This guide helps students, teachers, and IT administrators resolve the most common issues encountered when using the ELSA School Student App.

1. Prerequisites

1.1 System Requirements

1.2 User Device Requirements

• Microphone permissions must be allowed in the browser.

• Device should not have physical obstructions to the microphone. Potential blockers:

  • Case

  • Screen protector.

1.3 Network & Security Requirements

Your school IT should whitelist the following:

2. Troubleshooting

Below are common issues, their reasons, and step-by-step solutions.

2.1 Microphone Not Allowed

Error:
“Microphone access is required. Please enable it in your device settings.”

Reason:
Microphone permission is denied in the browser.

Solution:

1. Open browser Site Settings.

2. Enable Microphone for the ELSA website.

3. Reload the page.

2.2 App is not picking up student's voice.

Error:

“Did you read the whole phrase? Try again.” Appears Repeatedly

Reason:
The app is not detecting the user’s voice.

Possible Causes & Solutions:

2.3 Cannot Connect to Server

Error:
“Cannot connect to server.”

Reason:
School firewall or content filtering is blocking access to ELSA servers.

Solution:

1. Verify all required domains are whitelisted.

2. Confirm port 443 and WebSocket traffic are permitted.

3. If issue persists, contact ELSA Support.

Additional checks for iPad environments:

• Confirm whether MDM or content filtering is installed.

• Some filters may block specific HTTP methods (e.g., PATCH, PUT).

• Check if lockdown mode is enabled: https://support.apple.com/en-us/105120

• IT may need to enable these methods in the filtering policy.

2.4 Cannot See Latest Assignment From Teacher

2.5 App Is Slow or Laggy

Reason:
Device specifications are insufficient or cache has built up.

Solution:

• Switch to a supported device with higher processing power or more memory.

• Clear cache in the browser.

2.6 Cannot login into the Student App

Error:
“Credentials don’t match.”

Reason:
Email or password is incorrect.

Solution:

1. Click “Forgot password” on the login page and reset your password.

   • If you use your own school email, enter that email and check your inbox for the reset link.

2. If you use an alias such as xxxxx@elsaspeak.com, inform your teacher to contact ELSA Customer Support to reset password.

3. If you use an alias like elsa_001@k12.elsanow.io, notify your teacher.

   • Your teacher can reset your password directly through the admin dashboard.

Error:
“Your account is inactive. Please contact your teacher.”

Reason:
The student account is marked as inactive in the admin dashboard.

Solution:

1. Teacher should reactivate the account in the admin dashboard.

2. If the account is already active, contact ELSA Support.

   • The student may be inactive in another organization, which needs to be corrected on ELSA’s side.

2.7 Read Aloud fails to save recording

Error:

“Internal Error” appears when finishing recording in Read Aloud.

Reason:
There was an error processing the recording.

Possible Causes & Solutions:

3. When to Contact ELSA Support

After completing the above steps, contact ELSA through this Reporting form (https://forms.gle/beGvWffUr8A6nKiE6) if:

• Issues persist across multiple devices

• Students are unable to use the app despite correct settings