Technical Support

You've asked and we've answered! Below is a list of commonly asked questions on how to use the Mandated Reporter Training platform.  

Account & Registration

Can I Use My Account Info from Previous Years?

We've launched a new system, as of 10/01/2018. If you've not registered for an account after this date, you'll need to register for a new account.

Click the Register/Sign In button in the top right, followed by the link to Sign Up. Follow the instructions to complete the registration process.

I Have Trouble Creating a Password

The system requires secure passwords for account creation. This means your password must contain a combination of upper and lowercase letters, symbols, and numbers, as well a minimum of 8 characters in length.

Please create a password that includes the following:

  • Minimum 8 characters
  • At least 1 Uppercase Letter (example ABCDE)
  • At least 1 Lowercase Letter (example abcde)
  • At least 1 Special Character (example !@#$%)

I Didn't Receive the Verification Email After Registration

Sometimes, automated email messages are filtered by your email host. Please try checking your junk folder or all mail folder for the message.

It's possible there was a typo in your email address at signup. Try registering again using your correct email address. If you are able to create a new account, your email was entered incorrectly initially. Please look for the new verification message in your email inbox.

If you receive an error trying to create a new account, there is already an account created for your address. Please reach out to us using the form below for additional assistance.

I Didn't Receive the Password Reset Email

It's possible you do not have an account in our system yet. We've launched a new system, as of 10/01/2018. If you've not registered for an account after this date, you'll need to register for a new account.

Click the Register/Sign In button in the top right, followed by the link to Sign Up. Follow the instructions to complete the registration process.

If you are sure you have an account, it's possible the automated email messages are filtered by your email host. Please try checking your junk folder or all mail folder for the message. If you continue to have issues, please submit a support request.

I Can't Get Past the "Tell Us About You" section of Registration

Occasionally, there are specific javascript settings that may be turned off on your browser. If you are using the latest version of Chrome already, try registering in a different browser entirely, to see if the issue persists.

To review the javascript settings in your browser, please visit the Preferences section of your browser. Below are instructions to find this setting in Google Chrome.

  • In the menu bar under Chrome, select Preferences.
  • Scroll to the bottom and click Advanced Settings.
  • Under Advanced Settings, click to open the Content Settings section. Then click to open the Javascript tab.
  • Click the toggle to show Allowed (recommended) in the Javascript tab.
  • Restart your browser and try viewing the page again

If you continue to have issues, please submit a support request.

Courses & Certificates

My Course Progress Isn't Saving

Course Dashboard Window Must Stay Open During Training
In order for your training progress to be saved in your account, the Course Dashboard window (your account window where you launched the training) must remain open while you are completing the training (located in a separate pop-up window).

Resume Where You Left Off
If you have already started a training module, when reopening a training or exam, you are given the option to Resume Where You Left Off.

Selecting Yes will keep all your progress in the training, putting you back on the last screen you viewed. If you've completed the training, this is the last screen.

Selecting No will clear all your progress and put you back at the beginning of the training or exam. If you had completed your training and choose No, this will also disable access to the exam until you complete the training module again.

Sometimes, users will begin the exam and close out to go back and reference the course, by clicking the link to Retake Training. We recommend clicking Yes, to keep your stored progress for the training. Then you can scroll back through or use the menu in the top right to view the content.

I Can't Access the Next Course or Exam

Most trainings consist of two courses and an exam: General Training, Profession Specific Training, Exam. (General Training only consists of one course and exam, while Volunteer Training only consists of a course.)

Each course must be completed in its entirety, before the next course will be made available. For a course to register as completed, you must view all pages and answer all the challenge questions.

To ensure you have viewed all pages in a course, you can review the Menu option in the course player. Viewed pages will display as lighter gray, indicating complete. Incomplete pages will display darker. This is a quick way to find out which pages you've not viewed.

If your course is still not registering as complete and you have confirmed all pages have been viewed, please submit a support request. Please include your account email address and the course in progress with your support request.

I Need Help with a Certificate

Certificates
You can log in to your account to view the certificates for completed courses. If you've passed the exam, your certificate should be displayed in your account as a link to download a PDF file.

If you are experiencing an error in viewing your certificate, please allow 1-2 hours for your certificate to populate in the system.

Certificates from the Old System
If you need support with accessing a certificate issued before October 2018, please submit a support request

How Do I Renew a Certificate?

To take the course again for renewal, add the course/certificate by clicking "Add Course" on the Courses page and select the certificate/course you want to renew. This will add a new version of the course to your account so you can complete the course and receive a new certificate while still keeping a historical record of past certificates.

Check out this short video for instructions on how to renew a certificate.

Watch Video

I Need Two Certificates

In order to maintain compliance with California State laws for mandated reporters, the general training course is now a required one-time prerequisite for all of the profession-specific trainings. You will now see the general training course required in all profession-specific trainings.

If your employer requires two certificates, one for General Training and one for your profession-specific training, simply add the General Training to your course dashboard. We have enabled the trainings so that the general training course only has to be taken once. This means renewals for the professional courses just require the professional course and exam to be completed for recertification. The standalone General Training also works this way, only requiring the exam to be completed. If you've already taken the General Training course for your professional training, you will just need to take the exam.

Check out this short video for instructions on how to add a course.

Watch Video

Website Issues

An Error Occurred Processing Your Request

If you receive the message "An Error Occurred Processing Your Request," you may be viewing the website in an outdated browser.

The Mandated Reporter system supports the latest version of all browsers, but we recommend viewing the site and trainings in the latest version of Google Chrome, for the best viewing experience.

If you continue to receive this error, please submit a support request.

Recommended Browsers

The California Mandated Reporter Training platform supports the latest version of all browsers, but we recommend viewing the site and trainings in the latest version of Google Chrome, for the best viewing experience.

If you are experiencing issues with the platform, ensure you are using the latest version of the browser and an updated operating system on the device. If the problem persists, try using a different browser and/or a different device.

What people are saying.

As a working mom with a 4-year old, I appreciated how simple and easy-to-use this training was. It made it very easy for me to get the certification I needed and helped me understand a very valuable subject matter. 

Lori Pinion, School Director, Auburn

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