My daughter lost some of her self-study records. She is so anxious to find them!

How can we help?

gaijujie

August 17, 2021 19:12

Hi! Here is my problem. My daughter lost some of her self-study record. She started to self-study 2 units of Algebra 1 almost one week ago. They are Quadratics: Multiplying & factoring and Quadratic functions & equations.

She has completed all the practices and when she intended to print those evidence, these signs like MASTERED, PROFICIENT to the right side of every title disappeared! Those violet crowns have also gone.

She is so worried now. Because she made that commitment with her high school teacher she will completed them.

She would like to find these study results and statistics. Thank you for your help!

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carol

September 27, 2021 21:16

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Hi gaijujie,

I'd like to reiterate Regina's comment - we usually see this situation due to one of the following reasons:
- The progress was registered on a different account. This is quite common— e.g., children accidentally log in to their parent’s accounts instead of their own and complete activities there.
- The student worked while being logged out. When learners work on the site without logging in to a Khan Academy account, their progress is not registered.
- The student was using an outdated version of the Khan Academy app. Using an outdated version of the app might lead to several issues, including learning time not being accurately registered. Click here for a complete guide on finding the version you’re using.
If you don’t think any of these cases apply to your child, please submit a support ticket so that we can take a closer look at this issue for you!

Best
Regina Litman

August 17, 2021 21:42

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Check to see if she was signed in when she tried to print this information. Either her name or the words "Sign in" should be at the top of the page. If it's "Sign in", all she needs to do is to sign in, and the mastery information should be back. (However, if she did any new work without realizing that she wasn't signed in, she'll have to repeat it when signed in.)

One other possibility is that she may have done some of this work while not connected to the Internet, if she had downloaded videos and other components. Again, this needs to be done with an Internet connection to get credit or to see previously earned credit.

If you are using an app (iOS or Android), you may want to try uninstalling and reinstalling the app. I do not like to do this, nor do I like to be told when I report a problem to do this, so I am only suggesting this if you don't mind doing so. Of course, if you are using the web version of Khan Academy, this paragraph doesn't apply to you.

Finally, if none of the above is your situation, the best way to get in touch with someone who can really help you at Khan Academy is to choose Report a Problem near the top right corner of this and all other Support Community pages. Put everything that you put in your above message into your problem report. Very important - Enclose screen prints of what is appearing on your screen (showing that Mastered, Proficient, etc., is not showing). If you don't send them with your initial report, they'll ask you to send them after they get back in touch with you. So save a step by including them initially. If you are using an app version of Khan Academy, let them know whether or not you tried uninstalling and reinstalling the app or if you decided that you do not want to do this. Otherwise, that will be the first thing they suggest that you do, and sometimes they won't give you any further help unless you try this first.

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