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.
  • There is no sound in the activities
  • On some tablets and other mobile devices, the 'soft mute' switch may be toggled to the 'on' position. This will prevent sounds from playing in the app or the website. Toggling this back to 'off' should allow sounds to play again.
  • The soft mute control on an iPad running iOS 14.3.
  • Alternatively, if sounds persistently fail to load, it may be due to local blocking or filtering. Native speaker sounds are loaded into the Linguascope activities as MP3 files. Some schools have a blanket block on MP3 files to prevent students from downloading them on school machines, but that also means that sound 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, while maintaining a block on downloading them normally.
  • It may also help to request that your administrator add Linguascope.com to your network filter or firewall list of safe or trusted sites.
  • Some / all of the pictures / sounds / words are not loading
  • This is usually due to 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.
  • Additionally, ensure that https://content.linguascope.com/ is allowed, and again, preferably added to the school network list of safe / trusted sites.
  • I just see a blue page and no activity in the Beginner section
  • If you cannot see the Beginner activities at all, your network settings may be preventing dynamic HTML5 content from loading. It may be that certain libraries that we use to create the activities are blocked by your filter or firewall. Please ensure that https://code.jquery.com/ and https://code.createjs.com/ are not blocked, as well as our content server https://content.linguascope.com/.
  • The app isn't working
  • First of all, ensure that your device is running the most up-to-date version of its operating system. For example, in iOS, check in Settings > General > Software Update.
  • If there are still problems, ensure that MP3 files are not blocked by your school network. These files are used for the native speaker sounds in apps, and if they are blocked, activities will not start up correctly.
  • If possible, ask your technician to add linguascope.com to your school network list of safe or trusted sites. Additionally, ensure MP3s are not blocked, or at least selectively allowed for the domain linguascope.com.
  • I purchased an app subscription but it isn't showing
  • If you have an app subscription that does not seem to have been applied, you should find a 'Restore purchases' option in the app (for example, in Beginners, it is accessed via the 'My Subscription' link on the screen when you click 'buy' next to a language).
  • Restoring purchases in the Beginner app for iOS
  • Webpages 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.
  • Text is displaying strangely in activities
  • The activities use fonts that are downloaded at runtime. Sometimes, if a connection is slow, they may not be fully loaded by the time the activity starts running. This can result in text appearing strangely, or in a plain font. Simply refresh the browser, and activities should appear correctly on the second and subsequent runs.
  • 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.
  • 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.
  • Some students can log on but others can't
  • It could be that there is too much traffic on your school broadband connection. If all students log on at the same time but only some are successful, it could be that local restrictions are preventing all browsers from loading the website simultaneously.
  • It is also important to check that there are no cookie-blockers or similar add-ons enabled in your browsers. Cookies are used to store information about the currently logged-on session.
  • 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:
  • Printing a worksheet on Linguascope
  • 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?
  • The website is accessible on mobile devices - the interactive activities are HTML5-based and should run in all modern browsers. We also offers a range of native apps for Android, iOS and Microsoft devices featuring content from the sites - click here for more information.
  • 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.

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