• LMS troubleshooting

    In this article, you'll find some basic troubleshooting to help you handle some of the most common issues when using Edpuzzle with an LMS.

     #1) I can't log in and I'm using Safari

    Safari has a feature called “Prevent cross-site tracking.” This feature prevents LMS' from being able to connect to Edpuzzle and can generate multiple errors such as not being able to sign in.

    If you're using Safari on Mac:

    1. Open Safari.
    2. From the top bar, click on "Safari" and then on "Preferences..."
    3. In the new window, go the "Privacy" tab.
    4. Uncheck the "Prevent cross-site tracking" option.
    5. Log out of your LMS and close Safari.
    6. Open Safari again and log in to your LMS.

    If you're using an iPhone or iPad:

    1. Go to the "Settings" app.
    2. Scroll down and look for Safari. Tap it.
    3. Look for the "Privacy & Security" section. 
    4. Toggle off the "Prevent cross-site tracking" option.

    #2) I can't log in and I'm not using Safari OR #1 didn't work

    Please make sure that you have cookies and pop-overs enabled by following the steps mentioned here: I can't log in / sign up. 

    #3) I can't connect Canvas with Edpuzzle: Canvas Invalid Domain 

    This issue occurs when the Canvas domain that has been registered to Edpuzzle doesn't match the actual domain on Canvas. 

    The Canvas domain is the URL address that refers to the accounts for a specific school. It sometimes looks like: "yourschoolname.instructure.com" but can take other forms in some configurations.

    Please contact support@edpuzzle.com with the following information:

    • Your consumer key.
    • The correct Canvas domain.

    To find your Canvas domain, please open your Canvas account and look at the browser’s address bar. That URL is the domain.

    To find the consumer key, follow these steps:

    1. In Edpuzzle, visit your Profile.
    2. Go to the "School" tab.
    3. Scroll down to the section "LMS LTI integration" and select Canvas from the LMS drop-down. 
    4. The consumer key will appear below the domain field.

     

    If the error you're experiencing isn't listed here or you need any further assistance, please get in touch with us at support@edpuzzle.com.

  • YouTube videos are blocked or restricted.

    If you or your students are having trouble accessing YouTube videos through Edpuzzle, take a look at this list of common issues and their solutions.

    Issue #1: Your school is using a filter

    If you get a white screen, sad face or a message that says “The connection was reset” when trying to watch a video, then your school needs to whitelist www.youtube.com for teachers and www.youtube-nocookie.com for students.

    Contact your IT admin, and share our article on how to whitelist YouTube at your school as well as our spec sheet with them.

    If this isn’t possible, you can assign the videos to watch at home, where your students will use their own internet connection.

    Finally, you can always record and upload your own videos in “My Content” > “Add Content” > “Upload a video.”

    Issue #2: Restricted mode

    If you get a message that says, “Video unavailable. This video is restricted. Try signing in with a Google Apps account,” you’ll need to check the following:

    1. Make sure you approved the video on YouTube while logged in with your teacher account.
    2. Log into YouTube with your teacher account and turn off restricted mode (at the bottom of your profile icon’s drop-down menu).
    3. Have your students log in to youtube.com using the email address associated with their school accounts. Double-check that they’re not logged in with their personal account at accounts.google.com, and make sure they’re logged in on their Chromebooks or Chrome browser with their school account.
    4. Share the Edpuzzle spec sheet with your IT admin to make sure there are no filter issues.

    Issue #3: Student still can’t see videos even after following the steps in issue #2

    Very rarely, some students aren’t able to view YouTube videos on Edpuzzle because of their channel configurations on YouTube. Your student will need to do the following:

    1. Visit https://www.youtube.com/account_advanced.
    2. Scroll to the bottom of the page and click the “DELETE CHANNEL” button. This should solve the issue!

    Issue #4: Other restrictions

    Occasionally, you may see a message that says, “This video contains content from [...]. It is restricted from playback on certain sites…” Unfortunately, this means that the video is restricted for third-party sites, so you won’t be able to view it on Edpuzzle.

    If you see the YouTube sad face and get a message that the content is unavailable, this could be because of copyright issues, geographic restrictions or because the uploader removed the video. It’s not possible to view the video in these cases.

    If YouTube isn't an option at your school:

    1. You can upload your videos directly to Edpuzzle. You can do this by going to "My Content" > "Add Content" > "Upload a video." Uploaded videos won't be blocked. Watch this video to learn more: https://www.youtube.com/watch?v=zTngcULHIKU&t.
    2. You can flip your class. This means that you assign the videos to watch at home and you get more time in the classroom.
  • Why are all my answers appearing as correct in my multiple-choice questions?

