Troubleshoot Common Issues
Fix common technical issues during a KC7 event
Most KC7 issues have simple fixes, and the usual suspects are a wrong link, a stale browser cache, or a 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
Confirm they're using the Go Link, not the intro link.
Try incognito mode to bypass cache and extensions.
Switch browsers, for example Chrome to Firefox.
Try a different network or a mobile hotspot if the institutional network is blocking.
Game Won't Load
Hard refresh with
Ctrl+F5orCmd+Shift+R.Clear the browser cache.
Disable ad blockers.
Confirm the internet connection.
Lost Progress
Confirm the participant is logged into their account, not playing as a guest.
Verify they're using the correct game link.
Email events@kc7cyber.com 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.
Email events@kc7cyber.com 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
"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 dashboard.
Post-Event Issues
Can't Access Results
Results stay available indefinitely in your dashboard.
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 dashboard and share the new Go Link.
Browser-Specific Fixes
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.
Dashboard Issues
Can't add new games. Check your role 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
Discord (fastest). KC7 Discord for real-time help from the community.
Email support. events@kc7cyber.com. Include the event code, issue description, and screenshots. Response within 24 to 48 hours.
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.
Last updated