Occasionally, users may encounter a red spinning wheel when trying to access books. These are the troubleshooting steps we recommend you take when you see a red spinning wheel. 

 

1) Check whether this is happening on a specific page of a specific book, or whether it's happening regardless of book/page. 

  • If you suspect this is happening for just a specific page, please email portals@lab-aids.com with the specific book name and the page number(s). This means a page is corrupted. We can work to resolve that.
  • If it's happening for all books/pages, please proceed to the next steps. 

 

2) If the issue is happening regardless of book/page, then we recommend you clear your cache and perform a hard reload:

  • In Google Chrome (Windows):
    • Press F12 so the Developer Tools window pops up on the right side of the screen. Do not do anything with the Developer Tools. 
    • After pressing F12, right click on the "refresh" circular arrow wheel next to the URL bar and click "Empty Cache and Hard Reload". . 

 Press F12 for developer tools, then right click the arrow next to the URL bar and click "Empty Cache and Hard Reload"

  • In Google Chrome (MAC):
    • Hold down the Shift button and click the Reload button, or hold down Cmd and Shift, and then press R. 
  • Firefox (Windows)
    • Hold the Ctrl key and press F5, or hold down Ctrl and Shift and then press R. 
  • Firefox (MAC)
    • Hold down the Shift button and click the Reload button, or hold down Cmd and Shift, and then press R.   
  • Internet Explorer (Windows)
    • Hold down the Ctrl key and press the F5 key, or hold the Ctrl key and click the Refresh button.

 

3) If clearing your cache / hard reload doesn't work, try logging in with a different browser. 

  • For example, if you're seeing the red spinning wheel in Chrome, try logging in using Firefox, Edge, Explorer, Safari, etc. and let us know whether you still see the red spinning wheel in one of those other browsers. 
  • We can still troubleshoot the browser experiencing the red spinning wheel, but knowing whether you're able to access content in a different browser will help us narrow down the problem. 

 

4) If the above steps don't work, please email portals@lab-aids.com with the following information to help us troubleshoot: 

  • Does this issue occur in the app or in a browser?
    • If browser, which browser is showing the red spinning wheel?
    • Can you log in with a different browser and access content successfully? If so, which browser is successful? 
  • What device is being used (PC, iPad, tablet, Chromebook, Mac, etc.)?
  • Does this happen with specific devices, or does it happen with all devices?  (i.e. does it happen with only three Chromebooks issued to three specific students, or does it happen with all devices?

Basically, tell us as much a you can about how you're accessing the book, what you've tried so far, and what triggers / doesn't trigger the problem. The more information you can send, the more helpful it will be for troubleshooting.