> ## Documentation Index > Fetch the complete documentation index at: https://support.lena.africa/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > The problems people run into most often in Lena, and what to do about each one. Find your problem below. Each answer says what to do, and links to the full guide. If yours isn't here, [contact support](https://support.lena.africa/help/contact-support.md). ## Signing in > [accordion] My password doesn’t work > > Check Caps Lock, or choose **Forgot password?** on the password step to set a new one. If your school imported you, > use the first password from the sign-in details it gave you. See [sign in](https://support.lena.africa/get-started/sign-in.md). > [accordion] My code doesn’t work, or never arrives > > Use the code in the newest email from Lena, and check your spam and junk folders. If it still doesn't work, choose > **Resend** once its countdown ends. See [the code](https://support.lena.africa/get-started/sign-in.md#the-code). > [accordion] Lena asks me to wait before trying again > > You asked for too many codes, or tried too many times, in a short while. Wait as long as the message says, then try > again. > [accordion] Lena won’t accept my new password > > Make sure every item on the checklist under the password is ticked. Lena also turns down passwords that are like > your name or email, very common, or only numbers. See [password rules](https://support.lena.africa/get-started/sign-in.md#password-rules). > [accordion] I’m back at “Welcome to Lena” after refreshing > > Refreshing during sign-in takes you back to the start. Enter your email again, and don't refresh until you're in. > [accordion] I opened the wrong app > > On the first sign-in page, choose **I'm a student** (in Lena for Teachers) or **I'm a teacher** (in Lena for > Students). See [which app to open](https://support.lena.africa/get-started/which-app.md). ## Joining a school or course > [accordion] I can’t find my school > > Search for part of its name. Schools you already belong to don't appear. If it still isn't there, your school may > not be on Lena yet. Ask your school, or see [create your school](https://support.lena.africa/schools/create-your-school.md). > [accordion] “This link is for a school you’re not in” > > Someone sent you a link from another school. Ask them to share it from your school. See [links from another > school](https://support.lena.africa/get-started/schools-and-profiles.md#links-from-another-school). > [accordion] My course code doesn’t work > > Check it against the code your lecturer shared. If it's right, the course may still be a draft, or it may not be > accepting new students. Ask your lecturer. See [join a course](https://support.lena.africa/students/join-a-course.md). > [accordion] I can’t find my course > > It may not be open to your faculty, department or level. Check where you sit in **Settings** → **School**, or ask > your lecturer for the course's entry code. See [join a course](https://support.lena.africa/students/join-a-course.md). ## Uploading files > [accordion] My file is too large > > Each file must be under 10 MB (15 MB for a video). Make it smaller: save a document as a PDF, or take photos at a > lower size. Or split it into parts and upload each one. > [accordion] Lena won’t accept my file > > Lena takes documents, PDFs, pictures, videos, audio, text files and .zip files. It turns down: > > * other archives, such as .rar or .7z. Make a .zip instead. > * documents with macros, such as .docm or .xlsm. Save it as .docx or .xlsx. > * programs and apps, such as .exe or .apk, and web pages, such as .html. > * a file renamed to a different type. Save it again from the program that made it. > * a password-protected PDF. Save a copy without the password. ## Assignments > [accordion] I want to change what I submitted > > You can't change or resubmit an assignment once it's in. Message your lecturer if something went wrong. See > [assignments](https://support.lena.africa/students/assignments.md). > [accordion] I missed the deadline > > Once the due date (and any late deadline) has passed, you can't submit. Only your lecturer can extend it. > [accordion] “This assignment is submitted in person.” > > You hand this one in on paper, not in Lena. Your lecturer records it. > [accordion] “Connect to submit this assignment” > > On some older browsers, Lena can't keep files on your device while you're offline. Reconnect, then submit. See > [without a connection](https://support.lena.africa/get-started/phone-and-offline.md#without-a-connection). > [accordion] I handed in offline and it hasn’t gone yet > > It's saved on your device and goes as soon as you're back online: the bar says how many changes are waiting. Don't > sign out until it says "All changes synced". See [keep your work > safe](https://support.lena.africa/get-started/phone-and-offline.md#keep-your-work-safe). > [accordion] My