Rise Calgary

How do I retrieve my account information if I've forgotten my username and password?I'm getting a blank screen when I launch my course, what do I do now?My course isn't working on my tablet or mobile device.When I click 'Launch Course', nothing happens.The course is asking me to install the latest Adobe Flash plugin, but I already have it installed, how can I launch the course?I've completed my course but it still says that it hasn't been completed, what do I do now?My course is frozen and I cannot proceed to the next slide.My course sometimes freezes and can take a while to get through the slide, is this normal?How do I retrieve my course certificate?My course certificate was not emailed to me, how do I resend or download it?I can't find the answers I'm looking for in the FAQ, now what?

How do I retrieve my account information if I've forgotten my username and password?

To retrieve your username or password, click on the red "Log In" button in the upper right of the website, then click on the "Forgot your password" link under the Log In area. Enter the email address that you created your account with and click the "Reset Password" button. If your email address is registered to more than one account, your usernames for those accounts will be displayed on the screen. Select the username you want to recover and enter it in the Username field to retrieve your password.

I'm getting a blank screen when I launch my course, what do I do now?

If you are getting a blank white screen when trying to launch the course, right click on the right screen and select the option "reload frame". You may need to do this more than once before the cache is significantly cleared enough in order to display the course.

If the problem persists, you can try clearing your browsers cache by following the instructions here: refreshyourcache.com.

Depending on the settings you have enabled or disabled on your browser, it may be a good idea to try a completely different browser, like Google Chrome, or Mozilla Firefox.

My course isn't working on my tablet or mobile device.

Please ensure the course you are viewing on your tablet or mobile device is compatible. You can check your courses compatibility by clicking here.

When I click 'Launch Course', nothing happens.

Please be sure that the browsers pop up blockers have been disabled. It is possible that the pop up could launch under the main window, in which case, may seem like nothing is happening. Close down your browser completely and try navigating to the website and trying to launch the course again.

The course is asking me to install the latest Adobe Flash plugin, but I already have it installed, how can I launch the course?

To confirm you have the latest version of Adobe Flash installed, go here.

If you already have the latest version, you may need to enable it on your browser, follow the instructions here: Enable Adobe Flash Player in IE, Chrome, Firefox, Opera

I've completed my course but it still says that it hasn't been completed, what do I do now?

Please contact technical support by clicking here.

My course is frozen and I cannot proceed to the next slide.

Please ensure there are no actions or interactivities on the screen that you may need to click on to proceed. If you are certain that the course is locked up, close the course and relaunch it. You can also try clearing your browsers cache by following the instructions here: refreshyourcache.com. If the problem persists, please contact techinical support by clicking here.

My course sometimes freezes and can take a while to get through the slide, is this normal?

Please ensure that you have a good, fast connection to the internet. Using internet at peak times can cause issues where the course appears to freeze, this happens while the course is trying to buffer. You can either try again during non-peak hours or a different network that his a better internet connection.

How do I retrieve my course certificate?

Course certificates (if available) can be downloaded directly under your account. Once you have logged in, click on the red "My Account" button and then click on "My Transcripts", locate the course you are trying to download the certificate for and click on the certificate number to download.

My course certificate was not emailed to me, how do I resend or download it?

You can also click on the "resend" link to have your certificate emailed to you. Please ensure that the email isn't ending up in your spam or junk filters.

I can't find the answers I'm looking for in the FAQ, now what?

Please contact techinical support by clicking here.