Overview

In this article, you'll find a list of solutions to common questions we receive about teacher and student accounts. If your classes sync with Clever, check out this article for additional Clever troubleshooting tips. For common questions about creating or working on assignments, see this article.

General troubleshooting

Common troubleshooting steps for glitchy behavior

If you or your students are experiencing glitchy behavior such as missing text, buttons, or problems loading NoRedInk, then you could be running into a browser/device related issue. We recommend following these steps to troubleshoot:

1. Confirm that a supported browser and device is being used.

2. If you are seeing an error message about cookies when trying to log in, make sure that browser cookies are enabled.

3. Temporarily disable browser extensions to help us see if they are the problem. Click the browser you are using to see instructions for opening it without extensions on: Google Chrome, Safari, Firefox, Internet Explorer.

4. Ensure that your browser is fully updated. You can check your browser version quickly at WhatIsMyBrowser.com. (Here are instructions for updating your browser.)

5. Clear your browser’s cache. (Here are instructions for clearing the cache.)

If your students are using school-issued devices, device restrictions could be interfering with NoRedInk and certain URLs may need to be unblocked in order for NoRedInk to load properly. This article contains a list of URLs that your IT department should be able to help you unblock or whitelist: What URL's should I unblock?

If you are still experiencing difficulty or receiving an error message, please contact our Support team and include following information:

The name of the student experiencing problems
A description of the problem
A screenshot of where you or your students are having problems

Teacher account troubleshooting

How do I reset my password?

If you forget your password, please use our password recovery page to reset it. We will send you an email containing instructions for resetting your password. Please make sure to check your spam or junk email folder, as emails of this type are occasionally flagged as spam.

The subject line of the email is: NoRedInk Password Retrieval. If you have trouble finding the email, try to search your mailbox for that subject line.

If you see a message stating that your password reset link is expired, that is most likely because you requested a new password reset link. You may need to check your email for another password reset message.

If you are unable to use the password recovery page, please send an email to support@noredink.com from the email address associated with your account.

Why do I see an error message when logging in? Why does NoRedInk not load after trying to log in?

If you are not taken directly to your teacher dashboard, if the page refreshes, or if you see an error message after logging in to NoRedInk, you may need to enable cookies and clear your cache. Please see this article for information on how to enable cookies for the browser you are using: Why am I seeing an error message about cookies?

Additionally, here are instructions for clearing the cache.

How do I properly add a co-teacher or join a class as a co-teacher?

Need to add a co-teacher or join a shared class? Check out this article to learn about our co-teaching feature and how it can help you address your co-teaching needs!

Why are some topics locked in my account or my students' accounts?

For teachers

When creating assignments, teachers may notice that certain pathways are locked. For teachers using the free site, Premium topics are displayed with a gold lock.

For students

Students can progress from "level" to "level" by mastering earlier topics. Once students complete a "level" (that is, all of the topics that are together in a horizontal line) all topics on the next level will become available. This is to make sure that students are getting all the support they need to master challenging content later on!

Student account troubleshooting

How do I help students that are having trouble logging in to their existing accounts?

💡NoRedInk accounts cannot be merged. To ensure that progress for assignments stays in one account, it’s important that students log in to the same account they use regularly in the classroom and that they don't accidentally create an extra account.

Students can log in to their existing NoRedInk accounts from any other computer or supported device in the same way they would log in at school.

More often than not, log in problems occur when students/teachers forget how to log back in using the right login method. Here are some strategies we recommend for helping students log back in to their existing account:

Check your NoRedInk roster (Manage Classes page) to confirm enrollment
Reset students' passwords if they have forgotten it
Share login cards with students to remind them of their correct account usernames

1. Check your Manage Classes page

The Manage Classes page will provide you with information that can help you assist students with logging in to their account. To get here, click "Manage Classes" on the top banner of your dashboard.

All student names listed have a NoRedInk account under this class. If student names are not listed, this means the student still needs to join the class.
The "Linked To" column shows you if a student's NoRedInk account is linked with either Google or Clever for single sign-on. If an icon appears under the column, it means that the student can log in using this SSO method. You can hover over the Google icon to see the specific account it is linked to.
Use the "Username" column to see the username associated with your student's account. If the "Linked To" column is blank for the student, this means that the student must log in using the listed username and a password.

