General Troubleshooting for customers using Renaissance
Place hosted by Renaissance Learning.
The troubleshooting processes listed below will help you to
resolve issues specific to your hosted Renaissance Place Website.
If you are experiencing any of the following problems, try
the general troubleshooting processes listed below first. Make sure that you
try using Renaissance Place on multiple workstations or platforms 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 Renaissance Learning Technical Support at
800-338-4204 or email to firstname.lastname@example.org.
Unable to Connect to Renaissance Place
In order to connect to our server, you will need to be able
to connect to the Internet. If you receive Page cannot be displayed or
Server not found when trying to connect to your Renaissance Place site, see
if you can get to other websites. If you are unable to get to other websites,
you could have one of three issues:
- The workstation is not physically connected to the
- The browser needs to be setup.
- Your school or district has a proxy server and the browser
is not configured with the proxy settings.
All three 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
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 connecting to https://hosted28.renlearn.com/rendemo,
which is our demonstration website. You could also try accessing our corporate
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 Learning Technical Support so that we can
assist you with additional troubleshooting.
Unable to Connect the Client Applications
If you can connect to Renaissance Place, but are unable to
connect your client applications (AccelScan or Renaissance Responder), you
could have one of the following issues:
1) You are not
correctly typing in the address of your hosted site. You can check for the
correct address by logging into your Renaissance Place Website and then
navigating to: Product AdministrationDownload
Supporting SoftwareDownloads. 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
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.)
2) 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
a) Close all open
Internet browsers to assure there are no active authenticated sessions.
b) 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
setup as 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 in Renaissance Place
The errors listed below may occur if your district or school
network may have a firewall, proxy server, or content filtering software that
could prevent access to resources that are used by your Renaissance Place
software. To be sure the software functions as designed, add an exception
within your firewall, proxy, or content filtering software to allow inbound and
outbound http and https communication with the *.renlearn.com domain.
Also allow access to and from *.renlearnrp.com. If you are not able to
set this type of wildcard exception, please refer to KB article #9345286 for
additional information on allowing access to the resources used in Renaissance
- A warning alert is appearing on the Renaissance Place
login page indicating you are not able to access resources used by the
- When logging into Renaissance Place its taking over a
minute to access the login page, and each subsequent page within the
- Personnel users are not seeing the Live Support link on
the right side of the screen when logged in.
- When personnel users log into Renaissance Place and click
to expand a product, nothing happens.
- 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 instead, the message Download failed
displays in the browser 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
- 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 closed out.
- While taking a STAR Early Literacy test the question and
answer choices are missing, and/or there is no sound.
- When students click on Take a Quiz, or access their
Bookshelf in the new AR interface, the search tips and book cover graphics
are missing or a broken link is displayed (white box with a small red x in
the upper left corner) in place of the images.
- When students click on Start Working in the new
Accelerated Reader student interface, the page hangs indefinitely with a
If you are receiving an error while STAR testing, especially
when the test is just beginning and it happens every time, check your version
of Adobe Flash Player by going to http://www.adobe.com/software/flash/about/.
If you are not running a supported version, upgrade Flash Player. If you are
already using a supported version, try uninstalling and reinstalling Flash Player.
(An administrator to the computer should always install and uninstall client
If the STAR test seems to freeze but the timer shows towards
the end of the allowed time, the test may have lost focus in the browser. Move
the mouse and click in the middle of the test screen, then try inputting the
If you see the following message, "You are already
taking a quiz. Please switch back to that window," when attempting to
start a quiz using the old Accelerated Reader student interface in Internet
Explorer 7 or below, the Accelerated Reader quiz pop-up window has been
suppressed. You do not have to disable the pop-up blocker altogether, but you
will have to add your Renaissance Place URL to the list of sites allowed to
send pop-ups to each workstations browser, thus enabling the AR quiz pop-up
window to appear when a quiz is called up by the student. The steps are listed
below to add your hosted URL to the list of websites to allow pop-ups from:
1) Open Internet
2) From the Tools
menu, choose Internet Options.
3) Click on the
Privacy tab, and click [Settings].
4) Under the Pop-up
Blocker section, remove the check from Turn on Pop-up Blocker, or click
[Settings] to add your Renaissance Place web site to the list of allowed sites.
5) Click [Apply],
You may also have a third-party browser add-on installed on
your workstations (such as Yahoo! Toolbar or Google Toolbar) that also has a
built in pop-up blocker. If that is the case, either uninstall the toolbar
add-on, or refer to the online documentation to find out how to add Renaissance
Place to the list of sites which pop-ups are allowed from.