We are sorry that you are experiencing technical issues with one of our products/quizzes.
We are here to help.
Please read through our troubleshooting tips, and if this is not helpful in rectifying the issue, please submit a support ticket (below).
Troubleshooting Tips:
- I can't log in: Please ensure that you are clicking on the correct link in the email you received with login information. Please also ensure that you have copied and pasted the password correctly, relating to the correct product purchased. (Please do not try to individually type the password alphanumeric combination as you may have a typo. Instead please ensure that you copy the code (without extra spaces either before or after the code) and paste it accordingly.)
- The video is not loading: Please refresh your screen. If still not working, please try resuming your session on a different browser (or a different computer) so we can narrow down the source of the problem.
- I can't see the timer: One common reason could be related to the internet security settings blocking the Javascript code that the timer uses to function. Try resuming the simulation (by clicking on the link in the email "Resume Session") on a different computer to test if it is in fact your internet settings causing the issue.
- I landed on an error page: Please use the "Resume Session" link that you were emailed to resume your session and see if the problem is rectified.
- I got an error message: "proxy error": This is called a 502 error. In essence, these can occur when a connection temporarily cannot be made by your computer to the server (that the simulation resides on). Please resume the simulation (by clicking on the link in the email "Resume Session"). If you receive the same error again, it most likely is because your web browser has cached the same problem on your end. Don't worry! The simple solution is to clear your browser cache to remove the problem its holding onto. If you are still having trouble, try a different web browser or a different computer to resume the simulation to narrow down the source of the problem.
If you experience any problems that require our assistance, please submit a support ticket (below). We will assist you as soon as possible; however, please note that responses may take up to 24-48 hours.