The following list will address some of the most common problems students experience while taking courses through Reasons Institute.
1. Log-in instructions along with your username and password will be sent via email on the Friday before the course begins. This information will be sent to the email address you provided during your check-out at the RTB web store (or by the university). If you do not receive your log-in information, please check your spam box. Sometimes, emails are re-directed there if the sender is not one of your regular contacts. If you have multiple email addresses, you will want to check those accounts as well.
2. Make sure to watch the New Student Orientation video before the course starts. This will answer most of the questions you may have as a new student. If you still have questions, please watch the Troubleshooting video.
3. Make sure to use Mozilla Firefox as your Web browser. This will allow you to have full functionality of the online learning platform (Moodle). Go to Mozilla’s website to access a free download of Firefox.
4. If you experience problems watching a video clip, it may be due to one of the following reasons:
- Your internet network might be blocking video content. If you are trying to access the video from a public network (like work), video content could be blocked in order to prevent users from accessing adult content. They may also want to limit bandwidth usage. Whatever the case, if you are able, disable this security feature in order to access the video. If you are unable to disable this feature, try to log onto the course using a different network.
- You may not have Flash installed on your computer. Go to Adobe’s website to access a free download.
- You might be trying to watch a Flash video on your Apple device. Although Flash works on Apple computers, it does not work on iPads, iPhones, or any other Apple mobile device without using a third-party app (such as Vimeo or YouTube).
- You may be in a different country and are trying to access a video through PBS.org, which blocks users outside of the U.S. and Canada. If this is the case, you can use YouTube to access copies of most of these videos.
5. If you receive the following message on Moodle: “Error 404,” this is a mistake on our end. Please let us know as soon as possible so that we can fix the link are trying to access. Email us at email@example.com.
6. If you are unable to upload your assignments, you are likely experiencing one of the following problems:
- You are trying to upload your assignment early. Moodle will not allow you to upload an assignment before it is due.
- Double check the due date of the assignment. If it has the wrong month or year, it is an error on our part. Please let us know as soon as possible, so we can fix the problem. Please contact us at firstname.lastname@example.org.