Technical Support

Enlightium Academy’s technology support representatives have expansive knowledge of computer technology and our Ignitia curriculum.

Students and parents can access Ignitia Technical Support at (800) 735-4193 Monday–Friday from 7 am to 5 pm CT. Enlightium also provides a database of frequently asked questions, system requirements, and Ignitia troubleshooting techniques. If technical issues remain unresolved, Enlightium faculty and staff can help investigate and provide alternative steps to work around the technical issues.

Technical Requirements

Operating Systems

Windows
macOS
Linux

Supported Browsers

Chrome
Firefox

Additional Software Requirements

Reports in Ignitia are generated as PDF, HTML, or Excel files

Browser Settings

Passwords: Disable features that automatically save passwords
AutoComplete: Disable, as this often looks like a list of answers from which to choose
Caching: Enable, but set browsers to clear the cache when closed
JavaScript: Must be enabled for pages to render correctly

Network Considerations

*.glynlyon.com and *.sooschools.com must be added to the whitelist of any filtering, proxy, or firewall programs/servers in use.

Best Practices for Online Students

Use Cable Internet or better
Use Firefox or Chrome web browsers
Students should always click “Next Question” and “Previous Question” when proceeding through the assignments
Students should SAVE their work offline to avoid it being lost due to technical issues
Students should ALWAYS click “Log Out of Ignitia” to prevent Ignitia from locking them out temporarily
Students should NEVER click the “Back” button on assignments to navigate between pages

Students SHOULD NOT OPEN additional tabs when logged into Ignitia
Students should AVOID being inactive for more than 25 minutes on quizzes and tests to avoid being logged out
Clear cache and cookies to resolve most issues
If problems persist, call Ignitia Technical Support at (800) 735-4193 and request to screen share so they can replicate the issue
If Ignitia Technical Support is not able to resolve the issue, our team can provide ways to work around the issue by another means

Troubleshooting Techniques

I'm not able to log in

Clear your cache and cookies and history, then close and reopen the internet browser. Directions for clearing cookies can be found here.

I'm being logged out of quizzes and tests

Ensure that Ignitia is not open in any other tabs or windows
Ensure that you do not refresh the page or click the back button while taking a quiz or test
Ensure that you use Ignitia’s buttons instead of a keyboard for navigation
20 minutes of “inactivity” will log a student out on lessons, quizzes and tests. General activity, such as clicking the “next question” button and then the “previous question” button, will allow the student to keep working
Ensure that no one but the student (such as a parent or a tutor) is logged in under the student’s account while he or she is working
Clear your cache and cookies and history, then close and reopen the internet browser BEFORE each quiz and test. Directions for clearing cookies can be found here

The answers to questions are showing up blank after I submit an assignment

Make sure the student clicks “next question” to navigate through the assignments to save the answers.

The answers are being changed after I submit an assignment

Make sure the student clicks “next question” to save the answer prior to submitting the assignment

An assignment says that not all of the questions are answered when I try to submit, even though they are

Go to question one and click “Next Question” until the end of the assignment and click submit again

Some answers are lost after I submit an assignment

Go to question one and click “Next Question” until the end of the assignment and click submit again
Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet

I can’t submit an assignment

20 minutes of “inactivity” will log a student out on quizzes and tests. General activity, such as clicking the “Next Question” button and then the “Previous Question” button, will allow the student to keep working
Ensure you follow the best practices if using Satellite Internet. If needed, answers to questions can be submitted via the help requests within questions, if the student hasn’t seen the answers yet

An assignment has not been assigned

Contact your instructor or customer support to assign the next assignment
Students cannot move past a unit until all projects are completed
If an assignment or unit is marked as “Skipped”, the counselor or teacher determined that the material covered was not necessary for the student to complete

A question has an incorrect answer

Inform your instructor that the question’s answer is incorrect

A video within the lesson is not loading

Ensure that your computer is up-to-date in the following areas:

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Operating system (OS)
Video-viewing software
Internet browser (Chrome, Firefox, etc.)
Security software

I’m waiting too long for quizzes and tests to be unlocked

Contact your instructor or customer support to unlock the next quiz or test
Upgrade to the next available support level (Diamond, Gold, etc) to receive a more immediate teacher response

The audio does not work

Ensure that you are using Chrome or Firefox for your Internet browser

An assignment is showing multiple attempts even though I’m accessing it for the first time

Ensure that you do not start or look at an assignment, quiz, or test unless you intend to complete it. Ignitia will count opening an assignment as an attempt, even if no work is completed
Ensure that no one but the student (such as a parent or a tutor) is logged in under the student’s account while he/she is working

I think my account is being hacked

Change your password to a combination of letters, numbers, and symbols periodically
Ensure that you are logged out of Ignitia when you are not doing your schoolwork
When you log in to Ignitia, ensure that your username and password are not auto-filling (not saved)
Do not share your password with anyone
If the issue persists, contact Ignitia Customer Support at (877) 251-6662

Users of Satellite Internet

While we recommend against using satellite internet, we do have a recommendation for those who use satellite internet to provide the best service possible within the circumstances. In the past, students with satellite internet have used Google DNS to work with Ignitia, generally with positive results. Google DNS is a free, global DNS resolution service that you can use as an alternative to your current DNS provider; more information on Google DNS can be found here. Google DNS is not guaranteed to resolve all satellite internet issues, though it has worked for several students in the past.

