Some users may encounter errors, glitches, or other issues when using the Labster app to play simulations. This article will help you diagnose and troubleshoot these issues to make sure you have a smooth experience.
1. Make sure that you are using the Labster App on a supported device
✅ Labster app is compatible with iPads and Chromebooks.
❌ Labster app is NOT compatible with any smartphone.
Unsupported devices:
Android phones and tablets
iPhones
Check out the following article to ensure your device is compatible with Labster simulations.
🧪 The simulation
Not every simulation is currently compatible with the app.
When clicking on the simulation from your assignment, if you spot an Apple logo beside a simulation, it means it's supported on iPads.
Similarly, if you see the Chromebook logo, that particular simulation is compatible with supported Chromebooks:
2. Ensure you are playing the simulation in the app
To launch simulations in the Labster app, on your iPad or Chromebook, you need to follow these steps:
📱iPad:
Download the app: Apple App Store - Labster app
Access your assignments: How to access Labster simulations on an iPad
💻Chromebook:
Download the app: Google Play Store - Labster app
Access your assignments: How to access Labster simulations on a Chromebook
Please note that if you are accessing Labster simulation from your LMS or school Portal (Canvas, Blackboard, Moodle..) you need to log in from
Troubleshoot errors or issues when using the native app
If you unable to play Labster simulations and get the following errors:
E1002' error (Missing validation cookie)
E1003 error
Error: LTI login / fetchUserData
Please make sure that your device settings are configured correctly.
📱 Instructions for iPad devices
Open the iPad Settings app and go to Safari. Disable the following options:
Block All Cookies
Prevent Cross-Site Tracking
Block Pop-ups **(Note: If it seems like a setting is missing, scroll to the "advanced settings" section in Safari settings, as it should be there.)
Some of these settings may already be disabled, but it's important to double check to ensure that the app will work properly.
2. Next, go to Settings and select Chrome, and make sure that:
The Default Browser App is set to Chrome
Allow Cross-Website Tracking is turned on
3. Lastly, open the Chrome browser and click the 3 dots to head to the Chrome browser's settings:
From the settings, head to the Content Settings section and turn off "Block Pop ups".
If you're having trouble with these steps, you can also follow the instructions in this video: https://www.loom.com/share/c28936e36f254cef989b11a56e58b5b2
💻 Instructions for Chromebook devices
Make sure cookies are enabled in Chrome
Make sure you are not using Incognito mode
Update your Chrome OS to the latest version
Note: Labster requires Google Chrome version 114 or higher to function properly. If your Chromebook cannot be updated, you might not be able to use it to play Labster simulations.
The simulations are crashing or glitching
Make sure your device is up to date:
Restart your device
Make sure you have a stable and strong internet connection
Plug your device in and make sure it's charging as this will increase performance
Please do not hesitate to reach out to our Support Team if you have any questions or need assistance.
To get in touch with our Support Team, you can:
click on the blue button located at the bottom right of the screen
📚 Help Center article Contact Support
📧 or by email: customer.support@labster.com