What to do if you get an error message or have other problems with the app

If you are getting an error message, the most likely reason is that L.E. has temporarily lost connection. Sometimes trying again right away will work! This is a new app, we're still finding all of the ways that our learners are going to use it. Sorry for the trouble.

The App won't work yet if you don't have an internet connection, and it might be timing out, especially with videos, if the connection is very slow or spotty. If you DO have a good internet connection, often force closing out the app and then re-opening it will do the trick.

Please do not uninstall the app in an attempt to troubleshoot. This will reset your onboarding process and require you to go through the same flow you did when you first opened the app.

I'm stuck and can't move forward. What should I do?

If you get stuck and can’t move forward, try restarting the app or logging out and back in. If the issue continues, please reach out to support so we can help you get back on track.

If you're stuck in a dialogic session without a Continue button or in a repeating loop, see the How do I move forward if L.E. doesn't give me a continue button? article.

What do I do if L.E. isn't responding?

If L.E. isn’t responding, try refreshing the app or logging out and back in. If the issue continues, please contact support.

The app crashed in the middle of an activity, what do I do?

If the app crashes, simply restart it and log back in. If the issue continues or you're unable to continue your lessons, please contact support and share any error details so we can help resolve it.

What do I do if a video didn't play?

If a video doesn’t play, try restarting the session or checking your internet connection. If the issue continues, please contact support for assistance. You can also ask L.E. to present the information to you in a different way so that you can get the information that you would have gotten from the video.