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The eLearning Center Problem Solver - Wizard

I do not have the web address (URL) for my eLearning Center.
  1. Most eLearning Centers can be found from the MentorU web site www.mentoru.com then click on Our Clients to find your eLearning Center.
  2. Your organization's computer Help Desk or User Support department should have this. Their contact information is available on the main Support page.
  3. Otherwise, get the address from your eLearning project leader (available on the main Support page).
  4. If your company or organization has arranged access for their employees/members, then your Internet page or Intranet may have the address.
  5. In certain situations users may not have an assigned eLearning Manager, then contact the Systems Administrator (available on the main Support page).

I do not have my user name or password.
  1. In most cases your User Name is your e-mail address. If so, to retrieve your password use the I Forgot My Password link on the eLearning Center Logon page.
  2. Your organization's computer Help Desk or User Support department or project leader will have this. Their contact information is available on the main Support page.
  3. Otherwise, get the address from your eLearning Manager (available on the main Support page).
  4. If your company or organization has arranged access for their employees/members, then your Internet page or Intranet may have the address.
  5. In certain situations students may not have an assigned Manager, then contact the eLearning Center's Systems Administrator (available on the main Support page).

I put in my user name and password then it displays "The username and/or password you provided were not recognized."
  1. You may have typed your user name or password incorrectly. Click on Log On and try again. Note: capitalization (upper case/lower case) is not important here.
  2. Make sure you did not add any extra spaces before or after your user name or password.
  3. Your browser has temporary cookies (also known as per-session cookies) turned off. Instructions to fix this are in the Getting Started Support page.
  4. Otherwise, verify your username and password from your eLearning project leader (available on the main Support page).
  5. In certain situations users may not have an assigned eLearning Manager, then contact the Learning Center's Systems Administrator (available on the main Support page).
  6. Your enrollement period may have expired. Check with your eLearning Manager.

How do I get a Special Access Code?
  • Access Codes may be given out by the organization or expert that owns this eLearning Center. Contact them directly for more information. Their contact information is available on the main Support page.

Managers/Administrators: Troubleshooting Tips
  1. The user's begin and end dates must be valid. Check this in Manage My Team/Edit Student Data.
  2. The specific office/location (aka child organization) that the user is assigned to must have valid begin and end dates. Check this in Manage My Team/Location Chart.
  3. The top level organization that this user belongs to must have valid begin and end dates. Check this in DBManager/Edit Organization.
  4. The record that enables access to this eLearning Center for this top level organization must have valid begin and end dates. Check this in DBManager/Organizations Accessing This Site.
  5. The eLearning Center may be disabled. Check this in DBManager/Edit Private Site Parameters.
  6. If the correct eLearning Center logon page is not accessible, and if for this eLearning Center students normally use a custom domain name that points to MentorU (e.g. "www.mylearningcenter.com") there may be a problem somewhere and that address is not getting to our web server correctly. An alternative address is always available: use http://www.mentoru.com/lc/xxxxxx where xxxxxx is the site address extension found in Edit Private Site Parameters.