Login Problems?

Check out our quick guide for login issues. 

 

Error Message:  Please enter a valid email address and password.

 
  • Check Username (**lets have them change username prompt to email address)
    • Be sure that you are entering the user name correctly. Common mistakes include: 
      • entering spaces before or after the user name, i
      • Incomplete entries [email protected] rather than .com, 
      • typos (@yaho.com rather than @yahoo.com), 
      • Incorrect formatting [email protected] addresses do not contain www
  • Check Password
    • Double check your password spelling and type it in slowly.
    • Avoid cutting and pasting your password as it could include spaces which would cause it to be rejected.
    • Be aware of any substitute characters you may have used for security (0 in place of O,  3 in place of E, for example)
    • Be aware of any special characters you may have used for security
    • Carefully check for multiple characters that are repeated too many or not enough times (3000 rather than 300, for example) 
  • Check Alternate Email Address
    • If your primary email address is not accepted, try any alternate addresses you may have used. For example, you may have used a school address instead of a personal address. When trying an alternate email, avoid the same common errors as above.
  • Click "Forgot Password" link.
    • If you are confident that you have the correct email address/user name but can't recall the password, click the 'forgot password' link. (***lets make a direct link to the Forgot Password page***)
  • Check Cookies and Javascript
    • If nothing happens when submitting your log in information and you are returned to the log in page with no error messaging, it is likely that you have either cookies or javascript disabled.
 

Error Message: There is no user with this email

 
  • Check Username (**lets have them change username prompt to email address)
    • Be sure that you are entering the user name correctly. Common mistakes include: 
      • entering spaces before or after the user name, i
      • Incomplete entries [email protected] rather than .com, 
      • typos (@yaho.com rather than @yahoo.com), 
      • Incorrect formatting [email protected] addresses do not contain www
    Check Alternate Email Address
    • If your primary email address is not accepted, try any alternate addresses you may have used. For example, you may have used a school address instead of a personal address. When trying an alternate email, avoid the same common errors as above.
    Check Cookies and Javascript
    • If nothing happens when submitting your log in information and you are returned to the log in page with no error messaging, it is likely that you have either cookies or javascript disabled.
     
 

Forgot Your Password link not working? 

 

 
  • Check Spam folder - (can we use hubspot to send them the password link?  This will help us track if people are opening it or not and get an idea of how many go to spam and allow us to put a cookie on their machine as they click on the link) 

Technical Support

For Technical Support requests, including log in issues, errors and general instruction on using our system, please contact Technical Support:
• 1-978-443-5000 option #5


For questions about products or content, please contact your Sales Representative.

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For technical support questions, including login issues, errors, and general instructions, please visit our Tech Support Center.

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System Requirements

To work successfully with Navigate 2, your computer or mobile device should match one of the supported browser and operating system configurations. Navigate 2 may run on newer (or even slightly older) versions of these browsers, but a version is not considered fully supported until it is specified with an “X” in the matrix below. 

Operating System / Platform*Safari 9.0Safari 10.0Firefox (Latest)Chrome (Latest)IE 11IE 10MS Edge
MAC 10.10---
MAC 10.11XX---
Windows 7--X-
Windows 8.1----
Windows 10--XX-X
iPad with IOS 10X----
iPhone with IOS* Latest-X-----
Android tablet with OS 7.0---X---
Android phone with OS 6.0.1------
Windows 8 tablet-----


"+" Means minimum version, tested to latest current version widely available.
* Applications currently operate correctly, but in an attenuated manner within small screen sizes. Additionally, the Navigate eReader is not compatible with mobile devices with screen sizes smaller than seven inches. Users on smaller screens cannot necessarily access all functionality. Issue will be addressed in future release. 
** Excludes Kindle and Nook platforms. Flash player used in offline ebook reader is not supported beyond Android 4.1. Issue will be addressed in future release.