Technical Support

Video Support Help

Reset Password: Watch a short video on how to reset your password.

Update Contact Information: Watch a short video on how to update your contact information.

Common Issues

For courses that specify that you must complete one section before moving on to the next, and you find that you are unable to advance through a course, then you may not have allowed the previous section to finish completely. Go to the last section you are able to enter; if there is a video and you've already watched it, you can drag the video to the end, allow it to play completely to the very end, and then proceed to the next section. Difficulty viewing videos - Our videos will require a minimum of 5mbps. We suggest closing out all other active programs and restarting your device. Then go to www.speedof.me at the time you are accessing our site.

If you have an anti-virus (Norton, McAfee) or backup application (Carbonite) actively running in the background this may also cause a video to run slowly. Speed will vary by time of day, device, wifi connection, other traffic on your wifi (playing video games or streaming movies), etc. If your screen saver is set to come on frequently, this may cause issues with the videos. Solution: Set your screensaver to come on less frequently, or better yet, stay at your computer and wiggle your mouse occasionally while viewing the videos to prevent the screensaver from activating. If you fail a final exam, please review the content that you would like to prepare for your re-take exam. If you have previously viewed a video in full, you will be able to fast forward through it. Once you have finished reviewing the sections, a new Final Exam will open for you.

Clearing Your Browser Data & Refreshing a Webpage

If a webpage is not loading correctly, displaying outdated information, or behaving unexpectedly, your browser may be using stored information from an earlier visit. Clearing your browser data and performing a hard refresh can often resolve the issue.

Step 1: Try a Hard Refresh

A hard refresh reloads the webpage and tells your browser to retrieve updated page files rather than relying on previously stored versions.

Windows PC

Chrome, Edge, or Firefox

- Press Ctrl + Shift + R
- Or press Ctrl + F5

Mac

Chrome or Firefox

Press Command (⌘) + Shift + R

Safari

Try Command (⌘) + R to reload the page.
If the problem continues, clear the website data/cache using the Safari instructions below.

Tip: Start with a hard refresh. If that doesn't solve the problem, clear your browser's cache and cookies.

Step 2: Clear Browsing Data

Clearing cached files and cookies may sign you out of websites. You generally do not need to delete saved passwords or autofill information.

Google Chrome — Mac or PC

Open Chrome.
Click the three dots (⋮) in the upper-right corner.
Select Delete browsing data.
Choose a Time range. For troubleshooting, select All time.
Select:
- Cookies and other site data
- Cached images and files
You may also select Browsing history if desired.
Do not select saved passwords unless you intentionally want to remove them.
Click Delete data.
Close and reopen Chrome.
Return to the website and sign in again if necessary.

Microsoft Edge — Mac or PC

Open Microsoft Edge.
Click the three dots (…) in the upper-right corner.
Select Settings.
Select Privacy, search, and services.
Find Clear browsing data.
Select Choose what to clear.
Choose All time as the time range.
Select:
- Cookies and other site data
- Cached images and files
Click Clear now.
Close and reopen Edge.

Mozilla Firefox — Mac or PC

Open Firefox.
Click the menu button (☰) in the upper-right corner.
Select Settings.
Select Privacy & Security.
Find Cookies and Site Data.
Choose the option to clear the stored data.
Select the cookies/site data and cached web content you want removed.
Clear the selected data.
Close and reopen Firefox.

Safari — Mac

Clear Website Data

Open Safari.
From the menu at the top of your screen, select Safari → Settings.
Select Privacy.
Click Manage Website Data.
To completely clear stored website data, select Remove All.
Confirm the removal.
Close and reopen Safari.

You can also remove data for one specific website instead of clearing everything. Find the website in Manage Website Data, select it, and click Remove.

Clear Safari History

Select History from the menu at the top of the screen.
Select Clear History.
Choose the desired time period.
Select Clear History.

Important: Clearing cookies and site data can sign you out of websites. Clearing cached files removes temporary copies of webpage content but does not delete your personal documents or downloaded files. Chrome and Edge both allow you to choose exactly which types of browsing data you want to remove.

Still Having Trouble?

After clearing your browser data:

Close the browser completely.
Reopen it and return to the website.
Sign in again if necessary.
Make sure your browser is up to date.
If the problem continues, try opening the website in a different browser.

For example, if you normally use Safari, try Chrome. If you normally use Chrome, try Edge or Firefox.

Zoom Help

If you are attending a TRELG livestream class, please review the following information before your session. Zoom is free and easy to use. We strongly recommend testing your device, camera, microphone, and internet connection in advance using the following link: Zoom Test Meeting

Need help joining a Zoom meeting? This short tutorial video walks you through the process: How to Join a Zoom Meeting. Please plan to log in early. Zoom sessions typically open 15 minutes prior to the scheduled class start time. Due to instructor preparation and attendance procedures, technical support may be limited immediately before class begins.

Important: Your webcam/video must remain on for the entire class session. This is required for attendance verification and there are no exceptions. Attend class from the comfort of your home or office while still participating in a live, interactive learning environment.

Livestream Preparation

To help ensure a smooth class experience, please complete the following before class:

Review your confirmation and reminder emails for Zoom links, schedules, and course materials.
Verify that your email address is current in your TRELG Student Center account at:
TRELG Student Center
Check your spam or junk folder if you are missing an email.
Update your Zoom display name so it matches your course registration name.
Test your audio and video settings before class begins.
Keep your microphone muted unless participating in discussion.

Livestream / Zoom Etiquette

In accordance with TRELG policies approved by the Maine Real Estate Commission:

“An internet live class shall have live video and audio feeds of all participants that will allow real-time visualization and communication among all participants, and the Course instructor shall only issue a completed course affidavit to a live-class attendee who was present by video and audio throughout the entirety of the course.”

Please treat livestream classes the same as an in-person classroom environment.

Expectations During Class

Be logged into Zoom and on-screen at least 5 minutes before class begins.
Keep your camera on for the entire course.
Mute your microphone unless instructed to speak.
Use the raise hand feature when appropriate.
Cell phone use is discouraged unless approved by the instructor or administrator.
Do not drive or travel during class. Participants observed driving will be removed from the session.
Remain seated with your device stationary throughout the class.
Avoid side conversations or distractions during instruction.

Continuing Education Attendance & Certificates

To receive your completion certificate for livestream continuing education courses, you must:

Meet attendance requirements (on camera for entire session)
Submit the course evaluation

Important: Course completion certificates will be available for download or printing once you complete the Course Evaluation.

A Zoom Administrator may monitor chat and attendance during the course. Instructors may not be actively monitoring the chat while teaching.

Thank you,

The Real Estate Learning Group®

Questions? Contact info@trelg.com