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Do you have questions about playing a Go2Knowledge video or need technical help? Look through the following help topics. If you need more help, you can always contact us.

General Go2Knowledge Information

General Video Information

Video: Start to Certificate

Technical Difficulties

Helpful Tips

Contact Us

Answers

General Go2Knowledge Information

How does Go2Knowledge work?
We set up a custom training site and send you the link which you can post to your faculty and staff portal or professional development website, email to faculty and staff, or use during an in-service.

When are the trainings available and how often can we access them?
The trainings are available 24/7 and access is unlimited.

How long is a typical training?
Most trainings are 90 minutes long.

Are the training materials (Powerpoints and handouts) available for download?
Yes, all of the materials used in the presentation are available to download.

Are reports available to track our institution's usage?
Institutions receive a report detailing usage to determine return on investment (ROI) and to verify individual participation/completion.

What trainings are available?
View a complete list of trainings (PDF).

How much does it cost?
Pricing is per institution, not per person. See pricing options and more information.

General Video Information

Where do I find the videos?
Find videos after you log in on your school's custom web site page. The web address will look something like:

www.Go2Knowledge.org/schoolname-or-abbreviation

Do you track the videos I watch?
Yes. We send a monthly report to your school that shows log-in data, which videos you watched, how much time you spent watching each video, and evaluation data.

How do I access the training materials?
Click on the Resources link in the upper right-hand corner of the video player to view a list of materials. If you do not see a list, refresh your browser.

Can I get a certificate of completion?
Yes. After watching a video, follow the prompts to complete the evaluation. At the end of the evaluation, you can indicate that you want to print a certificate. Print the certificate or save it to your computer right away; you won't be able to do so at a later time.

What are the technical requirements for viewing a video?
You need a browser that supports HTML5 video: mp4 and ogg formats.

mp4:

  • Chrome
  • Internet Explorer 9+
  • Safari 3.2+
  • Firefox: version 21+ on Windows 7+ and Windows 8, version 22 on Windows Vista
  • Android 2.1-4.3 partial support; 4.4+ full support
  • iOS Safari 3.2+

ogg:

  • Chrome
  • Firefox 3.5+
  • Opera 10.50+

Go2Knowledge videos will play best in Firefox. Internet Explorer 10 & 11, and Chrome should also work. To play in Internet Explorer 9, disable Compatibility View.

Video: Start to Certificate

How do I play a video?
Select a video to watch.
Click the title, fill in the log-in information on the next page, and click the submit button.
On the next page, click the button to start the video.
Audio instructions will play and then the video will start.

Can I pause the video?
Yes, just click on the pause button in the player.

What do I do when the video ends?
Click OK when you see the alert box directing you to complete the evaluation. On the next page, click the button to complete the evaluation. Fill out the evaluation and click the submit button.

Should I fill out the evaluation?
You really should. Filling out the evaluation ensures that the video is properly timed so you get credit for the amount of time you spent watching. (We send usage reports to your school.) Also, you can get a certificate of completion.

How do I get my certificate of completion?
Fill out the evaluation. The last question asks if you want to print a certificate of completion. Select Yes and click the submit button. The certificate page will appear and you should get a print dialog. Either print the certificate or save it to your computer.
You must print or save the certificate right after watching the video and filling out the evaluation. You will not be able to do so at a later time.

How do I get back to the list of videos?
From the certificate page, click the link at the bottom to return to the list. If you elected not to print a certificate, clicking the evaluation submit button will redirect you to the list.

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Technical Problems

The loading symbol displays but the video won't play. What should I do?
Try disabling hardware acceleration.

For Google Chrome browser:

  • Click the 3 horizontal lines to the right of the address bar.
  • Click "Settings"
  • Click "Show advanced settings."
  • Under "System" uncheck the box next to "Use hardware acceleration when available."
  • If the video doesn't load, restart your browser and try again.

