# Troubleshooting

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.

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## 🚨 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

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## 📅 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](https://kc7cyber.com/gameon)
* Contact <events@kc7cyber.com> 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.** 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.

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## 🏁 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.

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## 👥 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.

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## 📊 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

1. **Discord (Fastest):** [KC7 Discord](/community/discord.md)
   * Real-time help from community
   * Screen sharing available
   * Other hosts can assist
2. **Email Support:** <events@kc7cyber.com>
   * 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 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.

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## 💡 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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