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This guide covers the most common issues encountered by students, teachers, and administrators using Puddin. Each section describes the symptoms, the most likely causes, and the steps you should take to resolve the problem. If you work through the relevant steps and the issue persists, contact Puddin support with the details noted in each section.
Symptoms: Students land on a login page, see an “authentication failed” error, are redirected in a loop, or receive a “user not found” message.Most likely causes:
  • The student is trying to log in at puddin.app directly instead of launching from the LMS
  • The LTI integration between the LMS and Puddin is misconfigured
  • The student’s LMS session has expired
  • The student’s institutional email does not match the account Puddin has on file
Steps to resolve:
  1. Ask the student to log out of both Puddin and the LMS, clear their browser cookies, and relaunch Puddin from the assignment link in the LMS.
  2. Confirm that the LTI integration is active by testing the launch yourself as a teacher. If the launch fails for you too, the issue is with the integration configuration — refer to the relevant LMS setup guide.
  3. In the Puddin administrator panel, go to Users and search for the student by email. Verify that their account exists and that the email address matches what the LMS sends. If there is a mismatch, check the LMS user profile for the correct email.
  4. If the student has changed their institutional email address recently, their Puddin account may be linked to the old address. Contact Puddin support to update the account email.
Students should always enter Puddin via the LMS assignment link — not by navigating directly to the Puddin URL. Direct navigation bypasses the LTI authentication flow and will not work for LTI-provisioned accounts.
Symptoms: The student opens a Puddin assignment but the recording timer does not start, the session shows “Waiting” or “Not started”, or the student finishes writing but no evidence appears in the teacher dashboard.Most likely causes:
  • The student’s browser is blocking third-party scripts or cookies required by Puddin
  • The student is using an unsupported browser
  • A browser extension (ad blocker, privacy shield) is interfering with Puddin
  • The assignment was not set up with recording enabled in the Puddin teacher settings
Steps to resolve:
  1. Ask the student to try a different browser. Puddin works best on the latest versions of Chrome, Firefox, Edge, and Safari.
  2. Ask the student to disable browser extensions temporarily, particularly ad blockers, privacy extensions, or script blockers, and then reload the assignment.
  3. Check the assignment settings in the Puddin teacher dashboard. Open the assignment and confirm that Session recording is toggled on.
  4. If the student is on a managed institutional device, ask them to try on a personal device or a different network. Institutional firewalls or content filters occasionally block the Puddin recording script.
  5. Ask the student to check their browser’s console (F12 → Console) for error messages and share a screenshot with Puddin support if the issue continues.
Symptoms: Clicking the Puddin link in the LMS results in a blank page, a “Tool launch failed” error, a 403/500 error page, or an “Invalid client” message.Most likely causes:
  • One or more LTI 1.3 configuration values are incorrect or have been accidentally modified
  • The tool registration in the LMS is set to a status other than Approved or Active
  • The Puddin deployment was not finalised (platform values were not saved back to Puddin)
  • A firewall or proxy is blocking the OIDC handshake between the LMS and Puddin
Steps to resolve:
  1. Open the LTI tool settings in your LMS and compare every configuration value (Client ID, Keyset URL, Access Token URL, Authentication Request URL) against the values in the Puddin Integrations panel. Correct any discrepancies.
  2. Confirm the tool status is Approved or Active in the LMS. Some LMS platforms require explicit approval after registration.
  3. In the Puddin Integrations panel, confirm that the Deployment ID and Platform ID returned by the LMS after registration are saved. If they are blank, re-enter them and save.
  4. Test that your server can reach the Puddin domain over HTTPS. Run a connectivity test from within your network or ask your network administrator to verify that outbound HTTPS requests to the Puddin domain are not blocked.
  5. Check your LMS’s LTI or integration logs for the specific error message. The error code usually identifies whether the problem is on the LMS side (invalid request) or the Puddin side (token verification failure).
When comparing URLs, watch for subtle differences: a trailing slash, http vs https, or an extra query parameter can cause the launch to fail silently.
Symptoms: Students complete and submit assignments in Puddin, but no grade or score appears in the LMS gradebook.Most likely causes:
  • LTI Assignment and Grade Services (AGS) are not enabled on the tool registration
  • The assignment in the LMS is not set up as a graded item
  • Puddin has not been configured to send grades for this assignment
  • A permissions issue prevents Puddin from writing to the gradebook
Steps to resolve:
  1. Check the LTI tool registration in your LMS and confirm that Assignment and Grade Services (or equivalent) is enabled. Refer to the LMS-specific setup guide for instructions on where this setting appears.
