--- title: Why isn't my Spark loading? description: Spark stuck, or Unlock Spark not responding? This is usually your school's network, and your IT team can fix it with one quick change. --- [Skip to content](https://help.wellioeducation.com/why-isnt-my-spark-loading#main-content) English Show submenu for translations [![Untitled design](https://help.wellioeducation.com/hubfs/Untitled%20design.svg)](https://www.wellioeducation.com) Open main navigation Close main navigation - English Show submenu for translations - [Sign In](https://app.wellioeducation.com/) [Sign In](https://app.wellioeducation.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.wellioeducation.com/?hsLang=en) 2. [Troubleshooting & Help](https://help.wellioeducation.com/troubleshooting-help?hsLang=en) # Why isn't my Spark loading? ## Spark stuck, or Unlock Spark not responding? Don't worry - this is usually your school's network, and your IT team can fix it with one quick change. Sparks update live on everyone's screen, using a connection that some school networks block. This article is for **teachers** and **school IT teams**. ### How do I know this is the problem? You might notice one or more of these: - You click ***Unlock Spark*** and nothing happens, or the Spark stays locked on your students' devices. - Students see **"You're in!"** and **"Your teacher will start the spark shortly..."**, but nothing changes after you click ***Start Quiz***. - Students have clicked ***Join Spark***, but they don't appear on your screen. - Other questions you unlock only appear for students after they refresh the page. ### What should I do in class? Refreshing the page will show that a Spark or question has been unlocked, but it won't get a Spark running. The quiz needs the live connection to move between questions, so it's best to skip the Spark for now and carry on with your lesson. Then send your IT team the steps below. If you have a personal hotspot you're allowed to use, you can also try Wellio on it. If the Spark works there, that points to your school's network. ### How to fix it (For IT Teams) Wellio uses a WebSocket connection to update Sparks and unlock questions live. Your web filter or firewall may allow the Wellio website but still block this connection. 1. Allow this address in your web filter and firewall, for both staff and students:`wss://app.wellioeducation.com/cable` 2. Open a Wellio lesson in your browser on the school network. 3. Open your browser's developer tools, then go to ***Network*** and filter by ***WS***. 4. Refresh the page and find the `cable` connection. A status of `101` means it's working. Allowing this address doesn't give Wellio any access to your school's network. Some schools have their filtering managed by their Department or an external provider, so you may need to pass this request on to them. ### Related articles - [Interactive components of Wellio lessons](https://help.wellioeducation.com/interactive-questions-in-wellio?hsLang=en) - [Whitelisting](https://help.wellioeducation.com/whitelisting?hsLang=en) Still having trouble with Sparks after unblocking this address? 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