grade says “Awaiting grade” > > Your lecturer releases grades for the whole class at once, after the deadline has passed and everyone is graded. ## Quizzes and exams > [accordion] “You left the exam” and a countdown > > You switched tabs or left full screen. Wait for the countdown, choose **Continue exam**, and stay on the page. The > timer keeps running while you wait. See [exams](https://support.lena.africa/students/exams.md). > [accordion] I can’t see my result > > Your lecturer hasn't released it yet. Some quizzes and exams release results by themselves when they close. See > [grades](https://support.lena.africa/students/grades.md). > [accordion] My exam isn’t in the list > > **Exam** shows only the exams for your place in the school. Check your faculty, department and level in **Settings** > → **School**, then ask your lecturer. See [exams](https://support.lena.africa/students/exams.md). > [accordion] I can’t start my exam > > The exam may have ended, or it may be for a group you're not in. Ask your lecturer. > [accordion] I can’t carry on my exam on another device > > You can only carry on an exam on the device and browser you started it on. A graded quiz can be carried on anywhere. > [accordion] Students can’t see my quiz or exam (teachers) > > Publish the quiz. Students can take it from its start time. An exam needs **Publish** and then **Approve**, and only > the groups you chose can take it. See [quizzes](https://support.lena.africa/teachers/quizzes.md) and [exams](https://support.lena.africa/teachers/exams.md). ## Grades > [accordion] My total is lower than I expected, or shows 0 > > Work you haven't handed in, or that isn't released yet, counts as 0 until it's scored. See > [grades](https://support.lena.africa/students/grades.md). > [accordion] Students who didn’t submit got 0 (teachers) > > Releasing an assignment's grades gives 0 to everyone who handed nothing in, and closes the assignment. See [grading > and releasing](https://support.lena.africa/teachers/grading-and-releasing.md). > [accordion] I can’t choose Release (teachers) > > **Release** works once every submission is graded, nothing is left in Review, and the deadline (or late deadline) > has passed. ## Teaching > [accordion] I can’t publish my course > > In the course's **Settings** tab, make the assignment, quiz and exam weights add up to 100%, and add at least one > rule under **Who can join**. See [publish a course](https://support.lena.africa/teachers/publish-a-course.md). > [accordion] “No departments set up for this school yet. Ask your school admin.” > > Your school hasn't added its faculties and departments yet. A school admin adds them in [Lena for > Schools](https://support.lena.africa/schools/structure.md). > [accordion] “The rubric doesn’t match the marks” > > A rubric's points must add up to the assignment's marks. Change the rubric or the marks. See > [rubrics](https://support.lena.africa/teachers/rubrics.md). > [accordion] I can’t invite a co-teacher, or duplicate my course > > You can't do either while the course is a draft. Publish it first. See [people and > roles](https://support.lena.africa/teachers/people-and-roles.md). > [accordion] My grade won’t save > > If Lena says you're offline, keep the page open and save once you're back online. Lena doesn't keep the grade for > later. ## School admin > [accordion] I can’t invite or import students > > Set up your faculties and departments first. Choose **Go to Faculty Management**. See > [structure](https://support.lena.africa/schools/structure.md). > [accordion] My spreadsheet won’t import > > Choose **Download template**, copy your rows into it, and save it as an Excel (.xlsx) file. Lena doesn't take CSV > files. See [import students](https://support.lena.africa/schools/import-students.md). > [accordion] “You don’t have access to this page” > > Your admin role doesn't include this page. Ask a Superadmin to change your role. See [admins](https://support.lena.africa/schools/admins.md). > [accordion] I can’t remove a lecturer > > They own a course that's still running. Give each of their courses to another lecturer first. See > [lecturers](https://support.lena.africa/schools/lecturers.md). ## Lena Agent > [accordion] “Lena Agent isn’t on for your school” > > Lena's team switches the agent on for each school. Choose **Request access** and we'll be in touch. See [Lena > Agent](https://support.lena.africa/agent/overview.md). > [accordion] “You’ve reached today’s agent limit” > > Each teacher can use the agent a certain amount each day. The app shows when you can use it again. See [limits and > privacy](https://support.lena.africa/agent/limits-and-privacy.md). > [accordion] Lena Agent says it’s busy > > Wait a minute, then send your message again. > [accordion] “This chat has grown too long for the agent to read.” > > Start a new chat to keep going. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.