"Session expired" Message
What it means: Your login session has timed out due to inactivity or system maintenance.
How to fix it:
For Parent Dashboard access:
Use the "Forgot Password" link on the login page
Enter your parent email address (not your child's)
Follow the password reset instructions in your email
Clear your browser cache and cookies before logging in again
For Student Dashboard access:
Students should log in using their school email: [email protected]
Use the default password: "iloveschool"
If this doesn't work, have a parent contact support
Prevention tips:
Don't leave the dashboard open for extended periods without activity
Complete billing/enrollment tasks in one session when possible
Save your work frequently during longer sessions
"No lessons for today" with Googly Eyes Message
What it means: The system cannot find assigned lessons for the student, often due to:
Ongoing assessment/bracketing period
Technical sync issues
Incomplete enrollment setup
How to fix it:
During Assessment Period: This is normal during MAP testing weeks - students focus on testing rather than regular lessons
After Enrollment: Wait 24-48 hours after completing enrollment for lessons to populate
Persistent Issues: Contact your parent support specialist if this continues beyond the expected timeframe
Wrong Birth Year or Grade Level in Tests
What it means: Student information was entered incorrectly during enrollment.
How to fix it:
If you're seeing the wrong birth year or grade on the NWEA site - it does not need to be fixed. The RIT score is independent of grade or DOB.
If the incorrect DOB is elsewhere, please let us know.the incorrect DOB is elsewhere, please let us know.
Test Window Crashes or Freezes during initial MAP Screeners
What it means: The testing application has stopped responding during a test session.
How to fix it:
Don't panic - your progress is usually saved automatically
Close the browser window/application completely
Restart your device if the crash was severe
Log back into your student dashboard
Go to "My MAP test" section
You may need to recycle your session by clicking "I'm stuck" and then "Reset Session". Follow the instructions on screen.
Your test should resume from where you left off
Technical requirements check:
Run the NWEA workstation diagnostic before testing
Close all other applications while testing
Use a stable internet connection
When to Contact Support
Contact your support team immediately if you experience:
Repeated session failures after trying the standard fixes
Missing student names that don't reappear after following the reset session instructions.
Complete dashboard access failure after password resets
Persistent "no lessons" messages outside of testing periods
How to contact support:
Email: [email protected]
Include screenshots of error messages when possible
Provide student names and specific error descriptions
Mention any troubleshooting steps you've already tried
Prevention Tips
For Parents:
Keep login credentials secure but accessible
Don't attempt to log into student dashboards with parent credentials
Complete enrollment and billing tasks in dedicated time blocks
Ensure stable internet connection before starting processes
For Students:
Always use the correct student email format: [email protected]
Use the standard password unless specifically told otherwise
Take breaks between test sections rather than mid-question
Report technical issues immediately rather than continuing with problems
Technical Setup:
Keep StudyReel updated and properly installed
Run system diagnostic checks before important testing
Clear browser cache weekly
Ensure adequate bandwidth for streaming video content