This article covers common technical issues you might encounter when using Sparx Science and provides step-by-step guidance for resolving them.
Sparx Compatibility Checker
Most network and device issues for both teachers and students can be identified by running our Compatibility Checker. Please make sure you are visiting this website on the device that will be used to access Sparx.
Network connectivity issues
Diagnosing connection problems
Diagnosing connection problems
If you're having trouble connecting to Sparx Science, you may experience:
Pages not loading
Indefinite loading spinners
Connection error messages
Follow these steps in order to diagnose and resolve connection issues:
Check General Internet Access
Verify you can access other websites to confirm if it's a specific Sparx issue or general connectivity problem
Run the Compatibility Checker
Visit our Sparx Compatibility Checker to test URLs and browser settings
Ensure that all required Sparx domains and subdomains are whitelisted in your network settings.
Please note: Whitelisting e.g. https://sparx-learning.com does not automatically allow subdomains.
To allow all Sparx services, whitelist the wildcard domain:
https://*.sparx-learning.com
This ensures that subdomains such as:
• https://cdn.sparx-learning.com
• https://static.sparx-learning.com
are also accessible.
Check Device and Browser Compatibility
Try using a different device on the same network
Ensure you're using the latest version of your browser
Test with supported browsers:
Google Chrome (preferred)
Mozilla Firefox
Safari
Microsoft Edge
Investigate Firewall Issues
To establish whether some network configuration is blocking requests, we recommend connecting a device to a different network, e.g. a mobile network or home network.
If this works, then it suggests that some network configuration is blocking the requests.
If this doesn’t work, then it may be that the device is incompatible (see above) or some security software (e.g. anti-virus) is blocking the requests.
Try disabling part or all of your firewall and other security software to determine what is blocking the requests.
Some firewalls include logging which shows all requests that have been blocked. It might be useful to check those logs for requests to Sparx domains.
If you can’t resolve any issues with your firewall or software then you should ask for support from your provider. They will be much more familiar with the specifics of your setup than our support team.
Distributed Denial of Service (DDoS) protection
Distributed Denial of Service (DDoS) protection
A DDoS attack is a malicious attempt to disrupt the normal traffic to Sparx by overwhelming it with a flood of traffic.
From a high level, a DDoS attack is like an unexpected traffic jam clogging up the motorway, preventing regular traffic from arriving at its destination.
During a DDoS attack, you may experience:
Normal service
Slightly slower performance
Significantly slower performance
Challenge screens to verify legitimate users
Waiting room screens from Cloudflare
If you encounter any issues:
Follow any on-screen instructions
Wait a few minutes and try again
Remember that DDoS attacks can affect all internet services, not just Sparx
Browser Settings
Date format issues
Date format issues
If dates appear in an incorrect format:
Check your browser's language settings at https://www.whatismybrowser.com/detect/what-http-headers-is-my-browser-sending
Verify the first accept-Language shows the correct region (e.g., en-GB for UK date format)
Contact your IT Network Manager if the setting needs to be changed
Frequently asked questions
What should I do if I've tried all the troubleshooting steps and still can't connect?
What should I do if I've tried all the troubleshooting steps and still can't connect?
Contact us using the 'Help & Support' option in your Sparx Maths site. Include details of what happened when you tried the suggested steps and any screenshots that may be useful.
Will students lose work if there's a connection issue?
Will students lose work if there's a connection issue?
No, Sparx automatically saves student progress after each question attempt. Students can log back in and continue where they left off.
Do I need to make any changes to my school's network to use Sparx?
Do I need to make any changes to my school's network to use Sparx?
Your IT team may need to whitelist certain domains and configure firewall settings. Run the Compatibility Checker for specific requirements.
What do we do at Sparx to mitigate DDoS attacks?
What do we do at Sparx to mitigate DDoS attacks?
We have several protective systems in place to minimise the possibility of these attacks happening, and to minimise any impact on our schools.