Technical Issues & Troubleshooting

Why do I have to answer identity security questions?

The state of Illinois requires that Aceable verify the identity of students taking the course. We do this by asking you a series of identity security questions based on information in your Aceable Student Profile. This system is made to ensure that the person who signed up for the course is actually the one taking it.

You’ll be asked these identity security questions at various points throughout the course.

Why do I have to restart my level if I fail a security question?

Unfortunately, it’s a state requirement that we can’t get around. If you fail a question (which we doubt you will since these questions are all about you!), we must return you to the beginning of the level and you must start over from there. On the bright side, our levels are super short and you’ll make it back to where you were in no time.

What devices can I use to take my Aceable course?

Here are the system requirements:

COMPUTER

  • We recommend using the most updated version of your Internet browser.
  • The course works best on Google Chrome, Mozilla Firefox, or Safari (Mac).
  • If you are using Internet Explorer, it’s time to get an upgrade! Internet Explorer has tons of bugs because it is a very outdated software that no one in the world works on or maintains. Please switch over to one of our recommended Internet browsers.

SMARTPHONE OR TABLET

  • iPhones and iPads – we require that your device is on iOS version 8.1 and up
  • Android phones and tablets – we require that your device is on Android OS version 4.4 and up
  • We do not have apps for Windows Phones or Kindles.

What Internet browser am I using?

What is an Internet browser?

It is what you use to access the Internet and go to different websites. Google, Bing, and Yahoo are websites with search engines and they are not to be confused with Internet browsers.

How do I know what I am using?

This handy website will tell you exactly what you’re using. Once you know what you’re using, please view the troubleshooting instructions for your Internet browser.

I am having trouble on Google Chrome.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Force refresh. Press Ctrl-Shift-R if you’re on a Windows computer. Press Command-Shift-R if you’re on a Mac computer.
  • If the above solutions don’t work, try clearing out your browser’s cache. In everyday language, this means clearing out any temporary files you have stored in your browser so that your browser functions more efficiently. Below you’ll find directions for clearing the cache on Google Chrome.

Clearing the Cache on Google Chrome

  1. Once your browser is open, copy and paste the following link into the URL bar at the top of your window: chrome://settings/clearBrowserData
  2. Select the Empty the Cache and/or Cached images and files check-box. Uncheck everything else to avoid deleting data unintentionally.
  3. In the dropdown menu at the top that says Obliterate the following items from, select the beginning of time.Chrome 2
  4. Click the Clear Browsing Data button. Chrome will work for a moment, and then the process will be done. You’ve successfully cleared Chrome’s Cache!
  5. Log into your Aceable account here.

I am having trouble on Internet Explorer.

First things first, we highly recommend that you switch to a different Internet browser such as Google Chrome, Mozilla Firefox, or Safari (Mac only). Internet Explorer is extremely outdated software which is why it is causing many of the issues you run into.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Force refresh. Press Ctrl-Shift-R if you’re on a Windows computer. Press Command-Shift-R if you’re on a Mac computer.
  • If the above solutions don’t work, try clearing out your browser’s cache. In everyday language, this means clearing out any temporary files you have stored in your browser so that your browser functions more efficiently. Below you’ll find directions for clearing the cache on Internet Explorer.

Clearing the Cache on Internet Explorer

  1. Once your browser is open, click the gear at the top right to open the settings menu. Then, select Safety and Delete Browsing History. You can also simply press Ctrl-Shift-Delete to open the Delete Browsing History window.IE 1
  2. Select Temporary Internet Files and Cookies. You will also need to uncheck all the other boxes, especially Preserve Favorites website data. This option makes the window also delete objects from websites in your Favorites folder, which is necessary to completely clear your cache. IE 2
  3. Click the Delete button near the bottom of the window to perform the operations (i.e. clear your cache by deleting temporary files).
  4. Your computer will work for a moment, and then the process will be complete. You’ve successfully cleared Internet Explorer 9’s Cache!IE 3
  5. Log into your Aceable account here.

I am having trouble on Safari.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Force refresh. Press Ctrl-Shift-R if you’re on a Windows computer. Press Command-Shift-R if you’re on a Mac computer.
  • If the above solutions don’t work, try clearing out your browser’s cache. In everyday language, this means clearing out any temporary files you have stored in your browser so that your browser functions more efficiently. Below you’ll find directions for clearing the cache on Safari.

Clearing the Cache on Safari

  1. Once your browser is open, click the Safari menu in the upper lefthand corner of the screen. In the menu that appears, click Preferences.Safari 1
  2. Click the Privacy tab. Click the Remove All Website Data button.Safari 2
  3. Click Remove Now in the pop up window that appears.Safari 3
  4. Log into your Aceable account here.

