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Troubleshooting — Solving Common Problems

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The access code does not work

Symptoms

  • "Invalid code" message after clicking "Vérifier le code"
  • Nothing happens after validation

Solutions

  1. Check the format: the code must be RACINES-XXXXX-2025 (hyphens included, 5 characters in the middle)
  2. Check ambiguous characters:
  3. O (uppercase letter o) vs 0 (zero): the letter O is rounder
  4. I (uppercase i) vs 1 (one): the number 1 is thinner
  5. l (lowercase L) vs 1 (one): rare in codes, but possible
  6. Copy and paste the code from a digital document if you received it by email
  7. Check the language: each code is linked to a specific language — make sure you clicked on the correct language
  8. Test your internet connection: code verification requires a connection
  9. Try a different browser: Chrome is recommended

If nothing works → Contact support

The download is stuck or interrupted

Symptoms

  • The progress bar remains stuck for several minutes
  • The download stopped at a specific step
  • Error message during the download

Solutions

  1. Check your internet connection: switch to Wi-Fi if you are on mobile data
  2. Wait: the audio step (step 3/5) can take several minutes on a slow connection
  3. Free up storage space: at least 10–15 MB must be free per language
  4. Avoid private browsing mode: in private browsing, data cannot be saved
  5. Close other tabs: reduce the load on the browser
  6. Restart the download: from the language page → "Mode Offline" → restart

⚠️ If you restart the download, files already cached are not re-downloaded. This is normal and intentional.

Audio does not play

Symptoms

  • The 🔊 button produces no sound
  • Error icon ⚠️ instead of the player
  • Audio loads but does not start

Checks

  1. Silent mode: check that your device is not in silent mode (ringer off)
  2. Volume: increase the volume on your device
  3. Connection: if you are offline and the audio has not been downloaded, it cannot play

Solutions by case

Cause Solution
Device on silent Turn off silent mode (iPhone: side switch)
Volume at 0 Increase the volume with the physical buttons
Audio not downloaded + offline Reconnect and start the download
Slow first playback (online) Wait a few seconds — audio is loading from the CDN
Button absent The audio recording is not yet available for this word
Headphones connected with no sound Check the headphone connection, test without headphones

Audio quality is poor

Possible synthetic voice

If a recording is not yet available, the app does not use a synthetic voice by default — the audio button is simply absent. If you hear a robotic voice, this may come from a device setting (accessibility feature that reads text aloud).

Insufficient recording quality

If the audio quality seems poor (background noise, muffled sound): - The recording will be progressively improved by the native speaker - Report the problem specifying the language and card number

The app will not install

iOS (iPhone/iPad)

  • ✅ Use Safari exclusively (not Chrome, not Firefox on iOS)
  • ✅ iOS 14.0 minimum
  • ❌ If no "Add to Home Screen" button appears in the Share menu: update iOS

Android

  • ✅ Use Chrome (or a Chromium-based browser)
  • ✅ Android 6.0 minimum
  • ❌ If the banner does not appear: Menu (⋮) → "Add to home screen" or "Install app"

Computer (Windows/Mac)

  • ✅ Chrome, Edge, or Brave (install icon in the address bar)
  • ❌ Firefox: PWA installation is not supported on desktop Firefox
  • ❌ Safari on Mac (before macOS Sonoma): limited installation

Content does not work offline

Symptoms

  • Blank page or error in airplane mode
  • Cards not loading without a connection
  • Silent audio offline

Causes and solutions

Cause Solution
Download never completed Start the download while online
Download interrupted Restart the download
Cache cleared since the download Restart the download
Browsing in private mode Use the browser in normal mode
Service Worker not installed Visit the app once while online, then test offline

After reinstalling the browser or changing devices: you will need to restart the download from scratch.

The app is slow

Common causes

  • Too many tabs open in the browser
  • Old device with limited RAM
  • Browser cache overloaded

Solutions

  1. Close unnecessary tabs
  2. Close other apps running in the background
  3. Restart your device
  4. Clear the browser cache (⚠️ offline content will be lost, re-download required)
  5. Install the app: installed PWA apps are generally faster

White screen on startup

Symptoms

  • The URL loads but the screen remains white
  • No content appears

Solutions

  1. Wait 10–15 seconds: the Service Worker may be installing for the first time
  2. Refresh the page (F5 / Ctrl+R / ⌘+R)
  3. Force a full reload (Ctrl+Shift+R / ⌘+Shift+R)
  4. Clear the cache and reload

The unlocked language has disappeared

Cause

Your unlock is stored in your browser's localStorage. It can be lost if: - You cleared your browser data - You used a different browser or device - You uninstalled and reinstalled the app

Solution

Re-enter your access code from the home page. The code is reusable as many times as you like on any device.

Clearing the cache without losing the unlock

⚠️ Clearing the cache deletes both the audio cache AND the localStorage (unlocks). It is not possible to clear one without the other using standard browser tools.

To minimise the impact: 1. Note your access code before clearing the cache 2. After clearing, re-enter your code 3. Restart the download

Problem not listed here?

Use the contact form and describe: - Your device (iPhone 13, Samsung Galaxy S21, Windows PC…) - Your browser (Chrome 120, Safari 17…) - The language concerned - Exactly what happened and the error message if applicable

→ 👉 See also the FAQ