Trouble-shooting

Solutions to common problems with Ecordia, plus explanations of the error messages you might see.

• Try these first
• Common problems
• Not receiving emails from Ecordia
• Page validation messages
• Security error messages
• Removing attachments and feedback

Try these first

If Ecordia is slow, pages won't load properly, or something isn't working as expected, these steps fix most problems.

1. Clear your browser cache

Your browser stores copies of pages to speed things up. Over time, this stored data (the cache) can slow Ecordia down or stop pages from loading properly. Clearing it is quick and safe. Follow the instructions for your browser:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox

Important: Save your work before clearing your cache. Clearing it while you're working on evidence will log you out.

2. Check your internet connection

Run a speed test. If your download speed is well below 12 Mbps, or your upload speed is below 0.8 Mbps, restart your router or reconnect to the internet, then test again.

3. Check your browser

Use an up-to-date, supported browser such as Google Chrome or Microsoft Edge. Internet Explorer is no longer supported. See What You Need To Run & Access Ecordia.

4. Check your security software

Firewalls, anti-virus software, browser extensions and security settings can sometimes stop Ecordia working properly, for example by leaving the Loading message on screen. Try another browser, or ask your IT team to check whether anything is blocking Ecordia.

Common problems

I can't reach the Ecordia website

• Check you're connected to the internet.
• Try another website, such as www.google.co.uk. If that doesn't load either, the problem is with your internet connection.

I can't log in

• Check your username and password. Your password is case sensitive.
• If you've forgotten them, use the forgotten username or password link on the login page.
• After 8 failed attempts, your account will be locked. Contact your assessor, Learning Support Administrator or Training Manager to unlock it.
• If you use a bookmark to log in, delete it and log in through www.ecordia.co.uk instead.

I've been logged out, or I see "Principal not found or wrong type"

This means your session has ended. It happens when:

• you haven't loaded a page for 90 minutes
• you've logged out of Ecordia in another browser tab
• you've cleared your browser cache while working.

To avoid losing unsaved work:

1. Copy your text and paste it into Word or another program.
2. Log in again.
3. Refresh the evidence page, paste your text back in and save.

Tip: Save your work regularly, and don't leave Ecordia open for long periods without saving. If your internet connection drops, you'll be logged out and may lose unsaved work.

The text editor won't load

The text editor can take a few seconds to load the first time you open it in a session. Wait until the page has fully loaded. If it still hasn't appeared after a minute, clear your browser cache and check you're using a supported browser (see Try these first).

I see an error page after adding evidence or feedback

This usually happens after using your browser's Back button, which can put the page out of step with Ecordia and may lose your work. Always use the buttons within Ecordia to move between pages.

I want to write offline

You can write your work in any word processor or text editor, such as Word or Notepad, then copy and paste it into Ecordia when you're online.

Not receiving emails from Ecordia

We can make sure emails are sent, but we can't control whether they reach your inbox. If you're not getting Ecordia emails, including password reset emails:

1. Check that your email address is correct on your Ecordia account.
2. Look in your spam or junk folder.
3. Add notification@ecordiamail.co.uk to your safe senders or allowed list.
4. If emails still don't arrive, ask your IT team or email provider to check whether their spam filters or firewall are blocking emails from notification@ecordiamail.co.uk.

Page validation messages

These messages appear when something needs to be set up or selected before you can continue.

Security error messages

These messages appear when you try to do something that your account, or the portfolio's settings, doesn't allow.

Removing attachments and feedback

Removing an attachment from evidence

Option 1: Revise the evidence yourself

1. Open the evidence and click Revise.
2. Click Files and delete the attachment.
3. Click Finish Revising.

If you can't see the Revise button, you'll need to make a Permission Request.

Option 2: Through the IQA

The IQA:

1. Opens the evidence, clicks Verify, then Prepare Feedback.
2. Selects Assessor to Revise Evidence.
3. Clicks Save Feedback and Close, then Finish Verification.

The assessor then accepts the feedback and:

1. Clicks Revise.
2. Clicks Files and deletes the attachment.
3. Clicks Finish Revising.

Removing an attachment from feedback

Ask a Quality Assurance Coordinator for the course. They can:

1. Click the pen icon on the feedback, then Edit Attachments.
2. Click the X next to the attachment.
3. Click Close.

Removing IQA feedback

Once IQA feedback has been accepted, the record itself can't be removed, but a Quality Assurance Coordinator for the course can delete its content:

1. Click the pen icon on the IQA feedback, then Delete.
2. Click Close.

Still need help?

Email support@ecordia.co.uk. See Contacting Ecordia Support for what to include.