Troubleshooting

Questions about the Study Series? We’re here to help!

Here are answers to frequently asked questions regarding Study Series access. Most encountered issues can be solved from one of the steps below.

If you are attempting to join a live session and having trouble, remember that all of our Study Series are recorded and available to subscribers for multiple viewings through June 30 of each school year. 🙌

Accessing your Account

Am I registered?

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✅ Sometimes schools or districts may register you for Study Series session(s). If you are receiving emails from us about an hour before each registered session, then you are registered. Your account uses the same email address our notice is sent to, as our website and email subscriber list are linked. (Go to the question, “How Do I Sign-In?,” for further assistance.)

✅ If you purchased one or more Study Series sessions for this school year, then you are registered and should be receiving emails from us about an hour before each registered session. Your account uses the same email address our notice is sent to, as our website and email subscriber list are linked. (Go to the question, “How Do I Sign-In?,” for further assistance.)

❓I think I am registered, but I don’t think I am getting emails about my sessions. Please check your spam folder for emails from Contact@TheEducatorCollaborative.com. Please whitelist our email address to ensure you are receiving these emails. If you believe you know which email address was used to register, you may go to the question, “How Do I Sign-In?,” for further assistance.

🚫 If you or your organization have not purchased Study Series sessions(s), then you likely are not registered on this website. You must purchase session(s). Please select “Study Series” from the main menu.

🚫 If you believe we have the wrong email address on file, or cannot locate your email address, please message us using our Troubleshooting form.

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How do I Sign-In?

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❗️You will always be prompted to sign-in before accessing content restricted to registered subscribers.

If you are registered, there are several places you can sign-in across the website:

✅ You can sign-in from the top, blue menu. Hover over “My Account.”(image 1)

✅ You can also look for orange banners that say “Please sign-in…,” these appear at the top of the Study Hall page as well as at the bottom of each Session page (image 1 and 2). If you sign-out but return to a restricted access page or content, you will also see the orange banner appear at the top of the page.

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Forgot Password or First Time Signing-In?

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❗️If this is your first time singing-in, and you are certain you have registered (go to the question “Am I Registered?” for further assistance), you can follow the same “Forgot Password” steps to set-up your password.

✅ Forgot Password Steps:

Click any Sign-In link. See the blue top menu or any orange banner. (Go to the “How Do I Sign-In” question for further assistance).
A pop-up will appear (image below)
Find the text “Forgot/Update password? Click here.” Click the blue “Click here” text.
A new page will open. Follow the prompt.
Check your email for a link to reset your password. Click it or copy and paste into your browser.
The url will return you to our website, there you will be prompted to enter a new password.

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Viewing Sessions:

How do I view Live Sessions?

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❗️Live sessions are interactive and hosted outside of our website. You will need to sign-in to your account to access your live viewing link and password information. Signing-in will also record your attendance.

✅ Steps to access the live session:

1. Sessions can be found on our Study Hall page (to go, hover over “Study Series” on the main menu and click “Study Hall”)2. From the Study Hall page, click the Session you wish to view. You must be signed-in (see question “How do I Sign-In” for further assistance).

3. Once on the Session page, scroll to the middle of the page and locate the section titled “Session Content.” Here you will be able to click “View Session” (later you may come back to visit the Related Resources page or complete the survey).

4. Once the “View Session” page opens, read and follow the on screen instructions. This usually includes your viewing link, required email, and password for the session.

❗️Our Sessions are currently hosted on WebEx. Here are technical requirements:

Use a laptop or desktop.

WebEx does have Apps for devices, if you are on the run. However, many features do not yet work properly, including embedded video content. We recommend you watch on a laptop or desktop.

You DO NOT need a microphone, it will not be used.

You will need a keyboard to use during the session to type in a chat box to the presenters and attendees. You will need to play sound.

Test your network and computer.

Follow this link (you can type anything you’d like into the fields) to make sure your computer and network will properly stream the sessions: Webex.com/test-meeting.html This is a third-party link to WebEx, visit at your own risk. During testing, you will be prompted if your set-up requires updated software or hardware.

Other technical issues? You may contact WebEx Technical Support (they are usually helpful and fast) if you have difficulties. Please call WebEx customer support at: 1-866-229-3239 (or click here for other local region numbers).

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How do I view On-Demand Sessions?

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❗On-Demand sessions are typically posted 1-3 business days after the Live Session concludes. The On-Demand sessions will post on the same “View Session” link as the Live session. The directions for viewing are the same.

✅ Steps to access the On-Demand session:

4. Once the “View Session” page opens, read and follow the on screen instructions. This typically is a button or link that will take you to a hosted recording of the live session.

5. After following the link, you will be taken to a WebEx hosted recording of the live session. You may need to click a small “Playback” button to open the recording. Then, click the “Play” ▶️ button on the bottom of the video.

❗️Our On-Demand recordings are currently hosted at WebEx. You may contact WebEx Technical Support (they are usually helpful and fast) if you have technical difficulties. Please call WebEx customer support at: 1-866-229-3239 (or click here for other local region numbers).

Should you have access issues you are unable to solve, please contact us.

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I see an error message for On-Demand! How do I fix this?

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First, be sure you have followed the directions above to both Sign-In to your account and to access the On-Demand session. If you have followed those directions and see an error message while on a page with starting with this url: https://theeducatorcollaborative.webex.com/… then try one of these solutions:

❗️White screen that says “Content not available”: If you click through to the playback screen, as described in the steps above (see “How do I view On-Demand sessions?”) and see a white screen that says “Content not available.” This is caused by an error in WebEx, where video that was played during the live session is not displaying properly during playback. WebEx is aware of this issue and working on a solution.

✅ To fix this: Hit the play button anyway and wait a few moments. Content is there and will play. (Note: in Session 1 during the 2018-19 school year, you must move to ~5:00 into the playback to see the session begin.)

❗️Error screen that says “Recording no longer available” or “Contact Support”: If you click through to the playback screen, as described in the steps above (see “How do I view On-Demand sessions?”) and see an error about a missing recording, or that you should contact support. This is often caused by your browser having an old “cache” or “cookies” that do not sync with WebEx servers.

✅ To fix this: Go to your browser settings and “clear” both the “cache” and “cookies.” You may need to log back in to our website after this. WebEx tells us that this generally fixes these errors.

❗️Still not working? You may contact WebEx Technical Support (they are usually helpful and fast) if you have technical difficulties. Please call WebEx customer support at: 1-866-229-3239 (or click here for other local region numbers).

Should you have access issues you are unable to solve, please contact us.

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How do I set-up to “Share My Screen With My Team”?

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❗Every Session registration includes a group viewing license that permits you to “share your screen” live with employees of your same school (not district).

🚫 You may not share sign-in information. Only the account holder may access. Our system is set-up to block multiple simultaneous sign-ins from the same account. Attempting to do so may result in a suspension of registration without refund.

✅ You should prepare both your set-up and your team for an inspiring session. Visit our special “Share Your Screen” Tips page for info and ideas (click here).

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Contact Us if you need further support

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