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Most SAM Studio issues can be resolved quickly with a few targeted steps. Use the sections below to find your issue and follow the solution. If you’ve worked through the steps and still need help, reach out to the SAM Labs support team at [email protected].
For urgent classroom support, email [email protected]. You can also visit samlabs.com for upcoming live office hours with the SAM Labs team.

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Bluetooth & Pairing Issues

If your block isn’t showing up during pairing, work through these steps in order:
1

Check that the block is charged and powered on

Press the button on the block. You should see an LED light. If the block doesn’t respond, charge it with the provided USB cable for at least 30 minutes before trying again.
2

Confirm Bluetooth is enabled on your device

Open your device’s system settings and make sure Bluetooth is turned on. On Chromebook, click the clock in the bottom-right corner to open Quick Settings and check the Bluetooth toggle.
3

Move closer to the block

Keep your device within 1–2 metres of the block during pairing. Walls, other devices, and interference from nearby Bluetooth devices can interrupt the connection.
4

Re-pair the block

In SAM Studio, click the Bluetooth icon and select Forget or Disconnect on the block, then pair it again from scratch.
Bluetooth pairing on Chromebook requires the SAM Labs Bluetooth helper Chrome extension.
1

Install the extension

Open the Chrome Web Store and search for SAM Labs Bluetooth Helper. Click Add to Chrome and confirm.
2

Restart Chrome and try pairing again

After installing the extension, close and reopen Chrome, then return to SAM Studio and attempt to pair your block.
3

Check with your IT administrator

On managed Chromebooks, Chrome extensions may need to be approved by your school’s IT administrator before they can be installed. Ask your IT team to allowlist the SAM Labs Bluetooth Helper extension.
Not all Chromebook models support Web Bluetooth. If the extension is installed and pairing still fails, check with your IT administrator or contact [email protected] with your Chromebook model number.
Each SAM block has its own unique Pairing ID printed on the back of the block. When pairing multiple blocks, check the Pairing ID shown in SAM Studio matches the ID on the physical block you intend to connect. Assigning each block a distinct name in the app can also help you keep track of which is which during a lesson.
If the block shows as connected but doesn’t do anything when you run your code, try these steps:
1

Check the block type in your code

Make sure the block type used in your program (for example, “Button” or “RGB LED”) matches the physical block you have connected. Using the wrong block type in code will cause it to silently ignore commands.
2

Disconnect and re-pair

Click the Bluetooth icon in SAM Studio, disconnect the block, and pair it again. This refreshes the connection and often resolves unresponsive behaviour.
3

Restart the block

Hold the button on the block for five seconds to restart it, then pair it again.

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Login & Account Issues

1

Check which email address you're using

SAM Studio supports login with Google and Microsoft accounts. Make sure you’re signing in with the same account your teacher or school administrator used to set up your profile. Students often have separate school email addresses from their personal ones.
2

Reset your password

On the SAM Studio login page, click Forgot password and enter your email address. Check your inbox — and your spam or junk folder — for the reset email.
3

Try a different browser

If the login page isn’t loading correctly, try opening SAM Studio in a fresh Chrome window or an incognito tab to rule out a cached session issue.
If your school uses Google Workspace or Microsoft 365 for login and SSO isn’t working, your IT administrator needs to verify that SAM Studio is enabled as an authorised application within your organisation’s identity settings.Ask your IT administrator to:
  • For Google Workspace: confirm SAM Studio is not blocked under Apps > Web and mobile apps.
  • For Microsoft 365: confirm SAM Studio is permitted under Enterprise Applications in Azure Active Directory.
Your IT administrator can contact [email protected] directly for setup guidance.
1

Check the classroom assignment

As the teacher, go to your SAM Studio dashboard, open the relevant classroom, and confirm the lesson has been assigned to that specific class — not a different one.
2

Ask the student to refresh the page

Newly assigned lessons can take a moment to appear. Have the student press Ctrl + Shift + R (or Cmd + Shift + R on Mac) to do a hard refresh of the page.
3

Confirm the student is in the right classroom

Make sure the student’s account is added to the correct classroom in your dashboard.

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Project & Saving Issues

SAM Script saves projects locally in your browser — your work is not automatically backed up to the cloud. If you closed the browser or tab without saving, the unsaved changes cannot be recovered.
Always save your SAM Script project frequently using Ctrl + S (or Cmd + S on Mac), and download a copy of your .samscript file at the end of each session so you have a backup.
Going forward, remind students to save after completing each meaningful change, and to download their project file before logging out or closing Chrome.
Files with the .samscript extension can only be opened in SAM Script. Open SAM Studio and navigate to the SAM Script editor, then drag the .samscript file into the editor, or use File > Open from within the editor.
SAM Space and SAM Blockly projects save automatically to the cloud whenever you’re logged in. If a project seems to be missing, try these steps:
1

Log out and log back in

Sign out of SAM Studio completely, then sign back in. This refreshes your account data and often makes missing projects reappear.
2

Check you're on the correct account

Make sure you’re logged in with the same account you used when you created the project. Students who have both a personal and school account sometimes save to the wrong one.
3

Contact support

If the project is still missing, email [email protected] with the project name, approximate date it was created, and the account email address.

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Browser & Compatibility Issues

1

Clear your browser cache

In Chrome, press Ctrl + Shift + Delete (or Cmd + Shift + Delete on Mac), select Cached images and files, and click Clear data. Then reload SAM Studio.
2

Switch to Chrome

If you’re using Firefox, Safari, or another browser, try switching to Google Chrome. Chrome provides the most complete SAM Studio experience and is the browser the platform is optimised for.
3

Disable browser extensions

Ad blockers and privacy extensions can sometimes interfere with SAM Studio. Try opening SAM Studio in a Chrome incognito window (where extensions are disabled by default) to see if an extension is the cause.
Bluetooth pairing requires Google Chrome on a desktop or laptop. It is not supported in Firefox or Safari due to those browsers not implementing the Web Bluetooth API.
If you’re on an iPad, use the SAM Space iOS app to pair your blocks via Bluetooth — you don’t need Chrome on iOS.
If you need to use Bluetooth pairing in the classroom and don’t have Chrome available, ask your IT administrator to install Chrome on the relevant devices.
Virtual blocks let you test your code without a physical SAM block connected. If they’re not showing up:
1

Confirm you're in SAM Script

Virtual blocks are only available in SAM Script, not in SAM Space or SAM Blockly. Make sure you’re working in the SAM Script editor.
2

Enable virtual blocks from the toolbar

In the SAM Script editor, look for the virtual blocks toggle in the toolbar (usually represented by a block icon with a dashed border). Click it to enable the virtual block panel.
3

Refresh the page

If the toolbar option is present but the panel still doesn’t appear, try a hard refresh with Ctrl + Shift + R (or Cmd + Shift + R on Mac).

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Getting More Help

If the steps above haven’t resolved your issue, the SAM Labs team is here to help.
  • Email support: [email protected]
  • Live office hours: Visit samlabs.com to see the upcoming schedule for live Q&A sessions with the SAM Labs team.
  • Replace a broken block: If a physical SAM block is damaged or faulty, email [email protected] with your block model and a description of the fault to start a replacement request.