Troubleshooting

I forgot my password. How do I reset my password?
Forgot your password? Don't worry – it happens to us all!

To learn how to reset your password, try the interactive tutorial or follow the steps below!


3 STEPS

1. The first step is to open Social Learning Platform - Everyday Speech and click NEXT

Step 1 image

2. Click Forgot Password?

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3. Click "Reset Password." This will send you an email with instructions on how to nominate a new password.

Step 3 image

Here's an interactive tutorial

https://www.iorad.com/player/1817720/How-to-reset-your-password



2. Enter your email address.


3. Click Forgot Password?


4. Click Reset Password.


5. An email will be sent to you with a link to nominate a new password for your account.



IMPORTANT: If you didn't receive the email, kindly check Spam, as sometimes our emails end up there.


 If you are logging in on a school network, please verify with your school's IT department to unblock "<everydayspeech.com>, <cloudinary.com>, and all subdomains", as our emails may have also been filtered by your school's firewall.


Why am I only seeing a blank screen?

If nothing appears when you log in to the Social-Emotional Learning Platform, it’s very likely that your school, office, or organization’s firewall is blocking our website.

To resolve this issue, kindly ask your school, office, or organization’s tech or IT team to allow “<everydayspeech.com>”, “<cloudinary.com>”, and all subdomains.


Once this has been resolved, you should be able to access your account on our platform!


If you’re not connected to a school, office, or organization’s network, please follow the steps below:

1. Log out of the Social Learning Platform. 


2. Clear your browser history and cache. For desktop browsers, to quickly open menus used to clear your cache,     cookies, and history, ensure that the browser is open and selected, and press Ctrl-Shift-Delete (Windows) or Command-Shift-Delete(Mac). If this doesn't work, follow the appropriate instructions from this article: https://kb.iu.edu/d/ahic 


3. Log in again at http://slp.everydayspeech.com.


If you continue to have issues accessing our platform, please reach out to our Support team here for troubleshooting assistance!

Why am I getting an 'Invalid session token' error?

If you are seeing an error that says "Invalid Session Token," it is likely that your building's firewall is blocking our app.


To resolve this issue, please ask your school's / organization's tech or IT team to "allow <everydayspeech.com>, <cloudinary.com>, and all subdomains."


Once this has been resolved with the firewall, you should be able to access your account again. If you continue to have issues, please reach out to our Support team and we will help further troubleshoot your issue.



We hope you found this helpful! As always, you can reach out to us here if you have any further questions. 

Why is the video playback choppy? The video player is always buffering.

When the video player is stopping every now and then / loading and then playing/lagging, that means it is buffering. One common form of buffering occurs when your network connection is too slow to stream a video in real-time. If you're connected on a WiFi network, buffering can also occur when your device is too far from the network source (weak signal reception).


To help prevent buffering, you can reduce the file size of the videos in the player bar by lowering the quality of the video. Simply click on the gear icon located at the lower right of the player bar. The lower the quality (definition), the faster the download. 


For our purposes, even Standard Definition (SD) is totally fine from a quality standpoint. Full High Definition (FHD) and High Definition (HD) are really only used for movie viewing.


Check out the screenshot below for reference:


If you continue to experience the same problem even after reducing the playback quality, please send us a support ticket with the following details:


  1. A screenshot of the video player showing the described behavior. Please be sure the screenshot includes the top portion of your browser window. Click here if you don’t know how to take one and attach it to your support ticket.
  2. Your computer specs. Just click here and hit the blue ‘Send Email’ button.


There is no sound when playing videos.

For Windows users, please see this article: https://www.wikihow.com/Resolve-No-Sound-on-Windows-Computer

For Mac users, please see this article: https://www.wikihow.com/Fix-the-Sound-on-a-Mac-Computer

For iPad users, please see this article: https://appletoolbox.com/ipad-sound-not-working-fix/


Additionally, some apps, including ours, don’t play sound on the iPad when silent mode is on.


To learn how to use enable sound on our iOS app, try this interactive tutorial or follow the steps below!

1. Slide your finger downwards starting from the top right side of the screen. 



2. Turn silent mode on or off: Press the sound mode icon to turn silent mode on or off. 

If silent mode is on, the bell sound mode icon will be red. If silent mode is off, the sound mode icon will be white. 


