We have described all the common problems below. If you encounter a different problem or have a sales or customer service enquiry, please email firstname.lastname@example.org or phone 0845 130 4160 (local call rate) 24 hours 7 days a week.
- Why can’t I see and/or hear the Improve exercises?
- What browser do I need?
- My screen doesn’t seem big enough
- Why do I get sent back to the Login screen when it says I’ve logged in successfully?
- Why are Learners inadvertently accessing each other’s accounts?
- How are Levels/Grades calculated?
If you are unable to see the improve exercises then it is likely that you don’t have the latest version of Flash installed on your computer. To install Flash please follow the instructions here.
If you are unable to hear the sound in the Improve exercises please see our troubleshooting guide here.
What browser do I need?
We recommend using the latest version of Microsoft Internet Explorer when accessing the SAM Learning website. The most recent version of Microsoft Internet Explorer can be found at:http://www.microsoft.com/windows/ie/.We strongly recommend that you never use any version of a browser that is described as a “Beta” version – this means that it has not been fully tested and almost certainly will include software errors.
My screen doesn’t seem big enough
SAM Learning has been designed for a screen resolution of 1024 pixels wide x 768 pixels high. It will work on higher screen resolutions (although, the higher you set your screen resolution, the smaller your text will appear).
Cookies are not enabled on your browser. Enable this setting by following the instructions here.
Some networks use a Proxy Server to cache frequently accessed Internet sites to reduce the amount of Internet traffic on the network. This can result in students inadvertently accessing each other’s accounts. Students who are having this problem should ‘refresh’ the page, which will usually give them the correct page.
To avoid the problem completely it’s best to disable proxy server caching of www.samlearning.com. The local caching of the web browser should provide enough performance gain by itself without extra caching by the proxy server.
Most proxy servers will have an option to disable caching for a list of domains. For example with the Apache proxy server, you need to locate the line in the configuration file (usually called httpd.conf) that starts NoCache. Alter this line so it reads: “NoCache samlearning.com”.
If you are not sure how to disable caching of SAM Learning on your own proxy server please contact your proxy server provider.
Within a subject the same grade boundaries (or level boundaries) are used for every Exam Practice exercise irrespective of level of difficulty. This shows Learners their strong and weak topics.
From a teacher’s perspective, the level or grade given for an individual Test Practice will be too high for a low-level topic and too low for a high-level topic. When looking for an indicator of overall performance you should not focus on an individual result but on aggregate results across a range of Test Practice exercises and Test Papers.
Our grade boundaries (or level boundaries) reflect Exam Board grade boundaries or SATs level boundaries. In GCSE Maths a different set of grade boundaries is used for Lower/Intermediate Tier to the grade boundaries used for Higher Tier.