen, then continue based on your iOS version:

• iOS 7 and later: Swipe left or right/up or down as needed to locate the Scientific Learning components, then drag each Scientific Learning component up from the Multitasking screen to close it. (Note that the Foundations I, Foundations II, and Reading Assistant Plus components only work on iOS 11.3 and later.)
• iOS 6: Touch and hold a Scientific Learning component until the icons in the Multitasking bar begin to jiggle, then tap the minus sign on each Scientific Learning component to close it.

mySciLEARN connection errors

The Scientific Learning components use the Internet to communicate with mySciLEARN during training sessions. If iPad cannot access the Internet, the components will not work properly and you may see one of the following error messages. If you continue to experience issues after restoring your Internet connection, see Other known issues or try following the tips in Quick steps to fix most errors.

Unable to access mySciLEARN. Please check your Internet connection and try again. When a Scientific Learning app is opened, it shows this message if it cannot access the mySciLEARN server. Tap OK to close the message, then press the Home button and check your iPad Internet connection.

Unable to continue this session because the connection to mySciLEARN was lost. Please check your Internet connection and try again. This message appears when the mySciLEARN server connection has been lost for more than a few minutes during a session. Tap Exit to cancel the session. Some of the student's recent data may be lost.

mySciLEARN connection lost. Reconnect to the Internet or this session will be lost. If a Fast ForWord component loses access to the mySciLEARN server during an exercise session, the exercise Exit button becomes a red network icon. When this icon appears, tap it to open the Status screen, review the message, and correct the issue as needed:

• Exit the Fast ForWord session on iPad and check the Internet connection, then press the Home button and reconnect iPad to the Internet.
• If the Internet connection will be restored within a minute or two, you can tap Return on the Status screen to let the student keep working. However, if the connection is not restored soon, the Fast ForWord app will automatically cancel the session.

mySciLEARN connection lost. Reconnect to the Internet and try again. If the problem continues, ask for help. This message includes a Retry button that lets you try to reconnect to mySciLEARN after restoring the connection. If you are unable to reconnect after several attempts, try exiting and restarting the component.

Reading Assistant Plus issues

Performance issues

No known performance issues; however, if you run into any, you can always try closing any other apps while running the component. See Close apps using iPad Multitasking.

Audio issues

Very rarely, when first opening the component on iPad, the audio may sound slightly distorted and include static. This is likely related to the audio playback within the browser, and can usually be corrected by unplugging the headphones and restarting the device. See Quick steps to fix most errors. If this doesn’t work, look at Settings on the student’s iPad and make sure that Bluetooth is turned off, then start Reading Assistant Plus again. If the problem continues, contact Carnegie Learning Customer Support.

Other known issues

While using the Scientific Learning components on iPad, you may run into a few minor issues. Use the following tips to resolve the issues and continue using the component. If you continue to experience issues, try following the tips in Quick steps to fix most errors.

Sometimes when I am working on an exercise, the iPad goes to sleep. This may happen for a few of the exercises that have longer times between user interactions. To resolve the issue, set the iPad to remain unlocked for 2 minutes or longer. See your iPad documentation for steps.

Sometimes when I tap on the iPad screen, it does not seem to register. This issue occasionally occurs on iPad in general, when using an earlier version of iPad software. Apple has improved iPad software and updating to the latest supported iOS should resolve the issue.

"Loading, please wait" message remains on the screen for more than a few minutes. To resolve the issue, press the Home button and then open the app again.

After restoring the Internet connection, I see the message "Unable to access mySciLEARN. Please check your Internet connection and try again." Tap OK to close the message. If the Internet connection has been restored, you should be able to continue using the component.