Troubleshooting

Troubleshooting Guide (PDF) Troubleshooting and Implementation Guide (PDF) Hide

In order to provide the best possible assistance, our support pages show information specific to the browser and operating system you are currently using. If you need instructions for a school computer, or if you are a staff member trying to find information for a different browser and operating system, please use the drop downs below to view that information.

Show me instructions for using I am trying to resolve an issue on my computer.
Don't see the operating system and/or browser you're looking for? Review the System Requirements to see if that configuration is supported.

Need help with the MATHia® or Cognitive Tutor® Software? If you're new to the software, use the Getting Started guide to get up and running.

If you've recently encountered a new problem, start by reviewing the solutions to the most common problems, listed below. 

Login is slow

If it takes a long time for you to log in to the Carnegie Learning software, visit this page to review common causes and see solutions that will help you resolve the problem. Read More

Security prompts require action to launch the software

Carnegie Learning’s MATHia and Cognitive Tutor software require the Java plug-in to run the software. This may cause the internet browser you use (Internet Explorer, Mozilla Firefox, Safari) to conduct additional security checks to make sure the software is secure. Read More

Invalid School ID Message

Do you get a message that says your School ID is invalid when you try to log in? This is usually caused by a corrupted browser cache. See how to fix it. Read More

Using a Java Deployment Rule Set

If you are a school IT administrator, using a Java deployment rule set to minimize prompts and improve your experience with Java and Carnegie Learning software. Please review this article for additional information. Read More