Troubleshoot Network & Browser Issues Index  

Network Slowness / Server Not Found

Our servers have not been overburdened for two years now, so when customers report network problems, it almost always turns out to be an issue on their end:

•  Make sure you're using the correct web address: snapgrades.net
•  Try another website to see if it loads faster. Use a dynamic site, like cnn.com, to make sure you're not looking cached copies of offline webpages.
•  Try restarting your computer, in case its network settings are corrupt.
•  Try closing unneeded windows, in case your computer is low on memory.
•  For Internet Explorer, try deleting your cache in case it is corrupt.
•  Try a different browser, like Firefox instead of Internet Explorer.
•  Try a different computer.
•  Try a different network, like your home ISP instead of your school network, or vice versa. If problems occur only on your school network, see "Proxy Cache" below.

Please contact us if none of the above helps.

Email not received

First check your Junk folder. SnapGrades sends email immediately, so if you do not receive email within a couple minutes, and you're sure your email address is correct, your spam filter may actually be deleting the email. Ask your IT staff to add *@snapgrades.net to their white list.

The problem mostly likely occurs when both the sender and recipient have school email accounts, because the school's spam filter sees "Reply-To" and "Return-Path" headers for "sender@yourschool.k12.ca.us" even though the email did not originate from "yourschool.k12.ca.us", so it flags or deletes the email.

This generally isn't a problem for recipients at Gmail, Yahoo Mail, HotMail, and most ISP's, which are more accurate at detecting spam. So if your IT staff cannot fix their spam filter, try changing your email on to a non-school email address to see if that works better.

Cookies

SnapGrades uses browser cookies to improve security. When a staff member logs in on a computer or browser without a previous cookie, SnapGrades emails an automatic alert to them. If your network is set to periodically delete all browser cookies, this will generate false security alerts which may panic your staff. Staff can disabled these security alerts by going to the Setup Account & Password page and unchecking "Email me if I login on different computer". But for better security we recommend that you do not delete cookies from snapgrades.net.

Proxy Cache

Normally secure webpages are not supposed to be cached, but some campuses configure their proxies to break the rules to reduce bandwidth costs. Caching is intended only for static content, but SnapGrades is a dynamic web application, so caching causes users to lose data and be logged out randomly. Make sure your proxies obey the "Cache-Control" header for pages from snapgrades.net (67.192.47.227).

Browser Cache

Most browsers handle caching properly with no problems. However, Internet Explorer for Windows does have an unstable cache that tends to get corrupted, so if users are experiencing random problems, the first thing they should try is to delete the cache.

Browser Auto-Fill

Some browsers attempt to auto-fill web forms or try to "help" you type grades that it remembers from before, which is very annoying. All users should turn off their browser's auto-fill feature. See Browser Settings.

Browser Print Settings

By default browsers print the URL, date, and other information at the top and bottom of pages, but this is ugly and sometimes causes pages to be cropped. All users should change their browser's print settings according to the instructions at Browser Settings.

Pop-up Blockers

The default settings for most pop-up blockers cause no problems for SnapGrades. But if clicking the Help link does not open the Help window, set your pop-up blocker to allow snapgrades.net.


See also: Troubleshoot Printing