If you open LiveSchool and see spinning circles where your students' point totals should be, this article will get you back up and running.
What's happening
Your browser saved an old data file (a cookie) that no longer matches your LiveSchool session. The page loads, but it can't finish pulling in your students' points, so it spins forever.
Clearing that stored data for LiveSchool fixes it. Nothing else on your computer is affected, and no student data is lost.
Pick one of the three options below
They all do the same thing. Start with Option 1, which is the fastest. Move down the list only if the one above it doesn't work.
Option 1: Use the button built into LiveSchool. One click.
Option 2: Clear cookies from your browser's address bar.
Option 3: Clear cookies from the browser's inspect panel. Use this one if your IT team is walking you through it.
Options 2 and 3 use Google Chrome. The steps are nearly identical in Microsoft Edge.
Option 1: Use the button inside LiveSchool (fastest)
If you can't get past the login screen
On the LiveSchool sign-in screen, click Having trouble signing in?
Then click Clear cache and reload.
You'll be signed out and the page will reload. Sign back in as usual.
If you're already logged in
Go to your Profile page.
Scroll to the bottom and click Troubleshooting to expand that section.
Click Clear LiveSchool Cache and Reload, then confirm.
The page refreshes on its own. You will not be logged out.
Points loading now? You're done. If they're still spinning, try Option 2.
Option 2: Clear cookies from the address bar
Step 1: Click the icon to the left of the web address
With LiveSchool open, look at the top of your browser where the web address is. Just to the left of my.liveschoolapp.com there's a small icon. Depending on your version of Chrome it looks like a lock, a slider, or a small circle.
Click it. A small menu drops down.
Step 2: Choose Cookies and site data
In that menu, click Cookies and site data, then click Manage on-device site data.
Step 3: Delete the data
You'll see liveschoolapp.com listed. Click the trash can icon next to it, then click Delete to confirm.
Close the menu, then jump to Finish up at the bottom of this article.
Option 3: Clear cookies from the inspect panel
Use this if the options above didn't work, or if your IT team asked you to do it this way.
Step 1: Open the inspect panel
Right-click anywhere on the LiveSchool page and choose Inspect from the menu that appears.
A panel opens on the side or bottom of your screen with a lot of tabs and code. That's expected. You only need one tab in it.
Step 2: Find the Application tab
Look at the row of tabs across the top of that new panel. You'll see names like Elements, Console, Sources, and Network.
Click the plus sign (+) at the top right of that row of tabs, then choose Application from the list.
If you already see Application in the row of tabs, just click it and skip the plus sign.
Step 3: Open Cookies
On the left side of the Application tab there's a list of storage types. Find Cookies.
Click the small arrow next to Cookies to expand it. You'll see a list of website addresses that have saved cookies.
Step 4: Clear the LiveSchool cookies
Find the row for my.liveschoolapp.com. Right-click that row and choose Clear.
This only clears cookies for LiveSchool. Your other sites and logins stay exactly as they were.
Close the inspect panel by clicking the X in its top right corner.
Finish up
Do a hard refresh
Reload the page fully using your keyboard:
Windows or Chromebook: hold Ctrl and Shift, then press R
Mac: hold Command and Shift, then press R
Log back in
You'll be signed out, which is normal. Log back into LiveSchool with your usual email and password.
Your students' point totals should now load correctly.
Still spinning?
Try a different browser. If LiveSchool loads fine in another browser, the issue is specific to the first one.
Check your internet connection. Other sites loading slowly points to a network issue, not LiveSchool.
Ask your school's IT team. Some school networks block parts of LiveSchool with a content filter. They may need to allow *.liveschoolapp.com.
If none of that works, reach out through the chat bubble in the bottom right corner of LiveSchool. Let us know which browser you're using and roughly when the spinning started, and we'll take it from there.