3. Press the Home Key to return to the home screen.


4. Test the app!


We hope you found this helpful! As always, you can reach out to us here if you have any further questions. 


I can't view any of the printable activities or worksheets.

Our printable activities or worksheets are saved in a PDF format. Most modern web browsers can easily open PDFs. If you’re having trouble opening a specific PDF on a web page, make sure you have a functional PDF reader program installed.


A popular PDF reader is Adobe Reader. Once you have this installed on your device, you should be able to view any PDF file.

The iPad app keeps crashing.

If the Social Learning Platform app keeps crashing on your iPad, please update your iPad to the latest version of iOS for this and other apps to run properly. 


You can do this by going to your iPad Settings and clicking 'Update'. You can also check out this article for a more detailed guide: https://support.apple.com/en-us/HT204204


Also, please make sure that you are running the latest stable version of the Social Learning Platform app: https://itunes.apple.com/us/app/social-learning-platform-slp/id1407716361


If the issue persists, please reach out to our Customer Support team here.

I'm getting this error message on my iPad, "Our servers are down, try again later."

Our Social-Emotional Learning Platform app only works on iOS 12.2 and higher (as per Apple's restrictions). 

Kindly update to the latest version of iOS, and then download the latest version of the app here.


If you're already on the latest version of iOS and are still getting the same error, please send us a message here with a:


1. Screenshot of the error

2. Your iPad's iOS version

3. Your iPad's Model number

To determine your iPad's iOS version and Model number, follow the steps below:


1. Tap the “Settings” icon on your iPad’s Home screen.

2. Tap “General” and then tap “About“.

3. Find the "Version" number on the"About screen".

4. Find the “Model” number on the “About” screen. It starts with “M” and ends with “/A”. This number is actually Apple’s order number.

How to Disable the Support Chat Pop-Up

Are you looking to temporarily disable the Support Chat Pop-Up while you're exploring the platform, or maybe you just want to disable it while you're sharing your screen for remote learning? 

 

Whatever the case is, here's a quick how-to guide so you can easily disable the Support Chat pop-up whenever you don't need support! Whenever you need us again, you can just turn it back on!


The Support chat doesn’t only give you answers to Frequently Asked Questions, this is also where we post any announcements we have for you! These announcements can be about promotions or even technical issues we might be facing.

To learn how to disable the support chat, try the interactive tutorial or follow the steps below!


8 STEPS

1. When you're on the Social Learning Platform - Everyday Speech, you'll notice the Support Chat in the bottom right corner. 

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2. This is where you can find answers to all your Everyday Speech questions!

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3. To close the Support Chat temporarily, click the grey X icon

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4. To fully disable the Support Chat, click on the Question Mark icon

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5. Toggle the Show Support Chat off

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6. The Support Chat is now disabled

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7. To turn it back on, Click on the Question Mark icon

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8. Toggle the Show Support chat on. That's it. You're done.

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Here's an interactive tutorial

https://www.iorad.com/player/1773989/How-to-Disable-the-Support-Chat-Pop-up



Once you’re logged on to the Social Emotional Learning Platform, you’ll notice the Support Chat in the bottom right corner. 



You may temporarily close the Support Chat by clicking on the grey X icon.



To fully disable the Support Chat, click on the Question Mark Icon.


Then, click to toggle the Show Support Chat switch off.


When the Show Support Chat toggle is grey, it means that the Support Chat is turned off. 
When the Show Support Chat toggle is blue, it means that the Support Chat is turned on. 



The Support Chat is now disabled. 



To turn the Support Chat back on, click on the Question Mark Icon. Then, click to toggle the Show Support Chat switch on


The Support Chat is now enabled!


We hope you found this helpful! As always, you can reach out to us here if you have any further questions.


 Related articles: 

 

Quick Start Guide

Navigating Your User Dashboard

How to Use the Full Curriculum

7 STEPS

1. Looking to disable the Chat Bot pop-ups?  

2. You can simply click on the X to close the window.

Step 2 image

3. You can also disable the Chat Bot by clicking the questions mark on the top right corner

Step 3 image

4. Then click the blue toggle

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5. The Support Chat has now been disabled.

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6. To turn it back on, you can simply go back and click the toggle again.

Step 6 image

7. That's it. You're done.

Here's an interactive tutorial

https://www.iorad.com/player/1771708/How-to-Disable-the-Support-Chat




I didn't receive an email to set up my account.

