Technical Issues

Sometimes things break down. Our Support Team is here to help.đŸ’»

Michael Bodekaer avatar Mark Fuller avatar Ugo Portela avatar +4
21 articles in this collection
Written by Michael Bodekaer, Mark Fuller, Ugo Portela and 4 others

My activation link is not working

Did you get a broken activation email when you registered an account? We'll help you out!
Carlo Antonio Ayapana avatar
Written by Carlo Antonio Ayapana
Updated over a week ago

How to retrieve your Console logs

In some cases and especially of technical bugs, our support team can ask you for a screenshot of your Console log, here's how to do it!
Aurélie M. avatar
Written by Aurélie M.
Updated over a week ago

Tips to optimize Chromebook performance

Tips to clean up your Chromebook and keep it fast
Aleksandar Pavlovic avatar
Written by Aleksandar Pavlovic
Updated over a week ago

Basic Labster Troubleshooting

Basic troubleshooting is essential to fixing technical issues.
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Stuck in a simulation? Quick tips here.

Quick tips if you get stuck in a simulation, if it froze, or you can't proceed as expected
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

How to load a simulation using Incognito/Private mode

This article will help you understand how to run a simulation in Private mode on Google Chrome and Mozilla Firefox
Aleksandar Pavlovic avatar
Written by Aleksandar Pavlovic
Updated over a week ago

How can I clear the browser cache and cookies?

Instructions for Google Chrome and Mozilla Firefox browsers
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

edX Page Not Available

Labster's edX platform has been discontinued. You can access any current courses on one of our new platforms!
Mark Fuller avatar
Written by Mark Fuller
Updated over a week ago

Loading difficulties

What to do in case the simulation does not load or does not start.
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Media won't work in Safari

What you need to do when a media with sound does not play
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago
Specific Cases

MacOS 11 - Big Sur Update issues

Loading stuck (24%) and/or "resolution not supported" error
Aurélie M. avatar
Written by Aurélie M.
Updated over a week ago

Out of Memory (Javascript / Unity) error message

Here is how to overcome an 'Out of Memory' error message
Ugo Portela avatar
Written by Ugo Portela
Updated this week

Loading Stops at 0% within an iframe

Labster must run in new window, and not in an iframe. Here is why.
Michael Bodekaer avatar
Written by Michael Bodekaer
Updated over a week ago

Black screen 405 and/or 505 Method Not Allowed

Are you receiving 405 and/or 505 Error message while playing the lab?
Dan Lasin avatar
Written by Dan Lasin
Updated this week

Stuck on teleporting screen

Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Loading error at 25% progress: Antivirus Blocking Labster

Some anti-virus tools can block Labster. Here is how to fix it.
Michael Bodekaer avatar
Written by Michael Bodekaer
Updated over a week ago

View Theory button is blank

What to do if the 'View theory' button only shows a blank screen.
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Pressing Start shows Resume button: Simulation doesn't start

How to fix a simulation that doesn't start after pressing "Start" and just shows a "Resume" button instead
Michael Bodekaer avatar
Written by Michael Bodekaer
Updated over a week ago

Missing element

Steps to follow if a button, image or other element in the game is missing.
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Black screen or Pink Objects

Here's what you can do if you only see a black screen after you entered a simulation or several objects are pink
Ugo Portela avatar
Written by Ugo Portela
Updated over a week ago

Red Screen on Mac in Safari/Firefox

How to fix a red screen issue on Mac in Safari/Firefox
Michael Bodekaer avatar
Written by Michael Bodekaer
Updated over a week ago