Getting to know a new system can at times be challenging. Our desire is to make it as easy as possible for you to access your courses and find the support you need.
[CTRL]+[F] will pop up a box to search this document. Type a keyword related to your issue.
If you've purchased a new course and have not received your welcome email, please start with checking your SPAM folder for Layla Martin<no-reply@learning.laylamartin.com> and add this email address to your address book or safe sender list.
Clear My Cache - If you are having trouble with a password or your login is failing, we suggest clearing your cache and cookies. You may need to log out on all of your devices and turn your device on and off to fully clear any old information. We also find that our content works best when using Chrome as your browser.
To find exact steps on how to do this, please visit this website Clear My Cache and click “Detect my browser” in the upper right-hand corner of the screen and the page will tell you exactly what to do.
Looking for an audio download? Click the 3 vertical dots to the right of the audio playback bar volume control and select download.
Basic Troubleshooting
- Turn your computer off and back on again. It may sound simple but your device may just need a manual reset to get things moving again.
- Check your internet speed. When things are taking a long time to download, the audio is cutting in and out, the video is skipping, or the page won’t come up, etc., you might need to check your internet speeds. You can go to SpeedTest and run a free test. Your internet upload and download speeds should be at least 50% of what your internet provider advertises with a ping under 100 milliseconds. If you are not sure what your internet speeds should be, you may need to call your internet provider (i.e Comcast, Spectrum, etc) to find that out. Sometimes, they can even run a speed test and help you with internet connectivity issues as well!
- Do you have a million tabs open? This is a common problem for a lot of people! If you have a lot of tabs open in your browser, are downloading a large file on a different page, or streaming a radio station or movie, that may be the cause of the problem. Try closing those out or waiting until your download or streaming is finished and then try again!
- Do You Need to Clear Space in Your Browser? If you have the appropriate internet speeds and only have a few tabs open, then you might need to clear your browser’s cookies and cache. Every time you visit a website, it takes a little card of information to help you pull up that website faster the next time you visit it. If your browser’s “wallet” gets too full of cards, it can be difficult to find the right one and your browser may get slower. Clearing out the cookies and the cache in your browser may help with some common browser issues.
- Do You Need to Clear Space on Your Computer? If the webpage is not responding or is frozen, you may need to force quit the application. On a PC, you can press (and hold) Ctrl+Alt+Delete (the Control, Alt, and Delete keys) on your keyboard to open the Task Manager. On a Mac, press and hold Command+Option+Esc. You can then select the unresponsive application and click End task (or Force Quit on a Mac) to close it.
- Do You Have Security Software That is Blocking the Website? If you are trying to access the page but it won’t go through, make sure you don’t have security software set to high-security settings that could be blocking the website. Our website does run on “cookies,” so if your browser is not accepting our cookies, then you may need to lower your security settings or whitelist our webpage in your browser to make sure you can view the page.
- Have You Tried Googling It? Remember that experiencing computer issues is not the end of the world and often there are simple solutions for it. As issues arise, take the time to better understand the cause of the problem and work through possible fixes. If the above fixes aren’t helping, try searching on Google and see if someone else has a similar problem and solution that might work for you! If you are still having difficulties, please feel free to reach out to our team at laylamartin@laylamartin.com.
- Do You Need to Whitelist Our Emails? If you feel that you are missing some communications from us, please make sure they are not getting routed to your spam folder. If you are using a Gmail account, you may need to check your “Updates” and “Promotions” tab as well as your spam folder. If you aren’t seeing the emails in your spam folder, please try whitelisting our mailing list emails: laylamartin@laylamartin.com and laylamartin@layla-martin.com. You can do this by adding the emails to your contact book, or by going into your email settings.