Frequently Asked Questions

How to properly add to your contacts?

It is important that you add “” to your email client’s contact list so that you can assure yourself of receiving all course communications. Many people use handy applications like Outlook or Mac Mail to manage email correspondence more efficiently, but adding contacts to these types of applications does not guarantee prevention of filtering.

Your best option is to log into your email client’s website via a web browser. For example, if you use Gmail or Yahoo accounts, your would go to or to log into your email client. From there, you would add “” to your contacts.

I'm not receiving emails about the course. What can I do?

This usually happens because your email application is classifying our messages as spam. If you see your messages in your Spam or Junk folder, then that’s what’s happening. To help prevent this from recurring, you should add our email address,, to your email contacts lists.* Your email application may also allow you to click on a message in your Spam folder and designate it as not spam.

IMPORTANT: To properly add our email address, log into your email client’s website via a web browser. For example, if you use Gmail or Yahoo accounts, your would go to or to log into your email client. From there, you would add “” to your contacts.

If this doesn’t work, here are a few other things you can try. Please note that on our side we can only confirm that we have sent you an email. There are many connection points between us and you, all of which are out of our control. We can only advise you about things that are known to be helpful.

If you are using an email client application: If you are using a program on your computer like Mac Mail or Microsoft Outlook, you will need to log directly into your email account via a browser to check the Junk or Spam folder there. For example, if you have a Gmail account and use Mac Mail, you cannot see what Gmail has filtered out as Spam because it will not be displayed in Mac Mail. You will need to log directly into your Gmail account and look at it there.

Check your email account limits: If your email account has limits on the amount of email or storage space, and if you exceed those limits, you may not be able to receive new incoming messages. Check your email account to make sure you are not exceeding any limits.

Blocking by your ISP: We have seen a few rare cases where an ISP (Internet Service Provider) has blocked our message because they have received too many spam reports. If you’re not seeing our messages anywhere, contact your ISP and ask if they are blocking emails from our domain ( If they are and you request that it be unblocked the ISP may not honor your request.4. Try a different email address: If the steps above don’t resolve the problem, you may need to use a different email address, one with a different domain name. Email us with the new address if you’d like to do that.

How do upload a profile photo?

  1. In the top navigation bar, click on My Acccount
  2. Scroll down to “Upload/change your photo”
  3. Click on “Browse” and locate the photo you’d like to use
  4. Click “Open” or “Upload”
  5. Click “Submit”
  6. Image should be no smaller than 175 x 175 px. Larger images will work, but could take longer to upload.

What kind of special equipment do I need to participate in course sessions?

No, all you need is a good computer with the last version of one of the popular browsers (Chrome, Firefox, Safari, Internet Explorer), and a broadband connection with at least (3mbps download and 1 mbps upload speeds)

If using your computer to connect to Course Sessions, you’ll want to use a broadband connection. We also recommend downloading the Zoom app: for

It’s recommended that you connect to the internet using an ethernet cable as opposed to wifi. If you want to ask a question, you’ll need to use headphones or earbuds.

For more information on system requirements go here:

How do I refresh my browser?

Sometimes your browser will need a refresh, and it’s a good practice to do a clearing of your browser’s cache before course sessions, or if you’re having issues with the online community. Here’s a link on how to clear your browser’s cache:

I'm not hearing anything on the conference, or the volume is very low. What can I do?

There may be several reasons why you’re sound quality is compromised. Here are a few troubleshooting tips:

  • First, check to make sure that your volume is turned up on your computer
  • If you’re using headphones, unplug your headphones then plug them in again
  • Check that the volume is turned up in Zoom (click on the speaker icon on the upper left to do this)
  • Log out of the conference and log back in again

How do I adjust the sound setting on my computer?

If you need help on how to adjust the settings on your MAC or PC sound settings, you can view the following handy instructional videos below:



The video recording won't play after I download it.

This usually happens when the video player on your computer cannot play the MOV file format that we use. Here are some things you can try:

Try another video player: Instead of double clicking the video to open it (which will launch the default player), go to the applications on your computer and launch a different video player, then open then try to open the video from within the player. Here are some video players you might have on your computer:

Windows: Windows Media Player (default), VLC Media Player, iTunes, Winamp, QuickTime, KM Player Mac: QuickTime (default), MPlayerX, VLC Player

If your computer does not have a video player that will automatically play MOV files, we suggest trying the VLC Media Player, which you can download for free:

Click here for the Windows version Click here for the Mac version