Section 1: Browser & Video Playback Issues

Who This Applies To

Minimum Requirements

1. Google Chrome (preferred)  

1. Mozilla Firefox (preferred)

1. Other modern browsers may work, but are not officially supported

Recommended Internet Speed

100 Mbps or higher for smooth, uninterrupted playback

Lower speeds may cause buffering or failure to load

Streaming on YouTube or Netflix does not guarantee your connection is fast enough for this platform. Our video content may have different bandwidth requirements to standard streaming services.

Troubleshooting Steps

1. Open the platform in Google Chrome or Firefox.
2. If the issue only occurs in one browser, try switching browsers — this alone resolves many playback issues.
3.   Ensure your browser is fully updated to the latest version.

1.    In Chrome: Settings → Privacy and Security → Clear Browsing Data → select Cached Images and Files → Clear Data.
2. In Firefox: Settings → Privacy & Security → Cookies and Site Data → Clear Data.
3. Reload the platform and test video playback.

1. Close unnecessary browser tabs, background apps, and programs.
2. Restart your computer to free up memory (RAM).   
3. Ensure your operating system is up to date.

1. Visit other video websites (e.g., YouTube) to check if your connection is consistently slow.
2. Check that no large downloads or uploads are running on your network simultaneously.
3. If possible, connect to a different Wi-Fi network or use a wired (ethernet) connection.
4. Restart your router and modem.

1. Test on a second device (another laptop, desktop, or tablet) to determine whether the issue is hardware-specific.
2. If videos play normally on another device, the problem is likely with the original device's hardware or configuration.

1. The platform occasionally undergoes scheduled maintenance or updates, which may temporarily affect performance.
2. Wait 30–60 minutes and try again, or return the following day.
3. If there is an ongoing outage, our team will communicate updates via email.

Verification: How to Confirm the Issue Is Resolved    

1. Video plays without buffering or error messages.
   
2. You can navigate between course modules without the page freezing or reloading unexpectedly.
3. Progress is being saved correctly (the platform records where you left off).
   

Section 2: Brightspace Pulse Mobile App Issues

Who This Applies To

Students using the Brightspace Pulse app on a smartphone or tablet (iOS or Android) who are experiencing login failures, loading errors, or unexpected app behaviour.

Troubleshooting Steps

Step 1 – Update the App   

1. Open the App Store (iOS) or Google Play Store (Android).

1. Search for Brightspace Pulse and check if an update is available.

1. Install the latest version, then relaunch the app.

TIP  Many login and loading issues are resolved by simply updating to the latest app version. Always try this first.

Step 2 – Restart the App     

1. Fully close the Brightspace Pulse app (swipe it away from your recent apps).
2. Reopen the app and attempt to log in again.

Step 3 – Verify Your Login Credentials   

1. Confirm you are using the correct email address registered with Polestar.
2. If you recently changed your password, ensure you are entering the updated credentials.
3. Use the Forgot Password option if you are unsure of your current password.

Step 4 – Clear App Cache and Data   

1. On Android: Go to Settings → Apps → Brightspace Pulse → Storage → Clear Cache (and optionally Clear Data).
2. On iOS: Offload the app via Settings → General → iPhone Storage → Brightspace Pulse → Offload App.
3. Reopen and log in again.

⚠️ NOTE  Clearing data will log you out of the app. You will need to log back in with your credentials. 

Step 5 – Reinstall the App  

1. Uninstall Brightspace Pulse from your device.
2. Reinstall the latest version from the App Store or Google Play.
3. Log in using your Polestar credentials.

Step 6 – Check Your Network Connection

1. Ensure your device has a stable Wi-Fi or mobile data connection.
2. Try switching between Wi-Fi and mobile data to rule out a network-specific issue.   
3. Restart your router if using Wi-Fi.

Step 7 – Review Error Messages

If you receive a specific error code or message when logging in or using the app, note down the exact wording. This information will significantly speed up the support process if escalation is needed.

Verification: How to Confirm the Issue Is Resolved

1. You can log in successfully and access your enrolled courses.
2. Course content, notifications, and calendar items load without error.
3. Push notifications are functioning as expected.
   

📱 ALTERNATIVE: USE MOBILE WEB BROWSER  If the Brightspace Pulse app continues to experience issues after completing the steps above,
you can access all course content directly through your mobile browser (Chrome or Safari) by visiting the Polestar Online Platform URL.
The mobile web experience provides full access to your courses without requiring the app.

Still Having Issues? Contact Support

1. A description of the issue and when it started

1. The device and operating system you are using (e.g., MacBook, Windows 11, iPhone 15)

1. The browser name and version (for browser issues)

1. Any error messages or codes you have received (screenshot/screen record if possible)

1. The troubleshooting steps you have already tried

Frequently Asked Questions