General Troubleshooting for Hosted Renaissance Customers
Product: Accelerated Math Renaissance Place, Accelerated Reader Renaissance Place, AccelScan, English in a Flash Renaissance Place, KeyWords Renaissance Place, MathFacts in a Flash Renaissance Place, Renaissance Home Connect, Renaissance Place, Renaissance Responder, STAR Early Literacy Renaissance Place, STAR Math Renaissance Place, STAR Reading Renaissance Place, STAR Reading Spanish Renaissance Place
Platform: Macintosh, Windows
Last Updated: 9/27/2017
General Troubleshooting for customers using Renaissance web-based software hosted by Renaissance.
The troubleshooting processes listed below will help you to resolve issues specific to your hosted Renaissance website.
If you are experiencing any of the following problems, try the general troubleshooting processes listed below first. Make sure that you try using your Renaissance applications on multiple workstations, devices, or platforms (if possible) to determine whether or not the problem that you are encountering can be narrowed down to a workstation or operating system issue. If you are still encountering problems after trying the following, please call us at 800-338-4204 or email email@example.com.
Unable to Connect to your Renaissance Website
In order to connect to our server, you need to be connected to the Internet. If you receive "Page cannot be displayed" or "Server not found" when trying to access your Renaissance site, try another website. If you are unable to get to other websites, either the computer or device is not connected to the internet via a network cable or Wi-Fi OR the internet communications may be going through a firewall or content server that is blocking access. These issues will need to be addressed by the school or district technical staff.
If you can get to other websites but cannot access your hosted site, your district might be blocking traffic on port 443.
If your browser displays "The page cannot be found" and "HTTP Error 404 - File or directory not found. Internet Information Services (IIS)" when accessing the hosted site, you might be typing the address incorrectly. If you retype the correct address and still cannot connect, your ISP (Internet Service Provider) may have restricted access to the address of your hosted site. You will need to contact your ISP to have this changed.
If your browser displays either of the two messages listed below, the district or school may have requested limited access to the hosted site. Schools may do this if they do not want users, including personnel and parents, to access the site from home.
- "You are not authorized to view this page" and "The Web server you are attempting to reach has a list of IP addresses that are not allowed to access the website, and the IP address of your browsing computer is on this list".
- "HTTP Error 403.6 - Forbidden: IP address of the client has been rejected".
Try accessing https://hosted28.renlearn.com/rendemo, which is our demonstration website. You could also try accessing our corporate website, http://www.renaissance.com. If you are unable to access one or both of these sites, your ISP may be blocking access. If you are able to enter the sites listed but not your hosted site, you should call Renaissance Technical Support so that we can assist you with additional troubleshooting.
Unable to Connect the Client Applications
If you can connect to your Renaissance site, but are unable to connect your client applications (AccelScan or Renaissance Responder), you could have one of the following issues:
You are not correctly typing in the address of your hosted site. You can check for the correct address by logging into your Renaissance Website and then navigating to: Product Administration > Download Supporting Software > Downloads. At the top of this page you will see a line that says:
Server Name/IP Address <Your hosted site address>.
Renaissance Place ID <Your RPID>
Note the information and type either the IP address or RPID in the address field for the client application. (Do not copy and paste the text because this could add extra spaces.)
- Your school or district has a proxy server that requires users to authenticate through the proxy to access sites outside of your network. This type of setup works fine for the browser since the browser application stores the username and password and passes it through to the proxy, but Renaissance Responder runs in the security context of a local user account. Generally, the firewall/proxy administrator must make a change in the proxy software to not require authentication, but they may have an option to allow anonymous access only for traffic to and from the specific hosted address. One method of verifying whether proxy authentication is required is to try these steps on any workstation in your network:
- Close all open Internet browsers to assure there are no active authenticated sessions.
- Launch a new browser, and attempt to access a public web site (such as Google.com). If you are presented with a username and password prompt, proxy authentication is required. A school or district network administrator will have to either allow anonymous authentication entirely, or only for traffic to and from your specific hosted address.
