Welcome to the Collinear Troubleshooting guide. Here, you’ll find solutions to common technical issues and learn how to resolve problems you might encounter while using our platform. Our goal is to help you quickly overcome any obstacles so you can continue using Collinear effectively.

Assignment Upload Issues

If you’re experiencing problems uploading assignments:

PDF Upload Failures

1. Check File Size: Ensure your PDF is under 25MB. Larger files may need to be compressed.
2. Verify File Format: Confirm your file is a standard PDF (not password-protected or specially formatted).
3. Try Converting: If problems persist, try converting your document to PDF again using a different tool.
4. Alternative Upload: Use the “Alternative Upload” option which supports a wider range of file formats.

Image Upload Problems

1. Image Resolution: Ensure images are clear and high-resolution (at least 300 DPI).
2. File Format: Use common formats like JPG, PNG, or TIFF.
3. Multiple Pages: For multi-page assignments, combine images into a single PDF before uploading.
4. Image Size: Crop unnecessary margins to focus on the mathematical content.

AI Processing Errors

If the AI isn’t properly processing assignments:

Handwriting Recognition Issues

1. Image Quality: Ensure uploaded work is clear and well-lit without shadows.
2. Handwriting Clarity: Advise students to write clearly and avoid overlapping characters.
3. Symbol Spacing: Leave adequate space between mathematical symbols and expressions.
4. Manual Override: Use the manual grading option for assignments with recognition challenges.

Incorrect Grading

1. Review AI Assessment: Carefully review the AI’s analysis and identified errors.
2. Manual Adjustment: Use the grade adjustment tools to correct any AI mistakes.
3. Provide Feedback: Submit feedback about incorrect grading to help improve the system.
4. Contact Support: For persistent issues with specific types of problems, contact our support team.

Account and Access Problems

Solutions for common account-related issues:

Login Difficulties

1. Password Reset: Use the “Forgot Password” link on the login page.
2. Clear Browser Cache: Clear your browser’s cache and cookies, then try again.
3. Browser Compatibility: Ensure you’re using a supported browser (Chrome, Firefox, Safari, or Edge).
4. Incognito Mode: Try logging in using an incognito/private browsing window.

Permission Issues

1. Role Verification: Confirm your account has the correct role (admin, teacher, or student).
2. Class Access: Verify you’re properly enrolled in or assigned to the relevant classes.
3. Account Activation: Ensure your account is fully activated through the email verification process.
4. Administrator Contact: Reach out to your school’s Collinear administrator for role adjustments.

Dashboard and Navigation Issues

If you’re having trouble navigating the platform:

Missing Content

1. Refresh Browser: Try refreshing your browser to update the dashboard.
2. Filter Settings: Check if any filters are applied that might be hiding content.
3. Clear Cache: Clear your browser cache to ensure you’re seeing the latest version.
4. Different Browser: Try accessing Collinear from a different browser.

Performance Problems

1. Internet Connection: Verify you have a stable internet connection.
2. Browser Extensions: Temporarily disable browser extensions that might interfere.
3. Device Resources: Close other resource-intensive applications on your device.
4. Update Browser: Ensure you’re using the latest version of your browser.

Student Submission Issues

Common problems with student work submissions:

Submission Failures

1. File Requirements: Ensure students are submitting files in supported formats.
2. Submission Deadline: Verify if the submission window is still open.
3. Account Status: Confirm the student’s account is properly linked to the class.
4. Manual Collection: As a backup, collect assignments via email if the system issues persist.

Missing Submissions

1. Submission Status: Check the submission status in the assignment dashboard.
2. Submission History: Review the submission history for evidence of attempted uploads.
3. Resubmission: Have the student try submitting again if no record exists.
4. Direct Upload: Use the teacher upload option to add the student’s work manually.

Data and Analytics Issues

Problems related to performance data and analytics:

Missing or Incorrect Data

1. Processing Time: Allow 24 hours for analytics to fully process and appear.
2. Filter Settings: Adjust date ranges and filters to ensure data is within view.
3. Refresh Data: Use the “Refresh Analytics” button to update the information.
4. Report Discrepancies: Report specific data issues to our support team.

Export Problems

1. File Format: Try exporting in a different format (CSV, Excel, or PDF).
2. Smaller Date Range: Reduce the date range to create smaller, more manageable exports.
3. Browser Settings: Ensure your browser allows downloads from Collinear.
4. Alternative Method: Use the print-to-PDF function as an alternative export method.

Contacting Support

If you can’t resolve an issue using this guide:

Preparing for Support

1. Document the Issue: Take screenshots and note the exact steps that lead to the problem.
2. Gather Information: Note your browser version, device type, and operating system.
3. Check Status: Visit status.collinear.app to check for known system issues.

Support Channels

• Email Support: Contact support@collinear.app with detailed information about your issue.
• In-App Help: Use the “Help” button within the platform for immediate assistance.
• Knowledge Base: Search our expanded knowledge base for additional troubleshooting articles.
• Live Chat: During business hours, use the live chat feature for real-time support.

For urgent issues affecting multiple users or critical functionality, please indicate the urgency in your support request.