File import issues

Issue	Cause	Solutions
I get a “Something went wrong” error message. OR My file won’t upload/I received an import error message telling me to check my internet connection.	There may be issues with the internet connection.	A poor internet connection can cause a variety of issues while trying to use Lumio. Try these simple methods to improve your internet connection and see if it corrects the issue: Make sure all wires and cables are connected and in good condition. A loose or damaged cable connecting your router or modem can cause issues with the internet connection. Restart your router. Unplug the router from power and wait at least 30 seconds before plugging it back in. Wait for all of the lights to turn back on, and then try to use the internet again. Move closer to your router or relocate your router. The router's location can affect the signal strength and connection speed. The closer to the router you are, the more likely the signal will be stronger. Make sure others aren’t using up the internet by streaming videos or other heavy usage content. Too many people using the internet at once can cause the internet to slow down. Disconnect other devices from the internet. Multiple devices using the internet at once can slow it down. Turn off anything you aren’t using to free up some internet speed. Run a speed test. Most internet service providers have speed test tools you can use. You can also try speedtest.net to run the test. For best performance with Lumio, you should have an internet speed of at least 3mbps. Disable firewalls. Firewalls can slow down internet speed and limit network bandwidth. Temporarily disable the firewall to check if this affects your internet connection. If it looks like the firewall is slowing down your internet, check your firewall settings to see if there are any unnecessary rules or other configurations you can change to reduce its affect. Disconnect from VPN. Using a VPN service can decrease the speed of your internet connection, especially if it’s being used to connect to a server that’s farther away from your location. Turn off the VPN service and see if that helps to improve the connection. If none of these methods resolve the issues, try the following more advanced troubleshooting steps or ask your school’s administrator for assistance: Visit suite.smarttech-prod.com/troubleshooting to check that no required URLs are blocked. If they are, you will need to have your admin add them to the allowlist.
I can’t import a lesson shared from Google Drive	When someone shares a lesson with you from Google Drive, you’re unable to import it into Lumio. This issue is caused by the way the sharing permissions were set in Google Drive.	Ask the sender to check the file’s share permission settings in Google Drive. Have the sender change the file’s share permission settings to Anyone with the link can view in Google Drive.

Issue

Cause

Solutions

I get a “Something went wrong” error message.

My file won’t upload/I received an import error message telling me to check my internet connection.

There may be issues with the internet connection.

A poor internet connection can cause a variety of issues while trying to use Lumio. Try these simple methods to improve your internet connection and see if it corrects the issue:

Make sure all wires and cables are connected and in good condition. A loose or damaged cable connecting your router or modem can cause issues with the internet connection.
Restart your router. Unplug the router from power and wait at least 30 seconds before plugging it back in. Wait for all of the lights to turn back on, and then try to use the internet again.
Move closer to your router or relocate your router. The router's location can affect the signal strength and connection speed. The closer to the router you are, the more likely the signal will be stronger.
Make sure others aren’t using up the internet by streaming videos or other heavy usage content. Too many people using the internet at once can cause the internet to slow down.
Disconnect other devices from the internet. Multiple devices using the internet at once can slow it down. Turn off anything you aren’t using to free up some internet speed.
Run a speed test. Most internet service providers have speed test tools you can use. You can also try speedtest.net to run the test. For best performance with Lumio, you should have an internet speed of at least 3mbps.
Disable firewalls. Firewalls can slow down internet speed and limit network bandwidth. Temporarily disable the firewall to check if this affects your internet connection. If it looks like the firewall is slowing down your internet, check your firewall settings to see if there are any unnecessary rules or other configurations you can change to reduce its affect.
Disconnect from VPN. Using a VPN service can decrease the speed of your internet connection, especially if it’s being used to connect to a server that’s farther away from your location. Turn off the VPN service and see if that helps to improve the connection.

If none of these methods resolve the issues, try the following more advanced troubleshooting steps or ask your school’s administrator for assistance:

Visit suite.smarttech-prod.com/troubleshooting to check that no required URLs are blocked. If they are, you will need to have your admin add them to the allowlist.

I can’t import a lesson shared from Google Drive

When someone shares a lesson with you from Google Drive, you’re unable to import it into Lumio. This issue is caused by the way the sharing permissions were set in Google Drive.

Ask the sender to check the file’s share permission settings in Google Drive. Have the sender change the file’s share permission settings to Anyone with the link can view in Google Drive.