Troubleshooting Guide

Solutions to common issues and problems

Published

July 19, 2026

Overview

This guide provides solutions to the most common issues encountered when using Kai the AI. Issues are organized by category for quick reference.

TipQuick Diagnosis

Most issues fall into one of these categories: - Mobile App: Notifications, enrollment, sync issues - Features: Feedback, quizzes, analytics not working - Performance: Slow response, timeouts, data lag

Mobile App Issues

App Installation

Minimum OS Requirements

  • iOS: 13.0+
  • Android: 8.0 (API level 26)+

If your device is running an older OS version, the app won’t install from the App Store or Play Store. Update your OS, or use the browser-based web questionnaire link for quiz and feedback activities.

Notifications Not Working

Students Not Receiving Push Notifications

Systematic Diagnosis:

  1. Device Settings:

    iOS: Settings → Notifications → Kai Student → Allow Notifications
Android: Settings → Apps → Kai Student → Notifications → Enabled

  2. App Settings:

    Open Kai app → Settings → Notifications → Feedback Requests: ON

  3. Network Issues:

    • Ensure device has internet connection
    • Check if other apps receive notifications
    • Try WiFi vs. cellular data

Solutions by Platform:

Do Not Disturb / Focus Mode:

Settings → Focus → [Current Mode] → Apps → Kai → Allow

Notification Summary:

Settings → Notifications → Scheduled Summary
Ensure Kai is NOT in scheduled summary (needs immediate delivery)

Reset Notifications:

1. Delete Kai app
2. Restart device
3. Reinstall Kai
4. Grant notification permission
5. Re-enroll in course

Battery Optimization:

Settings → Apps → Kai Student → Battery → Don't optimize

Data Saver:

Settings → Network & Internet → Data Saver → OFF
Or: Allow Kai to use data when Data Saver is on

Notification Channels:

Settings → Apps → Kai Student → Notifications
Enable ALL channels, especially "Feedback Requests"

Enrollment Issues

Students Can’t Enroll in Course

Error: “Invalid Enrollment Code”

Solutions:

  1. Verify Code:

    • Check for typos (0 vs O, 1 vs l)
    • Confirm code hasn’t expired
    • Ensure using current semester code

  2. Regenerate Code:

    Dashboard → Course → Settings → Enrollment → Regenerate Code

  3. Use Direct Link Instead:

    Dashboard → Course → Settings → Enrollment → Copy Link
Share link directly with students

Error: “Course Not Found”

Solutions:

  1. Publish Course:

    Dashboard → Course → Settings → Status → Published

  2. Check Enrollment Period:

    Dashboard → Course → Settings → Enrollment Window
Adjust start/end dates if needed

App Won’t Sync Course Data

Symptoms: - Course appears empty - Assignments missing - Outdated information

Solutions:

  1. Manual Sync:

    Pull down on course list to refresh
Or: Settings → Sync → Sync Now

  2. Clear Cache:

    Settings → Storage → Clear Cache
(Does NOT delete enrollment or data)

  3. Re-enrollment:

    Settings → Courses → [Course] → Unenroll
Re-enroll using enrollment code/link

Feature Issues

Feedback Workflow Not Working

No Feedback Requests Appearing

Instructor Side:

  1. Verify Feature Enabled:

    Dashboard → Course → Settings → Workflows → Feedback: ON

  2. Check Student Enrollment:

    Dashboard → Course → Students → View Enrolled
Should show student count > 0

  3. Test with Dummy Account:

    Create test student account
Enroll in course
Request feedback
Check test account receives it

Student Side:

  1. Verify App Installation:

    Correct app: "Kai Student" (not "Kai Instructor")
Latest version installed

  2. Check Course Enrollment:

    Open app → Courses tab
Course should appear in list

  3. Notification Settings:

    App → Settings → Notifications → Enabled

Low Response Rates (<40%)

Diagnosis:

  1. Check Notification Delivery Rate:

    Dashboard → Analytics → Engagement → Notification Delivery
If <80%: notification issue
If >80%: engagement issue

  2. Survey Students:

    Quick poll: "Why don't you always respond to feedback requests?"
Common answers:
- Didn't see notification
- Too busy during class
- Forgot to enable notifications
- Don't understand the purpose

Solutions:

Cause Solution
Technical issues Address notification problems (see above)
Time pressure Increase response window (3-5 minutes)
Lack of motivation Demonstrate value, show impact
Confusion Re-explain purpose and privacy

Pop Quiz Issues

Quiz Questions Not Generating

Error Messages:

"Insufficient content for quiz generation"
Solution: Provide more course materials or select broader topic
"Topic not recognized"
Solution: Use more specific or standard terminology
"Generation timeout"
Solution: Reduce question count or simplify topic

Diagnostic Steps:

  1. Check Content Library:

    Dashboard → Course → Content → Verify uploads
Need: syllabus, readings, or lecture notes

  2. Verify Topic Alignment:

    Topic must match content in library
Example: Don't ask about "Regression" if only "Statistics" uploaded

  3. Test with Sample Topic:

    Use pre-loaded topic: "Introduction to [Your Subject]"
If works: content issue
If fails: system issue (contact support)

Students See Different Quiz Versions

This is normal: Kai adapts difficulty based on student performance.

