Troubleshooting

Where’s the close button?

Why does my lesson show up as incomplete?

Why is my progress not being saved?

Here is what you will need to do to resolve these issues.

  • Switch to a different browser. First try Mozilla Firefox. This is the best one to use if you are using an Android or a tablet. If that doesn't work, switch to Google Chrome.
  • Here’s a video on how to download the free Mozilla Firefox web browser for Android: Video
  • If you have an Apple product, the Safari browser may or may not work with our training. If it doesn’t work use the Mozilla Firefox browser instead. If you are still having issues switch to Google Chrome.
  • Here’s a video on how to download the free Mozilla Firefox web browser for iPhone: Video

Do not use the Internet Explorer browser.

What if my progress is still not being saved and/or I can't find the ‘Close’ button while on the lesson/chapter?

This is a technical error caused by how you hold your phone when you launch the lesson or click on the green play button.

To fix this problem, first close out of the lesson itself. To do this you will want to click on the button at the top of your screen that lets you view all tabs. Here you will see a tab labeled either "Untitled," or "EZ Untitled," close this tab. Next, you will need to turn your phone sideways (as shown on the left below). Once the phone has been turned on its side, launch the lesson by clicking on the green play button.

  • Here’s a short video on how to find the ‘Close’ button for iPhone: Video
  • Here’s a short video on how to find the ‘Close’ button for Android: Video

Where's the 'Close' button? I don't see it on my device.

Depending on what mobile device you have, the 'close' button likes to hide. Here's how to find it. Launch your lesson with your phone turned horizontally.

  • Here’s a short video on how to find the ‘Close’ button for iPhone: Video
  • Here’s a short video on how to find the ‘Close’ button for Android: Video

Next, hold your finger down on the screen and start dragging the screen to look for the 'close' button in the upper right hand corner. Once you see it, click on it to 'close'. Still can't see it? Call us: 1-800-397-1898.

Why can't I launch my lesson/chapter? I click on the green play button but nothing happens.

  • If your lesson will not load, then you probably need to disable the pop-up blocker.
  • How to disable pop-up blocker for iPhones:
  • If you are using Mozilla Firefox as your browser on your iPhone: To allow pop-ups on Firefox for iOS, tap the button in the top right corner. It should have a number in it (most likely a "1"). That will bring up a display of your open tabs. Then click on the gear icon in the top left corner. That will bring up the settings screen. From there, just tap on the switch beside "Block Pop-up Windows".

  • Here’s a short video on how to disable the pop-up blockers on Mozilla Firefox for iPhone: Video

  • If you are using Safari as your browser on your iPhone: Open up the settings app for your phone. Next, scroll down till you see the Safari icon. Click it. Scroll down again until you see the bar labeled, “Block Pop-ups,” and press the sliding button so that it is no longer green.

  • Here’s a short video on how to disable the pop-up blockers on Safari for iPhone: Video

  • How to disable pop-up blocker for Android Phones:
  • If you are using Chrome as your browser for your Android: Open up Chrome, and then hit the three dots menu icon in the top right-hand corner. Scroll down to 'Settings' and select it. Scroll down to, and select, 'Site Settings', and then 'Pop-ups'. Click that option.

  • Here’s a short video on how to disable pop-up blockers on Google Chrome for Android: Video

  • If you are using Mozilla Firefox as your browser for Android: There are no Pop-up Blocker options in Firefox for Android.

How do I change browsers?

Downloading a browser is super easy and free. First, you will need to go into the Play Store for Android or the App Store for iPhone. Once there, click on the search bar and type in “Free Mozilla Firefox browser” or “Free Google Chrome browser,” depending on what kind of phone you have. Both apps are free. After you search and find the browser you want to download, click “Install”. Wait for the app to finish downloading (this takes about 10 seconds.) When the app is done, click open and then launch the website, login as a returning student and then launch your lesson by clicking on the green play button.

  • Here’s a video on how to download the free Mozilla Firefox web browser for Android: Video
  • Here’s a video on how to download the free Mozilla Firefox web browser for iPhone: Video

Why don’t I have sound?

You have to switch browsers. First try Mozilla Firefox, if that doesn’t work try Google Chrome. If this still does not work and you have an Apple/iPhone product, you may try Safari.

How to switch browsers: Downloading a browser is super easy and free. First, you will need to go into the Play Store for Android or the App Store for iPhone. Once there, click on the search bar and type in “Free Mozilla Firefox browser” or “Free Google Chrome browser,” depending on what kind of phone you have. Both apps are free. After you search and find the browser you want to download, click “Install”.Wait for the app to finish downloading (this takes about 10 seconds.) When the app is done, click open and then launch the website, login as a returning student and then launch your lesson by clicking on the green play button.

  • Here’s a video on how to download the free Mozilla Firefox web browser for Android: Video
  • Here’s a video on how to download the free Mozilla Firefox web browser for iPhone: Video

Why lessons won’t load on desktop/laptop with Internet Explorer

First you need to open up Internet Explorer and click on the gear icon in the top right hand corner. Then click on the ‘Internet Options’ tab. A new window should pop up and at the top of the new window you should see multiple tabs. Click on the ‘Privacy’ tab. Here you should see an option that says ‘Turn on Pop-up Blocker.’ Make sure the box is unchecked next to this option. Now your lessons should load and you should be able to start or continue your courses.

  • Here is a short video on how to find the ‘Close’ button for laptops and desktops: Video

I watched and completed the video, but why is it not letting me move on?

While watching videos, you must wait till the video tab tells you it is done. If you hit the close tab before the last second of the video has played out, it will not be marked 'complete'. If it still doesn’t show completed and you have watched every last second, call us. 1-800-397-1898.

Where is this section’s password? Why can’t I find it? Is it in there, or is this a trick of some kind?

Most chapters require you to enter in a password in lower-case letters at the end in order for you to advance to the next section.

The audio instructor will always say the password twice and spell it once. It is also visible in the text as well. Note: Not all sections have passwords that need to be filled in, but those that do will always provide the password.

How do I print my certificate?

Login and navigate to the tab labeled ‘Transcript.’ From there, scroll down the page a little and look for an icon to print your certificate.

How long will it take to get my certificate in the mail?

Certificates usually take 7-10 business days after completion to arrive by mail. Please call after completion of course to ensure your certificate is placed in the grading queue.