Troubleshooting Guide

Trouble Logging in

The username and password fields are case sensitive.  Make sure that you don't have caps lock on and that your keyboard is in the correct language.


How to fix Safari issues on laptop, iPhone and iPad?

Having issues logging on or completing an assignment? This short guide should help you continue on with your studies.  We also recommend using Google Chrome as your web browser.


Safari on desktop/laptop

Step 1.

Open Safari on the quiz that is not working. Go to Safari settings and click on preferences.


Step 2.

Under Privacy tag >> Block cookies, you can see three options "From third party and advertisers", "Always" and "Never". Make sure Block cookies is set to "Never".


Safari on iPad/iPhone

Step 1.

Open iPad settings and select Safari. Do the same for iPhones.

Step 2.

In Privacy >> Accept Cookies, you can see three options "From visited", "Always" and Never? Make sure Accept Cookies is set to "Always".

Restricted access after clicking on a video
If you are using Internet Explorer 8 or early versions of Firefox, our video attachments are not supported. You can either upgrade your browser or download and install any other modern browser (Internet Explorer 10, Firefox, Chrome, Safari).
Here are some links to check out:
Internet Explorer

Video display issues
Are you able to hear the audio of a video, but can't see it due to one of the following problems?

There may be issues with a feature in Adobe Flash Player called "hardware acceleration." Hardware acceleration usually delivers a better video playing experience, but sometimes causes the problems listed above.

Here's how to disable hardware Acceleration:

  1. Right-click on the on the video you're having issues with
  2. Click Settings
  3. Uncheck Enable hardware acceleration
  4. Click Close
  5. Refresh the page and check whether the video is working

Video doesn't play continuously
If a video doesn't play continuously (it stops and starts while you're watching), or stops early, try these troubleshooting steps:

No sound on videos
If you don't hear sound when playing a video, try these troubleshooting steps:

If you still have no sound after completing the steps above, these additional tips may help:

Need to talk with someone?
If you are experiencing technical difficulties contact us at email/studentsupport)(


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