DocsPlus Universal for Chromebook

For subscriptions purchased after November 2020.


How can I share my DocsPlus files?

You'd like to share your DocsPlus files between devices or send them to other people.

Error: "...problem connecting to our server" on Chromebook

When launching the app on your Chromebook, you receive this error message:
Unfortunately, there is a problem connecting to our server. Please check your Internet connection.

problem-connect-server

Resolution 

If your device can browse normal websites, something is blocking our apps from connecting to the internet.

Please forward this page to your IT Support.

Child Google Accounts     

Google lets families create limited Google accounts for children under 13:

https://support.google.com/families/answer/7103338

However, Google blocks third-party apps from interacting with these child Google accounts. If you try launching our apps while signed into one, you'll receive the error message above.

Unfortunately, it's impossible to work around this restriction. Other apps such as Zoom and Duolingo are similarly affected.

For IT Professionals

First, ensure our subscription server is accessible:

apps.cricksoft.com via HTTP (Port 80) and HTTPS (Port 443)

Google authentication

In our experience, the following URLs can be involved with the Google's authentication service. Ensure these are accessible via HTTP (Port 80) and HTTPS (Port 443):

  • oauthaccountmanager.googleapis.com
  • www.googleapis.com
  • clients4.google.com
  • accounts.google.com
  • accounts.google.co.uk
  • accounts.youtube.com
  • googleusercontent.com
  • gstatic.com

A note on youtube

Google's authentication service normally uses accounts.google.com but sometimes uses accounts.youtube.com instead. This can cause sporadic problems in schools that block YouTube.

On first launch, our apps ask permission to see the user's Google account address (to check their subscription status). Unfortunately, this issue can prevent Google's permissions window from displaying, causing our apps to show the error message above.

To see if accounts.youtube.com is being blocked, visit this Google test page on the affected Chromebook:

https://toolbox.googleapps.com/apps/browserinfo

It should be possible to allow accounts.youtube.com while still preventing access to YouTube.

google domain url blocking

The Google domain may be configured to block URLs for certain users (depending on policy):

https://support.google.com/chrome/a/answer/2657289#url_blocklist

To test this, connect the Chromebook to a different unfiltered Wi-Fi network (e.g. a 4G hotspot shared from a smartphone):

  • If the problem stops, it's probably related to a firewall / proxy server / web filter.
  • If the problem continues, it's probably related to the Google domain. Either URLs are being blocked (see above) or API Permissions need configuring (see below).

API PERMISSIONS

The Google domain may be configured to block API access. If so:

  1. Sign into the Google Admin console.
  2. Go to Security and click API Controls.
  3. Click Manage third-party app access.
  4. Click the relevant app in the list.
  5. Set the Access configuration to Trusted and click Save.

If the app you're troubleshooting isn't listed, click Configure new app to add it manually using its OAuth2 Client ID:

Clicker Writer:
983489597381-rgju3n45o4hgrku6h85iar7g580urnii.apps.googleusercontent.com

Clicker Writer - Web Store (before Nov 2021):
983489597381-ni1t95brjn4jncpg6nd77opla2ivktb9.apps.googleusercontent.com

DocsPlus Universal:
593464167746-a3905nlca2aam1m79oetvdjdvd09viah.apps.googleusercontent.com

Clicker Communicator:
516137742812-09gcim3kqrk2u3p9iojciqth23gvc1t9.apps.googleusercontent.com

Clicker Connect SymbolStix
713426715264-3af2vqam6d3ki4kus3pu4hkphgpqjkic.apps.googleusercontent.com

DocsPlus (before 2021):
929407767019-9v94tlkdpbcb7g45tmcuq1nsem0qviss.apps.googleusercontent.com


About this article
Published
October 2nd, 2020
Last revised
November 23rd, 2021
Applies to
  • Clicker Writer for Chromebook
  • DocsPlus Universal for Chromebook
Keywords
 
Product Name 
DocsPlus Universal for Chromebook
Search support
 
Get assistance

If you can't find a support article which solves your question or problem, please contact our friendly support team.

Contact Support