New users no longer need to wait for a setup email to get started on the platform! Now you can simply log in to the Social-Emotional Learning Platform and set up your password right away!


Please click on the link to see a video tutorial, or follow the steps below!



Go to slp.everydayspeech.com and enter your email address.


Check the spelling of your email address for any errors. If everything is correct, you will then be prompted to create a password for you account.


After successfully creating a password, you will now be brought to the main dashboard, where you will be presented with a Quick Start Guide.


We hope you found this helpful! As always, you can reach out to us here if you have any further questions.

Troubleshooting: Games and Everyday Speech World content access

Looking to clear your browsers? We've prepared easy-to-follow steps on how to clear your browsers on devices that may apply to you. Included here: 

  • Social Learning Platform (SLP) app for iPad
  • Safari 8 & later for macOS (MacBook)
  • Chrome for Windows
  • Mozilla for Windows
  • Microsoft Edge (Windows)
  • Opera for Windows
  • Chrome for Android
Let's define the terms:
Cache - a technical term that describes a storage location for recently used information so that it can be quickly accessed at a later time.
Cookies - in computer terms, a packet of data that helps websites keep track of your visits and activity.
History - list of web pages a user has visited, often associated with the page title and time of visit.


If you are accessing the Everyday Speech platform through: 

<<< SLP app for iPad >>>

Let's try the following:

  • Check for app updates in the App Store

  • Uninstall and reinstall the SLP app. 

    • To uninstall, simply touch and hold the SLP icon, the Delete App prompt will appear, then tap Delete.

    • To reinstall, you can search by typing 'Social Learning Platform' on the Search box, or you can download the SLP app here.

Once installed, log back into the SLP platform.


Click this link for our dedicated iPad app: Social Learning Platform (SLP)



<<< Safari 8 and later for macOS (MacBook) >>>

  1. After logging out of SLP, close the Safari browser 
  2. Re-open the Safari browser. 
  3. Click on the Safari tab at the top left of your screen and choose Clear History... from the dropdown.
  4. A prompt will appear that says "Clearing history will remove related cookies and other website data. History will also be removed on other devices signed into your iCloud account."
  5. On the time range, select all history.
  6. Click Clear History button. 
  7. Close the Safari app by clicking the Quit Safari on the dropdown of Safari tab. 
  8. Re-open browser and go to slp.everydayspeech.com to log back into your account. 


When you clear history, Safari removes data it saves as a result of your browsing, including:

> History of webpages you visited                                > List of items you downloaded 
> The back and forward list for open webpages              (downloaded files are not removed)  
> Frequently visited site list                                           > Websites added as Quick Website Search
> Recent searches                                                        > Websites that asked to use your location 
> Icon for webpages                                                      > Websites that asked to send you 
> Snapshots saved for open webpages                            notifications



Keyboard shortcut for Clearing Your Browser: Press and hold down SHIFT + COMMAND and press DELETE button on your keyboard. A Clear History window will pop up, select time period you want to clear history from and click Clear History button. Note: You can create a custom keyboard shortcut in System Preferences on your Apple icon dropdown menu.

 

<<< Chrome for Windows >>>

  1. After logging out of SLP, you can access your Clear Browser menu by doing any of the following:

    • The short cut: In the browser bar, enter:  chrome://settings/clearBrowserData

    • Or the long way, you can go to the Chrome menu (3 vertical dots) on the top right corner of your browser

  2. If you choose the long way, select Settings, then on your left, click on Privacy and Security. 
  3. Once you're on the Privacy and Security menu, click on Clear browsing data
  4. At the top of the Clear browsing data window, click Advanced
  5. Select the following:
       Browsing history
       Download history
       Cookies and other site data
       Cached Image and Files
  6. From the Time Range drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select All time.
  7. Click Clear data.
  8. Exit the settings and all open browser windows. 
  9. Re-open the browser to log back into the SLP platform.
Note: If you're not prepared to delete your saved passwords and other items on the list, you can unselect these and just go with the first four items.



Keyboard shortcut for Clearing Your Browser: Press and hold down SHIFT + CTRL and press DELETE button on your keyboard. A Clear All History window will pop-up, and you can confirm by clicking on CLEAR NOW button to clear your cache.


