Troubleshoot missing previews, slow loading, and saving errors
Check loading states, filters, network connectivity, and account status when Sparkclass resources or files do not appear as expected.
Distinguish loading from an empty result
A gray animated preview means an image is still loading. A skeleton file list means the application is preparing your files. Neither necessarily means the collection is empty.
In Community, more cards appear as you scroll. If a result seems missing, check the grade, standard, scene, file type, and search query before changing anything else.
Retry a failed resource request
If a panel shows a loading error and Retry, use Retry once your connection is stable. A failed thumbnail does not necessarily mean the resource itself has been deleted.
If repeated attempts fail, note whether the problem affects one resource or the whole collection. That distinction helps support locate the issue.
Protect work when saving fails
A new name or edit may appear locally while the save is still pending. If an error appears, keep the page open and preserve important text before refreshing. Check your connection and signed-in account.
Once saving succeeds, reopen the file to confirm the important changes. Do not assume a pending local change is already available on another device.
Report a reproducible problem
Contact support with the action you tried, the visible error, your browser, and whether the issue occurs again. A screenshot of the affected interface can help.
Remove student information and sensitive account details from screenshots. Never include verification codes or authorization tokens.