Students

Technical Support

Breadcrumbs

Enlightium Academy’s technology support representatives have expansive knowledge of computer technology and our Ignitia curriculum.

Students and parents can access Ignitia Technical Support at (877) 251-6662 Monday–Friday from 7 am to 5 pm CT. Enlightium also provides a database of frequently asked questions, system requirements, and Ignitia troubleshooting techniques. If technical issues remain unresolved, Enlightium faculty and staff can help investigate and provide alternative steps to work around the technical issues.

Technical Best Practices for Students

  • Use Cable Internet or better
  • Use Firefox or Chrome web browsers
  • Be sure you have the latest update of Flash player and it is enabled within your browser
  • Students should always click “Next Question” and “Previous Question” when proceeding through the assignments
  • Students should SAVE their work offline to avoid it being lost due to technical issues
  • Students should ALWAYS click “Log Out of Ignitia” to prevent Ignitia from locking them out temporarily
  • Students should NEVER click the “Back” button on assignments to navigate between pages
  • Students SHOULD NOT OPEN additional tabs when logged into Ignitia
  • Students should AVOID being inactive for more than 20 minutes on quizzes and tests to avoid being logged out
  • Clear cache and cookies to resolve most issues
  • If problems persist, call Ignitia Technical Support at (877) 251-6662 and request to screen share so they can replicate the issue
  • If Ignitia Technical Support is not able to resolve the issue, our team can provide ways to work around the issue by another means

Requirements & Troubleshooting

General Info

  • You must have a good internet connection
  • 1024 x 768 screen resolution or larger

Operating Systems

  • Windows XP Service Pack 3
  • Windows Vista
  • Windows 7 & 8
  • Mac OS X 10.5+
  • Ubuntu 9.x+

Supported Browsers

  • Firefox version 13 or higher (recommended for Ignitia)
  • Internet Explorer version 8 or higher
    • For users of Internet Explorer on Windows 8, Ignitia must be operated in the Desktop version of Internet Explorer
  • Safari version 5 or higher
  • Google Chrome version 23 or higher

Browser Settings

  • Passwords: Disable features that automatically save passwords
  • AutoComplete: Disable, as this often looks like a list of answers from which to choose
  • Caching: Enable, but set browsers to clear the cache when closed
  • JavaScript: Must be enabled for pages to render correctly

Additional Software Requirements

  • Adobe Reader version 9 or higher
  • Multimedia, including video and audio, requires Adobe Flash version 11 or higher
  • Reports in Ignitia are generated as PDF, HTML, or Excel files

Network Considerations

*.glynlyon.com and *.sooschools.com must be added to the whitelist of any filtering, proxy, or firewall programs/servers in use.

Troubleshooting Techniques

I'm not able to log in
Clear your cache and cookies and history, then close and reopen the internet browser. Directions for clearing cookies can be found here.
I'm being logged out of quizzes and tests
  • Ensure that Ignitia is not open in any other tabs or windows
  • Ensure that you do not refresh the page or click the back button while taking a quiz or test
  • Ensure that you use Ignitia’s buttons instead of a keyboard for navigation
  • 20 minutes of “inactivity” will log a student out on lessons, quizzes and tests. General activity, such as clicking the “next question” button and then the “previous question” button, will allow the student to keep working
  • Ensure that no one but the student (such as a parent or a tutor) is logged in under the student’s account while he or she is working
  • Clear your cache and cookies and history, then close and reopen the internet browser BEFORE each quiz and test. Directions for clearing cookies can be found here
The answers to questions are showing up blank after I submit an assignment
Make sure the student clicks “next question” to navigate through the assignments to save the answers.
The answers are being changed after I submit an assignment
Make sure the student clicks “next question” to save the answer prior to submitting the assignment
An assignment says that not all of the questions are answered when I try to submit, even though they are
Go to question one and click “Next Question” until the end of the assignment and click submit again
Some answers are lost after I submit an assignment
  • Go to question one and click “Next Question” until the end of the assignment and click submit again
  • Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet
I can’t submit an assignment
  • 20 minutes of “inactivity” will log a student out on quizzes and tests. General activity, such as clicking the “Next Question” button and then the “Previous Question” button, will allow the student to keep working
  • Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet
An assignment has not been assigned
  • Contact your instructor or customer support to assign the next assignment
  • Students cannot move past a unit until all projects are completed
  • If an assignment or unit is marked as “Skipped”, the counselor or teacher determined that the material covered was not necessary for the student to complete
A question has an incorrect answer
Inform your instructor that the question’s answer is incorrect
A video within the lesson is not loading

