Error codes and solutions

Our development team are constantly working to improve the user experience for everyone on Sumdog, but sometimes that can throw up teething problems. On this page you can find details about common (and not-so-common) errors that may impact your Sumdog experience.

Sumdog is running slow

This message occurs if your internet is running slowly.

There are several reasons that this might be the case:

  • Wireless connection to the internet may have been lost
  • Your device has moved too far from the router or modem
  • Multiple devices or users are operating on the same network
  • Large downloads are occuring on the network
  • Overall internet speed is poor
  • Your internet service provider (ISP) is encountering difficulties
  • You are using a mobile device (smartphone or tablet) and trying to access Sumdog over a web browser

Troubleshooting

There are a number of troubleshooting steps you can take to tackle slow internet speed.

  • Check your internet connection either on your computer, or by checking the router or modem itself
  • Run an internet speed test here to confirm the download speed you’re receiving
  • Try connecting to a wired internet connection instead of wireless
  • Move your device closer to the internet router or modem
  • Ensure there are no large downloads or demanding video streaming on the network as this can put a strain on download speeds
  • Try having your students log on in small groups instead of all at once
  • Turn the router or modem off for a minute, then switch it back on
  • Turn the network connection on your device off, and then on again to see if this establishes a better connection
  • If you are using a device with Wi-Fi, try turning that off and using the mobile 4G data network instead to see if it may be an issue with the Wi-Fi (data charges may apply)
  • If you are using a mobile device (smartphone or tablet) we recommend that you download and use the latest version of the Sumdog app. Our Sumdog app is optimised for mobile devices

Error code BB3742FC

Normally, this error code means that there is a network issue, or an error in connecting to the Sumdog server. Unfortunately, it’s difficult to pinpoint the exact reason. Here are some things that might help:

  • If a group of students is using Sumdog together, try logging in in batches to lessen the internet usage. This can also happen if you have multiple device using the same network connections. You might need to reduce the number of devices using the internet at one time.
  • Some AntiVirus programs may block Sumdog’s access to the service. Please check your antivirus program, to see if this is happening. You might need to list *.sumdog.com as an exception on the program.
  • Turning the internet off, and then back on again, may help with the connection

Error code ED85E003

This error normally means that there might have been an error when logging into the account. Here are some things that might help:

  • If you are using the Sumdog app could you try closing the app down and then re-open it and login.
  • If you are still seeing the error you might need to delete and reinstall the Sumdog app
  • Make sure that you have updated your Sumdog app to the latest version. If you are not sure you can check the app store to see if there is an update.
  • If you are using a computer could you close the web browser

Need help?

Contact our support team at support@sumdog.com

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