Troubleshooting & common scenarios
Resolve missing controls, blank lists, failed uploads, attendance exports, profile corrections and renewal questions.
For: Organization Admin, Teacher, Student
Reviewed 2026-10-25
You may not see every control shown. Your role, custom permissions, assigned records and plan apply. All screenshots use sample data in Light mode with Emerald.
On this page
A feature, tab or record is missing
First confirm your signed-in email, role and current organization. Clear search and status filters. Teachers should confirm their assigned classes/subjects and ask their Admin to check custom permissions. Students should ask the Admin to verify enrollment and the student-account link.
A missing Permissions tab for a Teacher is expected: only Admin manages teacher grants. A missing Billing or Metadata link is also expected outside the permitted role. A direct address or bookmarked link cannot bypass these rules.
Steps
- Check account and organization.
- Clear filters and refresh once.
- Ask the authorized manager to review scope and permissions.
- Report a persistent error with the page address, action and error text.
An attachment will not upload
Check the file type and size allowed by that upload control. Then ask the Admin to review organization storage. Free blocks non-profile image uploads; paid plans still have quotas. Expired add-on capacity can leave the organization above its current allowance without deleting existing files.
Profile images use a separate exempt workflow with image validation. Exemption does not make an invalid image valid. If a submission deadline has passed, buying storage does not reopen that assignment.
Steps
- Read the exact validation error.
- Check the current storage allowance and add-on expiry.
- Use an allowed file or ask Admin to purchase capacity if appropriate.
- Wait for a successful upload and submission confirmation.
Attendance PDF is empty or incomplete
Choose the intended batch, class, subject and date before export. Use Day, Week or Month to match the period you need. Attendance must have been saved for the selected context. An empty filter result is not evidence of a student's absence.
Open the downloaded PDF and verify the period and student rows. If rows are still missing despite saved attendance, report the selected context and period to the Admin or support. Do not repeatedly mark students present just to populate an export.
Steps
- Confirm the subject and period.
- Verify the register has saved records.
- Export again and inspect the PDF before sharing.
Expiry or payment information looks wrong
The organization Admin should refresh Billing after support confirms an expiry-date correction. If a paid organization has no recorded expiry, contact support to confirm the agreed validity; it should not be assumed to have unlimited access. Free does not use the same paid expiry rule.
After a payment, wait for verification. Use the retry verification action if offered and keep the payment reference. Paying twice is not the solution to a pending verification state. Same-plan early renewal extends a future expiry; a different plan starts under the upgrade rules.
Request help with useful context
Ask your organization Admin about enrollment, identity corrections, permissions and assignment rules. For a platform issue, use the support request form when available, or email support@eduskon.com. Include the affected screen, your role, the steps taken and the visible error.
Use synthetic or redacted examples when sending screenshots. The support panel's Chat tab offers Ask EduSkon documentation guidance, not a human agent. Exams supports free online MCQ workflows; paid, written/offline and live-monitoring workflows are not available in the current release.