Most problems clear with a few quick steps. Your work saves as you type, so these steps won't lose anything you've written.
A page won't load
- Reload the page.
- Check your internet connection. On school wi-fi, try another network if you can, such as your phone's hotspot.
- Sign out, then sign in again. Select your name at the bottom of the sidebar, then Sign out.
- Try a private browser window, or another browser. This rules out an old sign-in or an add-on getting in the way.
If you see "We couldn't check your setup just now. Reload the page to try again.", reload the page.
A draft seems stuck
Writing a report usually takes about 40 seconds. Lantern shows each step as it goes: reading your notes, writing the draft, then checking it against your school's rules and your notes. If the draft is too long, it writes a shorter version, which takes a little longer.
If nothing has changed for a few minutes, or you see "Lantern couldn't write this report. Please try again.", select Write again. Your notes are kept.
A Batch runs on Lantern's servers, so it keeps going if you leave its page, and its progress page shows each student as they finish. If a student's report failed, write it again for that student on its own.
A check doesn't finish
If the rules check or the notes check couldn't run, the list says so with a Try again or Check now button. Select it. You can't sign off until the checks have run.
"Too many requests"
Lantern limits how many drafts and checks each person and school can ask for in a short time. If you see "Too many requests. Please try again later.", wait a few minutes before trying again.
Lantern is slow
Busy times, such as the week reports are due, can slow things down. Drafts and checks take longer than usual, but they finish. If Lantern stays slow for a long time, let us know.
When to contact us
Contact us if a problem keeps happening after these steps, if you've lost text, or if something looks wrong in a report you can't fix. Tell us:
- what you were doing, and on which page
- the exact message you saw, or a screenshot
- roughly when it happened
- whether you're on a computer, phone or tablet, and which browser
You don't need to include students' names.
Still stuck?
Email support@lanternreports.com.au and a real person will get back to you.