FAQs Archive - mLearn FAQs

Q: I keep getting, “Oops, there are duplicate usernames in your import! ... error message when I upload the student’s list.

There are repeat students listed in your CSV. You can easily find them by sorting the student list by name. Remove the duplicate names and try to upload again.

Q: Missing continue button? Continue button is hidden, can't find it?

Sometimes you are in a pop up and the continue button is hidden, below the fold. This is a bug we are working and trying to resolve. In the meantime, try to move your screen smaller or larger.

Q: My answers are not showing up after I completed them and click on the right one?

Each lesson preloads when you enter it, if you leave for awhile and come back make sure you refresh you page. Sometimes you can complete a couple questions and then when you finish the lesson your browser has timed out. If you get "Try Again" pop-up message when you clicked the correct answer should refresh your browser and resubmit your answer. If "Try Again" occurs again, move on and come back to this question later. If "Try Again" happens again try clearing your browser history and see if that fixes it. Also, check your browser extensions. One of them may be affecting the course. For more information on how to do this, got to browser extensions page. Otherwise, contact Customer Care at 800-533-8095 . They will want to know which question "Try Again" is occurring, your browser and OS version. To learn more about how to get this info go here .

Q: I am getting an error message or unable to upload my photo.

If you are getting the error message below, your photo is too large. Try saving the photo at 10 mb or less. If you are getting the message that an image is not valid, as shown below, make sure your image is jpg (jpeg), png, or gif. If your upload is spinning and spinning. Check your internet and wifi speed here https://www.speedtest.net/ . You will need at least 5 Mbps. If nothing is happening when you select the image, try clearing your history/cache and then retry or use a different browser. You may have an extension that is blocking this function. On mobile devices, please do not use the “Take Photo or Video” option. The image and video will be too large. On mobile devices, if you choose to use your photo library and navigate to the photo you want to upload, before you select done, check the size of the photo. On Apple phones, you can select “Customize” and then select the image size. If you continue to have issues please contact Customer Care at 800-533-8095 .

Q: I can't find the continue button, what do I do?

If you submitted an answer to a shared response and you are viewing all the classmates answers, but can't find the continue button, seen below. Try resizing your browser window, by moving the mouse to the edge of the screen. Then move the browser window smaller or make the height longer, till you see the continue button. If you continue to have issues please call Customer Care at 800-533-8095 .

Q: What does CRSF token is invalid mean?

If you get an error message that says "CRSF Token is Invalid." it means that your browser has timed out. You need to refresh the browser and try again. If you get the message again, try using another browser or clearing your browser history. Additional Tips: Make sure you are using a supported and up-to-date browser for the best experience and security. If the problem persists after trying these steps, you may want to contact Customer Care for further assistance at 800-533-8095 1.

Q: Why is my username student's password not working anymore?

First check with the student and verify wether or not the user reset his or her password. If they have not, please reset the student's password on the student's profile page. For directions on how to reset a student's password, go to " How to Edit Student's Profile & Password ." Call Customer Care if further questions or concerns at 800-533-8095 .

Q: Do not use Internet Explore Anymore!

If you are using Internet Explore switch to Edge or Chrome. Microsoft stopped supporting IE in 11/2020.

Q: I get an error when I try to upload or save students to a section?

First off, if you are using Internet Explore switch to Edge or Chrome. Microsoft stopped supporting IE in 11/2020. If you are uploading a CSV, make sure you are saving it out in CSV format. When using Chromebook, you will have to use Google Sheets. Here is how to save out in Google Sheets a CSV: Open Google Sheets Click on the “File” menu, then click on the “Import” button. Click on “Upload” on the far right side of the “Open a file” menu bar. Select the correct import settings for your file. Enter the students information. To export your spreadsheet again as a CSV, you can just go to the “File” menu and select “Download as.” There, select “Comma-separated values”. If you are getting errors that username or email already exists try adding different numbers to the username. For emails you will have to check to see if the students already exists. All existing students cannot be added in add section student. They will need to enroll into the section. Call Customer Care if further issues are occurring at 800-533-8095 .

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