Troubleshooting & Solutions
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
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
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
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 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
Always have a backup plan - Internet fails, be ready
Test with actual participants - Not just your account
Document issues and solutions - Build your playbook
Keep calm during problems - Participants follow your lead
Turn issues into learning - Troubleshooting is cybersecurity!
Remember: Most issues have simple solutions, and the KC7 community is here to help!
Last updated