Technical Support Page (Update)

Device / Network Support

My Quaver lessons don’t open when I click “Launch”. What can I do?

This is likely due to your device browser’s pop-up blocker settings. Quaver lessons launch in a new browser tab, which might not open if your pop-up blocker is enabled.

 

Turn off pop-up blocker settings in Chrome:

  • On your computer, open Chrome.
  • At the top right, click More. Settings.
  • Under “Privacy and security,” click Site settings.
  • Click Pop-ups and redirects.
  • At the top, turn the setting to Allowed or Blocked.

 

Turn off pop-up blocker settings in Safari:

  • Select Safari > Preferences, then select Websites.
  • Select Pop-up Windows.
  • Use the When visiting other websites drop-down menu and select Allow to disable the pop-up blocker.

 

Turn off pop-up blocker settings in Firefox:

  • Click Tools.
  • Select Options.
  • Click Privacy & Security located on the left side.
  • Select Block Pop-up Windows below the Permissions section. …
  • Click OK.
  • Exit and relaunch the browser.

Turn off pop-up blocker settings in Microsoft Edge:

  • Click the Settings and More button.
  • Click Settings.
  • Click Privacy & Security.
  • Scroll down to Security.

Click the Block Pop-ups switch to toggle it between Off and On.

My students’ Quaver assignments don’t open when they click LAUNCH. What can they do?

This is likely due to your device browser’s pop-up blocker settings. Quaver lessons launch in a new browser tab, which might not open if your pop-up blocker is enabled.

 

Turn off pop-up blocker settings in Chrome:

  • On your computer, open Chrome.
  • At the top right, click More. Settings.
  • Under “Privacy and security,” click Site settings.
  • Click Pop-ups and redirects.
  • At the top, turn the setting to Allowed or Blocked.

 

Turn off pop-up blocker settings in Safari:

  • Select Safari > Preferences, then select Websites.
  • Select Pop-up Windows.
  • Use the When visiting other websites drop-down menu and select Allow to disable the pop-up blocker.

 

Turn off pop-up blocker settings in Firefox:

  • Click Tools.
  • Select Options.
  • Click Privacy & Security located on the left side.
  • Select Block Pop-up Windows below the Permissions section.
  • Click OK.
  • Exit and relaunch the browser.

 

Turn off pop-up blocker settings in Microsoft Edge:

  • Click the Settings and More button.
  • Click Settings.
  • Click Privacy & Security.
  • Scroll down to Security.

Click the Block Pop-ups switch to toggle it between Off and On.

I’m having issues with images, videos, or my display.

At times you may encounter loading issues with certain activities/slides when using Quaver products. Clearing your browser cache/browsing history could potentially resolve these issues when you experience them. Please select the browser you utilize below to see instructions on how to complete this process. (NOTE: If these options are unavailable in your browser, your IT department may have restricted these settings and would need to clear the cache/browsing history for you.)

Troubleshooting alternatives

If clearing the cache/browsing history did not resolve the issue, you may wish to consider using a private browsing window in your preferred browser as a temporary solution:

Teacher Account Support

Can a substitute teacher use Quaver while I’m out?

There are two methods to provide Quaver access to your substitute teacher:

  1.  You can change your password and provide the substitute teacher with your login information. Visit this page to reset your password and provide the account credentials to your substitute. Upon your return, reset your password.
  2.  Create a Student Account and use Quaver’s Assignments tools to allow access to your desired lessons.

 

Will my custom lessons and assignments stay in my account from year to year?

All custom content will remain in your Quaver account from school year to school year. As long as you do not delete your custom items, they will be there in your Resource Manager!

We encourage teachers to devise a Resource Folder structure and label system that organizes older materials and sets things up for the coming year. Check out our QuaverPD videos for advice on organizing folders in the Resource Manager.

Many teachers organize and label their folders by grade level, grading period, unit topic, month, season, etc. Folders can be clicked, dragged, and dropped as you wish.

 

What are QuaverNotes? Where can I see my account’s QuaverNote balance?

Each QuaverMusic account (for students and teachers) has a unique Avatar character that can be customized with clothing, instruments, and other features. QuaverNotes are the virtual currency that user accounts may accrue and spend to customize their Avatar.

To view your account’s QuaverNotes balance, follow these steps:

  • Login and navigate to Quaver Street.
  • Click your Avatar character.
  • Peruse the clothing, accessories, and other custom feature options.
  • Select an item for purchase, and your QuaverNotes balance will appear at checkout!

At this time, Avatars and QuaverNotes are available only to QuaverMusic teacher accounts, QuaverMusic student accounts, and QuaverSEL student accounts.

 

Can I share custom lessons and assignments with district colleagues?

To share lessons with district colleagues:

  • In Resource Manager, right-click the lesson you’d like to share and select “Share Lesson”. Alternatively, you can select the lesson, then click Menu > Share Lesson.

To find shared content:

  • Teachers on your district license can use the search bar in Resource Manager to find content by your name or the lesson/assignment title.

  • They can also browse all shared resources from the Resource Sets > Custom Resources (left panel).

To use shared content:

  • Teachers can drag and drop shared lessons/assignments into their own folder structure, creating a copy they can further customize and use.

If shared lessons do not appear:

  • Verify that you and/or your district colleagues have followed the correct steps to share a custom lesson or assignment.

If shared materials still do not appear:

 

How do I know when my current Quaver license expires?

Log in to the Teacher Dashboard, open the Help menu, and select Preferences to see all your relevant Account Info.

For renewal quote information, please reach out to your Quaver Director of Sales. Visit this page to Find Your Quaver Rep.

 

How do I reset my password?

Visit this page to reset your password. Enter your username. If an email address was specified upon account creation, a password reset email will be sent.

 

Student Account Support

I’ve given my student an Assignment, but their Assignments icon is grayed out (inactive). What should I do?

If you are able to confirm that an active Assignment has been given to a Quaver Class, an inactive Assignments icon would indicate that the student is not logging into the correct account.

The first step would be to confirm that your student is enrolled in the correct Quaver Class. Verify that they are listed in Student Admin > Student Accounts.

The second step would be to double check that the student is logging in to the correct QuaverName account (or SSO account) with the correct password. 

If the student logs in through SSO and is unable to view Assignments you gave their Class, please reach out to your school district IT team to ensure they have correctly linked the student’s Quaver and SSO accounts.

Where can students see their QuaverNote balance?

Each QuaverMusic account (for students *and* teachers) has a unique Avatar character that can be customized with clothing, instruments, and other features. QuaverNotes are the virtual currency that user accounts may accrue and spend to customize their Avatar.

 A student may view their account’s QuaverNote balance, by following these steps:

  • Login and navigate to the Student Dashboard
  • Click the Avatar character
  • Peruse the clothing, instruments, and other custom feature options
  • Select an item for purchase, and your QuaverNote balance will appear at checkout!

At this time, it is not possible for a user account (teacher or student) to view the QuaverNote balance of another user account (teacher or student).

Avatars and QuaverNotes are only available to QuaverMusic teacher accounts, QuaverMusic student accounts, and QuaverSEL student accounts.

How do I reset my student's password?

There are two methods to reset the password for your student’s account.

  1. You or your student may visit the Password Reset Page and enter the Student Account QuaverName. If an email address was specified upon account creation, a password reset email will be sent with next steps for secure password reset. The password set here will be the permanent account password moving forward.

A Quaver teacher may visit Student Admin > Student Accounts > right-click a student > click Edit Student to see a purple button to Reset Student Password. The password set here will be a temporary account password. Immediately upon the next login, the student will be prompted to create a new, permanent account password.