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Troubleshooting Questions
•   When I try to login I get a message saying I need to have cookies enabled. What do I have to do?
•   I have had a bookmark to get to K12TroubleTrakker for a long time, now it doesn't seem to work anymore.
•   Why do I have a scroll bar at the bottom of my screen? Can I get rid of this?
•   Our district is listed twice on your site, it's confusing, how do we get rid of it?
•   Pages within my account are taking a long time to load, what can I do?
•   When I first logged into your service, I checked the box "remember my password". For security reasons I would now prefer that your system does not remember my password but even though I have unchecked the box it still fills in my password.
•   When I log in I do not see a link to any services, why?
•   I have been instructed by technical support to clear my browser's cache. How do I do this?
Troubleshooting Questions and Answers
Q.  When I try to login I get a message saying I need to have cookies enabled. What do I have to do?
A.  Depending on the browser you are using, follow the directions below:

To enable Netscape Navigator 4 or above to accept cookies:
  1. Click Edit menu
  2. Click Preferences
  3. Click Advanced
  4. Click "Accept all cookies"
  5. Click OK

To enable Internet Explorer 4 to accept cookies:
  1. Click View menu
  2. Click Internet Options
  3. Click Advanced tab (top right)
  4. Click "Always accept cookies"
  5. Click OK

To enable Internet Explorer 5 to accept cookies:
  1. Click Tools menu
  2. Click Internet Options
  3. Click Security tab (top left)
  4. Click "Default Level"
  5. Click OK

To enable Internet Explorer 6 to accept cookies:
  1. Click Tools menu.
  2. Click Internet Options.
  3. Click the Privacy tab.
  4. In the Web Sites section at the bottom, click the Edit button.
  5. Enter our web site address, k12usa.com, into the Address of Web Site form.
  6. Click the Allow button
  7. Click Okay, then Okay to close the control panel and save your settings.

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Q.  I have had a bookmark to get to K12TroubleTrakker for a long time, now it doesn't seem to work anymore.
A.  If you are using http://www.k12usa.com/trakker change it to http://www.k12usa.com/login
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Q.  Why do I have a scroll bar at the bottom of my screen? Can I get rid of this?
A.  Typically a scroll bar appears when you are using a lower screen resolution. If you use a screen resolution of 800 x 600 or higher, you should not experience this problem.
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Q.  Our district is listed twice on your site, it's confusing, how do we get rid of it?
A.  Usually this means more than one person from your district signed up for K12USA services. Call us at (877) 225-0100 or e-mail us at info@k12usa.com and we will fix the problem.
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Q.  Pages within my account are taking a long time to load, what can I do?
A. 

Your browser may not be configured to use HTTP 1.1 protocol. To verify that Internet Explorer is configured (PC only):

  1. Open the Internet Options property sheet (If using IE 4, this is located under the View menu) (If using IE 5 or higher, this is located under the Tools menu)
  2. Select the Advanced tab
  3. Under HTTP 1.1 settings, verify that both Use HTTP 1.1 and Use HTTP 1.1 through Proxy Connection are selected.
  4. If these items are not selected, then check off and select OK. 5. Close all of your browser windows, and logon again.
     
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Q.  When I first logged into your service, I checked the box "remember my password". For security reasons I would now prefer that your system does not remember my password but even though I have unchecked the box it still fills in my password.
A.  This is a setting in IE that you can change to solve this problem. Go to Tools > Internet Options > Auto Complete Settings. From there you can specify what types of information IE will remember including forms and passwords. There is also a button to clear the current passwords.
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Q.  When I log in I do not see a link to any services, why?
A.  There are two possible reasons for this. First check to see that you have scrolled all the way down the page. Sometimes when a user logs in from home and uses the general log in page, they may have to scroll down the page in order to see all of the choices. The second possibility is that your account has been removed from a “user group”. Contact your service’s administrator to correct this problem. If you do not know who administers your account, e-mail us at info@k12usa.com and we will help you.
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Q.  I have been instructed by technical support to clear my browser's cache. How do I do this?
A.  If you are using Internet Explorer, go to Tools > Internet Options > On the General tab, under Temporary Internet Files, click the Delete Files button.
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