Troubleshooting

Login Questions and Issues

Direct Link to the myON Site for My School

You can make logging in easier by sharing a direct link to myON specifically for your school so that your users do not need to enter the school name. School Administrators can find the link by selecting My School, then School Settings. On the Overview tab, at the bottom of the page, you will see the Direct URL field, and you can enter your own text for the end of the URL (3-255 characters, including letters, numbers, hyphens and underscores). After saving your changes, copy the URL below the field and provide it to your users to give them a direct link to your myON school. (Group Administrators can also see and set the direct URL by selecting My Group, then Group Settings, then selecting a school on the Schools tab.)

the school information with the direct link

School Name Does Not Appear in Drop-Down List

If you are not using a direct link, your users need to enter the school name when they log in. If they do not see their school name appear in the drop-down list after entering the first few characters of the school’s name, you may have one of the following issues:

Users may be entering the school name incorrectly. Try entering a different format of the school name (such as a shorter form). If that does not work, try entering the full name of the school instead of the first few letters. You can also contact your teacher or administrator to find out how to enter the school name.
The school’s myON account has expired. Contact Support (+44 (0)20 7184 4000 or answers@renlearn.co.uk) to have the account status verified.
The browser needs to be updated to the latest version.
Make sure that you are using the correct web address for myON; use the address provided by your school.

"License Is Expired" Message During Login

As you attempt to log in to myON, you may get a "license is expired" message. Possible causes for this message include:

A new myON subscription is still being processed.
The school/district subscription for myON has expired.

What you should do next depends on your role:

Students: Contact your teacher.
Teachers: Contact the myON School Administrator or Group Administrator.
School Administrator or Group Administrator: Contact Support (+44 (0)20 7184 4000 or answers@renlearn.co.uk).

Error Message with a Picture of a Troll

You will see more information about the error under the picture. Possible causes include:

You are a School Network Staff member or School Network Dashboard Owner opening myON through the Renaissance Home page. These Renaissance roles do not have access to myON.
Your subscription may have expired.

For help troubleshooting the issue, contact myON Support.

Reading Books in the Browser and Taking Quizzes

Students See a Black Screen When They Open Books

If students see a black screen instead of the text when opening a book, have them follow these steps:

Check to see if the student's browser needs to be updated to the current version. To see which browser version you're using, go to https://www.myon.co.uk/system_check.html.
Clear all cookies and the cache in the browser.
Make sure the browser settings allow popups and redirects.

If you still see this problem, call Support (+44 (0)20 7184 4000 or answers@renlearn.co.uk).

Audio Is Not Heard When Reading Books

Make sure the audio for the computer or device is turned on, and make sure you have clicked the play button for audio in the book reading controls. The problem may also be the audio settings chosen by the Teacher or allowlist settings; for more information, see Audio Not Heard When Reading Books.

Students Cannot Take Accelerated Reader Quizzes

Some Accelerated Reader preferences may prevent students from taking a quiz in Accelerated Reader, including date and time restrictions and book level and interest level restrictions. Accelerated Reader may also ask for a monitor password. If the student sees a message relating to one of these, they should talk to their teacher to find out how to take the quiz. The preference settings may need to be adjusted by the teacher (for class and student preferences) or an administrator (for school preferences).

When a Student Tries to Record Audio, the Microphone Does Not Record the Student

Typically, the browser will ask the student for access to the microphone; it may also ask the student to select the microphone to use. The student must choose to allow access to the microphone.

If the browser does not ask the student to grant access to the microphone, you may need to allow microphone access in the browser settings, perhaps in the security settings or the settings for a specific website. (See the help for your web browser for details.) You may also need to check your operating system settings for the microphone.

If you are using Safari, version 14.02 or higher is required.

If you are recording from an iOS device, you may need to turn off Siri® and turn it on again in order for audio recording to work.

