Teacher helping student Page headline: Customer Support
Teacher helping students
Customer Support
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Look for answers to your questions by browsing our list of "Frequently Asked Questions".

CONTACT SUPPORT SERVICES

Q: How do I contact Support Services?

Educators or Students can contact Support Services in the following ways:

  • Email: You can eMail Support Services by clicking on the "E-mail Support Services" link on the left or use support@agilemind.com from your regular e-mail.
  • Phone: You can call us from 7am - 10pm CST, 7 days a week at 866-2THINK5 (866-284-4655), Option 1.

SIGNING IN TO YOUR DISTRICT SITE

Q: I forgot my User ID. How do I find out what it is?

A: You can always call Agile Mind Support Services at the contact information above. Or, if you are a student, you can ask your teacher.

Q: I forgot my password. How do I find out what it is?

You can always call Agile Mind Support Services at the contact information above. After you have completed your "My Profile" section in the system, you can retrieve your own password 24 hrs. a day from your District login page:

  1. Click on the "Forgot Your Password?" link on your Sign In page.
  2. You must enter your Agile Mind User ID exactly as it was given to you, using the same upper and lower case characters.
  3. Select the security question you chose from the drop down menu when you enrolled or modified your My Profile information.
  4. Enter the correct answer that you provided in your profile.

Q: I am getting the following message after I click on Sign In. "We're sorry, but the User ID or Password you entered is not recognized." What should I do?

A: Your User ID and password are case-sensitive. Please be sure that you are using upper and lower case letters exactly as your User ID and password were given to you. If you still receive this message, please contact Support Services using the information above.

Q: I cannot log in to my site but all my settings seem correct. How can I determine what to do?

A: Go to the user diagnostic site below and determine what is running on your computer. Pop up blockers and toolbars with pop up blockers must be disabled or removed and cookies must be enabled to access your schools URL. The link is: http://www.ccconline.org/support/BrowserDiagnostics/diagnose.htm

DISABLING POP UP BLOCKERS

Q: When I enter my User ID and password, click on Sign In, and click yes on "close the window," I do not see the site.

A: You have pop up blocking enabled. Here are a few steps that will bypass many pop up blockers:

  1. Type in your User ID and Password for Agile Mind, but DO NOT click on "Sign In".
  2. Hold down the "CTRL" key (typically at the lower left corner of the keyboard).
  3. While holding down "CTRL", click on "Sign In".
  4. When you are asked if you would like to close the window, select Yes.
  5. You should have access to the site.

If you still cannot access the site, you need to configure your browser to allow pop-ups. Follow these directions. DO NOT use the browser from your Internet Service Provider. Connect to the Internet through your Internet Service Provider and minimize the window. Then launch one of the recommended browsers and configure to allow pop ups. Everyone using a Windows-based PC should use Internet Explorer 5.0 or higher. Follow these steps to allow pop ups:

  1. Go to your login page (http://yourdistrictname.agilemind.com). Before signing in, click on View at the top of the browser and place your mouse cursor over Toolbars. Uncheck all Toolbars listed except for Standard Buttons, Address Bar, Links, Lock the Toolbars, and Web Assistant or Norton Internet Security (if listed).
  2. If you have Service Pack 2 installed for Windows XP, you will also need to check the following:
  3. Go back to your district site and click on Tools.
  4. Highlight Pop Up Blocker.
  5. Click on Turn off pop up blocker.

There are many other tools that contain pop up blocking with the most common being virus protection programs and firewall software. To allow pop ups from Agile Mind only, choose the program installed on your computer or call for assistance.

If you are still experiencing difficulties accessing http://yourdistrictname.agilemind.com, please contact Support Services at the information given above.

RECOMMENDED BROWSERS

Q: What are the recommended internet browsers for Windows & Macintosh?

A: DO NOT use the browser from your Internet Service Provider. Use one of the following. If you are using a Windows based PC, we recommend using Internet Explorer. You can download it free by clicking on this link: Internet Explorer. If you are using a Macintosh with OS X, we recommend using Firefox. You can download it free by clicking on this link: Firefox. If you are using a Macintosh with OS 9, we recommend using Mozilla. You can download it free by clicking on this link, going to the very bottom of the page under "Looking for software for Mac OS 9?" and clicking on "Click Here": Mozilla.

OTHER COMMON QUESTIONS

Q: It looks like there is supposed to be an animation, but I can not see it.

A: You need to download Macromedia Flash player. You can download Macromedia Flash Player by clicking here.

Q: I am an AOL user and I can not see any of the animations (Or I can see some of the answer choices but not all of them).

A: Some versions of AOL are not compatible with Agile Mind. In this case, simply:

  1. Connect to the internet with AOL.
  2. Minimize AOL.
  3. Launch one of the recommended browsers, and access Agile Mind.

Q: When I try to print assessments, all that comes up is a blank window.

A: You need to download Adobe Reader by clicking here

Q: What should I do if I receive one of the following error messages: "HTTP 404 Error", "HTTP 500 Error", or "HTTP 503 Error"?

A: These messages indicate there is some type of an interruption of service. Please try the following and then call or eMail Support Services at the contact information above.

  • 400 - 499 Error ­ Retype your district URL into your browser window exactly as it was given to you (http://yourdistrictname.agilemind.com) and hit enter. If it is correct but does not take you to the site, contact Support Services.
  • 500-599 Error ­ Contact Support Services immediately.

What should I do if I receive an error that says "KeyError 'user_role'"?

A: In Internet Explorer click on Tools, Internet Options, click on the Security Tab. Click on the Trusted sites icon and then click on the Sites button. Type in your Agile Mind district URL (http://yourdistrictname.agilemind.com), then click on Add.
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