    When creating multiple-choice questions, we suggest double-checking that the correct and incorrect answers are properly tagged with a green check mark or red "X". You can do so by following these steps: 

    From the video edit page before assigning

    To double-check this, once you've created your multiple-choice question and written down the selection of answers, look through them one-by-one and see if the green check and red "X" match what you intended. 

    Editing after adding the question and assigning the video

    To update a multiple choice question after it's been assigned, you'll need to delete the assignment and reassign it after you make the edits. 

    Hopefully the answers and grading match up now!

    If you've tried the steps above and are still seeing the issue, please reach out to us at support@edpuzzle.com. 

  • I'm missing some of my Google Classroom students on Edpuzzle, or they're asking for a class code.

    If you're using Google Classroom, you don't need a class code. Our Google Classroom integration automatically imports your students so they can log in and access your assignments automatically.

    If your students are asking you for a class code, one of the following issues may be occurring: 

    1. Your student didn't log into Edpuzzle with the same email as their Google Classroom email.

    To fix this, tell the student to log into Edpuzzle with Google and select the email address associated with their Google Classroom account. Make sure they've logged out of their original account and are not automatically logging back into the wrong account.

    2. Your student created a new account by accident and used an email address different from their Google Classroom email.

    Similar to the above solution, tell the student to log into Edpuzzle using Google login and selecting the email address associated with their Google Classroom account. There's no need to delete the new account they created, as it will automatically be deactivated if not used. 

    3. The student wasn't in your Google Classroom roster when the class was imported.

    To update your student list to reflect your current classroom enrollment, click on the classroom where the student is located. Click the "Students" tab, and on the right, click on the "Import students" button. Once updated, the student should be able to access their assignments by signing in with the same email they use for Google Classroom.

    Note: Check that the student is logged into the same email they use for Google Classroom. If the student is not enrolled in Google Classroom, you will need to first add them there.

  • I can't import my Google Classroom classes to Edpuzzle.

    If you can't import your classes from Google Classroom, there could be a problem with Google’s permissions. 

    Usually, this occurs when your Google account's permissions for Edpuzzle have expired. The end result is that Edpuzzle isn't able to access the information from your Google Classroom account.

    We need you to contact your IT admin and request that they reset your Google Classroom permissions for Edpuzzle. Here are the steps to do so:

    From the Google Admin site, you should select the affected user's account > Security > Connected Applications > Remove Edpuzzle permissions. Once deleted, they can log back in. They'll be prompted to click the “allow” permission button to access Google Classroom and everything will re-sync perfectly.

  • I can't find my verification email.

    Verifying your email address is an important security measure that ensures that the student progress data stored in your account is safe and allows Edpuzzle to comply with local and international security policies.

    If you've requested a verification email but haven't received it, please try the following:

    1. Check the spam folder and quarantined folder for the email address you used to create your Edpuzzle account.
    2. Check your account settings to make sure you're using the correct email address: https://edpuzzle.com/profile
    3. If your school uses two emails, one for logins and one for messaging, make sure you're using an email that can receive messages.
    4. Wait 30 minutes to an hour – sometimes the email takes a little longer to get to you.

    If you've tried the steps above or your Edpuzzle account email is one that can't receive emails, you'll need to change your email to one that can. Check out our article on how to change your account email for more information. 

    Note: Changing your account email doesn't affect the integration with Google Classroom. 

  • I can't log in / sign up.

    To log in to Edpuzzle, you need to make sure that your browser allows cookies and pop-ups.

    Cookies store information directly on your web browser, and you need them to log in or sign up with Edpuzzle. Cookies are enabled by default for most browsers, but you’ll need to check to make sure.

    To make sure cookies are enabled, you need to check your browser's security settings. To do so, follow these steps for your browser:

    1. Google Chrome: https://support.google.com/accounts/answer/61416?co=GENIE.Platform%3DDesktop&hl=en
    2. Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
    3. Safari: https://www.whatismybrowser.com/guides/how-to-enable-cookies/safari
    4. Internet Explorer: https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

    Also, make sure third-party cookies are enabled for accounts.google.com if you use Google Sign in.


