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, 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 Renaissance Learning Technical Support at
800-338-4204 or email firstname.lastname@example.org.
Unable to Connect to Renaissance Place
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 Place 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 WiFi OR 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
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
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 has a firewall, proxy server, or content filtering software that
is preventing 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, *.renlearnrp.com, and *.renaissance.com domains.
- 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.
- 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
- 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 mouse and keyboard practice or the practice questions, the question and
answer choices are missing, the image for the Listen button disappears, and/or there is no sound.
- When students click on Take a Quiz or access their
Bookshelf, 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 Accelerated Reader, the page hangs indefinitely with a
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.