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To test how your Internet interacts with Ignitia (especially if you have no other options aside from satellite internet in your area) we encourage you to test our demo curriculum. The primary test should be to go through a quiz or test slowly (take at least 25 minutes clicking through the questions) to see if you are logged out. Preferably, two separate quizzes or tests should be attempted.

If you get kicked out of one or both attempts, you will likely have issues. However, to make sure, clear your cache and cookies, close and reopen the browser, then attempt the quiz again. If you are not kicked out, try these two techniques, if possible:

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Submit an essay question that is a few paragraphs in length (projects are good for this) to see if the entire answer goes through
Submit some “multiple select” questions with more than 10 options to see if the answers are submitted

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Tips for avoiding issues with satellite internet:

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Reduce the internet usage in the home while quizzes and tests are taken—no other computers in the home should be using the internet connection during those times
Submit answers through help requests, if needed
Print lessons and/or answer the questions on paper, then submit the answers when connected to a reliable internet
You may request teachers to open up future assignments for this reason

Diagnostics Test

For a PC:

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In the start menu of Windows, open “Run” and type “CMD” to open Command Prompt.
Type tracert ignitiumwa.ignitiaschools.com
- If the results show numbers close to 50 ms, you are less likely to have issues and can enroll at your discretion.
- If the results show numbers over 400 ms, you are somewhat likely to have issues and can enroll, keeping in mind our 14-day money back guarantee.
- If the results show numbers over 700 ms, you are most likely to encounter many issues, which means our school will likely not be a good fit for your family.

For a Mac:

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Open Network Utility and select Traceroute.
Type in ignitiumwa.ignitiaschools.com
- If the results show numbers close to 50 ms, you are less likely to have issues and can enroll at your discretion.
- If the results show numbers over 400 ms, you are somewhat likely to have issues and can enroll, keeping in mind our 14-day money back guarantee.
- If the results show numbers over 700 ms, you are most likely to encounter many issues, which means our school will likely not be a good fit for your family.

Hardware Requirements and Recommendations

Do Online Students Need a Printer? A Parent's Guide to Outfitting Your Child for Success

Software Requirements and Recommendations

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Additional Resources for Parents of Online Students:

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Top Resources for Parents of Online Students:

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Nationally Accredited and Recognized for Academic Excellence

Enlightium Prep in Spokane, Washington, is fully accredited and recognized for academic excellence by respected organizations, ensuring that our students' coursework and diplomas are recognized by colleges and universities worldwide.

Experience Our School: Join a Virtual Open House

Choosing the right online education can be overwhelming thus we provide virtual open houses for prospective families.

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A live demo gives you a chance to see how families have successfully moved to online learning with Enlightium Academy and what sets us apart.

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Hear From Our Families

Don’t just take our word for it—listen to the stories of families who’ve chosen Enlightium and found success. Our community of over 5,000 online students speaks to the strength of our program and the profound impact it has on our students’ lives.

We love Enlightium!

This was our first year with Enlightium Academy and I love it for my daughter! She has grown so much spiritually and academically! The weight of having to do it all has been lifted since I have 3 small children as well. We feel supported in our homeschool life!

Brittany R.

Greatest homeschooling program

This program is really focused on a good education for your kids.

Kristen S.

We went from discouraged to "We can do this!!"

The ability to adapt to our child’s learning challenges made for a smooth transition bringing joy that she is actually learning now and retaining the knowledge. We can not wait to tackle another year!

L. Allen

Love the curriculum

Love the curriculum. The teachers are wonderful and caring. Any technical issues are resolved almost immediately and the billing department has excellent customer service

EA Parent

We love Enlightium!

Brittany R.

Greatest homeschooling program

This program is really focused on a good education for your kids.

Kristen S.

We went from discouraged to "We can do this!!"

L. Allen

Love the curriculum

Love the curriculum. The teachers are wonderful and caring. Any technical issues are resolved almost immediately and the billing department has excellent customer service

EA Parent

Prayers answered!

This education option has blessed our lives in so many ways. We will forever be grateful to Enlightium Academy.

Marman

A wonderful experience

Enlightium academy has helped me so much in the homeschooling of my son. They have worked with our scheduling and been there with answers to any questions we've had. They have made this a wonderful experience.

Mandy

My kids are making way better grades

I love the curriculum given to my kids and the teachers are very helpful. My kids are making way better grades with this program then they did in public school.

Michael

Everything I was looking for

Enlightium Academy ended up being everything I was looking for. It offers a good, flexible curriculum that truly accommodates my schedule without sacrificing learning. Most importantly, they teach the Bible in such an amazing way. It’s just perfect—I don’t regret being part of this school for a moment.

Diliana S.