By continuing to use this site, you agree to the use of cookies to provide you with better services. Read our cookies policy
X

How can we help you?

 
FAQ
Clearing your browser’s cache can help resolve issues such as: 
  • Audio not recording or playing
  • Slow Web page loading
To clear your browser’s cache, log off from One and close all browsers, and then follow the instructions for the specific browser that you are using.

Note: If you have login issues, you may want to also delete cookies.

Microsoft Edge:
  1. In Microsoft Edge, click on the hub icon User-added image >>  User-added image 
  2. Select Clear all history.
  3. Select the Cashed data and files box.
  4. Click Clear.


Internet Explorer 11:
  1. Go to the Tools menu, and click Delete Browsing History.
  2. Select the Temporary Internet Files and website files check box.
  3. Make sure that Preserve Favorites website data is unchecked. 
  4. Click Delete.
User-added image


Internet Explorer 9 ~ 10:
  1. Go to the Tools menu, and click Delete Browsing History.
  2. Select the Temporary Internet Files check box.
  3. Make sure that Preserve Favorites website data is unchecked. 
  4. Click Delete.
For additional information regarding IE settings, visit: https://support.microsoft.com/en-us

Firefox:
  1. Click the Library button 57 library icon , click History and then click Clear Recent History
  2. Select how much history you want to clear:
    • Click the drop-down menu next to Time range to clear to choose how much of your history Firefox will clear.
    History Win2
    • Next, click the arrow next to Details to select exactly what information will get cleared. 
    History Win3 Fx11
  3. Finally, click the Clear Now button. The window will close and the items you've selected will be cleared.

There exists another option for Firefox:
  1. Click the menu button Fx57Menu and choose Options.
  2. Select the Privacy & Security panel.
  3. In the Cached Web Content section, click Clear Now.
 
For additional information, visit: https://support.mozilla.org/en-US/products/firefox

Google Chrome on Windows:
  1. In the browser toolbar, click the 3-dot (ellipses) User-added image icon. Older versions display a wrench.
  2. Click on More Tools > Clear browsing data...
 
User-added image
  1. From the drop-down menu, select how much history you want to clear. To clear your entire browsing history, select the beginning of time.
  2. Select Cached images and files.
  3. Click Clear browsing data.
 
For additional information, visit: https://support.google.com/chrome/

Safari on Mac
  1. On the Safari menu, click Clear History...
User-added image
  1. From the drop-down menu, select how much history you want to clear. To clear your entire browsing history, select all history.
  2. Click Clear History.
User-added image
 
For additional information, visit: http://www.apple.com/support/
 
​Google Chrome on Mac:
  1. On the Chrome menu, click Clear Browsing Data...
User-added image
 
  1. Click the Clear Browsing Data box.
For additional information, visit: https://support.google.com/chrome/

The One System Check will assist you in identifying and troubleshooting the following issues:

  • Audio
  • (Flash Settings)
  • Microphone
  • Speech
To perform a System Check: 
  1. After logging into One, click the System Check link on the bottom right of the home page.

User-added image

  1. The Audio check page is displayed. To verify that your audio is working, click the speaker icon.

User-added image

After completing each test, click Next.

User-added image

  1. To check your Flash Settings, click the Set Flash Permission button. 
User-added image
  1. ​Select Allow and Remember so that Adobe Flash Player can enable your microphone for speaking activities.

User-added image
 

  1. Click the Microphone icon tab and select the correct microphone from the list. Your microphone volume indicator should show a positive green bar:

User-added image

Note: If you are using Google Chrome and see the message: “http://edge.globalenglish.com/ is requesting microphone and camera permission” at the top of the browser, click Allow.

  1. When testing your recording, speak clearly and slowly, pronouncing as closely as possible the sentence given by the system.
  2. Clicking on the Recording button.
  3. After recording the sentence, press the Stop button.
  4. Click Listen to play back the recording.
User-added image

Note: We highly recommend a headset with integrated microphone to perform a System Check. 
When recording a sentence, you should see the volume bars going up and down. If you see no bar, the system will generate a message saying the volume is too low. If the bars go up to the red color, the system can generate a message saying there is too much background sound.

User-added image
If you have lost your username or password, please follow the instructions below:
  1. On the One login page, click "Forgot your password?".
  2. In the email address box, type the email address that you used to subscribe to One, then click Submit.
  3. You will receive an automated email which will provide you a link to reset your password.
  4. Click Reset Password.
    Please note: If your email address is associated with multiple usernames and accounts, click the Manage Account button.
  5. On the next page that appears, you will see a list of all your currently active and inactive accounts linked to the same email address. Highlight the user account for which you wish to reset the password and click Submit.
  6. You will now be able to reset your password. 
Please note that you must select a new password. New password cannot be the same as the previous one.
Please find attached a few frequently asked questions about Reach.

>>Click here for more FAQs