Ensure that your computer is up-to-date in the following areas:

  • Operating system (OS)
  • Video-viewing software (Flash, etc.)
  • Internet browser (Chrome, Firefox, etc.)
  • Security software
I’m waiting too long for quizzes and tests to be unlocked
  • Contact your instructor or customer support to unlock the next quiz or test
  • Upgrade to the next available support level (Diamond, Gold, etc) to receive a more immediate teacher response
The audio does not work
Ensure that you are using Chrome or Firefox for your Internet browser
An assignment is showing multiple attempts even though I’m accessing it for the first time
  • Ensure that you do not start or look at an assignment, quiz, or test unless you intend to complete it. Ignitia will count opening an assignment as an attempt, even if no work is completed
  • Ensure that no one but the student (such as a parent or a tutor) is logged in under the student’s account while he/she is working
I think my account is being hacked
  • Change your password to a combination of letters, numbers, and symbols periodically
  • Ensure that you are logged out of Ignitia when you are not doing your schoolwork
  • When you log in to Ignitia, ensure that your username and password are not auto-filling (not saved)
  • Do not share your password with anyone
  • If the issue persists, contact Ignitia Customer Support at (877) 251-6662

For Users of Satellite Internet

While we recommend against using satellite internet, we do have a recommendation for those who use satellite internet to provide the best service possible within the circumstances. In the past, students with satellite internet have used Google DNS to work with Ignitia, generally with positive results. Google DNS is a free, global DNS resolution service that you can use as an alternative to your current DNS provider; more information on Google DNS can be found here. Google DNS is not guaranteed to resolve all satellite internet issues, though it has worked for several students in the past.

To test how your Internet interacts with Ignitia (especially if you have no other options aside from satellite internet in your area) we encourage you to test our demo curriculum. The primary test should be to go through a quiz or test slowly (take at least 20 minutes clicking through the questions) to see if you are logged out. Preferably, two separate quizzes or tests should be attempted. If you get kicked out of one or both attempts, you will likely have issues. However, to make sure, clear your cache and cookies, close and reopen the browser, then attempt the quiz again. If you are not kicked out, try these two techniques, if possible:

  • Submit an essay question that is a few paragraphs in length (projects are good for this) to see if the entire answer goes through
  • Submit some “multiple select” questions with more than 10 options to see if the answers are submitted
Tips for avoiding issues
with satellite internet:
  • Reduce the internet usage in the home while quizzes and tests are taken—no other computers in the home should be using the internet connection during those times
  • Submit answers through help requests, if needed
  • Print lessons and/or answer the questions on paper, then submit the answers when connected to a reliable internet
  • You may request teachers to open up future assignments for this reason

For a PC:

  1. In the start menu of Windows, open “Run” and type “CMD” to open Command Prompt.
  2. Type tracert ignitiumwa.ignitiaschools.com
    • If the results show numbers close to 50 ms, you are less likely to have issues and can enroll at your discretion.
    • If the results show numbers over 400 ms, you are somewhat likely to have issues and can enroll, keeping in mind our 14-day money back guarantee.
    • If the results show numbers over 700 ms, you are most likely to encounter many issues, which means our school will likely not be a good fit for your family.

For a Mac:

  1. Open Network Utility and select Traceroute.
  2. Type in ignitiumwa.ignitiaschools.com
    • If the results show numbers close to 50 ms, you are less likely to have issues and can enroll at your discretion.
    • If the results show numbers over 400 ms, you are somewhat likely to have issues and can enroll, keeping in mind our 14-day money back guarantee.
    • If the results show numbers over 700 ms, you are most likely to encounter many issues, which means our school will likely not be a good fit for your family.