Try This First

Something not working? Most issues we hear about are solved by one of the quick checks on this page — each takes under a minute. Work through them in order, and if the problem survives all of them, you'll have narrowed down the cause for us.

Check the Status Page

Visit status.prodigyems.com. If there's an active incident, the problem is on our end and already being worked on — no need to troubleshoot anything. The status page updates as we make progress.

Do a Hard Refresh

Your browser may be holding on to an outdated copy of the page. Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to reload the page while skipping the cache.

Log Out and Back In

Click your profile and log out, then log back in. This refreshes your session, which fixes problems like pages that load halfway or actions that silently fail after the browser has been open a long time.

Try an Incognito or Private Window

Open a private window with Ctrl+Shift+N (Chrome or Edge on Windows), Cmd+Shift+N (Chrome or Edge on Mac), or Ctrl+Shift+P / Cmd+Shift+P (Firefox), and log in to Prodigy there.

If everything works in the private window, the culprit is almost always a browser extension (ad blockers and privacy tools are frequent offenders) or stale site data. Try disabling extensions for the Prodigy site, or clear the site's data: in Chrome, click the icon to the left of the address bar, choose Site settings, and click Delete data.

Try a Different Browser

If you're not already using them, try Google Chrome or Microsoft Edge. If the problem only happens in one browser, note that — it's a useful clue for our team.

Try a Different Network

If you're on a department or station network, try the same thing from a phone hotspot or your home connection. If it works away from the station, a firewall or content filter on that network is likely blocking something Prodigy needs — send your IT department our URL Allow List, and point them to Network Requirements for IT for how to allow Prodigy properly.

Still Stuck?

You've ruled out the easy stuff. Three ways to go from here:

If it's specifically a login, password, or account problem, see Trouble Logging In?.
Follow the Network Troubleshooting Guide to capture diagnostics our team can analyze.
Contact us at Support@prodigyems.com or through the chat icon on the Prodigy page. Mention which of the checks above you already tried — it saves a round trip.