Troubleshooting

Here's an important truth: something will probably go wrong during your event. A participant can't log in. The network acts up. Someone's browser misbehaves. This is completely normal, and it happens at even the most expertly-run events.

The difference between a stressful event and a smooth one isn't whether problems occur - it's how quickly you solve them. This guide exists so you can fix common issues in seconds instead of minutes, keeping your event on track and your participants engaged.

Most KC7 issues have simple solutions. Can't access the game? Try a different browser. Slow loading? Close some tabs. We've organized solutions by when issues typically happen and how critical they are, so you can jump straight to what you need.

Remember: troubleshooting is actually part of cybersecurity. When you calmly solve technical problems, you're modeling exactly the kind of thinking you want participants to learn.

Common Issues & Quick Fixes

This guide helps you resolve common issues quickly during your KC7 event. Problems are organized by when they typically occur.

---

🚨 Emergency Quick Fixes

Participant Can't Access Game

1. Verify correct link - Ensure they're using the GO link, not the intro link

2. Try incognito mode - Bypasses browser cache/extension issues

3. Switch browsers - Chrome → Firefox or vice versa

4. Check network - Try mobile hotspot if institutional network blocked

Game Not Loading

1. Refresh page (Ctrl+F5 or Cmd+Shift+R)

2. Clear browser cache

3. Disable ad blockers

4. Check internet connection

Lost Progress

1. Check if logged in - Progress saves to account

2. Verify correct game link

3. 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.com

• Provide educational justification

• Use guest network if available

• Consider mobile hotspots as backup

---

🎮 During Event Issues

Participants Can't Join

"Game Not Found" Error

• Check: Using GO link, not intro link?

• Verify: No typos in shared link

• Try: Copy-paste link directly from email

"Access Denied" Message

• Check: Game date matches today?

• Verify: Participant limit not exceeded

• Try: Clear cookies and retry

Login Problems

• New users: Must create account first

• Existing users: Try password reset

• Quick fix: Create guest account if needed

Performance Issues

Slow Loading/Lag

For individuals:

• Close unnecessary browser tabs

• Check internet speed (need 3+ Mbps)

• Try wired connection

• Disable video if in virtual event

For entire event:

• Stagger participant starts

• Check venue bandwidth

• Reduce concurrent users

• Switch to backup network

Pages Not Responding

• Hard refresh (Ctrl+Shift+R)

• Clear browser data for last hour

• Try different browser

• Check if JavaScript enabled

Scoring/Progress Issues

Points Not Updating

• Wait: System updates every 30 seconds

• Refresh: Scoreboard page

• Verify: Answer submitted properly

• Check: Green checkmark appeared?

Lost Progress Mid-Game

• Don't panic: Progress auto-saves

• Log back in: With same account

• Check: Correct game session

• Note: Username for support

Wrong Team/Individual Setting

• Contact host immediately

• Can be fixed in tenant dashboard

• May need to restart game session

---

🏁 Post-Event Issues

Can't Access Results

Missing Scoreboard:

• Results available for 30 days

• Check tenant dashboard

• Export data before expiration

Incomplete Badges:

• Badges awarded on completion

• Partial progress doesn't count

• Check participant finished fully

Participant Wants to Continue

Game Still Accessible:

• Games remain open after event

• Share GO link again

• Progress continues to save

Want Different Module:

• Add new game in tenant

• Share new GO link

• Previous progress retained

---

💻 Browser-Specific Issues

Chrome

Issue: "This site can't be reached"

• Clear DNS cache: chrome://net-internals/#dns

• Disable QUIC protocol

• Reset Chrome settings

Firefox

Issue: "Secure connection failed"

• Check date/time settings

• Clear cookies for kc7cyber.com

• Disable strict tracking protection

Safari

Issue: Page formatting broken

• Enable JavaScript

• Disable content blockers

• Update to latest version

Edge

Issue: Compatibility problems

• Switch to Chrome compatibility mode

• Clear browsing data

• Check enterprise policies

---

🏫 Institution-Specific Issues

School Networks

Chromebook Restrictions:

• Work with IT for policy exception

• Use guest mode if allowed

• Try teacher override codes

Content Filter Blocking:

• Educational gaming category approval

• Specific domain whitelist

• Time-based exception for event

Corporate Networks

VPN Interference:

• Disconnect VPN if possible

• Use split tunneling

• Try personal devices

Proxy Issues:

• Configure browser proxy settings

• Use proxy bypass for KC7

• Consider direct internet connection

---

👥 Virtual Event Issues

Screen Sharing Problems

• Share specific browser tab, not screen

• Check platform permissions

• Use backup presenter if needed

• Have co-host ready

Audio Echo/Feedback

• Participants mute when not speaking

• Use headphones

• Adjust platform audio settings

• Consider push-to-talk

Participants Can't See Game

• Ensure sharing correct window

• Increase screen resolution

• Share GO link in chat

• Have them play independently

---

📊 Tenant Dashboard Issues

Can't Add New Games

• Check tenant permissions

• Verify classroom selected

• Clear browser cache

• Try different browser

User Management Problems

• Bulk operations may take time

• Check email addresses valid

• Verify role permissions

• Export/import as backup

Data Export Failing

• Reduce date range

• Export smaller groups

• Try different format

• Check browser downloads

---

🆘 When All Else Fails

Immediate Support Channels

1. Discord (Fastest): KC7 Discord

   • Real-time help from community

   • Screen sharing available

   • Other hosts can assist

2. Email Support: [email protected]

   • Include: Event code, issue description, screenshots

   • Response within 24-48 hours

3. 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:

• Event/Game code

• Number of affected participants

• Browser and version

• Error messages (exact text)

• Screenshots if possible

• What you've already tried

---

🎯 Prevention Tips

One Week Before

• Run full test with real accounts

• Check all network requirements

• Verify links work correctly

• Have IT support on standby

Day Before

• Send reminder with correct link

• Test from participant perspective

• Prepare troubleshooting handout

• Charge all devices

Day Of

• Arrive 30 minutes early

• Test everything again

• Have backup plan ready

• Keep support contacts handy

---

💡 Pro Tips from Experienced Hosts

1. Always have a backup plan - Internet fails, be ready

2. Test with actual participants - Not just your account

3. Document issues and solutions - Build your playbook

4. Keep calm during problems - Participants follow your lead

5. Turn issues into learning - Troubleshooting is cybersecurity!

Remember: Most issues have simple solutions, and the KC7 community is here to help!