Possible Causes:

• Incorrect email on file

• Account has been marked inactive

• User account was not created yet

Resolution:

Verify you are entering the correct email address. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• Using incompatible internet browser

• User account is not configured correctly

Resolution:

Only use these supported browsers to access CADLearning: Microsoft Edge, Google Chrome, and Mozilla Firefox. Clear your browser cache. Or, try using a different supported browser. If the problem persists, submit a CADLearning Support Request Form.

* Internet Explorer 11 is not compatible.

Possible Causes:

• Email link has expired

• User entered invalid password

• User account is not active

Resolution:

If you were emailed a password reset link, ensure the link was issued within the last three days. Password reset links that are emailed will expire in three days. Ensure the password satisfies the requirements. Password must be between six (6) and fifteen (15) characters, contain at least one upper- and lower-case letter, contain at least one symbol (!@#$&*), and contain at least one number. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• The invitation link has expired

Navigate to the CADLearning site and enter your email to log in. When asked for a password, click “Forgot your password?”. This will complete your invitation and allow you to log in.

Possible Causes:

• Misunderstanding of how progress is tracked on the site

• User selected wrong organization from profile

Resolution:

Roles & Goals progress is earned by answering assessment questions correctly, while Library lessons will display a green check when viewed. If the user account is a part of multiple organizations, ensure the correct organization is selected from the profile.

Possible Causes:

• User does not have a subscription or subscription is expired

• User’s organization subscription could be missing or expired

• User logged in with wrong account

• Library is being blocked by security software, such as a popup blocker

Resolution:

Verify you are logged in with the correct account that has an active subscription. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• Using an unsupported browser

• Using popup blockers, script blockers, or other browser security settings

• Connecting through VPN or firewall

Resolution:

Verify a supported browser is being used—Edge, Chrome, or Firefox. Verify the user disables popup blockers or script blockers. Add “*.cadlearning.com” and “*azure.net” to the firewall whitelist/exceptions. Try using a different browser. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• The download is being blocked by security settings

• The resource link is broken

• Connecting through VPN or firewall

Resolution:

Verify the download is not being blocked by popup blockers, script blockers, or other security software. If the link is broken or the file is now available to download, submit a CADLearning Support Request Form.

Possible Causes:

• The invitation link has expired

Resolution:

Navigate to the CADLearning site and enter your email to log in. When asked for a password, click “Forgot your password?”. This will complete your invitation and allow you to log in.

Possible Causes:

• Billing address is incorrect

• Credit card is expired

• Billing address does not match credit card

Resolution:

Check your address on file for common mistakes. Frequently, users auto-fill the address, and United States fills in as “Un” instead of “US”. Ensure the boxes are checked for “Default” and “Billing”. Verify the credit card is not expired. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• The school email has not yet been added to our list

• The user is not using their school email to sign up

Resolution:

Ensure you are using your school email to sign up. If the email is correct and the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• User already has an account in the CADLearning system

• UA membership is inactive

• The information on the CADLearning sign-up page was changed

• Invalid payment method or address

Resolution:

Verify your UA membership is active, and you click the correct link on the UAOLR site (CADLearning link under External Links tab). Once the CADLearning page opens, verify your account information, and then proceed to the payment page. Verify the payment method and billing address are entered correctly. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• AUGI membership is inactive

• Invalid payment method or address

Resolution:

Verify your AUGI membership is active. Verify the payment method and billing address are entered correctly. If the problem persists, submit a CADLearning Support Request Form.

Possible Causes:

• User already has an account in the CADLearning system

• All required fields are not completed

• Invalid payment method or address

Resolution:

Ensure you don’t already have an account with CADLearning. If you think you do, try to sign in with the email, and the system will tell you if the account does not exist. Otherwise, you will be asked for the password. Clicking “Forgot your password?” will allow you to reset the password for this account. Ensure you complete all required fields. Enter the correct payment method and billing address when signing up for a new account. If the problem persists, submit a CADLearning Support Request Form.

Users may cancel a subscription at any time from the Subscriptions tab within their CADLearning profile. Click your name in the upper-right corner to access the Subscriptions tab, then click Cancel next to the active subscription. This is also the place to renew or purchase a new subscription in the future. If the problem persists, submit a CADLearning Support Request Form.

Cause:

In 2018, both the offline downloadable authorization within the desktop app and the third-party authorizations were shut down. We are no longer able to authorize DVDs or the desktop app offline content.

Resolutions:

• The DVD will allow you to view a limited number of lessons before being required to authorize (This varies and is anywhere from 7 lessons to upwards of 30). Many casual users choose to install the DVD, watch those lessons, then uninstall and reinstall to watch more later.

• With a little IT creativity, the video files on the DVDs should be discoverable and could, therefore, be removed into your personal computer.

• We can offer a 30-day trial free of charge, so you can see the full library of offerings and functionality. Request a 30-day trial using this Support Request Form.

*Proof of authorization request must be provided.

CADLearning does not support offline content.