Quick Troubleshooting
Before diving into specific issues, try these universal fixes:
Login & Authentication Issues
Can't Log In with Email/Password
Check your email address
Ensure you're using the exact email address you registered with. Email addresses are case-sensitive in some systems.
Reset your password
Click "Forgot Password" on the login page and enter your email. Check your inbox and spam folder for the reset link.
Verify your email
If you recently signed up, check for a verification email. Click the verification link to activate your account.
Password reset flow
Screenshot showing the password reset process
/images/help/troubleshooting-password-reset.pngGoogle Sign-In Not Working
Check popup blockers
Google Sign-In uses a popup window. Ensure your browser allows popups from classroompulse.io.
Clear Google cookies
Sometimes stale Google authentication cookies cause issues. Clear cookies for google.com and try again.
Try incognito mode
Open an incognito/private window and try signing in. This rules out browser extension conflicts.
Multiple Google Accounts
Session Expired Unexpectedly
Sessions expire after 30 days of inactivity for security. If you're being logged out more frequently:
- Check if "Remember Me" is enabled during login
- Ensure your browser isn't set to clear cookies on close
- Privacy extensions like Privacy Badger may block authentication cookies
- If using Safari, check that "Prevent cross-site tracking" isn't blocking necessary cookies
Data Sync Issues
Data Not Appearing Across Devices
Classroom Pulse syncs data in real-time through the cloud. If data isn't appearing on another device:
Check internet connection
Ensure both devices are connected to the internet. Data logged offline will sync once connection is restored.
Verify you're logged into the same account
Check the account email in Settings → Account on both devices. Different accounts have separate data.
Force refresh
Pull down to refresh on mobile, or press Ctrl/Cmd + Shift + R on desktop to force a full page reload.
Data sync indicator
Screenshot showing the sync status indicator
/images/help/troubleshooting-sync-indicator.pngOffline Data Not Syncing
Offline Mode Behavior
If offline data isn't syncing after reconnecting:
- Keep the app open for a few minutes after reconnecting
- Check the sync indicator in the top navigation bar
- Try navigating to the Dashboard to trigger a sync
- If data still doesn't sync, contact support with the approximate time of the entries
Don't Clear Browser Data
Duplicate Entries Appearing
Duplicate entries can occur due to sync issues. Here's how to handle them:
- Navigate to the behavior log and identify duplicates by timestamp
- Delete the duplicate entries manually
- If duplicates keep appearing, contact support for assistance
PWA Installation Issues
Classroom Pulse can be installed as an app on your device for quick access and offline capabilities.
iOS (iPhone/iPad) Installation
Open in Safari
The app must be opened in Safari—it won't work in Chrome or other browsers on iOS for installation.
Tap the Share button
Tap the Share icon (square with arrow pointing up) at the bottom of Safari.
Select "Add to Home Screen"
Scroll down in the share menu and tap "Add to Home Screen." Give the app a name and tap "Add."
iOS PWA installation
Screenshot showing iOS installation steps
/images/help/troubleshooting-ios-install.pngAndroid Installation
Open in Chrome
Open Classroom Pulse in Google Chrome on your Android device.
Look for the install prompt
A banner should appear at the bottom saying "Add Classroom Pulse to Home screen." Tap "Install."
Or use the menu
If no banner appears, tap the three-dot menu → "Add to Home screen" or "Install app."
Android PWA installation
Screenshot showing Android installation steps
/images/help/troubleshooting-android-install.pngDesktop Installation (Chrome/Edge)
Look for the install icon
In the address bar, look for an install icon (typically a + or computer icon on the right side).
Click "Install"
Click the icon and confirm installation. The app will open in its own window.
PWA Not Installing?
Browser Compatibility
Supported Browsers
| Browser | Minimum Version | Status |
|---|---|---|
| Google Chrome | 90+ | Fully Supported |
| Microsoft Edge | 90+ | Fully Supported |
| Safari | 14+ | Fully Supported |
| Firefox | 88+ | Limited PWA |
| Internet Explorer | Any | Not Supported |
Keep Your Browser Updated
Common Browser Issues
Firefox PWA Limitations
Firefox doesn't support PWA installation on desktop. Use the web version or switch to Chrome/Edge for app installation.
Safari Private Browsing
Private browsing mode in Safari limits local storage. Offline features and some preferences won't persist in private mode.
Brave Browser Shields
Brave's privacy shields may block some features. Add classroompulse.io to your shields exceptions for full functionality.
Performance Issues
App Running Slowly
Check your internet connection
Run a speed test. Classroom Pulse requires a stable connection of at least 1 Mbps for optimal performance.
Close unnecessary tabs
Too many open tabs consume memory. Close tabs you're not using, especially those with videos or complex web apps.
Clear browser cache
Accumulated cache can slow things down. Clear your browser cache (Settings → Privacy → Clear browsing data).
Disable browser extensions
Some extensions interfere with app performance. Try disabling extensions or using incognito mode.
