An XYZ Homework page stays blank, the loading spinner never stops, a submission seems to hang, the page shows up without its usual layout, or your browser says the site can’t be reached.

If this only happens inside Canvas, D2L Brightspace, Blackboard or Moodle, go to XYZ Homework is blank or asks me to sign in again inside my LMS instead for steps specific to an LMS launch.

What this means

A loading problem can involve your connection, browser, browser extensions or XYZ Homework itself. The steps below help narrow it down. If they don’t help, support can check.

Try this now

  1. If a submission seems stuck, wait for a message before you reload. After you submit, XYZ Homework can wait up to about three minutes for the server before it shows one of the messages listed below the steps. While you wait, don’t reload, close the tab or change your answers: reloading can lose an answer that hasn’t reached the server yet. When a message appears, do what it says. If a page is still loading and you weren’t submitting anything, reload it.

  2. Check your connection. Open another website to see whether it loads. If you can, try a different network, for example switch between Wi-Fi and your phone’s mobile data. If XYZ Homework fails on one network or internet provider but works on another, keep using the one that works (for example your phone’s hotspot) until you finish, and tell support which provider you were on.

  3. Try another browser. Use a different browser that is up to date, or update the one you have.

  4. Turn off browser extensions for XYZ Homework. Ad blockers, privacy or script blockers, and tools that change pages (such as translators) can stop parts of a page from loading. Turn them off for xyzhomework.com and reload.

  5. Use a private window as a test. Open XYZ Homework in a private (incognito) window. Private windows usually run without your extensions, so if the page works there, compare the extensions and saved site state in your normal window. This result alone doesn’t identify the cause. Skip this test for assignments you open from your LMS, and don’t switch windows during a timed test.

Messages you might see

While you work in an assignment, XYZ Homework may show one of these messages. Do what the message says.

  • “The server’s reply did not arrive. Retrying your submission automatically — please stay on this page and leave your answers unchanged until this finishes.” Wait. Don’t reload, close the tab or change your answers yet.
  • “The server did not reply in time. Check your internet connection, then try again: if you were submitting an answer, it is still on this page, so submit it again; if this page was still loading, reload it. Answers the server already accepted are saved.” Check your connection, then submit again or reload, as it says.
  • “Submission saved” with “The server already has a saved submission recorded for the question(s) you submitted.” Your answer was saved. The page has been updated to show what was recorded.
  • “Submission rejected. You have submitted this assessment elsewhere since it was displayed here, so the question(s) you were trying to submit may be out of date.” The same assignment is open in another tab or on another device, or an earlier submit already went through. Close the other tabs, reload this page, and check what was recorded before you answer again.
  • “Attempt closed” with “This attempt is now closed. The score screen shows what the server has recorded for it.” The attempt ended. Check the score screen for what was recorded.
  • “Your login session expired. To continue you will need to log in again.” Log in again at xyzhomework.com, or open the assignment again from your LMS.
  • “The site is not responding”. Check your connection and try again in a moment.

On a test, wait for the summary page

On a test with Submit and End at the top, after you click it and confirm, don’t close the tab or the lid until the summary page appears. On homework-style timed work, wait for each Submit to finish before you close the tab. If you already closed it, see My work didn’t save, or my test still says it’s in progress.

Who can fix it

  • You: work through the steps above. They check the causes that are on your own device and connection.
  • Your instructor: if a loading problem cost you time on a test or made you miss a due date, tell your instructor. Only your instructor can add time to a test’s time limit. If your instructor gives LatePasses and one is offered on the assignment, you can use it yourself to extend the due date or reopen the assignment: see Using a LatePass.
  • XYZ Homework support: if pages still won’t load after you’ve tried another browser and another network, contact support.