Sandbox What do I do if I see a Blank or "Cloud" Screen?

Update your browser, clear the cache, and check content filters

If you attempt to launch Reading Assistant and see a blank screen or "clouds" screen that looks like this, you can take several troubleshooting steps.

1. Check that firewall and content filter requirements have been met

Firewalls, Content Filters, Proxy Servers, and Virus Protection can significantly impact Reading Assistant’s overall performance, even when bandwidth appears sufficient.

Contact your school or district's IT administrator to ensure content filters and proxy servers are correctly configured. See What are the Reading Assistant technical requirements?

2. Clear the cache and cookies

The following links will direct you to the browser-specific support to clear the cache and cookies:

• Mozilla Firefox

• Google Chrome

• Apple Safari

• Microsoft Edge

• iPad Safari

3. Enable private browsing

The following links will direct you to the browser-specific support to enable private browsing:

• Mozilla Firefox

• Google Chrome

• Apple Safari

• Microsoft Edge

• iPad Safari

Additional considerations

If using Classlink, ensure the ClassLink LaunchPad is updated to the most recent version. (Must be version 31.8.4 or later.)

Support

• Web: Chat with a Support Agent

• Email: Submit a Case

• Phone: 800-225-5750, Option 3 (Technical Support)