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My students use the external tool, but one student has been getting an error message for over a week. Everyone else is fine. Any ideas why?

Question asked by Christina Axtell on Oct 24, 2018
Latest reply on Oct 25, 2018 by Michael Zimmerman

We've been trying to submit his essay for over a week. We've tried logging out and back in, but nothing works. Any ideas as to what the problem might be would be greatly appreciated.