Reporting bugs on Education Perfect

Our team works hard to ensure EP runs smoothly, but if you encounter something that's not quite right, we'd love to hear about it! 

The more details of the issue you give us, the faster we can work out how to fix the issue. In this article, we'll outline some common fixes, as well as the info that's helpful to us.

Common causes and fixes

See the following table to see fixes for our most common issues:

Issue
Cause
My students' Task progress is decreasing

Have you enabled spaced repetition?
Spaced repetition requires students to earn more than one star on each word within the Task. The day after they first learn a word, your students can revise the same word to earn themselves a second star. After another week students will be able to repeat the activity to earn the third star, etc.  

If you would like your students to learn content more than once, it's important to note that they aren't able to progress in the Task until a certain amount of time has passed.

For more information, check out our points and scoring help guide. 
My student has completed work but it isn't showing in the Task

Have you included previous progress? 
When a task does not have previous progress included, students will need to complete the content from within the Task within the due date. Any work completed outside the scope of the Task isn't included.

My student completed the Task to 100% but then the progress decreased

Has the lesson been edited since the Task was assigned? 
If an assigned lesson has been modified in the duration of the Task, students may lose their progress for any of the words or questions that have been modified, even if the modification was only adding additional correct answers.

My student has completed the work but it is not showing 100% Have your students completed all available Learning Modes? 
A Task will only be counted as 100% complete when the student has completed all of the Learning Modes that have been included.
I have set a Task/Assessment but my students cannot see it

Has the Task/Assessment started yet? 
If a Task or Assessment has been created to start at a future time or date, it will not appear in the Student Zone until the set starting time. Once the Task or Assessment has started your students will be able to see it in the Tasks & Assessments section of their Student Zone.

Bugs within activities

If you think you've found a bug, please provide us with as much of the following information as possible.

All the below information can be emailed to us directly at support@educationperfect.com.

Developer Console

The developer console often contains error messages that can help us to diagnose an issue. To find out how to get a console log, check out our guide.

User details

Name Letting us know the username or full name of the affected user allows us to look into that user's account to see if we can reproduce the issue.
Location To fix an issue, we need to know exactly where it occurs. Let us know the page you were on.

If the issue is with a lesson or Assessment, let us know the exact name of it as well as the exact question that it occurred on. It can also be useful to provide the exact web address where the issue occurred.
Device and Browser Many issues occur on some devices or browsers but not others.

You can give us a report on this information by going to https://www.whatismybrowser.com and sending us your web browser's unique URL.

What device and browser should I use to access Education Perfect? has more information on what we recommend you use. Switching device or browser might resolve the issue for you.

Screenshot

Show us what's happening! Screenshots provide us with a better understanding of an issue than a description.

Taking a screenshot on Windows
  1. Hold down the enter image description here+PrtScn keys.
  2. Paste the image directly into the body of your email (right-click→Paste or Ctrl+V).
Taking a screenshot on MacOS
  1. Hold down the ⌘ Command+Shift+4 keys.
  2. Click the Capture Entire Screen button in the onscreen controls. Your pointer changes to a camera.
  3. The image should save to your Desktop. Attach it to the email.
Taking a screenshot on an iPad/iPhone
  1. Take a screenshot by following the below:
    1. On an iPad with a Home button: Simultaneously press and then release the top button and the Home button.
    2. On other iPad models: Simultaneously press and then release the top button (on the top-right edge of iPad) and either volume button.
    3. On an iPhone with Face ID: Simultaneously press and then release the side button and volume up button.
    4. On an iPhone with a Home button: Simultaneously press and then release the Home button and the side button or sleep/wake button (depending on your model).
  2. Tap the screenshot in the lower-left corner, then tap Done. 
  3. Choose Save to Photos, Save to Files, or Delete Screenshot.
  4. Attach the image to the email. 

More detailed instructions can be located for iPad here and iPhone here. 

Taking a screenshot on an Android
  1. Take a screenshot by following the below:
    - Press the Power and Volume down buttons at the same time.
    - If that doesn’t work, press and hold the  Power button for a few seconds. Then tap Screenshot.
  2. At the bottom left, you’ll find a preview of your screenshot. On some phones, at the top of the screen, you'll find Screenshot capture.
  3. Attach the image to the email. 

More detailed instructions can be located here. 

Screen recording

Taking a video of the error while it is occurring will give us a better understanding of the issue, especially if the error isn't stagnant. 

Taking a screen recording on Windows
  1. Hold down the enter image description here+Alt+R keys. 
  2. Once you have finished recording, the .mp4 video file will automatically be saved under File Explorer > Videos > Captures. 
  3. Attach the screen recording to the email. 
Taking a screen recording on MacOS
  1. Hold down the shift+⌘ Command+5 keys. This will bring up the Screenshot toolbar. 
  2. Click the Recording for the entire screen option. 
  3.  Once you have finished recording, you can open screen recordings with QuickTime Player or iMovie. 
  4. Attach the screen recording to the email. 

Additional information

If you're able to include answers to the following questions, this is incredibly helpful:

  1. Are all the students in your class affected by the problem or just individual students?
  2. Approximately what time did they experience the issue?
  3. What is the model of the device they are using?
  4. If they are encountering the issue when using the app, do they still have trouble when they try using the website?
  5. Is the screenshot you provided before the error occurred, or after? If possible, we would like screenshots of both instances. 
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