Troubleshooting and FAQ

Common Issues and Solutions

This guide covers the most frequently encountered issues with Spellcaster and their solutions. If you don't find your answer here, please don't hesitate to contact our support team.

Game Not Loading or Loading Very Slowly

Symptoms: The game is not loading for one or more learners, or the loading is very slow.

Solutions:

• Ensure Spellcaster is whitelisted: Please ensure that Spellcaster is whitelisted on your school network and that you meet the network requirements.
• Stagger logins: We suggest staggering logins for multiple students logging in for the first time to prevent network bottlenecks.
• Allow caching to occur: After the first login, content will be cached locally, making subsequent logins much faster.

You can read more in our Network Requirements documentation.

No Audio Playing on Tablet Devices

Symptoms: There's no audio playing despite the device volume being turned up.

Solution:

Please ensure your device is not muted. Some devices have a physical mute switch (typically found on the side or top), while others control mute through software settings. Spellcaster is unable to override device mute settings, even if the audio volume is turned up. The device must not be muted for the game's audio to play properly.

General Technical Issues or Syncing Problems

Symptoms: Experiencing various technical issues, data not syncing properly, or unexpected behavior.

Solution:

Often problems can be solved by simply signing out and signing back in, which helps to refresh the game, flush the data, and ensure everything's in sync. We recommend signing out and signing back in every so often to keep things synchronized properly.

Invitation Failing to Reach Intended Recipient

Symptoms: Invitation emails are not being received by the intended recipient.

Solution:

This is often due to typographical errors in the email address. Please carefully check the email address of the person you've sent the invitation to, ensuring there are no spelling mistakes or extra characters.

Also check the recipient's spam/junk folder, as invitation emails may occasionally be filtered there.

Spellcaster Looks Cramped or Cluttered on Screen

Symptoms: The interface appears cramped, cluttered, or difficult to use, particularly on smaller screens.

Solution:

At this stage, Spellcaster is not designed to be used on mobile phones. We only recommend using Spellcaster on devices with displays larger than 1024x768 pixels.

Recommended devices:

• Laptops - All standard laptop computers
• Desktop computers - All desktop monitors
• Most tablets - iPad, Android tablets, and similar devices
• Chromebooks - Standard Chromebook devices

Not recommended:

• Mobile phones - iPhone, Android phones, and similar devices
• Small tablets - Devices with screens smaller than 1024x768 pixels
• Smartwatches - Any wearable devices

General Recommendations

Browser Recommendations:

We only recommend running Spellcaster on the following browsers:

• Google Chrome - Latest version recommended
• Microsoft Edge - Latest version recommended
• Mozilla Firefox - Latest version recommended

Important: Do not use Spellcaster in an embedded browser (such as those found within other applications, opened via email or learning management systems). Always open Spellcaster directly in one of the recommended browsers listed above.

General Troubleshooting Tip:

If you're experiencing any issues with Spellcaster, one of the first things to try is accessing it from a different browser or device. Many technical problems can be resolved by simply switching to a different browser or using a different device that meets our recommended specifications.

This can help identify whether the issue is specific to your current browser setup or device configuration.

Understanding Different Parts of Spellcaster

If you're new to Spellcaster or need help understanding how different features work, we recommend watching our getting started videos, which provide step-by-step guidance on using the platform.

View Getting Started Videos

Need Additional Support?

If the solutions above don't resolve your issue, please feel free to reach out for support. To help us diagnose and fix any problems you may encounter and offer you the best support possible, please include:

• Screenshots or screen recordings of the issue
• Detailed description of what you were doing when the problem occurred
• Device information (type of device, browser, operating system)
• Any error messages that appeared on screen
• Screenshots of your browser console showing any errors (see our guide on how to access the browser console)

Contact us at: rupert@spellcaster.education

Last updated on 20/10/2025