Troubleshooting

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.



Parents/students are not seeing the saved lists in their account.

When you invite a parent or student to sign up through your custom link, you are inviting them to create a separate account for the Social Learning Platform.



This means that:

  1. Their account is an entirely different account and login from yours.
  2. They will not have access to your billing or payment details.
  3. They will not be able to see your recent activity or history.
  4. They will not be able to delete or modify your Saved Lists.
  5. They will not be able to see your different Saved Lists in their Saved Lists Menu. The lists appear exclusively in your own account.
  6. The only way to share the Saved List is by sharing the URL. If you share a particular Saved List's URL with them, they can only see that specific Saved List.



For additional information, please refer to this article: How to Share Materials with Parents or Send Materials Home 



I'm getting "Account Exists" or "There was an error with your account" when signing up.

The most common reason for this error is due to a harmless internet delay. 








The simplest solution is to navigate to the Social Learning Platform and attempt to log in. 


Log In

2. Enter your email.
3. Enter your password. If you are able to log in, no further troubleshooting is necessary. 

Enjoy the materials! If you still are unable to log in, continue below.


Resetting your password

2. Enter your email.
3. You should see "Forgot Password?" at the lower right corner.
4. Click "Forgot Password?". Then click "Reset Password".
5. An email will be sent to you with a link to nominate a new password for your account.



If you didn't receive the email, kindly check Spam, as sometimes our emails end up there. Also, if you are accessing the platform 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.


Also, always make sure to 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


If are you still having trouble, please submit a support ticket.



I forgot my password. How do I reset my password?
In order to request a password reset, please follow the steps below:

2. Click the Log In button at the lower right or at the upper right.




3. You should see "Forgot your password? Reset it here". Click Reset it here.




4. Enter your email address. Then click Reset Password.




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






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


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


Why are some materials 'locked'?

It is important to note the type of plan you are subscribed to. 


If you are on the Free Plan, you are only limited to the materials found in our Most Popular Content list. 






If you are subscribed to our Videos Only Plan, you only get access to our social skills videos and their companion worksheets.








Only our Complete Guided Therapy Plan provides access to all of our materials - this includes the games, printable activities, and full curriculum.



If you are already on the Complete Guided Therapy plan, please view this article to troubleshoot the issue.




Keywords:

I can only access some of the materials.

The games, worksheets, therapy guides are locked.

I just upgraded to a paid subscription but the other materials are still locked.

Important Note: Some of these pages may be locked if you are on the Videos Only Plan.  Only our Complete Guided Therapy Plan provides access to all of our materials.



In order to see the changes in access level after upgrading to a paid subscription, 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.




Further reading:

Why are some materials 'locked'?

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 school's firewall is blocking our app.


To resolve this issue, please ask your school's / organization's tech or IT team to "whitelist everydayspeech.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.


Why am I only seeing a blank screen?

If nothing appears when you log in to the platform, it is likely that your school's firewall is blocking our website.


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


Once this has been resolved with the firewall, you should be able to access your account again.



If you are not connected to a school 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, please reach out to our support team and we will help further troubleshoot your issue.

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/

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.

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

Our Social Learning Platform app only works on iOS 11 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: https://itunes.apple.com/us/app/social-learning-platform-slp/id1407716361?mt=8 




If you're already on the latest version of iOS and are still getting the same error, please send us a message with a (1) screenshot of the error,  (2) your iPad's iOS version, and (3) iPad Model number.


To know how to get 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.