Help Center


In this section, you will find information and tutorials to help you navigate this site. Please don’t hesitate to contact us at support@ignitorlabs.com or call us at 312-789-4170 if you don’t see the answers you are looking for.

Here you will find answers to some commonly asked questions about the new Ignitor Labs website and platform.  Click on any question in the Contents list to be taken to that entry.
Contents:

Why won’t content load in the Safari browser?
What is the web browser’s cache?
What does it mean to clear my web browser’s cache?

…and why would I do it?
How do I clear my web browser’s cache?
My account (or my technician’s account) is missing.  Where did it go?
Why isn’t my information displaying correctly?
What happened to my old content?
Where can I find my content?
How do I assign or transfer content?
Should I email my username and password when I have an issue for the Ignitor Labs support team?
How do I buy a single course?
How do I check the status of my subscriptions?
How do I manage my purchase information and history?
How do I access transcript information from the previous system?
How do I add someone to my group?
What are subgroups?
What are roles?
How do I run reports?
Why is there a $1 charge on my account?
What if I don’t have an internet connection?

 


Why won’t content load in the Safari browser?

Safari browsers now automatically disable the Flash plug-in by default.  Much of our content requires the Flash plug-in to function correctly.  Chrome & Firefox are both strongly suggested alternatives to Safari for the best course experience.

To re-enable the Flash plug-in for the Safari browser, follow the instructions below:

  1.  Open Safari and then go to “Preferences”, accessible from the Safari menu
  2. Choose the “Security” tab and look for “Internet plug-ins”, then click the “Manage Website Settings…” button
  3. Select “Adobe Flash Player” from the left side to gather a list of websites that have used or attempted to use the Flash plug-in
  4. Pull down the menu alongside each URL to fine-tune Flash for that website, choosing one of five options:
  • Ask – Safari will ask permission to run Flash if it is encountered
  • Block – blocks all Flash for the website from automatically loading, this is essentially like Click-To-Play and can be overruled by selecting a Flash object and choosing to run
  • Allow – Flash will always run when encountered for that specific website
  • Allow Always – Flash will always run when encountered for specific websites, even if the Flash plugin has been disabled due to being outdated or insecure
  • Run in Unsafe Mode – not recommended, overrides any security preferences within Safari to give Flash free reign to run

 

What is the web browser’s cache?

The cache is simply a place on your hard disk where the browser keeps things that it downloaded at some point, in case they’re needed again.  This is because it’s quicker to load something from your hard disk than it is to load it over the internet. Even with today’s faster internet speeds, that’s still the case.

For example, when you first visit a page on this site, the browser downloads the logo into the cache, and then displays it on the page you’re viewing. For each additional page you visit, the logo doesn’t need to be downloaded again; as long as the same logo is displayed, it’s already on your hard disk.

 

What does it mean to clear my web browser’s cache?

“Clearing the cache” means deleting the files in it, so that the next time you visit a web page everything must be downloaded again.

 

… and why would I do it?

Sometimes, for a wide variety of reasons, the cache gets messy. This seems to happen to most all browsers and at random times. What you’ll see are partially loaded or badly formatted web pages, incomplete pictures, or, in some cases, the wrong picture in the wrong place.

It’s not always a caching problem, but because it happens often enough, “clear your browser cache” is often one of the first diagnostic steps you are advised to take.

 

How do I clear my web browser’s cache?

In most computer-based web browsers, to open menus used to clear your cache, cookies, and history, press Ctrl-Shift-Delete (Windows) or Command-Shift-Delete (Mac). If this doesn’t work or you need instructions on clearing the cache for mobile browsers, more details are available at this page.

 

My account (or my technician’s account) is missing.  Where did it go?

As user accounts were brought over from our old system to our new system, older accounts that had not logged in since January 1st, 2014 were not included.  If you have any issues with missing accounts, please contact us at support@ignitorlabs.com.  We will be happy to restore the missing information. 

 

Why isn’t my information displaying correctly?

As data was brought over from our old system to our new system, some items may have populated differently.  If you have any issues with missing or incorrect data, please contact us at support@ignitorlabs.com.  Let us know what corrections are needed and we will be happy to make the updates. 

 

What happened to my old content?

As part of our relaunch, we have changed the way content is accessed.  Now users can purchase different subscriptions which offer access to significantly more content and an amazing savings.  As part of the transition, we have upgraded your single courses into subscriptions to a bundle of courses which contain the original course content. All at no charge!  What that means is you will have unlimited access to the same content you had before as well as additional content in that subscription bundle.

 

Where can I find my content?

After logging in, go to the ‘Library’ tab in the top menu bar.  This section lists all the items for which content is available.  You can filter the list to only show the items you have access to, then launch the content from within the Item Details.  For more information, see the tutorial:  Step-By-Step: Accessing Your Content

 

How do I assign or transfer content?