If unintended:

Dashboard → Quiz → Settings → Adaptive Difficulty → OFF
Enable "Same quiz for all students"

Analytics Dashboard Issues

Data Not Updating

Symptoms: - Dashboard shows old data - Recent feedback not appearing - Student counts incorrect

Solutions:

  1. Check Data Freshness:

    Dashboard → Analytics → Last Updated: [timestamp]
If >15 minutes old, force refresh

  2. Force Refresh:

    Click refresh icon in top right
Or: Clear browser cache and reload

  3. Verify Data Pipeline:

    Dashboard → System Status → Data Pipeline: Should be "Healthy"
If degraded: wait 30 minutes and retry

Performance Issues

Slow Response Times

Dashboard Loading Slowly

Quick Fixes:

  1. Browser Cache:

    Chrome: Ctrl+Shift+Delete → Clear cache
Firefox: Ctrl+Shift+Delete → Clear cache
Safari: Cmd+Option+E

  2. Disable Browser Extensions:

    Try incognito/private mode
If faster: browser extension conflict

  3. Check Internet Speed:

    Visit fast.com or speedtest.net
Need: >5 Mbps download for smooth experience

Long-term Solutions:

  1. Optimize Data Views:

    Dashboard → Settings → Performance
Enable: "Lazy load analytics"
Enable: "Reduce animation"

  2. Archive Old Courses:

    Dashboard → Courses → [Old Course] → Archive
Reduces dashboard load

App Running Slowly

Solutions:

  1. Close Background Apps: Free up device memory
  2. Update the App: Install the latest version from the App Store or Play Store
  3. Restart the Device: Clears system-level memory issues
  4. Reinstall if Needed: Delete and reinstall the app as a last resort

Platform-Specific Issues

Browser Compatibility (Web Questionnaire)

Recommended Browsers: - ✅ Chrome 90+ (best performance) - ✅ Firefox 88+ - ✅ Safari 14+ - ✅ Edge 90+ - ❌ Internet Explorer (not supported)

If a student reports that a quiz or feedback link isn’t loading, ask them to try a supported browser.

Getting Additional Help

Self-Service Resources

  1. Documentation: Browse this site for feature guides
  2. Video Tutorials: youtube.com/@Kai-TheAI
  3. Community Forum: community.chi2labs.com
  4. System Status: status.chi2labs.com

Contact Support

Email: support@chi2labs.com

Our support team can help with: - Technical troubleshooting - Account questions - Feature requests and feedback - Training and onboarding assistance

What to Include in Support Requests

Essential Information:

1. Issue Description:
   - What were you trying to do?
   - What happened instead?
   - Error message (exact text or screenshot)

2. Environment:
   - App version (iOS/Android)
   - Operating system version
   - Device model

3. Steps to Reproduce:
   - Step-by-step instructions
   - Expected vs. actual result

4. Impact:
   - How many users affected?
   - Is it blocking critical work?

5. What You've Tried:
   - Troubleshooting steps already attempted
   - Any temporary workarounds found

Example Good Support Request:

Subject: Students not receiving feedback notifications on iOS

Description:
I requested feedback at 2:30 PM EST today. 25 out of 30 students
have iOS devices. None of them received the push notification,
but the 5 Android students did receive it.

Environment:
- Course: PSYCH 101, Section 03
- iOS versions: mostly 15.x and 16.x
- Kai Student app version: check App Store for latest

Steps to Reproduce:
1. Open Kai Instructor app
2. Tap "Request Feedback"
3. Wait 2 minutes
4. iOS students show no notification

Impact:
- High: Cannot use feedback workflow
- Affects 80% of my students

Already Tried:
- Verified students have notifications enabled
- Tested with my own iOS device (same issue)
- Checked system status (all green)
- Android students working fine

Request: Please investigate iOS notification delivery issue.

Reporting Bugs

Bug Report Template:

1. Bug summary (one sentence)
2. Expected behavior
3. Actual behavior
4. Steps to reproduce
5. Screenshots/videos (if applicable)
6. Environment details (device, OS, app version)
7. Frequency (always/sometimes/once)

Submit bugs: - 📧 Email: bugs@chi2labs.com

Feature Requests

How to Request Features:

1. Check existing requests: community.chi2labs.com/features
2. If new: Create detailed description
3. Include use case and expected benefit
4. Vote on existing requests that matter to you

Preventive Maintenance

Regular Health Checks

Weekly: - ✅ Check notification delivery rate (should be >90%) - ✅ Test mobile app connectivity - ✅ Confirm students can access course materials

Monthly: - ✅ Update mobile apps to latest version - ✅ Review and archive old courses - ✅ Audit student enrollment lists

Semester Start/End: - ✅ Update student lists - ✅ Export analytics data for records - ✅ Clean up test data

Still stuck? Our support team is here to help. Don’t hesitate to reach out at support@chi2labs.com