Forums | Acellus Academy

05 April 2022, 0:38

Good evening. 

My daughter recently purchased a tablet case that came with a Bluetooth keyboard so that she can use her tablet like a computer. Her tablet hooks to it just fine and it works on her other apps just fine. However, whenever she tries to use it on her Acellus app, if it disconnects at all or her keyboard goes into sleep mode,the whole tablet screen goes white and freezes up. When she clicks the back button or attempts to refresh, it has logged her out of the app. Is there any fix to this? Her keyboard works fine on other applications and she can leave the app and her display returns to normal, so I am convinced it is just the Acellus app disliking the input. 

Also, whenever she signs into her account, it makes her sign in twice. She puts in the right username and password, but it completely closes her out of the app and makes her sign in again before letting her onto her dashboard. Is anyone else having this issue? It has done this on two different devices (both tablets). Its not the end of the world, but is sometimes frustrating. 

Thank you!

05 April 2022, 16:01

Please try the following troubleshooting solutions suggested by our Tech Support Team with the Acellus App:

• Verify your Internet Connection is working
  • If using a WiFi network, try rebooting the router & modem
  • Test connectivity by connecting to a different Internet provider to ensure connection: WiFi, Mobile Data, Hotspot, etc.
• Uninstall and reinstall app
• Restart device

You will also need to be sure that you are working from a device that can support the Acellus app. If you work from an older device or a computer behind on updates, you can experience trouble with this. 

The Acellus program is compatible with many different devices, including Mac, Windows, iOS, and Android. For a complete list of supported devices, please visit https://www.acellusacademy.com/technology-support/.   

If you are still experiencing technical difficulties, please contact our Suppor Team for further assistance: Contact Support Team.