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Having trouble with Replay in your LMS? Here are the most common issues and how to fix them.

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”Platform not registered”

What it means: Your LMS tried to connect to Replay, but Replay doesn’t recognize it. How to fix:
  1. Go to Company Settings → LTI in Replay
  2. Check that your LMS is listed under Registered Platforms
  3. If it’s not there, you need to complete the setup — see Connecting Your LMS with LTI
  4. If it is there, verify the Issuer URL and Client ID match exactly what your LMS is sending
URLs must match exactly — including https:// vs http:// and trailing slashes. https://canvas.instructure.com and https://canvas.instructure.com/ are treated as different.

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”Session Expired”

What it means: Too much time passed between clicking the activity link and landing in Replay. How to fix:
  • Simply click the activity link again — a new session will be created
  • If this happens repeatedly, check your network connection
  • This can also happen if your browser blocks third-party cookies — try allowing cookies for your Replay domain

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”Authentication Failed”

What it means: Replay couldn’t verify the identity token from your LMS. How to fix:
  1. In Replay’s LTI settings, verify the JWKS URL for your platform is correct and accessible
  2. Try opening the JWKS URL in a browser — you should see a JSON response with a keys array
  3. If the JWKS URL changed (e.g., after an LMS update), update it in Replay’s platform registration
  4. If you recently rotated keys in your LMS, the old keys may still be cached — wait up to 24 hours for the cache to refresh

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”Invalid Activity Link”

What it means: The link doesn’t specify which Replay activity to open. How to fix:
  • This usually means the activity wasn’t set up through deep linking (the activity picker)
  • Remove the assignment from your LMS and re-add it using the Replay tool picker
  • See Adding Replay Activities to Your LMS Course for step-by-step instructions

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Students Can’t See Their Scores in the LMS

Possible causes:
  • Grades aren’t enabled: When setting up the LTI connection, make sure you enabled the grade services (AGS) in your LMS. In Canvas, this is under the Developer Key’s “LTI Advantage Services.”
  • Student didn’t complete the activity: Scores are only sent after the activity is fully completed
  • Score threshold not met: If the activity is configured to only send scores after a certain number of attempts, the student may need to try again

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Students See “Something went wrong”

How to fix:
  1. Have the student refresh the page
  2. If it persists, have them try opening the link in a new browser tab (not inside the LMS frame)
  3. Check that cookies are enabled for the Replay domain
  4. If using Safari, try Chrome or Firefox — Safari has stricter cookie policies for embedded content

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Still Having Trouble?

If none of the above fixes your issue:
  1. Check both sides — verify the URLs match in both Replay and your LMS
  2. Try a different browser — this helps rule out cookie/extension issues
  3. Contact support — reach out to your Replay account manager with:
    • Which LMS you’re using (and version)
    • The exact error message you see
    • Whether the issue affects all students or just some