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Technical Support FAQ

Index

On this page you will find answers to frequently asked technical questions regarding registration, accessing materials on the site, optimizing video playback, and other subjects.

If you have any questions about the site that you don't see answered in this FAQ, please send an email inquiry to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Submitting Technical Support Requests

I've run into a problem and need technical support - how can I get help?

Registered users have access to a technical support menu when logged in to their accounts. To submit a support request, just click on the "Submit support request" menu item in the Technical Support menu. Your issue will be entered into our support database and we will respond to your request as soon as possible.

If you're not a registered user and require support, you can either create an account and log in and follow the steps above, or send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Professional Develpment Program Issues

  1. Issue: Currently there is an issue that you may get a "timed out" message when you go to the Professional Learning Resources part of the site.  It tells you that you must login and directs you back to the main application.  Here you find that you are already logged in to the main application.
    Resolution: To overcome this obstacle, you need to go to the emergency logout page.  Then log out of the main application and immediately log back in.  Now when you go to the Professional Learning Resources part of the site, you should find it working.
  2. Issue: Currently using the Novus E-learning modules sometimes error messages will appear.  This happens least with Internet Explorer.  Chrome is next best.  Firefox and Safari have more issues.
    Resolution: To overcome these error messages, just click through them - perhaps as many as 7 or more and then the program usually works fine.

Registration/Login Issues

I filled out the account creation page but didn't receive a confirmation email.

Please check your spam or junk mail folder - the confirmation email has most likely been erroneously redirected there by your mail program.

I can't remember my username/password.

Click on the "forgot login?" link on the right side of the screen in the "Login" box area. You'll be taken to a page where you can have your username emailed to you or your password reset.

Logout Issues

I cannot find the logout button
Our website has an integrated login system that allows to to navigate through the various areas we offer with the use of one Login access. To facilitate the use of all our sections, we have removed the Logout button from the main menu to avoid accidental logouts, specially from the Professional Learning Resources. However if you have received a session timeout message you can logout using the following Logout Page. The logout will completely sign you off of the system, then you can re-login normally.

Page Loading Issues

Some pages on the site seem to load slowly. Is there anything I can do to speed things up?

Depending on the speed of your internet connection and your location relative to our servers in California, you may experience slow loading times on some pages on the site. We are working on optimizing our page load times to alleviate this issue. In the meantime, you can significantly increase the speed of the site by using Google's new Chrome browser. Site users report speed increases of up to 50% or more by switching to Chrome. You can download a free copy of Chrome at this link.

Video Playback Problems

The videos on the site take a long time to load and playback is jerky with a lot of interruptions.

The default videos on all pages on the site are encoded at around 400Kb/s. If you're experiencing long pauses or frequent interruptions while trying to play them, it's likely that either your internet connection or computer hardware or both aren't able to handle video playback at that bitrate.

Fortunately, there's an easy solution. To accommodate visitors with slower connections or older computers, we've created lower-resolution copies of all GO Society videos. These can be accessed by clicking the "please click here to view a lower resolution version" links at the bottom of all standard video pages. Though lower in quality than the default videos, these copies will almost certainly play back smoothly on whatever your system configuration may be.

Profile Editing Issues

I can't edit the list of articles associated with my Citizen Affiliate profile.

True; the articles listed on your profile only represent articles (or videos) that you've authored which are featured within the GO website. The list is automatically generated by the site itself and can't be manually edited. It isn't meant to be an exhaustive list of all publications.

Translating PDF Files

Is there a way to translate the PDF files on this site into other languages?

You can use Google Translate to create automatic translations of any PDF documents on this site. Highlight the text of the PDF, copy it, and then paste it into the Google Translator at http://translate.google.com/translate_t# .
 

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