You must be a manager user with the Role of Owner or Admin in your group to assign content to other users within that group.  It is located in the Manage Profile section under the Manager Tools.  The Manager Tools section is home to the Content Management tab.  Here you will see the three sections which enable the assigning and transferring of content between members of a group.  To assign content, select an item in your content bin, select the user you want to assign to in the second section, then click the ‘Assign’ button.  To transfer unassigned content to another manager user, select the manager user from the list in the third section and click the ‘Transfer’ button.  For more information, see the tutorial:  Step-By-Step: Managers – Assigning Content

 

Should I email my username and password when I have an issue for the Ignitor Labs support team?

No.  Emails are not a secure method of communication and your email can be intercepted by third parties.  As such it is highly recommended that you never include your username and password in an email.  Our support administrators will never ask you for your password, and you should not share your password with another user.

 

How do I buy single courses?

As part of our relaunch, we have changed the way content is accessed and purchased.  Single item purchases are no longer available.  Instead, users will now purchase a subscription on either a yearly or monthly term to a specific bundle which provides access to significantly more content at an amazing savings.  Once a subscription is active, the user has unlimited access to all the content within that bundle for the term of the subscription.

 

How do I check the status of my subscriptions?

All the details of your subscription are located in the Manage Profile section under the Subscriptions tab.  Here you will see the title, status, content owner, and the content user.  You can also control the status of subscriptions you have purchased in this tab.  For more information, see the tutorial:  Overview: Managing Your Profile

 

How do I manage my purchase information and history?

Your purchase information and history are located in the Manage Profile section under the Purchase Info tab.  Here you will be able to review your purchase history, edit payment information and review purchase statements and invoices.

 

How do I access transcript information from the previous system?

After logging in, go to the ‘Manage Profile’ tab in the top menu bar.  You will see several tabs below your profile picture.  Click on the tab labeled ‘Transcripts.’  All of your performance information is kept here.  Any data prior to 3-1-16 is available for download in the section below the header “Archived Transcript.”

 

How do I add someone to my group?

You must be a manager user with the Role of Owner or Admin in your group to access the ability to add a user to your group.  The person you are inviting must already have an active account on the Ignitor Labs system.  A manager user can add someone to their group in one of two ways:  by invitation or by providing them with the Group Access code.  These options are located in the ‘Manage Profile’ section, under the ‘Groups’ tab.  For more information, see the tutorial:  Step-By-Step: Managers – Invite to Group

 

What are subgroups?

Our expanded grouping system allows manager users with the role of Owner or Admin to create custom subgroups within their group.  Subgroups are a way to further organize the members of your group and filter the way you view them.  For example, the group ACME SERVICE can have subgroups named CHICAGO, NEW YORK, and OAKLAND.  These groups are attached to the main group and all members of the subgroups also belong to the main group.  For more information, see the tutorial: Overview: Groups and Roles

 

What are Roles?

Our expanded grouping system gives the ability to designating specific roles to key users within a group.  These roles can provide permissions to perform advanced functions such as reporting and editing details of a group.  The roles available are Owner, Admin, Reporter, and User.  For more information, see the tutorial:  Overview: Groups and Roles

 

How do I run reports?

You must be a manager user with the Role of Owner or Admin in your group to access the Reports feature.  It is located in the Manage Profile section under the Manager Tools.  The Manager Tools section is home to the Reports tab.  Here you will see a list of the reports you view and filter, as well as the ability to email the report or download it as one of several file formats.

 

Why is there a $1 charge on my account?

When you make a purchase or update your billing information, a temporary authorization hold for a nominal amount is placed on your credit card or the payment method that you have on file. Like many other merchants, Ignitor Labs uses authorization holds to confirm that your payment account is active and has the funds available for purchases.
For example, in the United States, you might see a $1.00 USD authorization hold. If you live in another country, you’ll see a charge for a similar amount in the standard currency of your region.

About the authorization hold period

Authorization holds are removed by your card issuer after a short time. The exact time it takes to remove authorization requests varies by financial institution.  If you use a debit card, you might see authorization holds as charges on your online statement. These charges are automatically reversed by your financial institution.  If you have questions about the way your card handles authorization requests, contact your financial institution.

 

What if I don’t have an internet connection?

In cases where you know ahead of time that you won’t have access to an online connection, you can download and install our free Ignitor Labs mobile app to any of your mobile devices.  Our app allows mobile-enabled content that is part of your subscription, to be downloaded directly to your device.  Once downloaded, it can be viewed completely without an internet connection.

Here you will find listings for upcoming events offered through Ignitor Labs.

FREE Website Training Webinars

Thank you to all the participants of our FREE website training webinars!  While this event has come to a close, we encourage you to contact us with any questions or assistance you may need as you navigate the new website.  Also be sure to check out our FAQ and Tutorial sections for answers to common questions and downloadable PDF instructions.  If you would like to schedule additional webinars for your group, please contact us at support@ignitorlabs.com or call 312-789-4170. 

 

Listed below are documents which provide additional information on Ignitor Labs, our products and our services. Clicking on the name of a document will open a PDF in a new tab of your browser.