Troubleshooting Guide

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Software is not always our friend. If you have having issues, we hope these quick solutions will help. If the problem you are having isn’t listed below please contact us at or submit a support ticket and we’ll work with you to figure it out.

I did not get my confirmation email after registering, so I cannot log into the site.

Occasionally these emails get caught in spam folders on your server or in your inbox. If you can’t find the email then please email and one of us will confirm your account right away. We do check for “stuck” accounts regularly but if you email us we’ll take care of it right away.

I click the link in my confirmation email and it says I need an activation key.

That means you accidentally clicked the link twice and your account is already activated. Just login using the user name and password you set up when you registered for the site. If you can’t log in then let us know at

I am trying to log in but it doesn’t recognize my user name.

The system does not recognize spaces in the user names. If you put in “Beth Casebolt” it will turn that into “BethCasebolt”. So try removing the space between your names or two words first. The system does this automatically, it does not tell you it is happening. Also, if you can’t remember your user name, you can always login using your email address associated with the account. If these two fixes don’t help please email and one of us will check your account and tell you your user name. Note that we cannot see passwords. Do note that while you can change your email address associated with the account, you cannot change the user name once it is set.

I’ve lost my password, how do I reset it?

Select My Account from the Participants Menu. There you will see a forgot password link under the login box. Click that link and you should be able to reset your password. If you do not get the reset password email or are unable to find the link, email for help. We can’t see your password, so all we can do is reset it.

When one video presentation ends, another one — that isn’t part of the class–starts to play.

YouTube has added an “autoplay” feature that causes this problem.  Find out how to turn it off.

I tried to take the quiz but when I get to the end it just spins and doesn’t give me a score. When I log out and back in it says I didn’t take it.

We have discovered a slight software glitch since our last update. Please try these steps before contacting us:

1. Please clear the cache of your browser.
Firefox Instructions
       Microsoft Internet Explorer
Google Chrome

2. Log out of the UU Leadership Institute and then log back in.

3. If you have another browser on your computer, please try a different browser. We know that Google Chrome has caused most of these issues for our users. Firefox, Safari and Internet Explorer haven’t had the same issues.

If none of these work please send us an email to with the following information so we can help you with the problem:

Your name
Your user name for the account
The password for the account
Which class and module you are having the issue with
Which type of device and operating software are you using (ie I am on a Mac running Yosemite)
Which browser are you using

12 Replies to “Troubleshooting Guide”

  1. Susan Arnold


    We met together and watched the videos for module one, and now I need to take the quiz. But it tells me I need to click on the MARK COMPLETE button. what url do I need to go to to mark the module complete so I can take the quiz?

    • Beth Casebolt Post author

      At the bottom of each page – the topic page and the module page is a mark complete button that must be clicked. The topic pages are all listed at the bottom of the module page just above the mark complete button. If there is not a green dot in front of the topic link, then you need to go to that page and click the mark complete button.

  2. David Burrous

    I’m not being notified by email that a comment has been left for me. I checked the box that indicates (notify me of new posts by email) I check my junk file, nothing from UULI,
    Any ideas?
    Thanks for your help.

  3. Renee Ruchotzke

    Hi Marlana, I’m sorry about the trouble! The videos are in a YouTube playlist if you click on the embedded video itself. You can also click on the individual links above the embedded video. Be sure to click on the “mark complete” button at the bottom of the page once you’ve been through all of the material. 🙂

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