Test Not Working on Web #
Step 1: Ask for the test name.
Step 2: Check if the student is attempting an offline test, which is not accessible for Online Subscription.
Test Not Working in App #
Step 1: Ask which device the student is using to attempt the test.
Step 2: Confirm that GT can be taken in browsers, but students might mistakenly try to use it in the app.
Video Not Playing – Android #
Step 1: Ask for complete information (error codes, device details, etc.).
Step 2: Respond according to the error code.
Step 3: If the issue is due to a network problem, ask for network details and guide accordingly.
Video Not Playing – iOS #
Step 1: Ask for complete information (error codes, device details, etc.).
Step 2: Respond according to the error code.
Step 3: If the issue is network-related, request details and help the student accordingly.
Error Code: 6120 #
Step 1: Suggest clearing data from the app and reinstalling it.
Note: All downloaded videos will be deleted.
Error Codes: 3 / 2 / 1 #
Step 1: Suggest resetting network settings and restarting the device.
Step 2: If the issue persists, recommend resetting the network settings on the device used for the hotspot internet connection.
Step 3: If the issue continues, suggest updating the OS if an update is available.
Error Code: 1250 #
Step 1: Suggest clearing data from the app and reinstalling it.
Note: All downloaded videos will be deleted.
New Error Code #
Step 1: Collect all the student’s details.
Step 2: Inform someone for further investigation.
Error Code: JSON Phrase #
Step 1: Suggest editing the device name to remove any special characters. This should fix the issue.
Blank Screen – Android #
Step 1: Collect all the student’s details.
Step 2: Inform someone for further assistance.
Blank Screen – iOS #
Step 1: Collect all the student’s details.
Step 2: Inform someone for further assistance.
Video Buffering – Android #
Step 1: Suggest reinstalling the app.
Step 2: Suggest closing unnecessary apps and checking the RAM/ROM status.
Step 3: If the issue persists, collect the student’s details.
Video Buffering – iOS #
Step 1: Suggest reinstalling the app.
Step 2: Suggest closing unnecessary apps and checking the RAM/ROM status.
Step 3: If the issue persists, collect the student’s details.
Video Notes Stuck – Android #
Step 1: Suggest reinstalling the app.
Step 2: Suggest closing unnecessary apps and checking the RAM/ROM status.
Step 3: If the issue persists, collect the student’s details.
Notes Stuck – iOS #
Step 1: Suggest reinstalling the app.
Step 2: Suggest closing unnecessary apps and checking the RAM/ROM status.
Step 3: If the issue persists, collect the student’s details.
Network Error – Android #
Step 1: Suggest reinstalling the app.
Step 2: Ask the student to check their internet connection.
Step 3: Suggest trying another internet connection.
Network Error – iOS #
Step 1: Suggest resetting the network settings and restarting the device.
Step 2: If the issue persists, recommend resetting the network settings on the device used for the hotspot.
Step 3: If the issue still exists, suggest updating the OS if available.
Test Not Reset in New Plan #
Step 1: If the test isn’t reset, ask the student to reinstall the app.
Step 2: If the issue persists, collect details and add it to the reset sheet.
Note: Verify that the student has purchased the new plan.
Test Not Reset in Existing Plan #
Step 1: If the test isn’t reset, ask the student to reinstall the app.
Step 2: If the issue persists, collect details and add it to the bug entry sheet.
Note: Verify the reset condition accordingly.
If Any Issue Persists #
Step 1: Collect all relevant details (device information, error codes, network status, etc.).
Step 2: Inform the appropriate team for further investigation and resolution.
