Common Issues & Troubleshooting

Common Issues


Student names have disappeared

To preserve student privacy, student names are stored only on your computer. They are never sent across the internet or stored on Google's servers.

Consequently, student names added using the "Add Name" feature on a class’s People page are tied to the computer and browser you enter them on. If you sign in on a different computer or use a different browser, the names will not appear. Additionally, if your IT department has installed management software on your computer that periodically resets or restores it, names may be lost.

If you create student accounts in a batch, you will receive a download of your class roster. You can track your students’ names there or you can create your own spreadsheet to track CS First accounts, including student names, usernames, and passwords.

You can also download and print a blank class roster and add student names there for a more permanent solution. To do so, visit, click on your activity, and toggle to the Materials tab.

Google Classroom roster won’t import 

Certain types of Google accounts cannot be imported from Google Classroom to CS First. If you have imported your roster from Google Classroom and some or all of your students are not importing, this is likely because those students have accounts that cannot be imported into CS First.

For issues with your Google Classroom roster, try one of the following:

  1. Have the owner of the missing account(s) contact us here. The owner is most likely the student's parent or guardian.  After they fill out the form, CS First will follow up with details on the issue.

  2. Have your students access our curriculum and lessons without signing in. 

If your organization creates accounts for students using G Suite for Education, students should be able to log in and access CS First, though it is not guaranteed. This longer-term solution may require more communication and planning with your school administration and IT departments. Learn more about G Suite for Education and its accounts for school domains here.


CS First account troubleshooting

If you are a CS First teacher and having trouble accessing your CS First account, it's possible that you may have been automatically logged in to the CS First website with a different email account. Try completely signing out of the CS First website, opening a new browser or window, and signing in again - ensuring you are using the account you signed up with. 

CS First website troubleshooting

If you or your students are experiencing issues with the CS First website or videos, please complete the following steps before contacting CS First.

  • Try a new browser (Chrome, Firefox, etc.) and check if the issue still exists.

  • If the issue still exists, ensure you are running the latest version of your browser and install any necessary updates and try again. See Supported Browser article for more information.

  • If the issue still exists, you may need to adjust your firewall requirements. Your school's IT person may be able to help with this.

  • If the issue still exists, try restarting your computer and try again.

  • If the issue still exists, contact your IT department to see if they can assist.

If none of the steps above resolve your issue, you can contact CS First.

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Clear search
Close search
Google apps
Main menu
Search Help Center