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Before submitting a technical issue please review the troubleshooting guide below.

You can also refer to the User Guide for further assistance.

Email Authentication:

If you chose to receive your authentication code via email, try these steps:

Step 1. Check your junk mail or spam folder.

Step 2. Your email provider may have blocked incoming email due to spam or other security reasons. This block is usually temporary (24-48 hours) and should be lifted soon. You can try calling your email or internet provider to see if such a block is in place. You can also request that any email from @dnrsonline.com or @retrainingthebrain.com be whitelisted.

Step 3. If you still do not receive an email with the authorization code make sure you are logged out the online course in all browsers and all computers or devices. (You can only be logged in on once computer or device at one time.) Log Out button is located below the DNRS logo on the right.

Step 4. Try again! Log into www.retrainingthebrain.com/dnrs-login/ and send yourself a new authentication code.

If you are still having issues, use the other option and send the authentication code via text.

SMS (Text) Authentication:

If you chose to receive your authentication code via text, try these steps:

Step 1. Ensure you have a strong cell phone signal

Step 2. Ensure that you don’t have an SMS filtering services which may be blocking any incoming messages

Step 3. Check that SMS messaging has not been disabled on your cell phone.

Please note: the text option will not send a 6-digit code to a landline number. Please ensure your phone number is a mobile device that receives SMS messages (texts).

If you are still having issues, use the other option and send the authentication code via email.

If you are still having issues please fill out the form below and we will do our best to assist you.

We would recommend viewing our Online Streaming Troubleshooting Guide to further assist you.

In addition to tips listed in our guide, we would recommend reviewing the information provided below.
Here are 9 ways to troubleshoot slow streaming video problems. Try them in the given order – beginning with the simpler to serious troubleshooting methods.

1. Switch to Standard Definition (SD) video:



Our videos are offered in High Definition (HD) to the Standard Definition (SD) video option. If you are having issues with streaming the videos, we would recommend switching to the SD version for better playback results. These two tabs are located at the top of the video frame.

2. Try again: 



There are several factors in any given moment that could be temporary impeding your internet speed or connection. These factors could lie anywhere in between your computer and our servers, and the situation may correct itself on its own. If you haven’t already done so, please try again at a later time.

3. Pick the right browser:

Choose Another Browser. Oftentimes various internet browser extensions, security settings or corrupt cookies may cause streaming/playback issues. Rather than going through all of these settings, extensions and folders – we suggest trying another web browser. For example if you were experiencing playback issues with Microsoft Edge (Explorer) or Apple Safari – try Chrome or Firefox – or vice versa.

4. Test internet connection:

Poor internet connection is the most common reason for slow streaming or buffering problem when trying to play high quality videos online. Our online course requires internet streaming (Download) speeds of at least 3 mbps, and ideally a minimum of 5 mbps. Internet speed could be the reason why the videos are continuously buffering. To check if your internet meets the minimum requirement test your connection speed here.

If your internet connection speed is less than 3 mbps, this may be contributing to the videos ability to load or play without interruption. We recommend reaching out to your internet provider to see if you can increase your speed.

5. Use ethernet instead of WIFI:

Instead of Wi-Fi, connect to the Internet using Ethernet cable. This will improve internet speed and also make it consistent. Thus, you can have smooth network for streaming video.

6. Remove temp files & cookies:

Cookies and temp files slow your system impacting the browser ability to load videos seamlessly. Go to your browser’s settings and remove the temporary Internet files and cookies. Instructions on how to clear cookies and browser history can be found here.

7. Close all applications on the system:

Many times slow streaming video problems are caused due to excess of programs running in the background. When you want to access any web-based video, shutdown all applications, unnecessary windows.

8. Update your device

Check to see if the device you are using to access the online course (laptop, tablet or phone) are updated. Often times this can interrupt the overall performance of the computer.

9. Turn off Firewall or any antivirus temporarily

Firewalls in your computer network or antivirus in the system may prevent streaming of videos. Turn them off for some time till you access the website and watch the video. Make sure you turn them on after watching the videos.

If after reading the above tips on how to improve streaming ability for the Online Course, you are still experiencing issues, please complete the Technical Issues form further down this page. Once the form has been completed and sent to our Technical Issues team, will be in touch within 24 hours. If the tips we provided proved useful, please let us know.

Make sure to click the ‘Mark as Complete’ button at the bottom of each daily lesson page to progress to the next lesson.

On certain browsers or devices you may need to click twice on the button to proceed to the next lesson.

If you are having issues with the ‘next topic’ button or ‘mark as complete’ button it could be that you have not completely finished the previous topic. Please go back to the previous section and select ‘next topic’ or if applicable ‘mark as complete’.

If you are still experiencing issues and are unable to proceed it could be the device (computer, tablet, phone etc.) you are working off of. Sometimes, ad blockers or security extensions installed on a device can interfere with the success of selecting the button on a browser. Please click the link below and review the troubleshooting steps for a quick solution.

https://windowsreport.com/website-buttons-not-working/

If after reviewing the above steps, you are still experiencing issues please fill out a Technical Issues Form in the bottom tab of this page.

You may find some slight discrepancies between the transcription and the online program.  Please note that these slight variations will in no way affect your recovery process.

Try refreshing the page. This will reload the form and all content. Wait for the page to fully load and then fill out the form again. Once you click submit, wait until you get the a success message before leaving the page. If this continues please fill out the form below and let us know which form is not working.

Unfortunately this can happen form time to time. Please go back to the previous page, refresh the page and try the link again. If it happens a second time please report the link that is causing the issue in the form below.

What is likely happening is you have a dynamic IP address, which keeps changing. Our security prevents one user to be logged in with multiple IP addresses so every time the IP address changes you get logged out.

Solution: Contact your internet provider and request a Static IP Address.

If you are experiencing technical issues with the online course please click the button below to fill out the tech support form and we will work to rectify the issue as soon as possible. Be as detailed as possible.

Tech Support Form

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