Support help for Mobile Devices and Computers

System Requirements

Raz-Kids is compatible with most computers that are connected to the Internet.
If you experience technical difficulties while using RAZ-KIDS, try clearing your browser’s cache. Recommended browsers:  Firefox or Google Chrome.

TECHNOLOGY

Make sure you have the right tools.

Windows or Mac Computer iPad or Android Tablet*
·      Internet connection broadband is best·     Current browser with Adobe Flash·     Head set (best). Alternatively, a microphone and speakers *Wifi connection*Current app from your device’s app store* Built-in microphone and speakers

 

Clear Cache & Cookies

PC – Safari

Safari is no longer supported for Windows and has not been updated since 5/9/2012. Please switch to Chrome or Firefox to make sure you have an updated browser with the latest security implementations.

Safari for Windows, version 5.1.7
1.      Click on the gear icon
2.      Click on Reset Safari
3.      Select which items to clear
4.      Click Reset

PC – Google Chrome for Windows, Versions 30-36

  1. Click on the Chrome menu button
  2. Select Tools
  3. Click on Clear Browsing Data
  4. In the drop down menu select “The beginning of Time”
  5. Select the types of information you want to remove by checking the boxes
  6. We recommend the top 4 only: Browsing history, Download history, Cookies and other site and plug-in data, Cached images and files
  7. Click the button “Clear browsing data”

PC – Mozilla Firefox for Windows Versions 22-31
1.      Click on the Firefox drop down menu button (top left of browser window).
2.      Select Options, then click on Options
3.      Click on Advanced (gear) option in the pop up window that appears
4.      Choose the Network Tab
5.      In the “Cached Web Content” section, click the Clear Now button
6.      Click the OK button

Tablet – iPad(iOS 7.1.2)
1.      From the main screen click on settings (gear)
2.      Scroll down and find the RAZ-Kids app
3.      Slide the Reset Cache button until it shows green

Tablet – Android 4.0+ 
1.      Click on settings in the main menu
2.      Click on App Manager (Applications)
3.      Find the RAZ-Kids app
4.      Click on Clear Cache

Below are links to enable cookies for each browser for PC and MAC.

 PC – Google Chrome for versions 30-36 

1. Click the menu button (top right corner)
2. Select settings
3. Near the bottom of the page click “Show advanced settings”
4. Select “Allow local data to be set (recommended)”
5. Click Done to save

 

PC – Mozilla Firefox for versions 25-31

1. Click the menu button
2. Select Options
3. Select the Privacy panel
4. Set “Firefox will:” to “Use custom settings for history”
5. Check the Accept cookies checkbox
6. Select Always in the Accept third-party cookies option
7. Select the Keep until they expire option
8. Click OK

 

Mac – Safari 5.1 (OS X Lion) 

  1. Open Safari if it is not already open.
  2. Choose Safari > Preferences, and then click Privacy.
  3. In the “Block cookies” section, specify if and when Safari should accept cookies from websites. To see an explanation of the options, click the Help button (question mark).
  4. If you want to see which websites store cookies on your computer, click Details.

Safari 6.0 and 7.0 (OS X Mountain Lion)

  1. Open Safari if it is not already open.
  2. Choose Safari > Preferences, and then click Privacy.
  3. In the “Block cookies” section, specify whether Safari should accept cookies from websites, and when. To see an explanation of the options, click the Help button (looks like a question mark).
  4. If you want to see which websites store cookies on your computer, click Details.

 

Login Difficulties

If you are not sure what your login information is, My Reading Mentor would be happy to send you a new one. If you continue to experience difficulties, your browser may have stored the error page in its memory for faster processing. Clearing the browser Cache will force the browser to communicate with the website rather than relying on its stored snapshot. We find this solves most login difficulties.

You may also need to update your security software (firewall) to allow access to our site by adding an exception. If you are not sure how to make an exception, we recommend contacting either your Internet Service Provider, or the security software company.

Audio Recorder

For assistance using the record feature on Raz-Kids website:

Audio Recorder Error Message

If you receive an error message when using the Recording feature on one of our student-centric products, your device settings may be blocking the microphone.

1.      Right click on the audio recorder tools
2.      Select Settings
3.      Select the Microphone icon
4.      Select allow and remember
5.      Close the window

If the audio recorder is still not available, it may be necessary to adjust Firewall settings to allow access. If you use a third-party firewall check the companies website for appropriate settings.

Audio Recording Stops After a Few Seconds

 The recorder will stop recording automatically after 10 seconds if no sound is detected. Make sure your microphone is connected properly and that the student is speaking loudly. If the microphone is connected properly and the recording continues to stop automatically, ensure the microphone settings are on and the volume levels are appropriate.

1.      Right click on the audio recorder tools
2.      Select Settings
3.      Select the Microphone icon
4.      Select the appropriate microphone from the drop-down menu
5.      Adjust the volume until the indicator flashes green
6.      Close the window

 

Online Quizzes-Questions Are Not Being Read

Quiz audio is only available for level aa-G resources. If the student is listening to a resource within these levels and there is not audio playing, please check the following.

  1. Make sure the volume is not turned down or muted on the computer itself
  2. Make sure the volume is not turned down on the speakers (or turned off, and plugged in)
  3. Make sure the headphones or speakers are plugged into the correct audio port on the computer

Because RAZ-Kids uses Adobe Flash, the global settings will have to be set to allow audio playback.

To verify that Adobe Flash player is installed, please go to this website:
http://get.adobe.com/flashplayer/

You should get a message stating that your browser already has Flash installed, if not please update or install Flash.

To get information on Adobe Flash global settings, please go here:
http://helpx.adobe.com/flash-player.html

 

Mobile Apps

The Raz-Kids Mobile APP. is free to download.

No Access to Microphone through Mobile App

Sounds like the Microphone Privacy settings need to be adjusted to allow the Raz-Kids app access.

Apple Mobile Devices

  1. Select Privacy within Settings
  2. Select Microphone
  3. Toggle the sliderto the on position (green) for Raz-Kids

Android Mobile Devices

  1. Select the Raz-Kids app within Settings
  2. Select Audio Record within the Permissions section

Mobile App Doesn’t Load Correctly; Level Didn’t Progress using Mobile App;  Not getting Check-marks through Mobile App; Difficulty Logging In through Mobile App

This is likely caused by an outdated operating system or version of the app. We recommend uninstalling the Raz-Kids app, updating your operating system (if needed), and reinstalling the Raz-Kids app.

To uninstall:
iPad: Click and hold app icon to remove.
Android: Select the Raz-Kids app from within the Application Settings and click uninstall.

To reinstall:
Visit the appropriate app store and download the app again.

If you continue to experience difficulties after updating your operating system and Raz-Kids app, please contact: info@myreadingmentor.com

 

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