What should I do if a student’s device won’t load Pearl?
This article outlines what to do when a student can’t access Pearl for their OnYourMark session.
If a student’s device is not loading the Pearl platform properly—whether it’s a blank screen, loading error, or login failure—please follow the steps below to report and resolve the issue.
🖼️ Step 1: Take a Screenshot or Photo
Capture exactly what the student sees on their device when trying to access Pearl. This could include:
- An error message
- A blank screen
- An incorrect login prompt
- Anything else that looks unusual or unexpected
📩 Step 2: Notify Your Partner Success Manager
Share the screenshot or photo with your campus’ designated Partner Success Manager along with a brief description of what happened. They will escalate the issue to OnYourMark’s Operations and Technology Team for support and resolution.