Technical problems
Solve the technical problems you may come across with the app or The Big Challenge website. This guide explains how to fix display, connection or question-translation errors.
I can't find my school
If you can't find your school's name, don't panic!
What should I do?
1️⃣ Check the town you have selected:
- Make sure you select your school's town (not the town where you were born).
- Once you have chosen the right town, the list of schools in that town will appear.
2️⃣ Is the drop-down menu empty?
- Disable any ad blockers and make sure that JavaScript is enabled in your browser settings.
- If that doesn't work, use a different browser or switch device (for example, move from a phone to a computer).
💡 Tip : If you can't get the list of schools to appear, try the Google Chrome browser, which is often more compatible with these tools.
The app is not working well on my computer. What should I do?
If the app is not working properly on your computer, here are some steps to fix the issue.
Why is the app not working?
Our apps use modern technologies to be compatible with all devices (computers, tablets, and smartphones). 👉 Sometimes, issues may arise if your browser is not updated.
What can you do?
1️⃣ Update your browser.
- Make sure you are using the latest version of your browser.
- We recommend Google Chrome, Firefox, or Microsoft Edge.
2️⃣ Try a different browser.
- If your current browser is not working, try installing and using Google Chrome.
3️⃣ Restart your device.
- Sometimes, a simple restart of your computer, tablet, or smartphone can solve the issue.
💡 Tip : Google Chrome is often the most compatible browser for the app, so make sure to use it.
The website says "There is a technical problem." What should I do?
If you see a message saying "There is a technical problem", this might be due to a misselection of your school.
What can you do?
1️⃣ Check your school's town.
- Make sure to select your school's town, not your place of residence or birth.
2️⃣ Repeat the process.
- Select the town again and ensure you validate each step.
💡 Tip : If the problem persists, try reloading the page or using a different browser.
I can't find the test access code
If you can't locate the access code for the test, you can find it directly in your teacher account. 👉 The code is also included in the confirmation email sent to the coordinator a few days before the contest.
💡 Tip : Search your confirmation email using the keyword "prepare for the online format test".
Some questions aren't displayed correctly
If some questions aren't displayed or the audio files aren't working, you can refresh the page.
Steps based on screen size
- On a large screen (computer, large tablet): A message will appear on the test page reading: "The page isn't displaying correctly or there's a problem with the audio file? Click here multiple times until the problem is resolved." 👉 Click this button several times until the issue is fixed or the file downloads.
- On a smaller screen (smartphone, small tablet):
- Click the three horizontal lines (hamburger menu) in the top-right corner of the screen.
- A window will open, with a green button at the bottom of the window.
- Click this button multiple times until the file loads.
💡 Tip : If the issue persists, try switching to a different browser (use Chrome, Firefox, or Safari) or clearing your browser cache.
The sound in the questions isn't working
If the sound in the questions isn't working, try the following:
1️⃣ Refresh the page (CTRL + R on PC, CMD + R on Mac, or use the refresh button in your browser). 2️⃣ Check the audio settings on the device (muted sound, low volume, incorrectly connected headphones or earphones). 3️⃣ Switch to a different browser (use Chrome, Firefox, or Safari).
👉 Contact support if the problem persists after following these steps.
The questions are in the wrong language
If the contest questions appear in the wrong language, it is probably because of an automatic translation tool enabled in your browser (such as Google Translate).
Why does this happen?
The browser's automatic translation translates all the content of web pages, including the English questions, which distorts the content of the contest.
What should I do?
1️⃣ Disable automatic translation.
- Go to your browser settings and turn off the automatic translation function.
- In Google Chrome, you can do this under "Settings" → "Languages" → Turn off automatic translation.
2️⃣ Reload the page.
- Reload the page after disabling automatic translation.
💡 Tip : If you don't know how to disable automatic translation, search online for "disable automatic translation + the name of your browser".
I'm still experiencing technical issues
If you encounter a problem not listed here, don't hesitate to contact our technical support team. 👉 Before and during the contest, our team is available to help resolve any issues.
💡 Tip : To save time, have the following information ready:
- Your Big Challenge code (4 digits + 1 letter).
- A detailed description of the issue.
- The device and browser being used (e.g., "Samsung tablet with Chrome").
Related articles: