Answer: Ask the participant whether they are using the mobile app or accessing BigSpring on the web using their mobile device. If they are using the mobile app, ask them to delete the app and re-download it, and try again.
If the problem continues, please escalate to the L2 Support group by writing to
Answer: Ask the participant to check internet connection on the mobile device. This happens when the user is not getting good internet speed, wait for sometime to observe the issue and if the problem persists, please escalate to the L2 Support group by writing to
6. Unable to proceed ahead, getting error “ Page not found”
Answer: This happens when a content is not available in the default language and the user tries to view the content in the default language only. Ask the participant to change the language of the app and then view the content.
If the problem please escalate to the L2 Support group by writing to
Participant is unable to follow the video and would like to watch it again
Answer: They can play back the video any number of times, by going back and playing it again
2. How do I enable subtitles in a video?
Answer: Go to the video playing screen and tap on CC, if the subtitles exist for the video the same will show up.
3. How do I scrub forward in a video?
Answer: You cannot scrub forward as the intent is for you to watch the entire video to seek full learning from it.
4. Flashcard text is too small and they cannot see it properly
Answer: They can zoom into the text and they can also go back to a previous flashcard
5. Participant got a quiz question wrong and is unable to proceed to the next question
Answer: They should click on the Retry button below and attempt to answer again. They cannot proceed to the next question until they get the right answer
6. If a participant selects an incorrect answer for the quiz question, does it result in any negative marking?
Answer: The quiz questions are ways to make you practice and perfect your learning. Hence, none of the quiz questions carry any marking / scoring . If you select an incorrect option, you get an opportunity to try again , till you select the correct answer.