For Firefox browser:

  • Click the 3 horizontal lines to the right of the address bar.
  • Click "Preferences" or "Options"
  • Click "Advanced" tab
  • Click "General"
  • Uncheck the box next to "Use hardware acceleration when available."
  • If the video doesn't load, restart your browser and try again.

If you are using Internet Explorer, you need to adjust hardware acceleration within the Display Settings on your computer. Depending on the Windows version you are using, you can usually get to the settings through the Control Panel > Appearance and Personalization. See these instructions from WikiHow.

The video is not playing properly. What should I do?
Go2Knowledge videos will play best in Firefox. Internet Explorer 10 & 11, and Chrome should also work. To play in Internet Explorer 9, disable Compatibility View.

If the video won't load, it freezes, or playback is erratic, try these steps:

How do I clear the browser cache?
Find your browser and operating system in the list below and follow the steps.

Internet Explorer

  • Click Tools on the Internet Explorer menu bar
  • Click Internet Options
  • Click the General tab
  • Click the Delete button in the Temporary Internet files or Browsing History section
  • If you're presented with a list of options, check Temporary Internet files and website files only
  • Click the Delete button
  • Click the OK button to close the Internet Options dialog box
  • If you still have a problem, repeat the steps above and restart the computer.

Firefox- Windows and Mac

  • Click History on the Firefox menu bar
  • Click Clear Recent History on the Edit menu
  • Select Everything in the Time range dropdown list
  • Click Details so you can see the options
  • Put a checkmark next to Cache only
  • Click the Clear Now button
  • Restart the browser

Chrome- Windows and Mac

  • Click the hamburger icon (3 lines) to the right of the address bar
  • Select More Tools
  • Select Clear browsing data
  • Select the beginning of time from the dropdown box
  • Check the box next Cached images and files
  • Uncheck the boxes next to the other items
  • Click Clear browsing data
  • Restart the browser

Safari

  • From the Safari menu, select Reset Safari
  • From the menu, check the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data removes both cookies and cache.
  • Restart the browser

Opera

  • Click Edit on the Opera menubar
  • Click Preferences on the File menu
  • Click the History and Cache menu
  • Click Cache
  • Click ok to close the Preferences menu
  • Restart the browser

If your browser or browser version is not listed here, do an internet search with "[browser name] clear cache."

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Helpful Tips

How do I take a screenshot?
Sometimes, it's just easier to take a screenshot: a picture is worth a thousand words. :-)

Windows

  • To take a screenshot of the full screen, press the Print Screen (or Prt Scn) key.
  • To take a screenshot of a window, hold down the Alt key and press the Print Screen (or Prt Scn) key.

Mac

  • To take a screenshot of the full screen, hold down the Command and Shift keys and press 3.
  • To take a screenshot of a window, hold down the Command and Shift keys and press 4; then immediately press the space bar. Move the camera cursor icon to the window to be captured and click.
  • To take a screenshot of a selection, hold down the Command and Shift keys and press 4. Click and drag to outline the selection.

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Contact Us

Should I do anything before I contact you for help?
If you're having technical problems, please try these troubleshooting steps first and tell us the results:

  • Clear the browser cache
  • Restart your computer
  • Watch a different Go2Knowledge video. Do you get the same problem?
  • Watch the Go2Knowledge video with a different browser. Do you get the same problem?
  • Watch the Go2Knowledge video on a different computer. Do you get the same problem?

What information should I provide when I contact you?
Whether you call or email, please give us the following information:

  • The name of your school

If you're having technical problems, please give us the following additional information:

  • Your operating system and version
  • Your browser and version
  • All the troubleshooting steps you tried (from the question above and any other steps you thought of) and the results.
  • If you get an error, please note the exact wording and code, if any. Take a screenshot
  • The time the error occurred.

Who do I contact if I need help?
If you have any questions, need technical support or help with videos, please email us or call 303.955.0415.
Your instructor or program director can answer questions about credit or program compliance.

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