Frequently Asked Questions

• What if I haven't received my Welcome email with my username and password?

  If you do not receive an email from elnhq, please check your junk/spam email folders as they are occasionally filtered there by mistake. Alternatively, you can also ensure you add the elnhq.com domain to your list of trusted sites in your spam filter.

• I received my welcome email from ELN Admin but can't log in using the password provided.

  Cutting-and-pasting the password from the email into the ELN Log In password field could be causing the problem. Write down your password on a piece of paper exactly as it appears in the email. Go to the ELN Log In page. Then type your password into the ELN password field. (Your password is case sensitive so be sure to note upper and lower case characters.)

• How do I change my password?

  You'll need the password that was included in your ELN Admin Welcome email the first time you log in. Once you're in the ELN Learner Dashboard, click on the "Profile" tab, then click on the "change password" link. Choose a password that's easy to remember.

• I forgot my password, now what?

  On the login page click on the "Forgot your password?" link. Enter your username in the field provided and we'll email you a link for changing your password. The email will be sent to the email account we have on record for you. Your username is what you use to log into the ELN, and is typically your first name followed by your last name separated by a period (example: steve.smith).

• I'm having trouble logging on and heard that clearing my cache could resolve the problem. How do I clear my cache?

  Browsers tend to cache Web pages, passwords and images and keep them. This means the browser is accessing a version of your page it saved before any updates were made to the website. Therefore, you need to try and clear your cache. To Clear Your Cache 1.Delete all references of your link in your favorites. 2.Clear the file cache in your browser (temporary internet files, cookies and passwords). 3.Shut down all instances of your target browser. 4.Reopen your browser and navigate to your website.

• Video Playback Control: Why can't I use the slider control on the video player to manually rewind or advance the video?

  The files are very large and are actually loading during playback. The slide control doesn't work until the entire file has loaded. If you watch the entire video segment and then click on the "play again" button you will be able to drag the slide selector to the portion of the video you'd like to review.