If something isn't working as expected in a session, find your situation in this article:
The shared screen has a problem.
A learner's phone has a problem.
You lost connection.
Something else is wrong.
You want to prevent problems before your next session.
Problems on the shared screen
If a page doesn't load correctly, or a button doesn't work, try refreshing the page. This reloads the page you're on. It might reset the activity for all learners, but you won't lose your place in the session.
If refreshing doesn't fix it, click Pause, and then click Report a bug on the pause screen. This automatically captures your device details, browser info, connection status, and recent diagnostics and sends them directly to our support team.
For problems with video, audio or screen sharing quality, see Share your session on a display for steps for each video call platform.
Tip: To move the session to a different device, click Pause, and then click Pause the session for another day. You'll get an email with a link to carry on from another device. For more information, see Pause and manage a session.
Problems on a learner's phone
If an activity doesn't load correctly on a learner's phone, or they're stuck, ask them to refresh the page. This reloads the current activity. They might lose what they entered in the current activity, but everything they entered earlier is saved.
Tip: If a learner can't continue on their phone, they can join again on a different device. Click Pause, and ask them to enter the link or scan the QR code again.
If you lose connection
Your computer died, the internet went down, the power went out: it happens, and it's not your fault. Unless you paused the session for another day, there's no guaranteed way to continue it, but these steps can help you recover.
If you can turn your computer back on:
If you can, message your learners, or someone in the session, to let them know you lost connection.
Check whether the session's tab is still open.
If it isn't, open the same browser and go to https://app.makeshapes.com/host.
If that doesn't work, you can't recover the session. Start a new session, register learners again, and skip ahead to the section you were in by pressing Shift + right arrow. For more shortcuts, see Host control basics. Let your organization admin know the group completed the experience in two sessions.
After you're back in, you can pause the session for another day if you need to stop or reschedule.
If you can't turn your computer back on:
Use another device to message your learners and let them know you lost connection.
Write down the last section you remember being in.
Reschedule the session for another day.
When you run the rescheduled session, start a new session, register learners again, and press Shift + right arrow to skip ahead to that section. Let your organization admin know the group completed the experience in two sessions.
Other problems
If your problem isn't covered in this article, the fastest way to get help during a session is to report a bug. Click Pause, and then click Report a bug. This sends your device and connection details directly to our team so we can investigate.
You can also message us in the chat on this page, or email us at help@makeshapes.com. We are available Monday through Friday, New Zealand time.
Report a bug
If something goes wrong during a session, the fastest way to get the right context to our support team is to send a bug report from inside the experience. You can do this in two places:
On the pause screen: click Pause, and then click Report a bug.
In your host controls, without pausing the session: tap Open group controls, open the Help tab, and then tap Submit a bug. For more about the group controls, see Pause and manage a session.
The report sends your description along with technical context to help us reproduce the issue:
Browser and version, screen size, current URL, and timestamp
Your role (host or learner) and session, collection, and activity context
The last 50 console log entries from your browser
No screenshots or network requests are captured, only your description and the context above.
Before your next session
Most technical issues can be caught and resolved before your session even starts. We strongly recommend running a tech check from the same device, browser, network, and environment you plan to host from — especially if you're hosting from an office, conference room, or over VPN.
Run a tech check
Visit app.makeshapes.com/technical-test to run a diagnostic that tests your internet speed, device performance, video streaming, real-time collaboration, and API connectivity. You'll get a result — "You're all set!", "Almost there" or "Let's fix a few things" — with details on how to fix any problems.
Why your environment matters
A tech check that passes on your home WiFi may not pass on your office network. Corporate firewalls, VPNs, proxy servers, and content filters can block the domains Makeshapes needs to function. If you're hosting from a managed network, run the tech check from that network and share the results with your IT team if anything fails. To share them, click Share results on the results screen. This creates a link your IT team can review.
If you're hosting in Microsoft Teams
Screen sharing settings in Teams have a big impact on the experience — particularly for audio and video. When you scroll down on the host registration page, you'll find an interactive walkthrough that guides you through the recommended settings step by step. The setup is different for Windows and Mac, so make sure you follow the steps for your platform.
For the settings to use in Teams, Zoom, Google Meet and Webex, see Share your session on a display.
Send the IT setup guide to your IT team
If your IT team needs to allowlist domains or configure network settings, share the IT setup reference at app.makeshapes.com/technical-test/it-setup. It covers domain allowlisting, network requirements, SSL/TLS inspection, proxy configuration, and common troubleshooting scenarios.
Send the host prep page to your hosts
If someone else is hosting on your behalf, send them app.makeshapes.com/technical-test/host. This page walks them through everything they need to get ready, including running the tech check and setting up Teams screen sharing.