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
Chrome
Firefox
Safari
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?
- Video player is black, white or green
- Colours are splotchy
- A green line is splitting the player in two
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:
- Right-click on the on the video you're having issues with
- Click Settings
- Uncheck Enable hardware acceleration
- Click Close
- 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:
- Check your internet connection. You'll need a broadband connection with at least 1Mbps for the best viewing experience.
- If the video still doesn't load, clear your browser's cache and cookies and try viewing the video again.
No sound on videos
If you don't hear sound when playing a video, try these troubleshooting steps:
- Adjust the volume on your computer and speakers.
- Adjust the volume control located in the lower left corner of the video player.
- Restart your browser.
- Try turning up the volume for other video players (like QuickTime, Real Player, or Windows Media player).
If you still have no sound after completing the steps above, these additional tips may help:
- Update your Flash Player to the latest version.
- Allow third-party Flash content on your computer. Learn more by visiting Adobe's help page.
- Check any Antivirus and Firewall software to see if its blocking third-party Flash content.
Need to talk with someone?
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