Help

Need help? Use the links below to solve your site issues.

  • I have problems logging in
  • Check the expiry date of your log-in details. If you have renewed recently, you may have a new username and / or password; check with your named contact for Linguascope for these details. If your details are still valid, try accessing the site from a different computer.
  • If your account has expired, you can find resubscription details at this link. If you need a reminder of your username and password faxed to the school's main contact, please contact us to request this. Remember we can only provide username and password details by fax, and never by email or telephone.
  • Pages are displaying or behaving oddly in Internet Explorer
  • A quick fix for certain display issues in Internet Explorer 8 and above is to click the 'Compatibility Mode' icon in the address bar, which looks a little like a torn sheet of paper:
  • Try toggling this switch to see if display / behaviour issues are resolved.
  • Pages are not displaying at all
  • If you persistently get a 'Page cannot be displayed' or 'The requested URL could not be retrieved' error message immediately after you've entered your login details, the problem lies with local caching on your school server. Unfortunately, this is not something we can help you resolve and you should seek advice from your ICT technician.
  • Activities get stuck at 50%
  • The activities on Linguascope load image assets first, followed by sound files in MP3 format. If MP3 files have been blocked on your school network, this may mean that the activities get stuck at 50%. You will have to speak with your network administrator to ensure that MP3 files are not blocked for the Linguascope.com site. It may also help if Linguascope.com is added to the safe / trusted site list on your school network.