Reports Taking Too Long to Generate
Report generation time depends on the amount of data being processed:
- 1-30 days of data: Should complete in under 10 seconds
- 30-90 days of data: May take 10-30 seconds
- 90+ days of data: May take up to a minute
Tip
Mobile Device Performance
If the app is slow on your phone or tablet:
- Close other apps running in the background
- Restart your device if it's been running for a long time
- Ensure you have at least 500MB of free storage space
- Install the PWA for better performance than the browser version
Billing & Subscription Issues
Payment Failed
Payment failures are usually due to:
- Insufficient funds in your account
- Expired or cancelled card
- Card issuer blocking the transaction
- Incorrect billing information
To resolve: Go to Settings → Billing → Update Payment Method and enter your current card details.
Update payment method
Screenshot showing how to update payment method
/images/help/troubleshooting-update-payment.pngSubscription Not Updating After Payment
Wait a few minutes
Subscription updates can take 1-5 minutes to process. Refresh the page after waiting.
Check your email
Look for a confirmation email from Classroom Pulse or Stripe confirming your subscription.
Log out and back in
Sometimes subscription data needs a fresh session to load. Sign out completely and sign back in.
Contact support
If the issue persists, contact support with your payment confirmation email.
Cancellation Issues
Access Until Period End
To cancel: Settings → Billing → Manage Subscription → Cancel Subscription. You'll receive a confirmation email.
Requesting a Refund
We offer refunds within 7 days of purchase for new subscriptions. Contact support at support@classroompulse.io with your account email and reason for the refund request.
Data Entry Problems
Quick Log Not Saving
If behavior entries aren't saving:
- Check your internet connection—entries save to the cloud
- Ensure you've selected a student before logging
- Check that you haven't reached your plan's student limit
- Try refreshing the page and attempting again
Quick log error state
Screenshot showing quick log save error
/images/help/troubleshooting-quick-log-error.pngTimer Not Working Correctly
The duration and latency timers require the page to stay open:
- Don't switch tabs or minimize the browser while timing
- On mobile, keep the screen on during timing sessions
- If the timer stops unexpectedly, you can manually enter the duration
Can't Add New Behaviors
If you can't add target or replacement behaviors:
- Check if you've reached the behavior limit for your plan
- Ensure the behavior name isn't a duplicate
- Verify the student profile is active (not archived)
Keyboard Shortcuts Not Working
Quick Log keyboard shortcuts (1-9 for behaviors) may not work if:
- Focus is in a text input field
- A modal or dialog is open
- Browser extensions are intercepting the keys
- You're using a non-QWERTY keyboard layout
Click somewhere outside of text fields to restore shortcut functionality.
Reports & Exports
PDF Export Not Working
PDF generation issues can stem from:
- Popup blockers preventing the download—allow popups for classroompulse.io
- Large reports timing out—try a shorter date range
- Mobile browsers may handle downloads differently—check your Downloads folder
Charts Not Displaying
If charts appear blank or broken:
Ensure there's enough data
Charts need at least 2-3 data points to render. If you only have one day of data, charts may not display.
Check the date range
Adjust the date filter to include dates with logged behavior data.
Try a different browser
Chart rendering issues are sometimes browser-specific. Try Chrome for best compatibility.
Empty chart state
Screenshot showing chart with insufficient data message
/images/help/troubleshooting-chart-empty.pngCSV Export Contains Wrong Data
Double-check your export settings:
- Verify the correct student is selected
- Confirm the date range matches your needs
- Check if any behavior filters are applied
- Ensure the timezone is set correctly in your account settings
Common Error Messages
"Network Error - Please check your connection"
Cause: Lost internet connection or server unreachable.
Solution: Check your WiFi/data connection. Wait a moment and retry. If persistent, check status.classroompulse.io for service issues.
"Session Expired - Please log in again"
Cause: Your authentication token has expired.
Solution: Log out and log back in. This is a security feature that expires sessions after inactivity.
"Student Limit Reached"
Cause:You've reached the maximum number of students for your plan.
Solution: Upgrade your subscription or archive inactive students to free up slots.
"AI Feature Unavailable"
Cause:AI features require Professional+ plan, or you've reached your AI usage limit.
Solution: Check your subscription tier. Usage limits reset monthly.
"Permission Denied"
Cause:You're trying to access data or features you don't have access to.
Solution:Contact the team owner to request appropriate permissions, or check that you're on the correct account.
"Failed to Save - Try Again"
Cause: A temporary error occurred while saving data.
Solution:Wait a few seconds and try again. If it persists, refresh the page. Your data is not lost if you're offline—it will sync when connection returns.
"Offline Mode Active"
Meaning:You're currently offline. Data will be saved locally and synced when you reconnect.
Note: Some features like AI insights and team collaboration are unavailable offline.
Frequently Asked Questions
Contact Support
Couldn't find a solution to your problem? Our support team is here to help.
Email Support
Best for non-urgent issues and detailed questions.
support@classroompulse.ioResponse time: Within 24 hours
Live Chat
Best for quick questions during business hours.
Available in-app
Hours: Mon-Fri, 8am-6pm EST
When Contacting Support
To help us resolve your issue faster, please include:
- Your account email address
- Description of the issue
- Steps to reproduce the problem
- Browser and device you're using
- Screenshots of any error messages (blur sensitive data)
- When the issue started occurring