2. Reset a student's password

If a student can't remember their chosen NoRedInk password, you can reset it for them. To do this, expand the “Actions” menu next to your student’s name on the Manage Classes page and select “Reset password.” By default, passwords will reset to 1234567.

After logging in successfully, students can choose a new unique password from their Account Settings page. Student can get there by clicking on their name in the top right and then choosing “Settings.”

3. Share student login cards

An easy way remind your students of their account usernames and email addresses is to use the printable login card feature. Unique passwords are not displayed on the cards, but you'll be able to tell if a student should be using a password or if they need to "Log in with Google" or with Clever.

From your "Manage Classes" page under the “Students” tab, click the "Print login cards" button.

Use the printer settings that appear to view students’ login information.
Since printing and distributing the login cards is likely not possible when you’re teaching from home, you can copy and paste the login details or save the file as a PDF.

Letter for students logging in from home

To help you share instructions with your students and their families, we’ve created a sample letter that you can use to instruct students to log in to their existing NoRedInk accounts from home. The letter includes:

Instructions for how students should log in to their existing accounts
A video tour of NoRedInk for students if they need a reminder of key aspects of the site
A placeholder for you to add additional instructions or other resources to help students get working on their first NoRedInk assignment(s) from home

Share your letter however you like! Email, tweet, or post it on your class webpage.

Click here for a downloadable pdf version of the letter. You can also add additional information in the editable section provided. Be sure to download the PDF and save your changes before sharing with students!

What do I do if students have duplicate accounts?

If you find that a student has joined your class with more than one account, you will likely want to remove the extra accounts. To determine which account to remove, follow these instructions:

💡To view a walkthrough of these steps live in NoRedInk, click here!

Go to your Manage Classes page
Since extra accounts are often created when students can't remember how to log back in, be sure to take note of the student's correct username and whether or not the account is linked with Google or Clever for single sign-on. You'll want to share login for the right account with your student later!
If one of the student accounts shows as never active under the "Last Active" column, this means that the student has never logged in to the account. It is probably a safe bet to remove this extra account (see step 5).
If you are unsure which account needs to be removed, click on the student name one at a time to determine which work is associated with which username. When you click a name from your Manage Classes page, you'll see that account's results and scores.
If you want to a record of their progress in the extra account, be sure to record this before removing it. Once you decide which account to remove, click on "Actions" next to the account and select "Remove from class."

Note: If you accidentally remove the wrong account, the student can re-join your class without losing any progress by re-entering your class code. How do I add students to my classes?.
Communicate to the student which account they should use moving forward. Keep in mind that students might already be logged in to the incorrect account at home and at school, so they might need to log out entirely and then log back in to the correct account. Here are tips for helping student log back in to their correct accounts.

Removing students from your class does not delete the account from NoRedInk's system. If you want to be sure that the student won't accidentally log in to the extra account and re-join your class, contact us with the student's name and username, and we can remove the account from NoRedInk entirely. Just be sure that the student doesn't need the extra account for anything else.

Read more about handling duplicate accounts here.

What if a student joined my class that I do not recognize?

Sometimes students and teachers mix up their class codes, so if another class has a similar code to yours, students might be using the wrong code by mistake. If you do not recognize a student who has joined your class, you can remove them on your Manage Classes page (click here for instructions).

If the wrong student joins again in the future, just reach out to support@noredink.com and let us know the name of your class. We can change your class code for you to prevent this happening again!

🖥 Tips for troubleshooting while distance learning

We know that distance learning can pose new challenges. Here are some tips for communicating with and helping students remotely that can be used along with the rest of the information in this article:

If students are emailing you for help or reporting an issue, ask for screenshots of where on the site they are having trouble. Here's how to take a screenshot on Windows and here's how to take one on a Mac.

If you’re hosting virtual meetings online with your students, consider setting some time aside for questions so that you can help multiple students at once.

Have students screen-share with you so you can see where they need help.

Check out the rest of our distance learning resources to find more resources and tips for using NoRedInk remotely.

You and your students can always reach out to our team directly by emailing support@noredink.com. Including as much information as you can, such as the name of your class, school, assignment, students, and some information or pictures of the issue will help us provide support quickly!

Account Troubleshooting