    Edpuzzle uses
    pop-ups when interacting with other websites, like when you sign in with Google. To authorize pop-ups, follow the steps below for your browser:

    1. Google Chrome: https://support.google.com/chrome/answer/95472?co=GENIE.Platform%3DDesktop&hl=en
    2. Firefox: https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting
    3. Safari: https://www.technipages.com/safari-popup-blocker
    4. Internet Explorer: https://support.microsoft.com/en-us/help/17479/windows-internet-explorer-11-change-security-privacy-settings


    Sometimes,
    browser extensions can block some of our features. You can test how Edpuzzle should work without any extensions by following these steps:

    1. On Google Chrome, open an incognito window and visit Edpuzzle. To open an incognito window, press Ctrl + Shift + N. If you’re using a Mac, press Shift + Command + N.
    2. On Firefox, start in Safe mode and visit Edpuzzle. To start Safe mode, follow these instructions: https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode

    If everything worked using an incognito window or safe mode, we recommend that you test and disable your extensions to find out which one is causing the issue. Every browser allows you to disable and enable each extension individually:

    1. Chrome: https://support.google.com/chrome_webstore/answer/2664769?hl=en
    2. Firefox: https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons
    3. Safari:  https://support.apple.com/en-us/HT203051
    4. Internet Explorer: https://support.microsoft.com/en-us/help/17447/windows-internet-explorer-11-manage-add-ons


    Finally, if you’re still experience issues logging in, we recommend clearing your browser’s
    cache to delete any old data that might be interfering. Follow these steps to do so:

    1. Google Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
    2. Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
    3. Safari: https://kb.wisc.edu/page.php?id=45060
    4. Internet Explorer: https://kb.wisc.edu/page.php?id=15141

     

    If your browser doesn’t appear on this list or you're still not able to sign in to Edpuzzle, just email us at support@edpuzzle.com and we'll look into the issue for you!

  • How do I recover a deleted student or class?

    Once a class or a student has been deleted, we can't recover that data due to security reasons and our privacy policy.

    We're truly sorry, but student data privacy is our number one priority. We hope you understand!

    If you want to help a student get started again, you just need to share the class code with them or click the "Import students" button if you're using Google Classroom. 

    We appreciate your patience and commitment to the safety of your students' information!

     

  • Issues with Google Sign-In, YouTube, audio notes, etc.

    Working with videos, audio, and third-party services like Google Classroom may be challenging on networks with strong content filters and strict cookies policies.

    That's why if you have technical issues – especially with YouTube videos, audio notes, Google Sign-In and Google Classroom – we recommend contacting your school's IT admin and sharing the Spec Sheet. If they have any questions, please have them reach out to support@edpuzzle.com.

  • Can I create a video playlist or merge two videos?

    Unfortunately, this feature isn't available on Edpuzzle at the moment, but we do have a suggestion!

    We recommend changing the title of the videos and adding indicators at the end like "Part 1 of 3," "Part 2 of 3," etc. By doing this, students will know how many videos they have to watch and which order to watch them in.

  • Can I view Edpuzzle in another language?

    Edpuzzle is currently only available in English. However, we designed Edpuzzle with the hope that users from all over the world would be able to use the site without worrying about language barriers, allowing you to use videos in any language that you choose.

    In the future, we would love to translate Edpuzzle into as many languages as possible!

  • Are there any copyright issues with Edpuzzle?

    Copyright & YouTube

    Edpuzzle streams videos from YouTube using their embed APIs, which means that we (you included) are in compliance with YouTube's terms of service. If a video is removed from YouTube for copyright infringement, it will also automatically be removed from Edpuzzle. 

    The original video still accumulates YouTube views when it's watched on Edpuzzle, because we don't use the auto-play embed. This means that the user has to click "play" in order to watch the video and it's verified that someone is actually watching it (and it's not just automatically playing).

    Through YouTube's embed API, ads aren't shown, but pop-up banner ads may still appear in the Edpuzzle video. This is important if the owner of the video is making money from advertisers, to assure their video content and ads are being seen. Again, this is in compliance with YouTube regulations, as long as the owner isn't making money directly off of video content that you don't own.

    How to report copyright infringement

    Our policy per our Terms of Service is to respond to notifications of alleged copyright infringement according to the Digital Millennium Copyright Act. If your copyright-protected work was posted on Edpuzzle without authorization, you may submit a copyright infringement notification. The fastest and simplest way to submit a copyright takedown notice is through the form attached to the bottom of this article. You'll need to fill it out, sign it and email it to us at privacy@edpuzzle.com.

    Make sure to consider whether fair use, fair dealing, or a similar exception to copyright applies before you submit the form. These requests should only be sent by the copyright owner or an agent authorized to act on the owner's behalf. 

