Which Browser Should You Use?
We have also had success with the new Microsoft Edge browser.
Internet Explorer is not compatible. You will probably run into issues with video playback if you try to use it.
Mac users: We are not aware of any issues with the Safari browser. Please let us know if you run into any problems.
Remember the number one rule for troubleshooting: Refresh your browser! (Usually, you can refresh your browser by pressing the F5 key.) That solves most problems, but if it doesn't solve yours', please read on!
If that doesn't work, try clearing your browser's cache with a hard refresh. You can usually do that by holding down the Shift key on your keyboard while clicking the refresh icon in your browser's toolbar. You'll find more information about refreshing your browser here.
These are the most common problems and solutions we've found for our users. For the fastest solution, please start by reviewing this page. If you don't find your solution here, our contact info is at the bottom of the page.
If you can't access the course after purchase...
There are two common reasons why this happens.
Reason #1: We've noticed that occasionally someone will purchase a group registration for themself without also enrolling in the course. Group Leaders are not automatically enrolled in the course they purchased. If you purchased a group registration, you must also assign yourself to the course in the Group Management console. You can do that under My Stuff>Group Management in the menu at the top of the page.
Reason #2: There is something in your browser's cache that's causing a problem. The easiest way to check this is to try switching your browser to Incognito Mode (also known as Private Mode) and logging on to your Compassionate Geek account. (If you're not familiar with Incognito Mode, check out this page). If that solves the problem, there's something in your browser causing a conflict. Try using the techniques at Clear My Cache to clear your cache.
If you can't log on...
If you have problems playing videos...
Our videos are hosted by Vimeo. We chose Vimeo because of its stability and reliability. If a video (or videos) won't play, it's usually due to internet congestion or a connectivity problem, either between our server and Vimeo or between your location and Vimeo. Please wait a couple of minutes, refresh your browser, and try it again.
If you receive an invalid username or email message...
The most common reason for this is a misspelled username or email when the account was first being set up. That's often caused by autocorrect or spellcheck.
The easiest way to resolve this is to send us an email and let us check for an account and possible spelling error. We're happy to do that, having committed our share of spelling errors and typos. You can email us at email@example.com. You can also call us at 206-988-5858. Office hours are 10:00 a.m. to 5:30 p.m. Pacific time Monday through Friday.
If you don't receive system emails, such as password reset emails...
The most common reason we've seen for this error is a firewall rule at your network edge. We recommend you contact your firewall administrator. They may ask for the sender's email address. Most system emails from us come from firstname.lastname@example.org. It's also possible that they could originate from email@example.com.
If that doesn't work, let us know and we'll check things on our system.
If you see strange pages or don't see your course listing...
We've had some users whose corporate firewalls appear to cache web pages, causing old pages to display or preventing pages from being updated from our server. In those cases, we've had success by simply refreshing the screen.
You can also try a hard refresh, which is similar to clearing your browser's cache. Here's info about how to do that.
If our system marked an answer on a quiz or test as wrong, but you're sure it's right...
It's certainly possible that there's an error, but what's more often the case is a spelling or syntax error on fill-in-the-blank types of questions. Check the lesson for that particular question and use the exact same spelling and syntax as was used in the lesson. That usually solves the problem. Still, if you disagree, send an email to firstname.lastname@example.org and we'll check it out.