IN THIS ARTICLE:
Learn how to troubleshoot potential issues you may experience when accessing, logging in, or navigating iClassPro.
iClassPro's Status Page
If you are experiencing trouble reaching your iClassPro account or using an iClassPro component (such as the Customer Portal, Staff Portal, SMS/Voice system or Merchant Portal), you can always check our Status page.
On the status page, you will find live performance statistics - including an uptime metric (time the application has been online), Application Performance Index (Apdex) Score (measures overall performance) and our Application Response Time (delays that would be experienced in the application). These statistics can be viewed by the day, week or month.
If we encounter an issue that is impacting the performance of one or more of our components, their status is updated from Operational to degraded performance or to an outage if the problem is severe.
Extended issues will also be noted with an Incident report. While incidents are in progress, they will be visible at the top of the page just below our logo. All available information about the incident (such as any estimated time frames for when the software will be back up if there is down time, information about known/ongoing problems, etc.) will be posted as it becomes available. Once an incident is resolved, it is moved to the bottom of the page and logged under the Past Incidents section.
We recommend subscribing to the status page to be alerted via email or SMS when there are known issues or scheduled maintenance. To subscribe, visit the status page and then click the "Subscribe to Updates" button in the top-right corner of the screen. Then, choose the notification method and enter your information.
Other Common Problems
Login Problems
If you are able to access your staff login page but are experiencing issues trying to log in with your username and password, you may try contacting an admin user on your account. To log in successfully, your staff record will need to be assigned a unique username and staff permissions. If that user can confirm these are in place, try using the Reset Password option. This will send a new password to the email address on file in your staff record.
If you are the account owner and you have trouble with your username and password, please contact support. The Reset Password email does not work for the account owner and our staff will need to perform some security checks to help you get logged in.
Connection Issues
Unlike general web browsing, web applications use a significant amount of data that is constantly being communicated back and forth from our servers to your computer. If you experience frequent problems with accessing or using iClassPro, you may try these steps:
- Run a speed test to ensure you have a sufficient web connection. (View our recommendations.)
- Try connecting your computer or device to an ethernet port or hard-wired internet connection to see if your experience improves. Wireless connections can be susceptible to service interruptions.
- Contact your internet service provider to determine if you may be experiencing packet loss (caused by network congestion) or if you may have an artificial limiter on your router which restricts the amount of data one website can use through your connection.
Maintenance Message
Like all Software as a Service companies, we do our best to schedule any maintenance that may require downtime during times of the day with historically low usage to avoid interrupting your experience. We try to communicate this maintenance to customers ahead of time via the login page scroller, social media and status page.
"Account Does Not Exist"
When accessing your account, if you receive a message that the account name or ID does not exist - this may be an indicator that the account name you entered has been misspelled. If the account name has been entered correctly, check our status page to see if there is an open incident.
Only the Navigation Toolbar Loads (Firefox 66+)
When accessing your account, you may see a blank screen except for the blue navigation bar at the top of the screen. This is due to a "content blocking" feature enabled in Firefox.
If this happens, you will see a shield displayed before the security icon in the URL bar:
To resolve this:
- Click the menu button (three lines in the upper right-hand corner of the window). This will show what level of content blocking is currently activated:
- Click on the "Content Blocking area. This will open the "Content Blocking" area of Settings menu.
- If it indicates "Strict" or "Custom" (rather than "Standard"), select "Standard" from the list of options shown there:
Your settings will automatically be saved. Navigate back to iClassPro and (if necessary) refresh the page. - If "Standard" is already chosen but you still experience this issue, click on the "Shield" symbol in the URL bar at the top of the window.
In the "Content Blocking" section, click on "Turn Off Blocking for This Site."
NOTE: If you see "Turn off Blocking Temporarily" instead of "Turn Off Blocking for This Site", this means you have enabled Private Browsing. You will need to exit the Private Browsing session by closing and re-opening your browser in order to turn off blocking permanently for iClassPro.
- If it indicates "Strict" or "Custom" (rather than "Standard"), select "Standard" from the list of options shown there: