FAQ

New students will receive an email to their University email account in mid-August. Check your email and junk mail, and if you have not received the email by mid-September, contact sa-newstudentreq@ucsb.edu. 

Please review the Troubleshooting Guide and the minimum system requirements.

Our online courses work best with Google Chrome and Firefox browsers. Try accessing the course from another browser, which will most likely resolve the issue.

Additionally, you may want to review the Troubleshooting Guide and the minimum system requirements.

This most likely means your internet connection is having a hard time loading the videos. The video file is trying to load, but is not able to load far enough ahead (buffer) to keep up.

First, always make sure you are using the most up to date version of your browser for optimal performance.

Here are some tips for general users to follow:

1. If you are experiencing freezing, looping, or starting then stopping, hit the "Pause" button (just once) and wait for the video to buffer. It can be tempting to stop/start the video, or click around to get things moving faster, but this can hurt the loading speed more, and even prompt the video start from the beginning again. You can watch the playbar to see how the loading is going. The more you let the video load, the smoother your experience will be.

2. If you are experiencing looping or the next arrow does not trigger, try hitting “Back” or refresh the page to try and trigger the next arrow.

Try this first:

1. Switch browsers. Use Chrome or Firefox when you can instead of IE.

2. Update your browser to the most recent version.

3. Clear Cache: http://www.wikihow.com/Clear-Your-Browser's-Cache

If you still can’t load it, try the following: 

1. Close all other applications and tabs (i.e. iTunes, Facebook, YouTube, etc.).

2. Ensure course is in its own browser window, not within a frame of the school portal or email client.

3. Reboot the computer.

4. If on a wireless connection, try a wired connection.

5. Disable all popup blockers and 3rd party toolbars.

6. Try accessing from a different network connection (computer lab, home, library, etc.).

If you seem stuck, your screen may be zoomed in too much causing you to miss a prompt or navigation button.

To reset your zoom:

• On a PC or Chromebook, hit "control 0 (zero)"
• On a Mac, hit "command 0 (zero)"

If that doesn’t work, try the following:

1. Switch browsers. Use Chrome or Firefox if you can, instead of Internet Explorer.

2. Check and update your browser to the most recent version: http://www.whatismybrowser.com 

3. Clear Cache: http://support.everfi.com/sims/helpcenter/common/layout/SelfhelpArticleView.seam?inst_name=_Everfi&article_id=2020-1480216

Yes, all answers are strictly confidential.

All new students must complete the online courses. If you would like to discuss your individual situation, please email sa-newstudentreq@ucsb.edu.