Most technical issues can be fixed by taking a few simple steps:
- Use the Google Chrome browser
- Clear your cookies and cache
- Try an Incognito Window
- Reset your browser settings
- Reset your password
Additional Troubleshooting
Which browser should I use?
We recommend using Google Chrome for the best experience.
For TOEFL students we recommend using Mozilla Firefox for the best experience.
Why do I see a spinning wheel when accessing my course or test results? (How to clear my cookies and cache)
Clearing your cookies and cache is recommended. Choose your browser below for instructions on how to clear:
Why does it say my email address is already in use when I try to change it?
We likely already have an account under the 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 Zoom Mobile App.
- Download the app: Apple or Android.
- Enter your Live Online class link ((provided by your teacher or our Customer Support Team).
- Sign in with your first and last name for attendance.
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:
- Review the general computer system requirements to ensure an optimal experience with your online course.
- Install the Zoom Extension for Browsers (Chrome or Firefox) on your computer.
- Run a system check prior to your first session.
Let's troubleshoot further:
Switch to Incognito/Private Mode
Choose your browser below for a walkthrough on how to switch to Incognito/Private mode:
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.
- Note: 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.
