Receiving errors or not being able to complete a task is never fun. For our team to assist you, it helps to have the error that is actually occurring. This way our team can pinpoint where the error is coming from and offer a faster solution.
There are a number of reasons why you may not be able to log in or play videos, or have other issues. The first step is to make sure that the video you are attempting to watch is included. While the Basic and Plus plans have access to our entire course library, Free accounts have access to a limited number of courses. To verify your subscription type, check the “Membership” tab of your Account Settings here. If you are on the Free membership, you can find our list of currently available courses here.
If you are still experiencing issues, the most common fix is simply clearing your cache and accepting the correct cookies - look here and here.
If it is a more complex reason, please take screenshots of your console errors and diagnostics page and send them to our support team, including an explanation of the issue you are experiencing. This will help us assist in this more complex troubleshooting.
Along with those screenshots, confirm for us whether you are able to view this video.
1. Open up the developer tools in your browser that you are using to watch our courses;
- Chrome: F12 key
- Firefox: Ctrl+Shift+J
- Internet Explorer: F12 key
- Chrome: Cmd+Option+J
- Safari: Option-Cmd-C
- Firefox: Cmd+Shift+J
2. Reattempt the process that is not working correctly. I.E., if you are not able to log in, try logging back in or if a video is not loading, try reloading the video.
3. In the developer tools, you will have multiple tabs to choose from. Please go to the "console" tab as that will provide any relevant errors. Most console errors will show up in red (see below):
ERR_NAME_NOT_RESOLVED - A common error message when your browser is unable to access our platform's user profile service or pricing database. Generally speaking due to misconfigured DNS servers, corporate firewall policies blocking access to Google (which we use for a database called Firebase) and some countries that block Google as well.
401 Unauthorized or 403 Forbidden - Usually video playback error messages that tend to appear when your account's authentication token has expired. Please log out and then back in to ensure that this is refreshed.
A cookie associated with a cross-site resource at <URL> was set without the `SameSite` attribute. A future release of Chrome will only deliver cookies with cross-site requests if they are set with `SameSite=None` and `Secure`. You can review cookies in developer tools under Application>Storage>Cookies and see more details at <URL> and <URL>.- This one is Chrome specific. You can edit these settings by going to chrome://flags/#same-site-by-default-cookies and then clearing your cache and cookies.
1. Open this page in your browser: https://acloud.guru/diagnostics
2. Take a screenshot of the page and send it to our team, together with the screenshots of your console errors.
Our team responds to most tickets in under 4 hours during business hours! We truly care about your success and getting you up and studying as soon as possible.