Troubleshooting Guide
My Khan Academy energy points aren’t syncing with Brain Chase
I’m not getting credit for my reading time with myOn
I’m not finding any classics in myOn
My decoder ring hasn’t arrived and I need it to complete the Bonus Challenge
I can’t get the Brain Chase videos to play
I’m not finding any clues in the videos
My Khan Academy energy points aren’t syncing
– Are you using the Khan Academy username and password that we provided? Khan Academy won’t share energy point data if the account says the student is under 13 yrs old. We created a Brain Chase account that will work better. You can find the username and password on the Parent Dashboard, or by clicking the “I don’t know my Khan Academy username and password” link at the bottom of the Math page.
– Did you click “Sync Energy Points” before logging in to earn energy points? Syncing energy points lets us take a snapshot of your total Khan points at the beginning of each week so we’ll know how many you’ve earned for the Challenge. Click the red “Synch Energy Points” button then enter the username and password we gave you and click the green “Login” button. Note — this doesn’t log you in to Khan; rather, it sends you back to the Brain Chase Math page. But it’s how Brain Chase communicates with Khan Academy.
– Are you logging in to the same account that you just synced? After syncing, you’re ready to log in and do some work. Click the blue “Earn Energy Points” button to take you to your Khan account. If it asks you to log in, make sure you enter the same username and password you provided above. If it logs you in automatically, check the name at the upper right hand corner of your screen to make sure it’s the right account. Just to be sure, you might want to log out, then log back in using the proper credentials. This is most likely to be an issue if there are multiple Khan users in the same household.
– Are you just doing the Khan “pretest,” or are you diving in to actual problems? The Khan Academy pretest is a great tool for right-sizing content recommendations for your child. It appears automatically when you select math content after logging in for the first time (it’s a series of problems that says “Getting to know you” at the top). But although the eight-question quiz awards you some energy points, these points will not register with Brain Chase. Not to worry. Finish the test, then click any of the “Skills up next for you,” or any other topic of your choice, and Brain Chase will track your points.
– Are you refreshing your Brain Chase page before syncing energy points? After earning energy points, go back to your Brain Chase Math page. Before you re-sync, make sure you refresh your browser, or refresh the page by going back to your Dashboard and then reloading the Math page.
– Are you syncing again after you earn some points? After syncing, earning energy points, and refreshing your Brain Chase page, you’re ready to re-sync. Click the red “Sync Energy Points” button again. Make sure you use the same username and password you’ve used all along — preferably the one that we provided. Then click the green “Login” button to return to the Brain Chase Math page. Your points new points will now be displayed in your status bar.
– Have you tried watching the video tutorial? Here’s a quick video tutorial that shows the entire process from start to finish.
– Have you tried doing all of these steps and it still isn’t working for you? We’re sorry to hear it. Please call us at 1-844-UNEARTH (1-844-863-2784) and we will walk you through the process until it’s syncing properly. If we’re not answering, please leave us a message and we’ll help you as soon as we can. We are committed to helping this work for everyone. Telephone hours are Monday through Friday, 8am to 5pm Central.
– Would you prefer a simpler method of unlocking the Math Challenge? No problem. Just email us at info@brainchase.com when your child has earned 10,000 energy points for the week and we will refresh your progress bar. Honor system applies.
My child already has a Khan Academy account that we’d like to keep using. Can’t we just use that one?
– Is your child under 13 years old? If your child was older than 13 when she set up her Khan account, her account should sync with Brain Chase by following the directions on the Brain Chase Math page or using the troubleshooting guide above. But if your child is younger than 13 and you would like to continue using her account, please send us a note at info@brainchase.com each week after she has earned 10,000 energy points, and we will manually unlock the Math portion of the week’s challenge.
I’m not getting credit for my reading time with myOn
– Are you closing the books after reading? MyOn tracks active time that children spend reading. To earn reading minutes, you need to signal to myOn that you’ve finished a reading session. You can do this either by completing a book or by clicking the “X” icon at the bottom of the page to close the book. Click here to watch a quick video tutorial.
I’m not finding any classics in myOn
– Did you try searching for “timeless classics?” We asked myOn to improve its reading selection, and myOn responded. Try searching for “timeless classics” to find titles that include The Jungle Book, The Hunchback of Notre Dame, 20,000 Leagues Under the Sea, Pride & Prejudice, and many others.
My decoder ring hasn’t arrived and I need it to complete the Bonus Challenge
– Have you given us your correct address(es)? Double check the mailing address for each child under “Edit Info” on the Parent Dashboard.
– Are you allowing adequate time for shipping? Brain Chase is sending the decoder rings either the same day, or the day after we receive your registration. Please allow a few days for US mail, and at least two weeks for international shipping. Send us a note at info@brainchase.com to find out when your decoder ring was shipped.
– In the meantime, use this: Follow this secret link to a virtual decoder ring that will help you complete the first Bonus Challenge.
I can’t get the Brain Chase videos to play
– Are you using the latest version of one of the major browsers? The Brain Chase videos are designed to play on the latest versions of the four major browsers: Chrome, Firefox, Safari, and Internet Explorer. If yours isn’t working, try updating your browser, or switching to a different browser.
– Have you tried a different device? We’ve tried to optimize Brain Chase around multiple devices. We’ve heard many success stories about accessing the videos on iPads and tablets, but we’ve also heard from participants who could only access the videos from a desktop or laptop computer. If one device isn’t working, please try another one.
– Have you checked your internet connection? Brain Chase requires a high-speed internet connection in order to stream the videos. If your videos are taking a long time to buffer, you might be having connection problems. Try resetting your internet router or finding a different connection to watch the videos.
I’m not finding any clues in the videos
– Are you checking our Facebook page for hints? Each week, we will post hints on the Brain Chase Facebook page. For instance, for the first video, we revealed that there are six hidden globes, one hidden rose, and nine other hidden pictures or clues. Check the Facebook page a few days after each video is released for tips about what’s hiding.
Not seeing your question here? Email us at info@brainchase.com