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