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.

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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

• 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

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🎮 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

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🏁 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

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💻 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

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🏫 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

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👥 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

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📊 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

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🆘 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

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🎯 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

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💡 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!