Troubleshooting
Quick solutions to common technical issues during KC7 events
Most KC7 issues have simple fixes. Wrong link, browser cache, network filter. This guide is organized by when problems show up so you can jump to what you need.
🚨 Emergency Quick Fixes
Participant Can't Access Game
Verify correct link - Ensure they're using the GO link, not the intro link
Try incognito mode - Bypasses browser cache/extension issues
Switch browsers - Chrome → Firefox or vice versa
Check network - Try mobile hotspot if institutional network blocked
Game Not Loading
Refresh page (Ctrl+F5 or Cmd+Shift+R)
Clear browser cache
Disable ad blockers
Check internet connection
Lost Progress
Check if logged in - Progress saves to account
Verify correct game link
Contact support with username and game code
📅 Pre-Event Issues
"Event Not Approved Yet"
Symptom: Haven't received approval email after 72 hours
Solutions:
Check spam/junk folder
Verify email address in request
Resubmit request at kc7cyber.com/gameon
Contact [email protected] with request details
Can't Access Intro Page
Symptom: Intro link shows error or "not found"
Solutions:
Verify exact URL from approval email
Check if accidentally using participant (GO) link
Ensure no extra characters in URL
Try different browser
Network Blocking KC7
Symptom: IT says site is blocked
Solutions:
Request whitelist for
*.kc7cyber.comProvide educational justification
Use guest network if available
Consider mobile hotspots as backup
🎮 During Event Issues
Participants Can't Join
"Game Not Found" Error. Confirm they're using the GO link (not intro), check for typos, have them copy-paste the link directly from email.
"Access Denied" Message. Verify the game date matches today, check participant limit isn't exceeded, clear cookies and retry.
Login Problems. New users must create an account first. Existing users should try password reset. Create a guest account as a quick fallback.
Performance Issues
Slow loading or lag, individual: close extra tabs, check internet speed (need 3+ Mbps), switch to wired, disable video in virtual events.
Slow loading across the event: stagger participant starts, check venue bandwidth, reduce concurrent users, switch to backup network.
Pages not responding: hard refresh (Ctrl+Shift+R), clear last hour of browser data, try a different browser, confirm JavaScript is enabled.
Scoring/Progress Issues
Points not updating. The scoreboard updates 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, confirm the correct game session, note their username for support.
Wrong team/individual setting. Contact host immediately. Fixable in the tenant dashboard, may require restarting the game session.
🏁 Post-Event Issues
Can't Access Results
Missing scoreboard: results stay available for 30 days in the tenant dashboard. Export data before it expires.
Incomplete badges: badges only award on full completion. Partial progress doesn't count. Confirm the participant finished the module.
Participant Wants to Continue
Games stay open after the event ends. Reshare the GO link and progress continues to save.
For a different module, add a new game in your tenant and share the new GO link. Previous progress is retained on their account.
💻 Browser-Specific Issues
Chrome, "This site can't be reached": clear DNS cache at chrome://net-internals/#dns, disable QUIC protocol, reset Chrome settings.
Firefox, "Secure connection failed": check date/time settings, 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 the educational gaming category, 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 internet 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 a backup presenter.
Audio echo or feedback: participants mute when not speaking, use headphones, adjust platform audio settings, consider push-to-talk.
Participants can't see the game: make sure you're sharing the right window, increase screen resolution, 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 to process, confirm email addresses are valid, verify role permissions, export/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
Immediate Support Channels
Discord (Fastest): KC7 Discord
Real-time help from community
Screen sharing available
Other hosts can assist
Email Support: [email protected]
Include: Event code, issue description, screenshots
Response within 24-48 hours
Backup Plans:
Have offline cybersecurity activity ready
Prepared discussion questions
Video walkthrough of module
Schedule makeup session
Information to Gather for Support
When contacting support, provide:
🎯 Prevention Tips
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.
💡 Pro 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 since participants follow your lead. Treat troubleshooting as part of the cybersecurity lesson.
Most issues have simple solutions, and the KC7 community is here to help.
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