Fix an error

Tap the error you see to get the fix, or search for it.

• Frequently needed help

  No voice

  I can see Annie but can't hear her

  Annie shows up in Minecraft but you can't hear her voice at all.
• Normal end

  Connection Lost

  This appears when the class time is up. It's not an error; the class has simply ended.
• Account

  Which account do I log in with?

  Use the parent account that has the subscription. There are no separate child accounts.
• Version mismatch

  Incompatible client

  The computer version of Minecraft doesn't match the class server.
• Error 23

  Account or subscription not found

  You're logged in with an account that doesn't have a subscription.

• Other errors

  Guardian

  Guardian · Microsoft authentication required
• Java missing

  This account does not own Minecraft / No valid Java Minecraft profile
• Cannot connect

  Subscription / login page will not open
• Timeout

  Operation timed out
• Black screen

  Minecraft shows a black screen after starting a class

  The Minecraft window opens on the computer, but it stays black. This can happen when the game files didn't finish downloading on the first launch, or on a Mac after the official Minecraft that was installed before was deleted.

  1. First time? Please wait: on the first launch, the game files download first, so Minecraft can take a few minutes to appear. Keep the Aleph Kids app open while it loads.
  
  2. Quit everything and start again: if the screen stays black for more than 1–2 minutes, fully quit Minecraft and the Aleph Kids app (on a Mac, press ⌘+Q). Close other programs too, then open only the Aleph Kids app and tap Start class. Files that were half downloaded continue from where they stopped.
  
  3. Deleted the official Minecraft on a Mac? Reinstall the official Minecraft (Java Edition) from minecraft.net, run it once until the game's main screen, then quit it. Then start the class again in the Aleph Kids app. You only need to do this once.
  
  4. Still black? Contact support. Tell us when the class was, and the class code if you have it, so we can check faster.

  Still stuck? Ask us on Channel Talk
• No session

  No active class right now
• Robotic voice

  I hear a robotic voice with odd English pronunciation, not Annie