Troubleshooting common issues

Before you start

Most cases are resolved with four checks:

1. The browser is Chrome, Edge, Firefox or Safari, in a current version.
2. The microphone is allowed for app.lingoquesto.com in the browser and in the operating system.
3. The person reloaded the page and, if the problem continues, cleared the browser cache.
4. The problem also happens on another device or on another network.

If it fails on the institution’s network and works on another one, the cause is usually the firewall or the proxy. See Technical and network requirements.

Common issues

It doesn’t record, the tutor doesn’t respond or the audio cuts out

This is the most urgent case because it prevents practicing.

• Microphone permission. Check the padlock in the address bar and the operating system’s privacy settings.
• Microphone in use. Close other applications that may be using it, such as a video call.
• Managed devices. Confirm that a group policy isn’t blocking the microphone.
• Inside the LMS. Open LingoQuesto in a new tab instead of embedded.
• Network. Confirm that the proxy allows WebSocket and that the storage domains are allowed: without them, the audio isn’t uploaded.

“I finished it and it still shows as pending”

• Minimum time. If the assignment requires a minimum practice time, the activity doesn’t count as completed until that time is reached. The practice screen shows how much is left.
• Finishing. The practice is only submitted when the student finishes it. If they left without finishing, they can resume where they left off.

The student can’t see their class or their activity

• Account. Confirm which email they signed in with. It’s common to have one account with a personal email and another with the institutional one.
• Class. Confirm that they accepted the invitation or that the class code is the right one.
• Campus. If the person belongs to more than one campus, check which one they are working in.
• Assignment. Confirm that the activity is published and assigned to that class or to that student.

“It graded me wrong”

• Check the report’s section breakdown. Since October 16, 2026, a section that the activity has and the student didn’t practice is worth 0: in an activity with words, phrases and conversation, practicing only the words, even if they all score 95, leaves the grade at 24.
• Listen to the recording: a cut-off or noisy recording explains most cases.
• Check whether the phrase contains numbers, acronyms or proper names.
• Check the per-criterion details. A low overall grade may come from grammar or vocabulary and not from pronunciation.

The teacher can’t create, publish or assign

• Publishing. A draft activity can’t be assigned: it has to be published first.
• Duplicate assignment. If a student already has that content assigned from another class, the platform rejects the second assignment.
• Cover image. If an image upload fails, try a JPG or PNG file.
• AI generation. If an activity or a course stays in progress for several minutes, reload the page before trying again.

The screen shows “Something went wrong”

It usually appears after a platform update, when the browser keeps an older version. It is fixed by reloading the page or clearing the cache.

Evidence to include with a case

• Email of the affected person and their role.
• Name of the class and of the activity or course.
• Approximate date and time, with the time zone.
• Device, operating system and browser.
• Screenshot or video of the problem, with the error message visible.
• What the person was doing and whether the problem happens again.
• Whether it affects one person, one class or the whole institution.

When to escalate to LingoQuesto

• The problem continues after the four initial checks.
• It affects several people at once.
• A grade, a practice time or a progress figure doesn’t match what the student did.
• The generated content doesn’t match the requested level, topic or language.
• Something that was deleted by mistake needs to be recovered.

The channel is the support chat, which opens with the purple button inside the platform.