Troubleshooting

Find fixes for common problems with the Scope extension, Lectra, Polya, and signing in.

Start with the guide for the app you’re using. Each one covers the most common problems and how to fix them. Problems that involve more than one app, such as signing in or moving files between apps, are covered on this page.

Troubleshooting by app

Scope extension

Search comes up empty, a course won’t finish indexing, or the search bar doesn’t open.

Lectra

Import, markup, export, backup, and recording problems.

Polya

Adding a course, missing materials, and answers that don’t cite your course.

Sign-in and account problems

I can't find my files or courses after signing in

You might be signed in to a different account than before. Each app shows who you’re signed in as:

• Scope extension: click the Scope icon in the Chrome toolbar, and then click Settings.
• Lectra: tap your profile picture in the library to open Settings > Account.
• Polya: your name and email are at the bottom of the sidebar. On a phone, they’re in the menu at the top of the screen.

If the apps show different accounts, sign out of the one that’s wrong and sign in with the right Google account. To learn more, see Your Scope account.

I signed in to Lectra with Apple, and the other apps can't find my account

Only Lectra offers Sign in with Apple. The Scope extension, Lectra for Mac, Lectra Receiver, and Polya sign in with Google, so they can’t reach an account you created with Apple. To use Lectra with the other apps, you need an account you sign in to with Google. Before you switch, contact support so you don’t lose your backups.

Polya says sign-in didn't go through

Go back to askpolya.com and sign in again with Continue with Google. If you see the message again, email Polya support.

The email and password option in Polya doesn't work

Sign in with email and password works only for accounts that already have a password. You can’t create an account with it. Use Continue with Google instead.

Google sign-in in the Scope extension doesn't finish

Try again from Settings > Sign in in the Scope window, and make sure you finish the Google window that opens. If it still fails, update the extension from the Chrome Web Store and try again. For more fixes, see Troubleshoot the Scope extension.

Problems moving files between apps

PDFs I send from Chrome don't appear in Lectra

Check each of the following:

1. The Scope extension and Lectra are signed in to the same Google account.
2. Send to Lectra is turned on in the extension’s Settings. It’s off until you turn it on.
3. In Lectra, open the Scope Inbox in your library. Files from Scope land there, sorted by course.
4. If the inbox is empty, tap Check for New Files. If Lectra says it couldn’t check, check your internet connection and try again.

In Lectra 10.0 or later, a document that’s still downloading shows Arriving…. If the download fails, the document says so; tap it to try again. For more fixes, see Send files to Lectra on your iPad.

The PDF I attached from Lectra doesn't have my markup

Open the document in Lectra and wait for it to finish saving, and then attach or send it again. To learn more, see Export and share.

My Mac doesn't appear in Lectra

Make sure Lectra for Mac is installed, open, and signed in to the same Google account as Lectra on your iPad. For setup steps, see Lectra for Mac.

Select from Lectra doesn't appear on an upload page

Select from Lectra appears on Canvas assignment upload pages and Gradescope upload forms. It needs the Scope extension signed in, with Send to Lectra turned on. On Gradescope, the Lectra Receiver extension can add it instead. If the page was already open when you changed a setting, reload it. To learn more, see Send files to Lectra on your iPad.

Still stuck?

Contact support. Include which app you were using, its version, your device, and what happened. A person reads every email.