<<< Mozilla for Windows >>>

  1. After logging out of SLP, you can access your Clear Browser menu by clicking the Mozilla menu (3 horizontal lines) on the top right corner of your browser.
  2. Select Settings, then on your left, click on Privacy and Security.
  3. Once you're on the Privacy and Security menu, scroll down to Cookies and Site Data.
  4. Click on Clear Data tab beside it.
  5. Clear Data window will pop up that says "Clearing all cookies and site data stored by Firefox may sign you out of websites and remove offline web content. Clearing cache data will not affect your logins."
  6. Select the following:
    Cookies and other site data
       Cached Image and Files
  7. Clicking Clear Now will take you to a dialog box that will ask you to confirm, "Selecting ‘Clear Now’ will clear all cookies and site data stored by Firefox. This may sign you out of websites and remove offline web content." To clear your cache, confirm by clicking Clear Now
  8. Exit the settings and all open browser windows. 
  9. Re-open browser to log back into the SLP platform.


Keyboard shortcut for Clearing Your Browser: Press and hold down SHIFT + CTRL and press DELETE button on your keyboard. A Clear Data window will pop-up, and you can confirm by clicking on the CLEAR button to clear your cache.

  

<<< Microsoft Edge (Windows) >>>

  1. After logging out of SLP, you can access your Clear Browser menu by doing any of the following:
    • The short cut: In the browser bar, enter:  edge://settings/privacy

    • Or the long way, you can go to the Edge menu (3 vertical dots) on the top right corner of your browser

  2. If you choose the long way, select Settings, then on your left, click on Privacy, search, and services. 
  3. Once you're on the Privacy, search, and services menu, scroll down to Clear browsing data now.
  4. Click on Choose what to clear tab beside it.
  5. Clear browsing data window will pop up with a note at the bottom that says, "This will clear your data across all your synced devices signed in to <you@email.com>. To clear browsing data from this device only, sign out first."
  6. From the Time Range drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select All time.
  7. Select the following:
       Browsing history
       Download history
       Cookies and other site data
       Cached Image and Files 
  8. Click on Clear now.
  9. Exit the settings and all open browser windows. 
  10. Re-open the browser to log back into the SLP platform.

<<< Opera for Windows >>>

  1. After logging out of SLP, from the Opera bar, click on the Easy set up menu in the top right corner.
  2. Scroll down to the bottom and click on Go to full browser settings.
  3. Opera Settings menu will open on the next tab.
  4.  Under Privacy and Security, click Clear browsing data.
  5. In the Clear browsing data dialog box that opens, click Advanced
  6. From Time range drop-down menu, select All time.
  7. Select the following:
       Browsing history
       Download history
       News usage data
       Cookies and other site data

       Cached Image and Files 
  8. Click Clear browsing data.
  9. Exit the settings and all open browser windows.
  10. Re-open browser to log back into the SLP platform.

Keyboard shortcut for Clearing Your Opera Browser: Press CTRLH to open your history page. Click Clear browsing data in the top right corner. Select what you want to delete and the time range, then click Clear data.

<<< Chrome for Android (mobile and tablet browser) >>> 

  1. After logging out of SLP from Chrome on your Android phone or tablet, at the top right, tap More (3 vertical lines).
  2. Tap History
  3. Click on Clear browsing data
  4. Select Advanced.
  5. At the top, choose a time range. To delete everything, select All time
  6. Select the following:
        Browsing history                    
        Cookies and other site data   
        Cached Image and Files         
  7. Click Clear data.
  8. Close Chrome settings.
  9. Re-open browser to log back into the SLP platform.



More Useful Troubleshooting tips: Make sure your browser is up to date. You can check through this website to see what the latest version available is for your preferred browser and download it if needed. 

Disable any ad-blocking software or firewall blockers. Browser extensions and/or plugins are known to interfere with website functionality. Once done, close and re-open your browser and try visiting our website again.


Sometimes restarting your computer does the trick.

Reset your network connection. Unplug the power to your modem and router, then plug back in and let them power up and try loading our site once again.  



We hope you found this helpful! As always, you can reach out to us here if you have any further questions. 

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Related articles:

Quick Start Guide

What are the technology requirements to access the Social-Emotional Learning Platform?

Do we need to install any special software?

Why am I only seeing a blank screen?

Why am I getting an 'Invalid session token' error?

I'm getting this error message on my iPad, "Our servers are down, try again later."