I am having trouble on Safari from my iPhone/iPad.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Quit your Safari app.

Clearing the Cache on the Mobile Safari Web Browser (iPhone or iPad)

  1. Click on Settings from the home page.Mobile Safari 1
  2. Scroll down until you see “Safari”. Click on it to bring up the options page.Mobile Safari 2
  3. Scroll down the options page and click “Clear History and Website Data”. A popup box will appear. Click “Clear History and Data” again to confirm your choice.Mobile Safari 3Mobile Safari 4
  4. Log into your Aceable account here.

I am having trouble on my iPhone/iPad app.

Working your way down this list can help solve technical issues you may be experiencing on the iOS app. If an option doesn’t work for you, proceed to the next option. If possible, try to connect to WiFi instead of the data on your device.

Option 1: Log out of the app and log back in.

  • Click on the three horizontal lines in the top righthand corner.TS iOS 1
  • In the menu bar that appears, scroll down and click on Log Out.TS iOS 2
  • Click Sign In and enter your Aceable email and password.Linking Accounts 5App Password Reset 1

Option 2: Force quit the app by double-pressing the home button and swiping up on the Aceable screen until it disappears, then log back in.

Option 3: Do a hard reboot of your iOS device by holding down the power button and the home button at the same time. The device will automatically reboot after about 10 seconds (hold down the two buttons until you see the Apple logo).

Option 4: Uninstall the app and reinstall it (this is also a great way to make sure you have the latest version of the Aceable App).

If none of these options work, feel free to contact Aceable’s Customer Experience Heroes here.

I am having trouble on my Android app.

Working your way down this list can help solve technical issues you may be experiencing on the Android app. If an option doesn’t work for you, proceed to the next option. If possible, try to connect to WiFi instead of the data on your device.

Option 1: Log out of the app and log back in.

  • Click on the three horizontal lines in the top righthand corner.TS Android 1
  • In the menu bar that appears, scroll down and click on Log Out.TS Android 2
  • Click Sign In and enter your Aceable email and password.TS Android 3TS Android 4

Option 2: Clear the cache on your device and log back into the app.

  • Go to SettingsTS Android 5
  • Go to Apps/Application ManagerTS Android 6
  • Select your Aceable AppTS Android 7
  • Select Clear Cache and Clear DataTS Android 8TS Android 9

Option 3: Uninstall the app and reinstall it (this is also a great way to make sure you have the latest version of the Aceable App).

If none of these options work, feel free to contact Aceable’s Community Support Heroes here.

I am having trouble on Mozilla Firefox.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Force refresh. Press Ctrl-Shift-R if you’re on a Windows computer. Press Command-Shift-R if you’re on a Mac computer.
  • If the above solutions don’t work, try clearing out your browser’s cache. In everyday language, this means clearing out any temporary files you have stored in your browser so that your browser functions more efficiently. Below you’ll find directions for clearing the cache on Firefox.

Clearing the Cache on Firefox

  1. Press Ctrl-Shift-Delete if you’re on a Windows computer or Command-Shift-Delete if you’re on a Mac computer. This will open the recent history window.Firefox 1
  2. Make sure the ‘Details’ menu is expanded. You can do this by clicking on the down arrow next to it (if the arrow is pointing up, then the ‘Details’ menu is already expanded and you don’t have to do anything). Select Cache from the list and uncheck everything else.Firefox 2
  3. At the top In the ‘Time Range to Clear’ drop down, select Everything.Firefox 3
  4. Select Clear Now at the bottom of the window.Firefox 4
  5. Your computer will work for a moment, and the process will be complete. You’ve now successfully cleared Firefox’s Cache.
  6. Log into your Aceable account here.

I am having trouble on Opera.

If something is acting funky while you’re going through the web course (video not playing, loading taking too long, etc.), chances are the problem can be fixed through a number of ways:  

  • Log out and log back into your Aceable account.
  • Force refresh. Press Ctrl-Shift-R if you’re on a Windows computer. Press Command-Shift-R if you’re on a Mac computer.
  • If the above solutions don’t work, try clearing out your browser’s cache. In everyday language, this means clearing out any temporary files you have stored in your browser so that your browser functions more efficiently. Below you’ll find directions for clearing the cache on Opera.

Clearing the Cache on Opera

  1. Once your browser is open, select the settings menu and click delete private data.Opera 1
  2. Click the details button.
  3. If you do not wish to delete cookies, saved passwords, etc., remove checks from them in the list.
  4. Press delete.Opera 2
  5. If you are using the browser, go to History (accessible from the start page by pressing the start button & extended toolbar) and touch Delete All.
  6. Then go to the start page again and touch Settings.
  7. Then scroll down until you find Delete Cookies and touch that.
  8. Log into your Aceable account here.

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