Improving Sound Quality for Student Recordings

To improve sound quality in student recordings, try the following:

Have the student use a headset with a microphone for recording.
Check the positioning of the microphone; make sure it's positioned to best pick up the student's voice.
Try to minimize background noise, perhaps by choosing a different location for recording.

Mobile App Questions

Books Will Not Fully Load in the Mobile App

At times, when a student tries to download a book, it starts to download, but the cover is gray (not in color) or the cover is pink and it displays this message: "Not enough disk space."

Although the quickest way to resolve this is to contact Support to assist in troubleshooting, there are some steps below that you can take.

Make sure that there is adequate disk space on the device, and verify that there are fewer than 20 books already downloaded onto the myON app. (The limit is 20 myON books at any one time.)

Hold your finger on the cover of the book. (You should get a prompt to "delete" or "load.")
Tap Load. The book should start loading again.
As the book downloads, you should see either a blue bar over the cover icon or circle moving like a hand of a clock.
When the book downloads successfully, the cover should change from gray to color.
Open the book and begin reading.

If the problem persists, try the following:

Update the operating system on the tablet.
Delete the myON app and download the latest version from your device's app store.
Sign into the app and try downloading the book again.

If you need more help, contact Support (+44 (0)20 7184 4000 or answers@renlearn.co.uk).

Problems Linking an Account to myON Chrome App

The myON app is designed for offline reading, but you need to be connected to a Wi-Fi network when logging into the app for the first time to link your account. This is to troubleshoot account linking issues.

If you are having a problem logging in using the myON App on a Chromebook, please check the following:

Verify that you have a good internet connection. As stated above, linking a user to the app requires an internet connection.
Verify that you have the latest version of the app. To check for the most updated version, check the Chrome Web Store.
Try the PIN from your myON account. Students can find this by clicking the blue button at the top of screen when accessing myON from a web browser. (Teachers or administrators select their name, then select PIN when accessing myON from a web browser.)
Try connecting to myON using a web browser on your Chromebook instead of the myON app. This will verify that your account is active and functioning, and that the school name, user name and password information you are using is accurate.
Try uninstalling and reinstalling the app.

For further assistance, contact Support (+44 (0)20 7184 4000 or answers@renlearn.co.uk).

User Information

How Do I Find the User Using a Specific SIS ID or User Name?

When you add a user to myON, the SIS ID and user name for the new user must be unique (not used by an existing user). If myON tells you that the SIS ID or user name have already been used, administrators can find that user by doing one of the following:

Group Administrators: Select My Group, then Users. Select a building, then select Search All Users. Search for the user. You may find that the user needs to be restored in the software or placed in the correct school.
School Administrators: Select My School, then Users. Select Search All Users. Search for the user. You may find that the user needs to be restored in the software or added to your school.

Teachers can try assigning the student to the class to see if the student they are trying to add already exists.

Student Data

The Time of Day Shown for Students' Reading Seems Incorrect

Check the time zone that is set for the school in the school settings may be incorrect. To check the setting, the School Administrator can select My School, then School Settings; a Group Administrator can select My Group, then Group Settings, and then select the school on the Schools tab. Use the drop-down list to change the time zone if necessary.

the school information with the time zone

If the time zone is correct, check with the student's parents to make sure the student is the one reading in the program, and not other members of the family who may read at times when the student is unlikely to be doing so.

Books Opened and Books Read Do Not Match on Student Dashboard

At times, the student dashboard "Books Opened" and "Books Read" information may not match.

Book Open events are registered the first time students open a book. There is only one Book Open event per book, so time spent reading accumulates on the book until it is finished or abandoned (read to the last page, but the end button doesn't get pushed).

The reporting period chosen when pulling a report on books opened versus finished (read) plays a role in how the numbers appear. If the reporting period is July 1 to December 1, and the student had opened a book prior to July 1 and then finishes it after July 1, then the books opened could be less than the books finished.

Running Reports on Classes from a Previous Year

Only current classes are used in myON. To see data from a previous school year, add the students from last year's class to your current class; then, run reports to see the data.