Technical Support

Technical issues are when you cannot view or access certain parts of the Edrolo platform. Some examples include: 

• The gremlins page
• Invalid email address
• The 'Who goes there?' page
• Videos not loading
• Cannot view student responses
• Cannot save your answers

Technical issues are commonly caused by your device or device settings. To troubleshoot the issue, please follow the steps below: 

1. Try a different browser like Google Chrome or Microsoft Edge (Internet Explorer may not support all functions) to see if the issue persists.
   • If the new browser resolves the problem, continue using it for Edrolo. 
   • If you wish to use your previous browser, perform a "Force Reload" to refresh the browser's cache and clear saved settings for edrolo.com.au. Here's how:
     • Go to edrolo.com.au.
     • On Windows/Linux, press Ctrl + F5. On Mac, press Command + R.
     • Enable cookies for Edrolo in Google Chrome. To do this:
     1. Click the vertical three dots in Chrome's top right corner and select 'Settings'.
     2. Under 'Privacy and Security', click 'Cookies and other site data'.
     3. Scroll down to 'Sites that can always use cookies' and choose 'Add'.
     4. Enter  http://edrolo.com.au and select 'Add'.
2. Log into Edrolo using Incognito or a private browsing window by pressing Ctrl/Cmd + Shift + N. 
   • If the issue disappears, it might be caused by an interfering extension or add-on. Disable them one by one, starting with adblocking software.

If the issue persists, please reach out to the Edrolo Customer Care Team at help@edrolo.com.au 

In your email, please include:

• The subject name and year level of the course
• A description of the error
• A screenshot of your entire screen when the error occurs and;
• A screenshot of the Javascript console:
  • On Windows/Linux, press Control + Shift + J.
  • On Mac, press Command + Option + J