Troubleshooting - Facilitator unable to log in to RoboKind Companion

Owned by Daniel Crosby (Deactivated), created
Last updated: Jun 28, 2021
2 min read

Problem

Troubleshooting for if a teacher/facilitator is unable to log in to the RoboKind Companion 3 application using the Facilitator menu.

Solution

  1. Verify that the iPad has an active Internet connection and can load our web page using Safari and visiting page https://www.robokind.com.

    1. If this fails, work with your IT staff to check the iPad’s internet connection and permissions.

  2. From a computer, attempt logging on at https://central.robokind.com using the same username & password.

    1. If that fails, please request a password reset at https://central.robokind.com/forgotPassword and then try again.

      1. If still failing, see document

  3. Please see , step #4 for ensuring that websites are correctly classified and not being blocked by web content filtering software.

  4. Submit a support ticket at www.robokind.com/support and request that RoboKind verify the account e-mail address. (In cases of migration, it is possible to end up with 2 accounts with similar e-mail addresses which can cause issues.)

  5. At this point it is helpful to isolate if the issue is with the network connection or with the iPad, each of which may be affected or blocked by web filtering or device/tablet management software.

    1. Connect the same iPad to a different network that is not subject to the same security rules and try again.

      1. If able to log in, then the likely cause of the issue is web traffic filtering software. Contact IT support personnel to make sure that robokind.com and downloads.robokind.us are classified as allowable sites, and that traffic is not being blocked through the firewall.

      2. If still unable to log in, then it is possible that device management software is restricting the actions that can be performed by the RoboKind Companion application. Please have a network administrator test this application with settings to allow network traffic to pass to robokind.com and downloads.robokind.us.