Fixing common Madrasati problems
The most common Madrasati issues — student Microsoft login, parent Noor login, Teams, uploads — and how to fix each one.
Most Madrasati issues fall into three categories: the wrong login method was used, a Microsoft Teams or browser permission is blocking something, or a file upload limit was hit. This guide covers the most-reported problems from students, parents, and teachers.
Step-by-step
- 01
Students / teachers: can't log in
Make sure you're choosing 'Educational staff and students' (الكادر التعليمي والطلاب) from the dropdown — not the parent option. Use the @moe.gov.sa email the school issued you (e.g. username@district.moe.gov.sa). Click 'Forgot my password' for an SMS reset to your Noor-registered phone, or ask the school IT office to reset the account.
- 02
Parents: can't log in
Parents must choose 'Parents and Administrators' (ولي الأمر والإداريين — الدخول بحساب نور) from the dropdown — this opens the Noor login, NOT the Microsoft sign-in. Use your Noor username and password. If Noor credentials aren't working, try resetting them on the Noor portal or contact your child's school.
- 03
The page doesn't load
Try Chrome or Edge. Clear your browser cache (Ctrl+Shift+Delete / Cmd+Shift+Delete on Mac). Disable any VPN — Madrasati is geo-restricted to Saudi Arabia and foreign VPNs block access. If the site is completely down, check @MOE_GOV_SA on X (Twitter) for maintenance notices.
- 04
Virtual class (Microsoft Teams) doesn't open
Install the Microsoft Teams desktop app from teams.microsoft.com/downloads, or the Teams mobile app. The app is more reliable than browser Teams for live classes. Make sure Teams is signed in with your @moe.gov.sa account, not a personal Microsoft account.
- 05
No audio or video in class
Check that the browser or Teams app has permission to access your camera and microphone. On Chrome, click the lock icon in the address bar → Site settings → permissions. On the Teams app, check device settings. Switching from browser Teams to the desktop app usually fixes audio problems.
- 06
Assignment or file won't upload
The file may be too large or in an unsupported format. Convert documents to PDF, compress large images, or split a long submission into two parts. If the problem persists, try a different browser.
Useful tips
- The Awn (عون) support line at 19996 covers Madrasati issues — the same helpline as Noor.
- Keep the Madrasati app and Microsoft Teams app updated — most reliability fixes arrive in app updates.
- For Teams audio/video issues, Microsoft's standard Teams help applies — search 'Microsoft Teams microphone not working' for your specific device.
Common questions
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