OptiLearn

If the mobile app isn't behaving, this page covers the most common fixes. If none of these help, email your institution's support address or use the Help button in the app's Settings screen to send feedback directly to the OptiLearn team.

"Invalid credentials"

Double-check:

Role toggle — are you using the right tab? Student/Parent and Staff are separate login flows. If you were set up by the institution's admission office, you're a Student/Parent. If you were onboarded as a teacher or admin, you're Staff.
Institution slug — it's the short identifier from the web URL. If your web URL is svpms.opticrm.app the slug is svpms. Not the full URL, not the institution's full name.
Email typo — try copy-pasting from your password manager instead of typing. Autocapitalize on iOS loves to capitalize the first letter of your email.

If all of that checks out, try signing in on the web at learn.opticrm.app — if that fails too, it's not a mobile issue; reset your password from the web.

"Network unavailable — check your connection"

The app couldn't reach the server. Check:

Airplane mode is off
Wi-Fi or mobile data is connected (try loading any website in a browser to confirm)
Your institution's IT isn't blocking learn.opticrm.app on their internal network — some schools block outside services behind their firewall

If you can reach learn.opticrm.app in a browser but the mobile app can't, force-quit the app and try again — there's a known issue where a stale DNS cache survives network changes.

Your cached refresh token has been invalidated, typically because:

You signed out of this device from another device's Settings → Active sessions screen
Your institution admin revoked your session
You haven't opened the app in 60+ days (refresh tokens expire)

Just sign in again — it'll create a fresh session.

The app is slow or crashes on launch

First-time launch hangs

The first launch downloads initial assets and sets up secure storage. On a fresh install this can take 10–15 seconds on older devices. If it's stuck past 30 seconds, force-quit and reopen.

Crashes on opening a lesson

Usually means the lesson has content the app doesn't recognize yet (e.g. a new block type added to the web before the mobile app was updated). Workaround: update the app to the latest version from the App Store / Play Store.

If you're on the latest version and it still crashes, open the lesson on the web at learn.opticrm.app — if it renders there but not on mobile, report it so we can add the block type to the mobile renderer.

I'm not getting push notifications

Check, in order:

Notification permission — Settings → OptiLearn → Notifications on iOS, Settings → Apps → OptiLearn → Notifications on Android. Make sure they're allowed.
In-app notification settings — in the app, Settings → Notifications. Each category (assignments, announcements, live sessions, etc) can be turned on or off separately.
Do Not Disturb / Focus mode — if your phone is in DND, notifications are silenced by default.
Network — push notifications arrive via Firebase Cloud Messaging which needs an internet connection. If your phone has been offline for a while, notifications queue up and arrive when you reconnect.
Force-close and reopen the app — this re-registers your device with the push service. If the app never registered successfully (e.g. you denied the permission prompt and later changed your mind), this is the fix.

Downloads aren't working

"Not enough space"

Free up ~500 MB on your phone, then try again. The app refuses to start a download that would leave less than 500 MB of free storage to protect the OS from misbehaving.

"Wi-Fi only downloads" is on

Check Settings → Downloads. If Wi-Fi only is on and you're on mobile data, downloads pause until you reconnect to Wi-Fi.

Download progress stuck at 0%

Cancel the download, force-quit the app, relaunch, and try again. A failed handshake with the file server can leave a stale download record.

PDFs or videos won't play

"Cannot load this video"

The video file was probably removed or moved. Report it to your instructor — on their side they'll see a broken video URL on the lesson.

PDF shows a blank page

Try pinching to zoom out — some PDFs load zoomed-in by default and look blank on the first visible area
Tap the next-page button — the PDF may have loaded on page 2
Swipe back to the course and reopen the lesson — forces a re-download

The app says I need to update

The backend enforces a minimum supported version. When you open the app and it says Please update OptiLearn to continue, you're on a build below the cutoff.

Update via the App Store / Play Store and relaunch. If you're on a test-flight build (internal testing), contact your institution admin for the latest test build.

Nothing here fixed it

Send us details:

From the app — Settings → Help → Send feedback. Includes the device model, OS version, app version, and a truncated log tail by default so we can reproduce your issue quickly.
From email — contact your institution's support address or support@opticrm.app for OptiLearn-level issues.

Include:

What you were trying to do
What you expected
What actually happened (screenshot helps)
Your device model + OS version
App version (Settings → About)

Troubleshooting