Try each step in order and check if it resolves the issue.  If you get through all the steps and it is still not resolved, please contact us for help.


  1. Ensure user‘s browser is HTML 5 compliant
  2. *Ensure user is defined as an Administrator in the Admin Portal
  3. *Ensure User status in Admin Portal says “Active”
  4. *Have Admin Reset Users Password from the Admin Portal


* An administrator must perform this step