    Additionally, some activities load in additional assets such as images and sounds in a Flash (.swf) file; you should also ensure that these are not blocked on your system.
  • The activities aren't displaying at all
  • If you are getting a blank / blue screen instead of an interactive activity, make sure that the free Adobe Flash Player is installed on your computer or network. On a standalone machine, you can get the latest version by visiting the Adobe Flash Player site. On a network, you may need to ask your administrator to do this for you. Information for installing across a network can be found on the Adobe site at this link.
  • The site also utilises a small utility called SWFObject to embed the Flash activities, so you should ensure that there is no firewall or filter setting on your computer or network which blocks the file swfobject.js. This is a JavaScript file, so you should also ensure that JavaScript is not disabled in your browser. On a network, check with your administrator to make sure that this is not set across all machines.
  • In Internet Explorer, your 'Security Zone' may be set too high to display active content. In Internet Explorer, access the option via the 'Tools' icon in the top-right of the screen. Note that this may be disabled on some network machines, in which case you should check with your administrator. Click the 'Security' tab and ensure that the level is no higher than 'Medium-High'.
  • To ensure that JavaScript is enabled, click 'Custom Level' beneath the levels slider. In the Security Settings panel which appears, ensure that 'Active Scripting' is set to 'Enabled'.
  • Other browsers will vary, and you are advised to check the documentation on ensuring JavaScript is not disabled, or consult with your administrator.
  • Some / all of the pictures / sounds / words are not loading
  • This is almost certainly a result of the firewall or Internet filter settings on your computer or network. Certain kinds of file, or certain words on webpages or in filenames, may be on a banned list to prevent students from accessing unsuitable online content. Occasionally, they can block legitimate files unintentionally. You should check that SWF, XML, JPG and MP3 files are not blocked by your filter or firewall. It can sometimes also help to ask your network administrator or local authority broadband provider to add linguascope.com to the global list of trusted / safe sites.
  • Similarly, some sections contain words which may be on your network's list of 'blocked words' or similar. This is particularly possible for sections such as 'Society' in the intermediate sections, where much of the vocabulary is about social problems. Again, adding Linguascope.com to your network's list of trusted / safe sites will usually solve this problem.
  • There is no sound in the activities
  • Native speaker sounds are loaded into the Linguascope activities as MP3 files when you first open them. Because some schools have a blanket block on MP3 files to prevent students from downloading files at school, MP3 files can be blocked from loading into the Linguascope activities as well. Usually it is possible for your network administrator to make an exception for these kinds of files on the Linguascope.com site, or just to allow the Flash Player to access these kinds of files, while maintaining a block on downloading them normally.
  • It may also help to request from your administrator that Linguascope.com be added to your network filter or firewall list of safe or trusted sites.
  • The website is very slow
  • The Linguascope website is hosted on multiple servers to guarantee that the load of traffic is always balanced. The site can therefore cope with intense traffic and we rarely have reports of widespread problems. If you experience persistent 'slowness', the problem is likely to be at your end. It is your responsibility to ensure that your local server and Internet connection can cope with multiple connections to the site. Talk to your ICT technician for advice. Note that we are unable to advise you on this sort of problem as we are not familiar with your local network and settings.
  • It may also help to get your network administrator to add Linguascope.com to your network filter or firewall list of safe or trusted sites.
  • Note that loading time for the activities usually improves after the first run on a machine, as the game file is normally cached by the browser on your computer.
  • I cannot find the student materials on the site
  • Schools are issued with two sets of login details : one for pupils and one for staff. Only your staff login details allow you to access the staff sections (resource sharing, widgets, and other tools). Make sure you are using the right set of login details. Likewise, you will only see the interactive resources for classroom use if you log on with your student username and password.
  • If you are using the correct staff login details but are still experiencing problems, refer to the 'Forgotten Password' section.
  • I cannot find the teacher materials on the site
  • All worksheets are PDF documents and you need the latest version of Adobe Reader in order to view them. To download Adobe Reader or free, click here.
  • If you have Adobe Reader set up on your computer but are still experiencing problems:
  • · Make sure you the version you have is the latest one. If it is not, uninstall your current version of Adobe Reader and install the new one.
  • · If all you get when trying to view a worksheet is a blank screen, try clicking on the "Refresh" or "Reload" button of your browser: it often does the trick.
  • · If you manage to open one PDF document, but then have problems opening any subsequent document (blank page), this is because Adobe Reader is set by default to automatically check for updates online. That means it will freeze and wait for you to authorise (or not) the update. But because you are online, the window inviting you to authorise the update is likely to be hidden behind your browser's window. To avoid this sort of problem, you can change the settings to prevent Adobe Reader from automatically checking for updates. To do so, launch the Adobe Reader programme. Go to Edit > Preferences in the menu bar, and select the 'Updater' section. Select the option not to check for updates automatically, then click OK.
  • · Check that you are using the latest version of your Internet browser, as some older versions may have problems displaying PDF documents under certain conditions.
  • If you have tried all this:
  • · Seek advice from your school's ICT technician.
  • · Visit Adobe Reader's Product Support Website as only Adobe can be held responsible for any problems you experience with their Adobe Reader.
  • I cannot view the worksheets
  • Make sure you the version you have is the latest version of Adobe Reader. You can download Adobe's latest version of the reader software for free at this link.
  • If you have tried to print and all you get is a blank page, it is probably because you pressed your browser's printing button instead of the printing button on the document itself. This should appear in the toolbar when you hover over the worksheet with your mouse in the latest version of Adobe Reader:
  • If you have printed a worksheet but some images are missing, try again but make sure all images have loaded up on screen before you hit the 'Print' button.
  • If you have tried all this:
  • · Seek advice from your school's ICT technician.
  • · Visit Adobe Reader's Product Support Website as only Adobe can be held responsible for any problems you experience with their Reader software.
  • How do I view the site on my mobile device / iPad?
  • We are currently in the process of updating the website for use on mobile devices and tablets, as well as computers. Starting with the Beginner section, HTML5 versions of the content are being uploaded which should allow you to enjoy Linguascope activities across a much wider range of devices.
  • Linguascope also offers a range of native apps for iOS and Android, which feature content from the sites - click here for more information.
  • If you prefer the Flash experience on your device, there are third-party apps such as Puffin, which allow you to view Flash content on an iOS device. As such apps are offered by a third party, Linguascope is not responsible for any issues with page layout or display, and it is up to individual users to evaluate how useful they may be.
  • My problem is not listed here
  • Your first step should be to approach your IT technician as more often than not, it is just a matter of changing simple settings on your school network.
  • If you continue to struggle, you can send us an e-mail to let us know what your problem is. We'll be happy to help when we can. In your message, please be very specific and give as much information as possible to help us identify the problem, including screenshots if possible.

Don't see your problem on this list? Get in touch with Linguascope Technical Support via our Contacts Page. Please provide as much detail as possible, including screenshots where applicable, and we will do our best to sort your issue.

Back