SCALE user guide

Instructor troubleshooting

Resolve common classroom, access, challenge, processing, and metric issues.

A student cannot join

Confirm the student is using the intended invitation, belongs to the correct organization, matches a roster reservation when roster-only access is enabled, and has an available or funded class pass.

A challenge is not visible

Check the active classroom, scheduled opening time, timezone, publish status, and whether the start time has arrived.

A student cannot change a decision

A submitted decision is locked. The challenge may also be closed or calculating. Use the instructor reset action only when reopening the work is intentional.

Results remain calculating

Review job status and wait for reconciliation. If work has failed or stalled, use the supported cancel-and-rerun action instead of manually editing ledger records.

No rankings appear

Confirm that the classroom has at least one active numeric metric displayed on the leaderboard and exactly one intended primary leaderboard metric.

Feedback is hidden

Calculation completion and feedback release are separate. Check the release mode, scheduled time, and whether the student's result is ready.

Still blocked

Use the in-app support option or contact SCALE with the classroom name, challenge title, visible status, and a description of what you expected. Do not include sensitive student data.