Troubleshooting MyCE
We know that occasionally technology does not behave how we would like.
In the event that you encounter an issue with MyCE, we have found that the following checklist helps to resolve the most common issues.
Quick checks
We regularly update with new features and it is important that you keep your app updated. To check which version you are using, go to your mobile device app store, search for MyCE and tap ‘Update’ if required.
MyCE requires an internet browser (Safari, Chrome, Edge or Firefox) to be installed on your device. Without a browser we can’t get you signed in and using MyCE.
MyCE requires internet access to operate successfully. Make sure that your mobile device is connected to either mobile data or wifi. To check and confirm this is working, go to your device settings and ensure that you have mobile data enabled.
To ensure that MyCE functions as expected and to ensure ongoing compatibility, security and the best possible performance, we recommend that you have completed any software updates on your phone.
Mobile devices are like computers, sometimes they need a restart to ensure that their performance is maintained. Power down and restart your device.
Please make sure you have selected Cairns before you log in. If Cairns is not selected, you could experience a problem with trying to log in. If this happens, please complete a hard close on the app and try again.
Sometimes data from a previous session can be held in app. This means that performance can slow down. To complete a hard close, you can complete the following:
- On an iPhone:
Open the App Switcher – Swiping up from the bottom of your screen and pause slightly in the middle.
Find the app: Swipe left or right to find MyCE
Close it: Swipe up quickly on the app’s preview window to force it closed - On an Android Phone:
Tap the Recent Apps icon the left hand side of the screen ‘III’
Find the app: swipe left or right to find MyCE
Close it: Swipe up quickly to force it closed
Completing a hard close on MyCE will clear the cache on the app for you.
Password managers sometimes save old passwords that no longer work. You may need to update your password in your devices built in password manager such as Apple Passwords or Google Password Manager. You can complete the following:
- On an iPhone:
Open the Settings App > Scroll down and tap Apps, then select Passwords.
Tap All or search for MyCE.
Tap Edit in the top right corner, tap on the password field to type in your new password and hit Save. - On an Android Phone:
Open Settings on your Android device.
Scroll down and tap Google > All Services > Autofill, then choose your Google Password Manager.
Find the MyCE Login details and tap on it > Authenticate to unlock > Tap edit, update your password and select Save.
Important Note: Manually changing the password in your phone’s settings only updates your autofill information. It does not update your login password.
If you have completed multiple password resets in a short space of time, it is likely that our identity system will have stopped login as a security precaution. If this happens, please contact your school and request a manual password reset.
If you are still encountering an issue, please reach out to your school for support or alternatively the MyCE user guides may assist.