Errors in the Software or slow performance on Renaissance Website
The errors listed below may occur if your district or school network has a firewall, proxy server, or content filtering software that is preventing access to resources that are used by your Renaissance software. Please see KB article #9345286 for detailed information on which resources need to be allowed.
- When logging into your Renaissance site, it's taking over a minute to access the login page, and each subsequent page within the software.
- Personnel users are not seeing the Live Support link on the right side of the screen when logged in.
- Reports seem to generate but are not displayed in the lower section of the browser, nor in a new browser window or PDF viewer.
- Accelerated Math assignments that are manually scored will not generate the TOPS report. Users see the message "Download failed" with options to [Cancel] and [Retry].
- When viewing Accelerated Math worked examples, a new browser window opens with the "Print or Save" link but the example is not displayed.
- While taking a Star Math test, students see the message, "There was a system error. Please ask your teacher or monitor for help", and the test closes out.
- While taking a Star Early Literacy test students see a blank screen, the browser freezes when loading the demo video or the practice questions, the question and answer choices are missing, the image for the Listen button disappears, and/or there is no sound.
Students experience freezing, a spinning icon, blank page between questions or their Star test may end unexpectedly with a "Network Connection Error"
- Review your network infrastructure for configuration settings that may be closing idle connections without sending acknowledgement messages either due to timeout settings, blocking, throttling, or performance (including dropping packets). One specific area to review is your firewall settings. Many firewall appliances will have a setting which controls whether or not closed connections are acknowledged either inbound or outbound. For example, on Cisco devices the settings "Send Reset Reply for Denied Inbound TCP Packets" and "Send Reset Reply for Denied Outbound TCP Packets" control the acknowledgment of closed connections.
- Disable the "Use a prediction service to load pages more quickly" Chrome browser preference for all users/devices.
When enabled, this setting will initiate a variety of pre-fetch and pre-render operations in Chrome. One result of this is the creation of a fair number of connections/sockets. Many of these will not be used and will go idle until closed. Although changing this preference does not prevent unacknowledged closing of connections, by reducing the number of idle sockets created, this reduces the opportunity for Chrome to try to use an idle socket that has been closed. Disabling this setting may also extend the TSval time stamp rollover explained above, possibly allowing the student to complete their activity without issue. This extension has been tested with a number of districts and feedback thus far has been positive. Classroom experience has been improved and communication logs indicate the occurrence of the browser attempting to use stale sockets has been reduced.
This change can be made on each Chromebook by clicking on the browser menu icon, then Settings, then Show advanced settings... and unchecking the option. The change can also be made by publishing a Chrome extension (created by Renaissance) and deploying it to Chromebooks in your network. The first version of this extension, released 3/17/2017, was called Renaissance Chromebook Fix. The current extension, released 3/28/2017, is called Renaissance Chromebook Predictive Fix. As a result of customer feedback indicating this setting may be reverted by other extensions, we have updated our extension to allow you to easily verify the setting is not being overwritten. If students experience issues during an Accelerated Reader quiz or while taking a Star test, users can click on the R (Renaissance) symbol in the browser, then click the Test button. If no other extensions are controlling the "Use a prediction service to load pages more quickly" setting, you will see Controllable by RLI Extension in green text. If something else is controlling this setting, you will see Uncontrollable by RLI Extension in red text. You can then review your other extensions to see what is controlling, and potentially enabling, the setting. Click HERE to download the extension. The instructions for publishing can be found at: https://support.google.com/chrome/a/answer/2663860?hl=en. Information about automatically installing the extension on your Chrome devices is at: https://support.google.com/chrome/a/answer/6306504?hl=en&ref_topic=6178561.
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Accelerated Math Renaissance Place, Accelerated Reader Renaissance Place, AccelScan, English in a Flash Renaissance Place, KeyWords Renaissance Place, MathFacts in a Flash Renaissance Place, Renaissance Home Connect, Renaissance Place, Renaissance Responder, STAR Early Literacy Renaissance Place, STAR Math Renaissance Place, STAR Reading Renaissance Place, STAR Reading Spanish Renaissance Place are trademarks
of Renaissance Learning, Inc. and its subsidiaries, registered, common law, or pending registration in the United States and other countries.