Report Problem

To report a technical problem or get troubleshooting help

The best way to report a technical problem is to send an email to support@extralearning.org. Please have as much of the following information available as possible when contacting us with a technical problem:

1. Error Information:

a. When does the error occur? What actions or steps produce the problem?

b. What is the exact error message, or what happens - exactly?

c. Was it running problem free before the error occurred?
If yes, was any new hardware or software installed recently?
Were there any upgrades to
Did the problem happen after a power loss?
Did the problem happen after the server or Network Attached Storage server was unplugged?

d. Does it happen only on one machine?

e. Can you repeat the problem?

2. Were the required software downloads and plug-ins installed? (See Installation Downloads.) Does your system have an e-Library or e-Nexus (Network Attached Storage server for local storage of videos, etc.)

3. What operating system are you using? What version?

4. What Web browser are you using?

5. Computer hardware information: brand/model, processor type/speed, memory, hard drive size, free hard drive space?

To report a dead e-Link

Send an email to support@extralearning.org

§ Put “dead e-link” in the subject heading.

§ Enter the e-Link number in the body of your message (e.g. e-Link [1-251])

To report errors in tests and curriculum

Thank you for taking the time to let us know about possible errors.

Send a fax with a copy of the error circled to (703) 683-6186, or send an email to support@extralearning.org. In your fax or email, please:

§ Put something like: “e-Test error” or “e-Book typo” in subject heading

§ Describe exactly where the error is. For example:

Subject: e-Book 121111 typo
Message: page 6, last paragraph. “peak” should be “peek”