Troubleshooting Tips

Here you can find tips for troubleshooting technical issues and learn more about the minimum system requirements to run the platform. For questions about how to log in, find your login information, and other login issues, please visit our password reset page.

Troubleshooting Potential Problems

You may be able to fix issues such as blank screens, stuttering audio, loading issues, missing screen elements, system slowness, and any similar ‘tech’ seeming issues on your own. To troubleshoot issues follow the steps below:

Clear Browser Cache and Cookies: Many of the potential problems listed above can be caused by outdated or corrupt temporary files in your browser, called cache and cookie files. There are two ways to clear out these files:

Option A: Keyboard shortcut for Internet Explorer

  1. Press F12
  2. Go to Cache dropdown
  3. Select Clear Browser cache
  4. Restart your computer

Option B: Through Options, Tools, or Control Panel Menu

Reinstall Adobe Flash Player: Many of the potential problems listed above can be caused by flash player issues on the computer(s) being used. Please uninstall and reinstall flash.

Note: Always refresh the browser page where you see errors. To refresh your PC press F5, for Mac press Command + R.

Bandwidth Considerations

Many of the potential problems listed above can be caused by low or congested bandwidth, especially when students access or load the lessons. Bandwidth usage is highest when students login and when lessons are loading. Staggering these activities (i.e., only 5-10 students at a time) may clear up lagging issues.

It is possible that your bandwidth strength is preventing the servers from communicating with your computer labs properly. Speak to the IT professionals at your school for further assistance in determining this.

Pop-up Blockers

Ensure that there is nothing blocking pop-up windows from Follow the instructions from the websites listed below.

Note: If you have third party software that has a pop-up blocker, this will need to be disabled as well.

School or District Firewall and Filter Settings

Ensure all the domains listed below are unblocked by your filtering and firewall software and added to the white list before accessing the website. Please note that does not use a list of static IP ranges.

The website uses domains instead:


Note: Port 443 must be unblocked for (or for all traffic) within your school’s firewall.

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Frequently Asked Questions - Support

Frequently Asked Questions

Here are some frequently asked questions about using the platform. If you have additional questions or need support, please contact us at