Client Question Corner
Welcome to our client knowledge centre. Find answers to 4 Seasons' most commonly asked client questions and helpful links here.
Watch here for instructions on how to navigate your course.
Let's get started.
Troubleshooting: Sign In Issues
Learners having technical difficulties? Follow our easy checklists to help them solve their dilemma.
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Is your learner having a problem signing in? Make sure they've checked their quarantine, junk, and spam email folders for their welcome email. We also recommend having your IT whitelist @reconciliationeducation.ca email addresses to prevent widespread issues.
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Ensure the learner is signing in with the email address they were registered with (i.e., their organization email address and not a personal one). They can sign in using their registered email address on our global sign in page, courses.reconciliationeducation.ca . Any learners who need to sign in can be directed to that link, or our help desk article here: https://help-section.reconciliationeducation.ca/knowledge/where-do-i-go-to-log-in-to-the-course
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Learners who need to reset their passwords can do so from the sign-in page by clicking "Forgot Password?", or by accessing the Password tab through the My Account button on their course homepage.
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If the sign in page is not displaying correctly, ensure that the learner is using a desktop or laptop computer, and NOT a tablet or smartphone; as well as one of our approved browsers (Google Chrome, Firefox, Edge, Opera).
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Our best advice? Encourage your learners to bookmark the FAQ page and the custom sign in link provided to them in their welcome email. If your internal email server allows, encourage them to flag or star the email as well so they can always come back to it.
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Finally, if your learner is stuck on account setup or needs some visual assistance with the course (which can be difficult in the age of satellite offices and social distancing), you can always direct them to the user FAQ page (the link it also in their welcome email and available in-course at any time) to view the helpful videos we have available. Those can be found here: https://courses.reconciliationeducation.ca/pages/learner-faqs
Troubleshooting: Videos and Quizzes
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If your learner is seeing a "translation error" or "forms.gle refuses to connect" error, don't worry; ask your learner to sign out of the course and sign back in after 15 minutes.
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If videos or quizzes are not displaying properly, ensure the learner is using one a desktop of laptop computer, NOT a tablet or smartphone; and that they are using an approved browser (Google Chrome, Firefox, Edge, Opera) to run the course.
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Video or quiz errors commonly appear while content is being updated - as our courses are always live, if a learner is accessing a course element while it is being updated, it may cause display errors. Signing out and signing back in after 15 minutes is often enough to resolve the error.
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Closed captions are available in our videos. To activate them, click on the CC button on the video screen (on the actual video, on the same bar where you can see the pause, volume, and play buttons).
Troubleshooting: Certificates
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If your learner has not received their certificate, please ask them to confirm that their course progress is 100%. They can check this from their course dashboard. If their course completion is not 100%, they have missed completing a section and their certificate has not been issued.
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If the user needs to complete a section, direct them to the navigation video available on the Learner FAQ page or our help desk article: https://help-section.reconciliationeducation.ca/knowledge/help-my-progress-is-not-being-marked-complete
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If a learner wants to retrieve their certificate, they can find it in their account any time. From the course dashboard, go to My Account, then Certificates.
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Certificates are only generated when the following conditions are met: the learner has completed 100% of the course; the user is using a valid email address; and the user has completed the final quiz with a grade of 70% or higher.
FAQ
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Where do I go to log in to the course?
We recommend watching the account setup video at the top of the page for helpful information; and bookmarking courses.reconciliationeducation.ca (the sign in page) and the page you're on now (our FAQs) to help you.
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How do I reset or change my password?
On the main sign-in page, click "Forgot Password?" to be guided through the password reset process. If you're already signed in to the course, click the "My Account" button on the site, and then click "Password".
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How long does the course take?
The course takes approximately 3 hours to complete, in as many sessions as the user chooses.
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Do I have to finish the course in one sitting?
Our courses are designed so that you can take your time and pace yourself as you like to complete the course. Unless your employer or institution has instructed otherwise, courses can be completed at the learner's pace and without a deadline.
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What are the system requirements for the course?
While the course is available on a mobile site, we encourage users to use a desktop or laptop computer rather than a phone or tablet. Using a mobile device may cause issues with video and quiz functionality and features. This course does not support Internet Explorer. Browsers that can be used to access the course include Google Chrome, Mozilla Firefox, Safari, and Opera.
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My video or quiz is showing a translation error, or "forms.gle" error. What do I do?
Make sure that you're using a laptop or desktop computer, and one of our approved browsers (check our system requirements above). Sign out of the course, wait 15 minutes, and sign back in. These errors are time-based and should reset after 15 minutes.
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How do I get my certficate?
Once your course completion is 100% and you have received a passing grade on your Final Quiz, your certificate will be emailed to you directly. You can also access it by clicking "My Account" and then clicking "Certificates".
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Help! My progress isn't being marked complete.
Generally, users who experience this issue need to click the ‘Complete & Continue’ button at the bottom of the page. If you cannot see it, it may be one of the following issues: 1) Our course is best viewed from a computer, not a tablet or phone. If you are using a tablet or phone, please retry the course on a laptop or desktop computer. 2) If you are using Internet Explorer, please try Google Chrome or Firefox as your browser. 3) Ensure that your browser is not blocking media. Some browsers will block video plugins for unfamiliar sites, preventing the videos from playing. 4) Finally, close and restart your browser. Some browser applications, such as Firefox, will display issues with media files when they are not properly updated. Often, simply restarting the application is enough to fix this. After your first slideshow – you will see directly below the slideshow a blue button that you can click on. It reads ‘Complete and Continue’. That is the button to look for at the end of each segment to ensure your progress is tracked. You might need to scroll down with your cursor to see the button.
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I'm stuck in the course - I can't go forward!
Make sure you click the "Complete & Continue" button at the bottom of the page to mark your progress and advance to the next section. if you can't see the button, you may need to scroll down to see it on the page.