I have a student who has been working in the 4th grade level of math. She was at 17% and her percentage suddenly dropped to 2%. The strange thing is that my computer is showing that she is at 17%. She's feeling very discouraged, not being able to track her own progress and also has been working daily in the course and hasn't increased her percentage in over a week. I made sure we were looking at the correct percentage for overall course mastery.
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Hi Mindy,
Thank you for bringing this to our attention! I understand how concerning this must be, but I’m happy to guide you through what may be happening.
When progress is not registering correctly in an account, it is usually 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. I believe this is the issue here since you are seeing one account's progress on your end whereas your student is logging into a different account altogether.
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 navigating through different tabs. Time navigating through other tabs besides Khan Academy may not count as learning time in the Progress reports. E.g., a student is browsing another website on a different tab while the tab where Khan Academy is open remains inactive.
The student was navigating through non-learning parts of the site. If you’re adjusting the settings in your account or browsing through the discussion forums, for example, this time will not be counted in the Progress reports.
The student was using an outdated version of the Khan Academy app. Using an outdated version of the app might lead to several issues, including learning time not being accurately registered.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 you, or would like further help addressing this issue, could you please submit a support ticket for this issue? This way our support channel can have a deeper look at it.
Thank you for being a part of Khan Academy! If there’s anything else I can do for you, please let me know!
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