PKB - Technical Support
Reset Search

Featured Articles

 

Article

Technical Support

« Go Back

-

 
-
 
Technical Support
Need help accessing your course? We've got your back.
FAQs

Which browser should I use?
We recommend using Google Chrome for the best experience with your online resources.

Download Google Chrome here.

Why does it say my email address is already in use when I try to change it?
It looks like we already have an account under the new email you’re trying to use. Log into that account and change it to a different email to make it available for use. 

Can I access my Live Online class from a mobile device/tablet?
We recommend accessing your Live Online class from your desktop or laptop for a better experience as available features may be limited on a mobile device; however, you can also use the Adobe Connect Mobile App that’s available for free download.

 
1. Download the app on Apple or Android mobile devices.
2. Enter your Live Online class link (provided by your teacher or our Customer Care Team).
3. Sign in as a guest with your first and last name for attendance. 
 
Why doesn't all of my course material show up on my mobile device?
Some of our course material uses Adobe Flash Player which isn’t available for download or use on a mobile device.

Why do I see a spinning wheel when accessing my course or test results?
You’ll need to enable Flash on your browser. Click here for instructions. After enabling Flash, you’ll need to clear your cookies and cache. For instructions, click here.

Why is my live online class not loading when I click “Join Session”?
Our courses have minimum system requirements. You have a couple of options to troubleshoot this issue: 

 
1. Review the general computer system requirements to ensure an optimal experience with your online course (e.g if you need to enable Flash on your computer, click here for instructions
2. Install the Adobe Connect Add-In (Windows or Mac) on your computer.
3. Run a system check prior to your first session.
 
 
Troubleshoot
What's the root cause of the issue?

1. Has your course recently expired? Click here to learn how to extend your course.
2. Have you received an email regarding billing issues? Click here to learn how to pay a balance.
3. Are you having trouble signing in? Click here to learn how to reset your password.
4. Do you have more than one enrollment? (A student email? A school email? A parent email?) You may need to log in using a different email.
5. Do you have Adware/Malware/Virus on your device? Click here for more information.
 
If that didn’t help, troubleshoot your device with our guide below. If you are unfamiliar with any step, check out our How To section.
 
 
User-added image
 
How To
 
Clear Cookies and Cache
Switch to Incognito/Private Mode 
Reset Browser Settings
Reset Your Password



How do I Clear Cookies and Cache?

You should periodically clear the cookies and cache to allow your browser to function more efficiently. Browsers will normally clear cookies that reach a certain age, but clearing them manually may solve problems with web sites or your browser.

 
User-added imageNote: Clearing your cookies and cache does not delete bookmarks or your homepage.
 
Browsers
For the most up-to-date walkthrough on how to clear your cookies and cache, please click on the appropriate browser below: 

Chrome (Recommended)
Mozilla Firefox
Microsoft Edge
Internet Explorer
Safari



Switch to Incognito/Private Mode
For the most up-to-date walkthrough on how to switch to Incognito/Private mode, please click on the appropriate browser below: 

Chrome (Recommended)
Mozilla Firefox
Microsoft Edge
Internet Explorer
Safari

If the course is working in Incognito Mode when utilizing Chrome, we recommend resetting the settings.



Reset Your Browser Setting (Chrome)
You may need to reset your browser settings if apps or extensions you installed changed your browser settings without your knowledge. Click here for instructions.

 
User-added imageNote: Your saved bookmarks and passwords won't be cleared or changed.

If the course is still having issues loading, we recommend attempting to access the course on another device before contacting your PC Manufacturer or Internet Service Provider.
 

GRE Vocabulary Flashcard App
MCAT Flashcard App
Bar Review Mobile App


 
Contact Us 
We’re here for you when you need us.
The Team at Kaplan Test Prep
customer.care@kaplan.com
help.kaptest.com

 

Feedback

 

Was this article helpful?


   

Your feedback is appreciated.

Please tell us how we can make this article more useful.

Characters Remaining: 255