Help Guide: loading or slow loading issues

This guide will help you quickly identify and resolve common loading issues. Please work through the steps in order, as this helps determine whether the issue is with a specific page, a device, or the school network.

Step 1: check what is affected

Before changing any settings, answer the questions below:

1. Is it a specific page or activity?
   • Try opening a different page or starting a different activity.

   • If only one page or action fails, the issue may be content specific.

     Does it happen at school and at home?

   • Try accessing the site on a home network or mobile hotspot.

   • If it works at home but not at school, the issue is likely related to the school network or filtering.

     Does it affect all users or only some?

   • Ask another teacher or a student to try logging in.

   • If only some users are affected, it may be a browser or device issue.

     Does it happen on all devices?

   • Try a different device such as a laptop, tablet, or desktop.
   • If it only happens on one device type, the issue may be device or browser specific.

Make a note of your answers before moving to the next step.

Step 2: Clear Cache and Local Data

Loading issues are often caused by stored browser data.

Clear Browser Cache

1. Refresh the page using a hard refresh.
2. Clear the browser cache and cookies for the site.
3. Open the site in an incognito or private window and test again.

The steps for clearing cache depend on the browser you use. Use the guides below:

• Google Chrome  

How To Clear Cache in Google Chrome [Tutorial]  

• Safari (Mac or iPhone / iPad) 

How to Clear Cache and Cookies in Safari [Tutorial]  

• Microsoft Edge  

How to Clear the Cache and Cookies in Microsoft Edge [Tutorial]  

• Mozilla Firefox  

How To Clear Cache In Mozilla Firefox 

After clearing the cache, reload the page and test the activity again.

Step 3: check if the issue Is school network related

If the site works at home but not at school, the school network may be blocking required services.

1. Confirm the issue only occurs on the school network.
2. Contact your school IT administrator and ask them to check firewall and web filtering policies.
3. Send the whitelist request email to your IT team.
4. Ask IT to test access once changes are applied.

Step 4: Whitelist Required URLs

Ask your IT administrator to ensure the following domains are allowed and not inspected:

Core Domains

• languagenut.com
• live.languagenut.com
• api.languagenut.com
• storage.languagenut.com

Microsoft and Speech Services

• microsoft.com
• speech.platform.bing.com

Google and Library Services

• ajax.googleapis.com
• apis.google.com

Content Delivery Networks

• https://cdnjs.cloudflare.com/
• https://ajax.googleapis.com/
• https://cdn.jsdelivr.net/

These services are required for audio, interactive activities, and page loading.

Step 5: Smoothwall Specific Guidance

If your school uses Smoothwall:

1. Go to Manage Policies.
2. Open HTTPS Inspection.
3. Create a new policy for the domains listed above.
4. Set the policy to Do Not Inspect.
5. Move the policy to the top of the list.
6. Apply and test access again.

Step 6: Still Having Issues

If the problem continues:

• Note which page or activity fails.
• Record the device, browser, usernames, and network being used.
• Contact us with these details and include any screenshot, screen-recordings, and so the issue can be investigated quickly.

Working through these steps helps identify and resolve most loading issues without delay.