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Technical Support for our Online Programs





How to Access Programs

  • To Access your Online Programs, Log In to your account at https://understandmen.com/login.php
    • (Click Forgot Username or Forgot Password if you don't remember)
  • On the My Account screen, select "Access Online Programs"
  • Select the Program Title

The program is available to watch at your own pace and as many times as you like! pleasure.You will have access to the program from your date of purchase. If your access expires before you complete, you can purchase additional access by clicking "Get More Time".




"Next" Button Isn't working

Completely watch the video first. This enables the browser to correctly track your time and enable the "Next" button for your continuation.

If you completely watched the video and the button still says "Next (available in x minutes)", there could be a privacy or antivirus setting preventing your browser from tracking time.

Or, if you've had the screen up for a long time with the video paused, your browser may need to restart to track the correct time.

If the "Next" button says "Next (available in x minutes)" OR clicking "Next" doesn't do anything, try these steps:

  • Reload the page
  • Log out of understandmen.com and log back in
  • Quit and restart the browser
  • Make sure your privacy settings allow javascript to track your time
    • For example for Chrome, it's in:
      • Settings -> Advanced -> Content Settings -> Javascript
      • It should say "Allowed"
  • Check any antivirus settings you might have for anything that might block javascript in the web browser
  • Try a different web browser application if you can: Chrome, Firefox, Safari, etc.

If the above steps don't solve the problem...




Video Isn't Loading

The quality of your video depends upon your Internet Connection Download Speed. The minimum download speed required is 1 megabytes per second (Mbps). To find out your download speed, click on "Go!" at this link: http://www.speedtest.net/.

If your video isn't loading:
  • Check your download speed. If your download speed is less than 1 Mbps, increase your download speed through your internet service provider.
  • Close other applications and browser tabs on your computer to free up bandwidth.
  • If you're using wifi, try using a wired internet ethernet connection instead.
  • Make sure you're using the latest version of your browser: ( Chrome / Firefox / Safari / Opera / Internet Explorer )
  • Ask others who are using the same internet connection to refrain from downloading large files or streaming video (like Netflix).



Video is Buffering / Pausing / Stopping / Frozen

If the video is getting stuck (or freezing or stopping), that's usually related to network traffic. Frequent buffering can occur when your internet bandwidth does not support playback of the selected video quality. It can also happen when there are fluctuations in your internet service (this can happen during peak usage times in your area). Best thing to do is to try lowering the video quality so that it will need less network.

To reduce buffering or pausing while playing the video:

  • Change the video quality in the lower right of the video. Click the wheel-like icon to change the quality setting. Try "Auto" first; if that doesn't improve the playing, choose one of the lower numbers. The lower the number, the less network bandwidth it needs and the less prone it will be to freezing. To change the quality setting on mobile devices:
    • When the video is *not* full screen (eg, before you start playing the video, or hitting "Done" from fullscreen video mode to go back to the webpage), you can tap on the little wheel in the lower right
    • That should pop up a horizontal-scrolling choice of video resolutions (eg 1080p, 720p, 540p, 360p)
    • Choose 360p if it's not already selected
  • Close extra browser tabs, windows or other open applications that may be using extra bandwidth. If you have anything else that's downloading or using the internet data at the same time on your same network, try doing those at a different time. For instance, if anyone else on your network is streaming other video like Netflix, or an online PC or Xbox game, downloading files, or syncing Dropbox, etc.
  • Try improving the reliability of the network connection:
    • If you're using celluar data, try using a wifi connection instead. Cellular data in particular can vary or have limits of the amount of data usage while streaming, which can cause more pausing and buffering.
    • If you're using a public wifi connection, use a home or private wifi connection.
    • If you're using a wifi connection, try switching to a wired ethernet connection.
  • Try accessing it during off-peak times, when there's less network traffic from others in your area (since broadband traffic is often shared in a neighborhood).
  • Pause the video for a little while and let it buffer more of the video before playing it; if buffers the entire thing, then it shouldn't freeze while playing. In the progress bar at the bottom of the video, the solid grey part of the bar indicates how much it has buffered and you should see this grey part of the bar increase over time.
  • Try using a different browser, like Google Chrome; we've seen a few situations where it can behave a little better.
  • Check also the videos at these URLs to see if they play okay:
  • See also Vimeo's help page for Playback quality and buffering issues



Video Isn't Playing Audio

If you're experiencing no audio when watching a video:

  • Check the volume on the video player -- the small vertical bars in the bottom right corner of the video should all be blue instead of dim or dark grey
  • Check the audio output and volume on the computer or mobile device
  • Restart the browser
  • Try a different browser
  • Try a different computer or mobile device



Contact

If your technical issue continues:

Submit a ticket:

* indicates required field
Full Name *   
Email Address on your account * 
(confirm)  
Course Name   
Session   
Device (Android, iPhone, Mac, PC, etc.)   
Browser (Chrome, Firefox, Safari, etc.)   
Results of your speedtest   
Detailed description of the difficulty *   


OR


Email us directly to provide a screenshot of Debug Panel Result. Email To: techsupport@understandmen.com

Please provide in your email:

  • Your Full Name used on your account
  • Your Email Address used on your account
  • The Course name and Session where you're experiencing a problem
  • Results of your speedtest from http://speedtest.net
  • A description of the problem, and a screenshot if possible
  • If you're having trouble playing videos, and you're using a Desktop Broswer, you can also include debug results that can help us:
    • Hit "D" on your keyboard to bring up a Debug panel in the video player
    • Press Play and let the video play for at least a minute
    • Click the blue "Copy Debug Payload" button
    • Then paste that into the email (it'll be a long paragarph of random-looking text)

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