Frequently Asked Questions

For general inquires call 434.293.3909 or email contact@teachstone.org.

For technical support with the CLASS™ website, call 877-401-8007 or email techsupport@teachstone.org.

• When is technical support available?
  
  

  Teachstone offers technical support Monday-Friday from 9 AM – 5 PM Eastern Standard Time. Please contact us at techsupport@teachstone.org or call 877-401-8007 for assistance.

• What software and computer requirements are necessary to access the CLASS™ website?
  
  

  You will need the latest version of Flash Player to view all of the videos on our site. You will also need the latest version of Adobe Reader to download any forms or articles that are available. The website is compatible with all browsers, but works best with Safari or Firefox.

  Please note that watching CLASS™ video segments requires a high-speed Internet connection. CLASS™ Coding Segments are approximately 20 minutes long and range in size from 50-100 MB. Please check with your Internet Service Provider or the school/institution that provides you with Internet access to see if you have the capacity to stream video files of this size.

• When I signed up for a training/Video Library Account, I was told that I would receive an automatic email containing my login and password for the Video Library, but it hasn't come. What should I do?
  
  

  Because the notification email is automatically generated, sometimes it is caught by SPAM filters. Please look through your SPAM folder to see if the email was accidentally tagged as SPAM. To make sure that you can receive future email notifications related to your training and/or Video Library Account, make sure that contact@classobservation.com is on your approved list of email contacts.

  If you are unable to find the email in your SPAM filter, please contact techsupport@teachstone.org to get your login information.

• When I try to login, I get an error message that says my account has expired. What should I do?
  
  

  If you get a message that your account has expired, please contact office@teachstone.org to renew your account.

• My username and password do not work. What should I do?
  
  

  Usernames and passwords are case sensitive. Double-check to make sure you have entered your username and password exactly as it appears in your original email confirmation from Teachstone.

  If possible, copy and paste your username directly from the email confirmation you received.

  Occasionally, the settings in certain web browsers interfere with the functioning of our website. This situation occurs most frequently with Internet Explorer. If you can, try logging in using another browser (Mozilla Firefox, Safari, etc.) and see if this resolves the problem.

  Finally, if none of the above solutions work, please contact techsupport@teachstone.org for help.

• How do I change my password?
  
  

  You must be logged in to change your password. To check if you are logged in, look in the top right of this page directly above the "Help?" link and blue navigation bar for a welcome message with your name . If nothing appears, you will need to login.

  Once you are logged in, a "Change Password" link should appear in the top right corner.

  If you still do not see the "Change Password" link, please contact techsupport@teachstone.org for help.

  Alternatively, you may reset your password.

• Why can't I view the Video Library videos?
  
  

  If you cannot view our CLASS™ videos, try the following trouble shooting tips:

  1. If you cannot see the video at all:

  Make sure you have the latest version of Flash Player installed. You can download Flash Player here.

  2. If you can see the title card of the video but it will not start when you hit play:

  Your computer may not have a proper connection speed that sufficiently fast to download this video file all at once. Refresh the page and wait a few minutes until a majority of the video clip content has been downloaded and then try pressing play.

• Why can't I hear the audio?
  
  

  Please check your computer's volume settings to make sure it is set appropriately.

  Make sure the mute button was not inadvertently set.

• In the video library, is there a way to increase the size of the videos?
  
  

  Yes. On each video page, there is a "View large size" link available to the right of the player.

• When I watch the CLASS™ Coding video segments, the video sometimes stops or buffers part-way through. What can I do?
  
  

  Watching the CLASS™ Coding video segments requires a high-speed Internet connection. The CLASS™ Coding segments are typically 20 minutes long and range in size from 50 to 100 MB.

  Try the following trouble-shooting tips before contacting our office for further assistance.

  1. Double-check to make sure you are using a high-speed Internet connection. You can find out this information from your Internet Service Provider or the school/institution who provides you with Internet access.

  2. If you are experiencing occasional stops (buffering) during your video viewing, restart your browser and/or clear the browser's cache (temporary internet files). Wait a few minutes to begin viewing the video clip when you first access the page. This gives the video segment a chance to load fully before you start viewing and minimizes the amount of buffering that will occur as the video plays.

  If you continue to experience consistent stops or buffering, please contact techsupport@teachstone.org for assistance.

• I'm a Certified CLASS™ Trainer in the middle of a training and am having technical difficulties. What can I do?
  
  

  During regular business hours (Monday-Friday 9 AM – 5 PM EST), Teachstone can provide technical support (contact techsupport@teachstone.org or call 877-401-8007) if you or your trainees encounter difficulties when using the CLASS™ Video Library or Online Coding. However, it is your responsibility as the trainer to make sure that your training location has working equipment (e.g., a computer, LCD projector, speakers, Internet access, etc.) for a successful training. Please contact the Tech team at your location if you are having difficulty with equipment at your training.

• What are the system requirements for using the CLASS™ DVDs (for PC/Windows)?
  
  

  System requirements for playing DVDs on a PC/Windows computer are as follows:

  • Operating System: Windows XP [service pack 2] or Windows Vista [Service pack 1].
  • Memory Requirements: 1GB RAM
  • Hardware: A computer drive that plays DVDs.
  • Software: DVD Playback Software (e.g. Windows Media Player 10 or Cyberlink PowerDVD).

• What are the system requirements for using the CLASS™ DVDs (for Mac)?
  
  

  System requirements for playing DVDs on a Mac computer are as follows:

  • Operating System: OS X 10.3 or higher
  • Memory Requirements: 1 GB RAM
  • Hardware: A computer drive that plays DVDs.
  • Software: DVD Playback Software (e.g. DVD Player)