Troubleshooting
Common issues and solutions for the AI Education Pilot platform.
Document Processing Issues
Document stuck on "Processing"
If a document remains in processing for more than 10 minutes:
- Try deleting and re-uploading the document
- Ensure the file is not corrupted
- Check that the file size is within limits (usually 10MB)
Document processing failed
Common causes:
- Scanned PDFs without OCR text layer
- Password-protected files
- Corrupted file formats
AI Grading Issues
Grades seem inaccurate
- Review and update your rubric settings
- Add more specific custom instructions
- Ensure model answers are provided for complex questions
- You can always manually override grades
Feedback not generating
- Check the feedback status in the Feedback section
- Try clicking "Retry" on failed feedback
- If issues persist, contact support
Student Access Issues
Student can't join with access code
- Verify the code hasn't been regenerated
- Check for typos in the code
- Ensure the student is entering it at the correct URL
Student not seeing questions
- Verify questions are approved (not pending)
- Check if questions are set to visible
- Have the student refresh their page
Account Issues
Verification email not received
- Check spam/junk folder
- Add our email domain to your whitelist
- Request a new verification email from the login page
Can't log in
- Use the "Forgot Password" feature to reset
- Ensure your email is verified
- Clear browser cache and cookies
General Tips
- Refresh the page - Many issues resolve with a simple refresh
- Clear cache - Try clearing browser cache if issues persist
- Try another browser - Some issues are browser-specific
- Check internet connection - Ensure stable connectivity
Still need help?
If you're experiencing an issue not covered here, please contact our support team. Include:
- A description of the problem
- Steps to reproduce the issue
- Screenshots if applicable
- Your browser and device information