Quickly Access the Regis Site and Your Course!
Follow these Troubleshooting Steps.
*Please note that the platform is optimized for Google Chrome and EDGE. If you are using another browser, errors may occur.
Confirm URLs
First, confirm you are accessing the correct URL and ensure that the Chrome or EDGE web browser is used to access the site.
Authors, Administrators, and/or Facilitators
Confirm you are accessing the correct Enterprise URLs for your organization:
Your links will look something like this:
Portal and Studio https://XXX.regis-co.com/
Dashboard https://xxx.regis-co.com/dashboard
Learners
Confirm the Project Link and Course Assignment via your Administrator
Reach out to your manager to have them confirm that you have been assigned to the Course and that you have the correct URL.
Reviewers, Testers, QA
Confirm you are accessing the correct link via your Author or Administrator.
If you are still having issues, please inquire where it was generated from so Regis Support can further investigate:
For example, is this a "review link", "test link", "public link","sessionless" link (from Studio), or an "anonymous" link generated in the dashboard after setting up a session?
If a dashboard session link, check that the date range is accurate and includes the correct settings for the desired login.
Troubleshoot
*Please ensure that the Chrome or EDGE web browser is used to access the site
Confirm that your Wi-Fi is connected
If the login screen itself fails to load, then it is highly likely that either the local machine or network is blocking the web requests to the Regis servers.
We see this happen from time to time when accessing via a moderated internet connection or a client machine with special security protocols.
Try Clearing Your Cache
Using the Chrome or EDGE web browser, open menus used to clear your cache, cookies, and history, press Ctrl-Shift-Delete (Windows) or Command-Shift-Delete (Mac).
Ensure your Firewall Rules Allow Access
If you have any issues accessing the site (blank white or grey screen), you may have to do the following:
Please try using either a personal or home network or a different machine to see if the site loads accordingly. If it does, please work with your internal IT team to do the following:
Contact your company's internal IT Department and request that they whitelist:
Verification emails are coming from:
[email protected]
If pictures or assets fail to load, but all other data is loading, then clients will need to whitelist the CDN URL:
cdn.regis-co.comIf your IT administrator will not whitelist our site, then you will need to use a different internet connection, like your home wifi connection.
NOTE: Assisting with Firewall rules is not something that Regis support can access or assist with.
Common Error Messages
"Not Authorized"
This occurs when the user is not enrolled in the session they are trying to access.
Please have the facilitator or Admin user assign them to the session, and then have them try again.
"Access Denied"
This occurs when the user's password is incorrect. Please reset your password or contact your Administrator to help reset it for you.
For any other error message, please take a screenshot, include the URL, and email it to us at [email protected]
"No session found"
The No Sessions Found error message occurs when the user is not enrolled in any sessions for the course they are trying to access.
Please have your Facilitator or Admin assign the user to the session, and then have them try again.
"Server Error"
You'll need to Enable Third Party Cookies
Typically a server error message is due to the server request being blocked on the user’s machine. This most commonly occurs if the user’s browser has not been configured to allow third-party cookies. This can be updated in the browser settings:
1. Click the ellipses in the top right-hand corner and navigate to Settings
2. In the tab that opens up, navigate to the Security and Privacy tab on the left
3. Expand the Cookies and other site data section and make sure either “Allow all cookies” or “Block third-party cookies in Incognito” is selected
Alternatively, there might be additional security software on the user’s machine that could be blocking the connection to Regis services. If the above fails, then they might try accessing the from a different device altogether.
Reach out to Regis Support
Search our Help Center: https://help.regis-co.com/en/
Chat with us or Email Support: [email protected]
Still having issues?
Please send a support message to: [email protected] or reach out via the chatbot and include the following information:
What operating system and browser are you using?
What URL are you trying to access?
What is happening that is blocking your access?
Please include a screenshot!
