Check your Device

Troubleshooting issues or errors when playing a simulation through the Labster app

Some users may encounter errors, glitches, or other issues when using the Labster native app to play simulations on their devices. This article will help you diagnose and troubleshoot these issues to make sure you have a smooth experience.

Make sure your device and LMS are supported

Before troubleshooting, it's important to make sure that you are using a supported device. See the following article to make sure your device is compatible with Labster simulations.

Please also note that not all Learning Management Systems are currently supported when using the Labster native app. Currently, you will not be able to use the app on your iPad to access simulations, if you are using one of the following LMS: Canvas, Brightspace/D2L, Schoology, Sakai, Sophia. If you are using an Android device or Chromebook, most LMS are supported, except Sophia. If your device is not supported with a specific LMS, you will need to use a laptop or a desktop computer that meets our system requirements.

Lastly, not all simulations are currently supported when using the app. If you see an Apple logo next to the simulation, this means it's supported on iPads, and if you see the Android/Chromebook logo, this simulation is supported on compatible Android devices and Chromebooks:

If you are still not sure if the simulation is supported, please contact our support team.

Make sure you are following the correct steps to launch simulations in the app

To launch simulations in the app, on your iPad or Android device/Chromebook, you need to follow these steps:

Download the app

You can then follow these steps to access simulations:

  1. Open Google Chrome

  2. Log in to your school portal/LMS account

  3. Got to your course and click on the assignment you want to open

  4. You should see the following option; If you see it, please click on it and the simulation should launch in the app.

How to troubleshoot errors or issues when using the native app:

I see the 'E1002' error (Missing validation cookie)

If you see this error on your iPad, Android device, or Chromebook, please make sure that your device is supported with the LMS you are using. Please also make sure that cookies are enabled on your device. If the error persists, please contact our support team.

I can't see the "Open in app" button

  • Troubleshooting for iPads:

    On your iPad, Go to Settings -> Safari and in there disable

  1. Block all cookies

  2. Prevent Cross-Site Tracking

  3. Block pop-ups

Then, please go to Settings -> Chrome and enable Allow Cross-Website Tracking

The last step is to disable the Block pop-ups from within Chrome. Sometimes it is already disabled following the Safari settings.

Open Chrome browser, press on the three dots at the top right corner ... , slide to the foremost right icon Settings

Please also make sure that Block pop-ups is set to Off

  • Troubleshooting for Android devices and Chromebooks:

  1. Make sure cookies are enabled in Chrome

  2. Make sure you are not using Incognito mode

The simulations are crashing or glitching

  1. Make sure your device is up to date:

  2. Restart your device

  3. Make sure you have a stable and strong internet connection

If you are still encountering errors or issues, please contact our support team and we will be happy to assist you further: