Our developers thoroughly investigated reports by some ABCmouse users on mobile devices that they occasionally saw an error/status message indicating they were offline
- Issue: When attempting to log in to ABCmouse, some mobile app users reported receiving the following error message—“You are offline”—and have been unable to log in.
- Platform: Mobile devices only.
- Status: Resolved. Our Developer Team was able to determine that this is not an issue with our mobile app, but rather a notification to users that their Wi-Fi was either entirely down or weak/unstable enough that it did not support a login at that time. We encourage anyone who sees this offline status notification to first check the status of their modems and routers and then follow the steps below.
- Recommendations:
- Verify you have the most recent version of the ABCmouse app installed on your device.
- Swipe down from the top of your mobile device’s screen in order to bring up the menu with the Wi-Fi option (or access your Wi-Fi settings another way).
- Turn off the Wi-Fi, wait a few seconds, and then turn it back on. This should redirect you to the Student Homepage.
- You can also try unplugging your router for 30 seconds and plugging it back in.
- If the previous steps don't restore your connection, Force Close the ABCmouse app and try to open it again.
How to Report This Issue
While we expect that following the simple troubleshooting steps above will resolve the issue for anyone else who experiences it, but you are not able to do so, please send your details to our Developer Team. It would be helpful for us if you could provide the following information:
- The computer or device you were using
- Your operating system
- Any actions you performed leading up to the issue
- Any other observations you think may be relevant
Just click or tap the Help icon below to let us know. We’ll update this page with any solutions or helpful hints.