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Edgenuity Help Center

Steps to Troubleshoot from Home

In an effort to make the utilization of Edgenuity as simple as possible when you are working from home, we’ve created this guide full of helpful hints. Please reference this guide if you are having difficulty accessing Virtual Classroom courses from a home computer.
  1. For immediate assistance, contact Customer Support by selecting the Help button in the bottom right of the page.
  2. Ensure the machine and Internet connection meet or exceed the minimum system requirements.
  3. Ensure our domain https://*.edgenuity.com is a trusted site on your browser.
  4. Ensure that Cookies are allowed on your browser for all Edgenuity websites.
  5. Ensure that the following Edgenuity sites are allowed in your browser's pop-up settings exactly as listed: [*.]Edgenuity.com, [*.]thelearningodyssey.com, [*.]education2020.com
    PopUpBlocker_howto.png
  6. Verify your internet connection speed at http://www.speedtest.net.
    • The recommended download is 2.0 Mbps. This is because you are pulling the video from the servers at the Edgenuity home site, rather than from your school’s media server.
  7. Try opening a private browsing window and log in through the student login. 
    • Chrome: Keyboard shortcut CTRL + SHIFT + N
    • Firefox: Keyboard shortcut CTRL + SHIFT + P
    • Microsoft Edge: Keyboard shortcut CTRL + SHIFT + P
    • Safari: Keyboard shortcut Shift + Command + N
  8. Clear your browser cache.
    • In your browser, delete the temporary Internet files and cookies. You can do this by pressing the following keys on your keyboard CTRL + SHIFT + DELETE. Be sure to clear data as far back in time as possible.
  9. Ensure your browser is up-to-date.
    • Chrome: 
      1. Click the three dot icon in the upper-right corner of the screen > select Help > select About Google Chrome
      2. The window will automatically check for updates. 
    • Firefox
      1. Click the three line icon in the upper-right corner of the screen > click the Help option (question mark icon) > select About Firefox 
      2. The window will automatically check for updates.
    • Microsoft Edge:
      1. Press the Windows Key > type Check for updates > press Enter
      2. Under the Update status section, select Check for updates
    • Safari: 
      1. From the App Store click Updates from the toolbar > locate Safari > click Update 
  10. If you continue to experience loading issues, try the following:
    • Temporarily refrain from using any streaming services such as YouTube.
    • On slower connections, when the video appears, press the Pause button to give the video a chance to fully load before playing.
    • Verify that your browser is updated to the latest version
    • Try a different browser. Edgenuity supports Chrome, Firefox, Internet Explorer, Edge, and Safari.

      The Student Experience does not work on Internet Explorer. The Teacher Experience works as expected on Internet Explorer.

    • If available, try loading the content on another device or internet connection
  11. If you encounter the following Secure Access Required page when attempting to access a quiz, test, or exam, it means your school requires those assessments to be taken at school. Click Next Activity to skip over the locked assessment.
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  12. Once you are signed in, be sure to check out the Student Orientation Video. This video will help you get familiar with navigating the classroom and using all your tools.
    • Click the drop-down menu next to your name >> Help Center >> any Student Orientation Video
      Troubleshooting at Home- update student Help.png
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