If you are unable to open PDF files while using the Schoox Classic mobile app, you may be encountering a known issue. This article describes the cause of the issue and provides steps to resolve it.
Overview of the Issue
When attempting to open a PDF document from the Resource Library within the Schoox Classic mobile app, users may receive the following error message:
“An error occurred while loading the PDF”
Use case: This issue affects all PDF files accessed through the mobile app. It may have been observed across multiple users but does not occur when viewing PDFs via a web browser on a desktop or laptop device.
Explanation: The issue is typically caused by an outdated version of the app. While there may be no visible update available in the app store, certain internal components of the app may require refreshing.
Resolution Steps
To resolve the issue, you can refresh the app’s data by performing a reinstallation.
Delete the App
Uninstall the Schoox Classic app from your mobile device.Reinstall the App
Visit your device’s app store, search for Schoox Classic, and download it again.Log In
After reinstalling, log back into your account. The PDFs should now open correctly.
Important Information for Admins with Multi-Factor Authentication (MFA)
If Multi-Factor Authentication (MFA) is enabled on your account, you may experience a temporary lockout after reinstalling the app. In such cases, please contact Schoox Support for assistance. A support engineer can reset your MFA, allowing you to log in and re-enable it.
Understanding MFA and App Reinstallation
Admins:
Admins are required to have MFA enabled. After reinstalling the app, you will be prompted to complete the MFA setup again. If you encounter any issues, contact Schoox Support to have your MFA reset.Regular Users:
Regular users are not required to use MFA. You can simply uninstall and reinstall the app to fix the PDF issue without completing any MFA steps.
Summary
If PDFs fail to open in the Schoox Classic mobile app, reinstalling the app typically resolves the issue. Admins using MFA should be aware that a reinstallation may temporarily disrupt their login process, but Schoox Support can promptly assist in resetting MFA to restore access.