I get an "oops" message when trying to load the editor
When opening the editor, if you receive a message that reads "Oops! Failed to load project. Please contact support." (or something similar), please try the following steps.
- Wait a minute or two and then refresh the page.
- Clear your cache and try again.
If that doesn't work, it's possible that your school or company has a firewall in place blocking a resource that our editor needs to function properly.
Screencastify uses a similar technology to Google Hangouts. If you're able to place a successful Hangout call, then your firewall is not the problem. Please submit your logs to our support team and provide as much detail as you can.
If Hangouts doesn't work, however, then the firewall is likely the source of the problem. Please send us an email at firstname.lastname@example.org and connect us with a member of your IT team. We will work with them and attempt to resolve the issue.