Please review the following common issues and solutions; the majority of technical issues can be solved here:
Q: Help! I can’t log in.
A: Make sure you’re using the correct login credentials. It sounds silly, but most login issues we see are people who signed up with one email address and then are trying to login with another. To make sure you’re using the correct one, check your email for the original emailed receipt from Mito U.
Q: I forgot my password.
A. If you can’t remember your password, you can reset it easily at any time. On the login page, simply click the forgot password link under the sign in field and follow the instructions. Once you’ve done this, you should get an email within a few minutes with instructions to reset your password.
A few things to note about the password recovery. First, make sure you input the correct email address. For security reasons, the password recovery tool will not tell you if you’ve inputted an email address that isn’t on record with Mito U Teachable.
Second, be sure to check your spam folder for the password reset instructions. Nine times out of ten, if you haven’t received the password reset email after more than an hour, it’s in your spam folder. If you have tried several times and are not seeing the email, let us know by emailing [email protected] or calling 412-744-1062, ext 116.
Q: How can I change my password? How can I make other changes to my account?
A: You can access your account and make changes at any time by navigating to https://umdf-mitou.teachable.com/ and by clicking on the icon in the top right corner.
Q: I’m having trouble with playing the videos - what do I do?
A: So sorry to hear that you’re having trouble. There are some troubleshooting tips that you can do that will help solve the problem and, even if they don’t, they’ll help us rule out any other issues.
1) Try refreshing the page.
Sometimes lesser-known (or out-of-date) web browsers can cause issues when playing course videos. We always recommend using an updated version of Chrome or Firefox.
2) Update Your Browser.
Out-of-date web browsers have caused issues in the past for users. Browsers may update on their own, but other times you’ll need to do it manually. If you’re experiencing problems, we recommend checking if your browser is up to date by visiting What's My Browser.
Update Google Chrome by selecting the menu and clicking Update Google Chrome. If the button isn’t there, that means you’re already on the latest version. For more information on updating Chrome, continue here.
By default, Firefox is set to update automatically. However, it may be done manually by selecting Menu > About Firefox > Restart Firefox to Update. For more information on updating Firefox, continue here.
3) Try checking whether the video plays correctly for you in another browser. You can download Chrome for your platform here: https://www.google.com/chrome/browser/ (If you are already on Chrome, try another browser or download and try Chrome Beta.
4) Try right clicking on the video and switching from HTML 5 playback mode to Flash playback mode.
5) If the video isn’t playing in any browser, try resetting the browser’s cache and try again.
Clearing Your Cache
When you browse websites online, web browsers store, or 'cache', website data (like images and scripts) as a way to improve your experience. Clearing your web browser’s cache removes these stored assets which may help resolve issues with playing the video content.
To clear your cache in Google Chrome, click the menu and select "More tools." Then click "Clear browsing data." Make sure that the "Cached image and files" box is checked. See more details on clearing your cache in Chrome here.
To clear your cache in Mozilla Firefox, go to your Preferences and then find the Advanced panel. From there, click "Clear Now" in the "Cached Web Content" section. See more details on clearing your cache in Firefox here.
6) Test internet speed and try switching WiFi networks.
Sometimes a slow internet connection can cause videos to not play properly. You can visit www.speedtest.net to see if your internet connection speed is the culprit. If not, try connecting to another WiFi network to see if the problem resolves.