    If users upload videos that violate copyright laws, we'll remove the videos and will be forced to delete the accounts of users with multiple violations (or even first-time offenders, if deemed appropriate).

    Questions? You can find the contact information for our copyright agent here or email our support team at support@edpuzzle.com.   

     

  • I'm having issues uploading my videos.

    Currently, you can't upload videos from iPads due to a documented iOS issue between the communication of the gallery and the browser on iOS devices. We suggest using another device. You can go directly to https://edpuzzle.com/ from your laptop or desktop computer and upload videos from there!

    If you're having trouble with your browser, this could be due to your internet connection, temporary server issues or the size or format of the video.

    One important note is that videos cannot exceed 1GB.

    If you're following these rules and your connection seems to be working, but you're still having problems, feel free to contact us at support@edpuzzle.com with the original video file and we'll take a look. If the video is too large to be attached, please send us a Dropbox or Google Drive link. 

  • The "Prevent Skipping" feature isn't working.

    If you selected "Prevent Skipping" but it seems like your students were still able to skip parts of the video, don't worry!

    The student is probably using a smartphone or a tablet to watch the lesson. It's harder to track the students when they use these devices, which is why we have apps for iOS and Android. Make sure the students use one of the following: 

    1. iPhone and iPads: iOS App

    2. Android Smartphone or Tablet: Android App

    3. Laptops: Chrome, Firefox or Safari (latest version)

    If they're using these correct devices and versions, progress should be tracked much more effectively. If you continue to have this problem, please let us know at support@edpuzzle.com and we'll take a look!

  • The video I uploaded is blurry or the sound is distorted.
    If the video is blurry, the sound is distorted or you're having an issue with the video or audio of a video you uploaded, it may due to a new feature Chrome has enabled for computers without a graphical card. 
     
    If you're more tech-savvy, you can follow the instructions below, or send this article to your IT team so they can help. The feature can be disabled by doing the following:
     
    1. Go to this webpage: chrome://flags/ (Just copy and paste it into your browser as if it were a normal webpage.)
    2. You'll see a search bar at the top, click on it and search for "Hardware-accelerated video decode" (without the quotation marks).
    3. The option "Hardware-accelerated video decode" should appear with an "Enabled" blue tab on the right. Click on the blue tab and select "Disabled."
    4. It will then ask you to relaunch the browser to apply this change. Click the "Relaunch Now" button at the bottom.
    5. Done! Now please check if the video is working when using Chrome.
    Please note that this particular issue only applies to Chrome browsers.
     
    If this doesn't solve the issue, don't hesitate to contact us at support@edpuzzle.com and we'll be happy to help. When you write to us, please follow these steps:
     
    1. Visit chrome://gpu/ 
    2. You'll see lots of information here – don't worry. Click on "Copy Report to Clipboard."
    3. Send us what you just copied to the clipboard and let us know which device you use.
  • How do I allow access to my microphone? I can't record audio notes or voiceovers.

    In order to record audio for your video lesson, you need to enable your computer's microphone. If you have the microphone blocked by default and need to enable it, click on the link below for the browser you use.

    Chrome: https://support.google.com/chrome/answer/2693767?hl=en

    Firefox: https://support.mozilla.org/en-US/questions/1168156

    Internet Explorer: 

    https://content001.bet365.com.au/help/docs/FAQ/English/InternetExplorerFAQ.pdf

    Safari: https://support.apple.com/en-gb/guide/safari/websites-preferences-ibrwe2159f50/mac

    Microsoft Edge: https://privacy.microsoft.com/en-us/windows-10-camera-and-privacy

    If you're still having trouble enabling your microphone, contact support@edpuzzle.com and we'll do our best to help!

  • I can't find my school on Edpuzzle.

    If you can't find your school when you're signing up for Edpuzzle, you can always enter your school name into our database!

    Just type in your school name in the "Choose your school" window and if no results come up, click the "Add new school" option. You'll be prompted to enter your school's city, and then you'll be all set! Your colleagues will easily be able to join this school so you can start collaborating.

  • Can I watch videos offline?

    Right now videos on Edpuzzle aren't available without an internet connection. An internet connection is necessary so that teachers can see their students' progress as they complete a video lesson. We track all the information on our servers so teachers can follow the activity of their students without any delay. 

    We also monitor users' internet speed to adjust video quality and ensure that users have the smoothest experience possible with their connection. 

    We'll explore the option of offline viewing in the future, but at the moment, make sure that students are connected to the internet when they complete their assignments.

