Try These Steps Before Submitting Form for Help

1. I refreshed the page. Sometimes it's that easy.
2. I got a fresh start. Clear your cache and delete your cookies. (Google Chrome | Internet Explorer) Try it in an InPrivate or Incognito window. (Google Chrome | Internet Explorer) Log out of PLRB.org and log back in.
3. I changed my setup. Try another browser. For example, if you use Internet Explorer, try Google Chrome. If you can use another computer or even another WiFi, try that.
   • If you use Internet Explorer for most things, consider switching to a modern browser instead. Microsoft itself recommends switching to Edge. Google Chrome (linked above) or Mozilla Firefox are other examples of modern browsers.
4. Do you have a VPN? If your company requires you to log into a computer remotely, you may experience issues with streaming video. The first computer has to stream the video once, then stream it again to the computer you are using. If you can, log into PLRB.org outside of the VPN.
   • I don't have a VPN.
   • I have a VPN and was able to turn it off, but I am still experiencing the issue.
   • I have a VPN and I am unable to access PLRB.org outside of the VPN.
5. Do you have a firewall? If you are using a company computer or if your company places restrictions on your computer when you are logged into their site or their program, your company may have a firewall. Try logging onto PLRB.org on another computer that is not restricted by your company; if that works, we know to contact your IT to get our site whitelisted.
   • I don't have a firewall.
   • I have a firewall and was able to turn it off, but I am still experiencing the issue.
   • I have a firewall and I am unable to access PLRB.org outside of the firewall.

If you've tried all of the above and are still having trouble, it may be a more complicated issue. Let's narrow down what that issue could be with some targeted questions.

6. Automatically Collected Information. No error information was automatically collected.
7. Are you on an LMS? If you are accessing this site in any way other than typing in "PLRB.org" into your browser and logging in, you are probably on an LMS. Open a browser window, type in "PLRB.org", and log in to try some videos. If that works, we know it's an issue with the connection between PLRB and your LMS, and we can look into that.
   • My company does not use an LMS.
   • My company uses an LMS, but I am still experiencing the issue when I access PLRB.org directly.
   • My company uses an LMS and I am unable to access PLRB.org outside of the LMS.
8. Do other videos work for you? If a video is involved in your issue, try some other videos and see if they work.
   • Not even YouTube videos and/or videos elsewhere on the internet work for me. (You will likely need to address a larger issue with your company's IT.)
   • Other videos at PLRB.org, such as this one, do work for me.
9. Describe your issue in detail. Include the name of your LMS, if any, and whether you are working from home or in the office.
10. Click the Submit button to the left to send PLRB support an email with the above information.