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Active Learning Troubleshooting: Features not workingUpdated a month ago

If you can log into your account but certain features are missing--for example, flashcards are showing blank images or videos are not loading--the problem may be with your browser. Also if you try to navigate through the course but are redirected to the dashboard, it’s most likely a browser issue. First, try using a different browser. Chrome, Firefox, or Safari (for Mac) are preferred. If that doesn’t work, follow the instructions below for clearing the cache and removing any pop-up blockers.

Safari for Mac

More information at Apple Support

To prevent cross-site tracking:

  • Watch this video for steps on how to Prevent Cross-site Tracking
  • Open Safari
  • Go to Safari settings > Privacy 
  • Uncheck “Prevent cross-site tracking

To clear cache:

  • In the Safari menu bar, click the Safari option
  • Click the Clear History link
  • In the Clear drop-down menu, select the time range where you want to clear browsing data
  • Click the Clear History button

To disable popup blocker:

  • Open Safari
  • In the top left of the window, click Safari
  • Choose Settings, then click Websites
  • Click Pop-up Windows on the left (if you don't see Pop-up windows, scroll to the bottom of the list)
  • In the pop-up menu for the website, choose AlloW


Chrome for PC

To clear cache:

  • In the Chrome browser toolbar, click the Chrome menu
  • Click the More Tools
  • Click the Clear browsing data
  • Use the drop-down menu to select the time range you want to clear browsing data.
  • Clear browsing data by selecting checkboxes. Select the Cookies and other site and plug-in data and Cached images and files
  • Click the Clear Browsing Data

To remove pop up blocker:

  • At the top right, click the icon you see: Menu or More
  • Click Settings
  • At the bottom, click Show advanced settings
  • Under "Privacy," click Content settings
  • Under "Pop-ups," select an option:
  • Do not allow any site to show pop-ups (recommended)
  • Allow all sites to show pop-ups
  • To learn more Chrome, visit Google Support

To Allow Third-party Cookies:

  • At the top right of Chrome, click Settings
  • Click Privacy and security and then Third-party cookies
  • Next to “Sites allowed to use third party cookies," click Add
  • Enter in: [*.]cognella.com
  • Click Add

Chrome for Mac

To clear cache:

  • On the browser toolbar, click the Chrome menu icon
  • Select the More Tools
  • Select the Clear browsing data
  • In the data drop-down menu, select the time range where you want to clear browsing data
  • Select the Cookies and other site and plug-in data and Cached images and files
  • Click the Clear Browsing Data

To remove popup blocker:

  • Open Chrome
  • Open Chrome Menu
  • Select Preferences
  • Select Under the Hood
  • Content settings
  • Select Allow all sites to show pop-ups
  • Close all boxes

To Allow Third-party Cookies:

  • At the top right of Chrome, click Settings
  • Click Privacy and security and then Third-party cookies
  • Next to “Sites allowed to use third party cookies," click Add
  • Enter in: [*.]cognella.com
  • Click Add

Firefox for PC

To clear cache:

  • In the Firefox menu bar, click the Open menu
  • Select the Options
  • Select the Advanced icon, then select the Network
  • Under the Cached Web Content heading, click the Clear Now

To disable popup blocker:

  • Open the "Mozilla Firefox" Browser
  • Click on the drop down menu on the top left corner of the Firefox browser, and select "Options"
  • The "Options" window will open
  • Click on the "Content" tab
  • Check the "Block pop-up windows"
  • Click the "ok" button
  • Pop-Up Windows is now blocked in Mozilla Firefox Browser

Firefox for Mac

To clear cache:

  • In the Firefox menu bar, click the Firefox option
  • Select the Preferences link
  • Click the Privacy tab
  • Under the History heading, click the clear your recent history link
  • Select the Cache checkbox
  • Click the Clear Now button

To disable popup blocker:

  • Open Firefox
  • Click the Firefox menu in the upper right
  • Click Preferences in the drop-down menu
  • In the left-hand navigation, click Content
  • Under Pop-ups, uncheck Block pop-up windows


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