  • I assigned a video to a class and now I can't find it.

    If you can't find an assigned video in the "My Classes" tab, make sure you've looked in both the "Due Assignments" and "No Due Date" sections within "My Classes." 

    If you find your video in the "No Due Date" section and you'd like it to have a due date, you can add one by clicking on the video and then clicking "Change" in the due date section on the right side of the page.

    If you still can't find your video, please contact us at support@edpuzzle.com with the title of the video and the class it should be assigned to. We'll do our best to find it for you!

     

  • My students' progress isn't appearing.

    To see your students' progress on a video, that video must be assigned to a class and your students must be using the proper type of device to watch it.

    It's possible to share a video without assigning it, but you won't be able to see students' progress. If you want to assign a video, embed to an external site, and track progress, you can do so by following these steps:

    1. Assign a video to a class.
    2. Go to the "My Classes" tab and click on the assignment.
    3. Click "Share assignment" on the right side of the page.
    4. Use the public link or embed code to post it to your site. 

    Note: When students use these links or go to your external site, they'll be asked to log in so we can identify who is doing the assignment before they can watch the video and answer the questions. Students must have an Edpuzzle account for this option.

    Another reason that your students' progress might not be showing up is if they're not using the right tools. We usually recommend that students watch videos using:

    1. iPhone and iPads:  iOS App

    2. Android Smartphone or Tablet: Android App

    3. Laptops and desktop computers with Chrome (latest version)

    If you've assigned a video and your students are using the correct type of device, but you still don't see their progress, please email us at support@edpuzzle.com and we'll look into the issue!

  • Why can't I see my colleagues in the school channel?

    If your colleagues' content isn't showing up and their name seems to be missing from the list of teachers on your school channel, there could be a few different reasons why:

    They haven't verified their email address

    In order to view a colleague's content folders on your shared school channel, they'll have to verify their email first. They can do this by logging into Edpuzzle and clicking "Resend Link" in the blue banner at the top of the screen. If they can't find the email, they may be looking in the wrong inbox, or it may have been sent to their spam folder. Check out our article on email verification for more details. 

    They're not registered at the same school

    If your colleague has verified their account, you might want to check which school they're registered in. Go to the "School" section of your profile and confirm that your schools are the same. You can reach this section by clicking the circular profile icon in the upper right corner of the page, then selecting the "School" tab. Read our article on how you can change your school for more information.

    They don't have an Edpuzzle account

    Don't panic! This is totally fixable. Send them an invite using your referral link, and they'll even get bonus storage once they register and verify their account with it. As a bonus, check out our article on how you can refer your colleague and earn extra storage space at the same time. 

  • Students are in the wrong class in my Gradebook on Edpuzzle.

    When you assign an Edpuzzle lesson to multiple classes, we create different assignment links for each class. This means that when you share an assignment link, the URL will be unique to the class. If your student receives a link to an assignment for the wrong class, they could get added to that class instead of their own.

    To find the correct URL for each class you shared the video with: 

    1. Go to the "My Classes" tab and select a class.
    2. Click on your assignment, and select "Share assignment." This will give you the URL for that specific class's assignment.
    3. Do the same thing with each of your classes to find their unique link.

    If you'd like to remove students who are in the wrong class:

    1. Go to "My Classes" > "Students."
    2. Select the students you need to remove.
    3. Click "Remove from class."
  • My student created a teacher account by mistake.

    While it's not possible to turn a teacher account into a student account, if you have a student who accidentally created a teacher account, tell them to go to https://edpuzzle.com/logout and then sign up as a student.

    Edpuzzle allows you to have a teacher account and a student account with the same username/email, so this won't affect their ability to create a student account.

    If a student wants to delete their teacher account, they can do so from the profile page of the teacher account by going to the "Account" tab in their profile and clicking "Delete" at the bottom of the page. Log in and click here to go to your profile settings: https://edpuzzle.com/profile.

     

  • How can I report inappropriate content?

    If you find content that shouldn't be on Edpuzzle, there are a few things that we need to check first before taking it down.

    If you found the video on the YouTube channel or another public channel:

    While we do filter out some videos in these channels, we can't completely control the content coming from these sites. Fortunately, the Edpuzzle video library is only available for teachers, and students will only see the videos that you assign them. This means that you as a teacher will be the filter for your students' content.

    If you found this video in the Edpuzzle library:

    Please contact us by emailing support@edpuzzle.com. Let us know the title of the video or the name of the teacher who created it. We'll review the video and remove it if it violates our terms of use.