Troubleshooting guide

In this guide, you will find solutions to common problems that you may encounter using Ocean School.

If you do not see your issue in the list below, contact NFB’s technical support.

Do you have a tip for our troubleshooting guide? Please send your tips to

I am using an iPhone or iPad and my 360° video or VR experience is stuck. I can’t look around.

Are you using Safari?

If so, consider switching to Chrome to enable the ‘Magic Window’.

Ocean School won't load! I can't get to the media or activities.

Have you cleared your cache?

Many browsing issues can be solved by clearing your cache. Follow the steps in the support links below, then reload the website.


How to clear your cache and cookies on Google Chrome


Clear your browsing history in Safari on Mac

Clear the history and cookies from Safari on your iPhone, iPad, or iPod touch

I can’t open the activity! It says “You need permission”.

Did you just join a crew?

If your crew started this activity before you joined, they need to share the document with you.

Please follow the instructions on the Google Support site:

Share files from Google Drive

Can I use Ocean School on an iPad?

Yes, you can!

When you open an Ocean School activity on an iPad, it will open in a Google app.

Make sure you have the following apps on your iPad when using Ocean School:

  • Google Slides
  • Google Sheets
  • Google Docs
  • Google Drive

If you are using Ocean School with Google Classroom, then you will also need to download the Google Classroom app.

My students’ activities are not appearing in my Google Classroom.

Are your students accessing the website using your class URL?

Your class URL is located in your Class Dashboard on the Educator Space.

Ask your students to bookmark this URL and use it each time they log in to Ocean School for class.

When my students click Go to Activity, nothing opens. They just see the Related Content page.

Are you using Ocean School with Google Classroom?

Your students’ activities are copied out of your Classroom folder in Drive. If they can’t open any activities, then you may need to download a fresh copy of the activities.

To check if this is the problem, please follow these steps:

  1. Open your Classroom folder in Google Drive. Your Master copy of all of the activities is named after the Adventure (e.g., North Atlantic).
  2. Check the list of folders against the list of media located in the module guide. Look for missing or empty folders.
  3. If anything is missing:
  4. Go to your class Dashboard in the Educator space.
  5. Find “NEED A FRESH COPY?” and click Download.

Are you using Ocean School without Google Classroom?

Please report this issue to

My students can’t open activities in Google Docs when using my class URL.

Do you have a “Classroom” folder in your Google Drive?

Usually Google Classroom automatically creates this folder.

Your Ocean School Class folder needs to be located inside of the “Classroom” folder so that your students can access the activities.

If you do not have a “Classroom” folder in your Google Drive, please follow the steps below to locate your Class folder and move it into a Classroom folder.

1. Create a folder called “Classroom” in the root of your Google Drive.

Step 1

In your browser, open your Google Drive.

Choose New from the menu.

Step 2

Select Folder from the menu.

Step 3

In the pop-up dialog, name the folder Classroom.

Click Create.

2. Search your Google Drive for the Class folder. This folder will have the same name that you gave to your class on the Ocean School platform, for example, “Grade 8 history”.

3. Move your Class folder into your “Classroom” folder.

Step 1

Locate your Class folder in your Google Drive.

Right-click on the folder, then choose Move to from the menu.

Step 2

In the pop-up dialog, locate the Classroom folder and click the arrow.

Step 3

Click Move here.

A confirmation will appear at the bottom of your screen.

I customized an activity. Why aren’t my students receiving the new version of the activity?

Is this issue affecting just one student or crew?

If you made the changes in your master folder recently, then the students may have finished this piece of media and activity before you made the edits. You will need to share your version of the document with those students directly.

Click here to learn more about Sharing files from Google Drive.

Is this issue affecting your entire class?

Step 1. To start, check the file name of the document and the name of the folder it is in.

Only a document that has the same name as the piece of media will open automatically from the platform.

To rename a file or folder:

Right-click on a document or folder name in the list on Google Drive, then select Rename.

Step 2. If the file name and the folder name match the name of the piece of media check the location of your file.

You may have edited a copy of the activity, rather than the Master file.

To check the location of your file:

Click on the folder icon at the top of the document. Select Open folder in a new tab.

A new tab will open, showing the location of your file.

To view the full path to your file in Drive, click the 3 dots in the file path.

For your students to receive your customized activity documents, your modified document(s) must be located inside your master folder for this Adventure.

For more information, please see Customizing Ocean School Activities.

In this example, students in the “Grade 7 science” class will be able to access the Sea to plate activity.

The full path to the file is:

My Drive > Classroom > Grade 7 science > North Atlantic > Protecting Populations > Make it sustainable > Sea to plate