  2. Open the assignment in the LMS and confirm it is configured as a graded assignment with a maximum points value. Grade passback only works for graded assignment types.
  3. In the Puddin teacher dashboard, open the assignment settings and confirm that Grade passback is enabled for this assignment.
  4. Review the Puddin submission record for the student. If a grade was sent but did not appear in the LMS, the LMS may have rejected the passback request — check the LMS’s grade or integration logs for rejection details.
  5. Re-submit a test grade from the Puddin dashboard (if available) and monitor both the Puddin activity log and the LMS gradebook for the result.
Symptoms: After installing the Puddin Word add-in, the Puddin button or tab does not appear in Word’s ribbon.Most likely causes:
  • Word has not been restarted since the add-in was installed
  • The add-in installation did not complete successfully
  • For IT-deployed add-ins, the propagation period (up to 24 hours) has not yet elapsed
  • The user’s Microsoft 365 account does not have permission to use add-ins (policy restriction)
Steps to resolve:
  1. Close Word completely (including from the system tray or Dock) and reopen it. The ribbon should update on restart.
  2. For self-installed add-ins: go to Insert → Add-ins → My Add-ins and check whether Puddin appears in your installed add-ins list. If it does but is not on the ribbon, click the add-in name to activate it.
  3. For IT-deployed add-ins: wait up to 24 hours from the time the deployment was configured in the Microsoft 365 Admin Center. If it still does not appear after 24 hours, ask your IT administrator to confirm the deployment assignment includes your account.
  4. Check whether your organisation’s Microsoft 365 policy restricts add-in usage. In some enterprise configurations, add-ins are disabled by default. Your IT administrator can check this in the Microsoft 365 Admin Center under Settings → Org settings → Office add-ins.
  5. Try installing the add-in on a different device or in Word for the web (office.com) to determine whether the issue is device-specific.
Symptoms: A student says they submitted their work in Puddin, but the teacher cannot see it in the assignment dashboard.Most likely causes:
  • The student did not complete the submission step (they may have written but not clicked Submit)
  • The submission was made under a different assignment or course
  • The teacher is viewing the wrong assignment or has a filter applied that hides the submission
  • A network interruption occurred during submission and the upload did not complete
Steps to resolve:
  1. Ask the student to log in to Puddin and check their My Submissions page. If the submission appears there, it was received — ask the teacher to refresh their dashboard and check filters.
  2. Confirm that both the teacher and student are looking at the same assignment (same course, same assignment name). Students occasionally submit to a practice or incorrect assignment.
  3. If the student’s submission page shows “Upload failed” or “Pending”, ask them to reopen the assignment and click Resume session, then submit again.
  4. Check the Puddin administrator panel under Activity logs for any submission errors associated with the student’s account on the relevant date and time.
If the student’s session was active but closed without submitting, the recorded evidence may still be recoverable. Contact Puddin support with the student’s email address and the approximate session time — do not ask the student to start a new session until support has confirmed the original data status.
Symptoms: The session timer stopped mid-assignment, the student was logged out unexpectedly, or the recording shows a gap in the timeline.Most likely causes:
  • The student’s internet connection was interrupted
  • The student navigated away from the Puddin tab or the tab was closed
  • The LMS session timed out and forced a re-authentication
  • The student’s device went to sleep or the screen locked
Steps to resolve:
  1. Ask the student to return to the assignment in the LMS and relaunch Puddin. If the session is still open, they will be prompted to Resume session — clicking this reconnects them and continues recording from where they left off.
  2. Check the session timeline in the Puddin teacher dashboard. Gaps in the timeline are recorded with a timestamp and reason (for example, “connection lost”, “tab hidden”). This context is available to the teacher when reviewing the submission.
  3. If the student cannot resume because the assignment deadline has passed, contact the teacher to evaluate the available evidence and consider extending the deadline if appropriate.
  4. Advise the student to write in a stable environment for future assignments — a wired connection or reliable Wi-Fi, with the device plugged in to prevent sleep interruptions.
Puddin saves session evidence locally and syncs it when connectivity is restored. A temporary internet drop does not erase recorded evidence — it is uploaded when the connection returns.