> For the complete documentation index, see [llms.txt](https://docs.kc7cyber.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.kc7cyber.com/event-resources/troubleshooting.md). # Troubleshoot common issues Most KC7 issues have simple fixes. Wrong link, browser cache, network filter. This page is organized by when problems show up so you can jump straight to a fix. ## Quick fixes during an event ### Participant can't access the game 1. Confirm they're using the Go Link, not the intro link. 2. Try incognito mode to bypass cache and extensions. 3. Switch browsers, for example Chrome to Firefox. 4. Try a different network or a mobile hotspot if the institutional network is blocking. ### Game won't load 1. Hard refresh with `Ctrl+F5` or `Cmd+Shift+R`. 2. Clear the browser cache. 3. Disable ad blockers. 4. Confirm the internet connection. ### Lost progress 1. Confirm the participant is logged into their account, not playing as a guest. 2. Verify they're using the correct game link. 3. Email with the username and game code if progress doesn't return. ## Pre-event issues ### Approval email hasn't arrived after 72 hours * Check spam and junk. * Verify the email address on the request. * Resubmit at [kc7cyber.com/gameon](https://kc7cyber.com/gameon). * Email with your request details. ### Intro page shows an error * Verify the exact URL from the approval email. * Confirm you're not using the participant Go Link by mistake. * Check for extra characters in the URL. * Try a different browser. ### Network blocks KC7 * Request that IT whitelist `*.kc7cyber.com`. * Provide an educational justification. * Use a guest network if available. * Plan mobile hotspots as backup. ## During-event issues ### Participants can't join | Symptom | Fix | | ---------------- | ----------------------------------------------------------------------------------------------- | | "Game not found" | Confirm the Go Link, check for typos, copy-paste from email | | "Access denied" | Verify the game date matches today, confirm the participant limit isn't exceeded, clear cookies | | Login problems | New users create an account first, existing users try password reset, fall back to guest | ### Performance issues **Slow for one participant.** Close extra tabs, check for at least 3 Mbps, switch to wired, disable video in the call. **Slow across the room.** Stagger participant starts, check venue bandwidth, reduce concurrent users, switch to backup network. **Pages stop responding.** Hard refresh (`Ctrl+Shift+R`), clear the last hour of browser data, try a different browser, confirm JavaScript is enabled. ### Scoring or progress * **Points not updating.** The scoreboard refreshes every 30 seconds. Refresh the page, confirm the answer was submitted, look for the green checkmark. * **Lost progress mid-game.** Progress auto-saves. Have them log back in with the same account. Note the username if you need support. * **Wrong team or individual setting.** Contact host immediately. Fixable in the tenant dashboard. ## Post-event issues ### Can't access results * Results stay available for 30 days in the tenant dashboard. Export before they expire. * Badges only award on full completion. Partial progress doesn't count. ### Participant wants to keep playing Games stay open after the event. Reshare the Go Link and progress continues to save. To offer a different module, add a new game in your tenant and share the new Go Link. ## Browser-specific fixes | Browser | Symptom | Fix | | ------- | ---------------------------- | --------------------------------------------------------------------------------------- | | Chrome | "This site can't be reached" | Clear DNS at `chrome://net-internals/#dns`, disable QUIC, reset Chrome settings | | Firefox | "Secure connection failed" | Check date and time, clear cookies for kc7cyber.com, disable strict tracking protection | | Safari | Page formatting broken | Enable JavaScript, disable content blockers, update to the latest version | | Edge | Compatibility problems | Switch to Chrome compatibility mode, clear browsing data, check enterprise policies | ## Institution-specific issues ### School networks * **Chromebook restrictions.** Work with IT for a policy exception, use guest mode if allowed, try teacher override codes. * **Content filter blocking.** Request approval under educational gaming, ask for a domain whitelist, or get a time-based exception for the event window. ### Corporate networks * **VPN interference.** Disconnect VPN if possible, use split tunneling, or fall back to personal devices. * **Proxy issues.** Configure browser proxy settings, add a proxy bypass for KC7, or use a direct connection. ## Virtual event issues * **Screen sharing.** Share a specific browser tab rather than the whole screen, check platform permissions, have a co-host ready as backup presenter. * **Audio echo.** Mute when not speaking, use headphones, adjust audio settings, consider push-to-talk. * **Participants can't see the game.** Confirm you're sharing the right window, drop the Go Link in chat so they can play independently. ## Tenant dashboard issues * **Can't add new games.** Check tenant permissions, verify a classroom is selected, clear browser cache, try a different browser. * **User management problems.** Bulk operations may take time. Confirm email addresses are valid, verify role permissions, export and import as a backup. * **Data export failing.** Reduce the date range, export smaller groups, try a different format, check browser download settings. ## When all else fails ### Get help fast 1. **Discord (fastest).** [KC7 Discord](/community/getting-help.md) for real-time help from the community. 2. **Email support.** . Include the event code, issue description, and screenshots. Response within 24 to 48 hours. 3. **Backup activity.** Have an offline cybersecurity activity ready (discussion questions, video walkthrough, makeup session). ### Information to send to support * Event or game code * Number of affected participants * Browser and version * Exact error messages * Screenshots if possible * What you've already tried ## Prevent issues before they happen **One week before.** Run a full test with real accounts, check network requirements, verify links work, line up IT support on standby. **Day before.** Send a reminder with the correct link, test from a participant's perspective, prepare a troubleshooting handout, charge devices. **Day of.** Arrive 30 minutes early, retest everything, keep your backup plan and support contacts handy. ## Tips from experienced hosts * Always have a backup plan in case internet fails. * Test with actual participants, not just your own account. * Document issues and solutions to build your own playbook. * Stay calm during problems. Participants follow your lead. * Treat troubleshooting as part of the cybersecurity lesson. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.kc7cyber.com/event-resources/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. 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