Troubleshooting

Most issues teachers run into come down to permissions, approvals, or timing. Here are the common ones and what to do.

I don’t see an app I expected

• The app may not be in the catalog yet. Request it so an administrator can purchase licenses.
• The app may be hidden from the self-service form by your administrator.
• If role-based access is on, the app may not be available for your location.

What to do: if you believe the app should be available to you, contact your IT administrator.

I don’t see a device I expected

• With role-based access on, you only see devices for your assigned location(s).
• A device that was recently wiped and re-enrolled, or only just enrolled in Intune, may not have synced into MovoSuite yet (device lists refresh on a schedule).

What to do: ask your administrator to confirm the device’s location assignment and that it’s enrolled in Intune.

My deployment finished but the app isn’t on the iPad

• Allow up to ~20 minutes after the completion email; installs aren’t instant.
• The iPad must be powered on and online to receive the app.
• The device must have enough free storage.

What to do: confirm the device is on and connected, then wait and check again. If it still hasn’t arrived well after the completion email, contact your administrator.

My request is stuck “in progress”

• It may be waiting on an approval. Requests that need sign-off pause until the approver acts.
• Occasionally a request stalls for other reasons.

What to do: you can’t reprocess a request yourself. Contact your IT administrator — they can reprocess it from the Requests area. Reference the request ID from your email or the home-page list.

I was asked for a billing code / reason and don’t know what to enter

These fields are configured by your administrator and may be required at your school. Your administrator sets the placeholder text as a hint. If it’s unclear what to enter, ask them what value they expect.

I can’t sign in

• Use your school Microsoft account — the same one as Outlook/Teams.
• Complete any multi-factor prompt.
• If sign-in fails repeatedly, it’s an account/access matter for IT, not MovoSuite itself.

Still stuck? Your IT administrator can see far more detail about your account and requests than you can — reach out to them with the specifics.