If you are having issues accessing Engage, here are some answers to common questions:
Why haven't I received the email? What can I do?
There are a number of possible reasons why the email hasn’t reached your inbox. These are the most common:
- You have not been set up in Engage yet
- The email has gone to your junk or spam folder
- The email address we received is incorrect
- There is a firewall (security software) blocking the email from getting through
- If you are not sure if you are set up in Engage or not, your Program Coordinator will be able to tell you when you are due to be set up in the system. If you are unsure, contact them at the email address you have been given.
- If you think the email has gone to a junk or spam folder, go to your email program and check your junk or spam folder for an email from firstname.lastname@example.org. The subject line would be Engage Enrolment Confirmation.
- If you think we have the wrong email address, let your Program Coordinator know that you haven’t received the email and confirm that they have the correct email address.
- If none of the previous issues are stopping you from receiving emails then it is possible that a firewall (security software) is the blocking the emails. If you think this is the case, ask your Network Administrator or Technical Support for assistance. If you do not have a firewall at home and you are able to do your course work from home, provide your Program Coordinator with your home email address.
I have received the email but the submit button doesn't work!
If the submit button does not work you will need to work through the Technical Requirements below to find out what is causing the problem.
I have forgotten my password. What can I do?
On the Engage log in page, just below the log in fields, there is Forgotten Password link. Click this link and follow the instructions.
There are many programs and devices available on the market. You will find that Engage works better with some more than others. This page describes the ideal and preferred technical set up for the best possible experience with Engage.
Step 1: Perform a system check
Before starting, it is recommended that you perform a system check. Click this link to find out if your system is set up optimally. If you fail any of the system checks, please read the rest of this page to make sure your system is set up optimally. If you passed all the tests, continue on to Engage.
Step 2: Check your device
Engage works best on a computer but will work on most devices including Mac or Windows computers or Android, Apple or Windows mobile phones and tablets. The smaller the screen, the more limited the functionality.
Step 3: Check your browser
On a computer: the latest version of Google Chrome is the best choice for an optimal experience with Engage.
If you do not have Google Chrome, try the latest versions of Microsoft Edge, Mozilla Firefox or Apple Safari. If none of these browsers are available it is recommended that you install Google Chrome. If necessary, ask for help from someone who can provide technical support.
On a mobile phone or tablet: use the most recent versions of the browsers designed for your device.
Step 4: Check your internet access
You will need reliable internet access while you are accessing Engage. This includes:
- Engage website and email address are not blocked by security software (firewall)
- Reliable internet connection or reception e.g. you have enough bars showing on your mobile device
- Decent speed and quantity e.g. you are able to view a number of short videos without penalty
Ask your Network Administrator, Technical Support or Internet Service Provider for assistance.
Step 5: Check your plug ins and settings
For Engage to function smoothly you will need to make sure you have the following features enabled:
- Adobe Flash Player version 10.1 or greater
If you do not know how to do this ask for assistance from someone who can provide technical support.
Step 6: Enhance your experience
If you are interested in enhancing your experience with Engage you can install Pulse for mobile devices.
Still having problems seeing content?
If you have checked all your Technical Requirements and are still having difficulties accessing content or features in Engage it is likely that security software is blocking this content. Contact your Network Administrator or Technical Support for help. If you are unable to resolve the issue then try accessing Engage from another location (e.g. from home or in a library).
A note for Network Administrators
At the very least, the following domains need to be whitelisted for learners to be able to access Engage:
Other domains may need to be whitelisted depending on the course in question and will need to be discussed with your contacts at CIT Solutions. Where ever possible CIT Solutions try to work with their clients to ensure the content being delivered to learners is available to them over their network.
Valuable learning material is available on sites like YouTube and Vimeo, including CIT Solution’s own video productions. It is ideal if YouTube and Vimeo domains are also on the whitelist so learners can see this content. This may be an issue on some of CIT Solutions course sites on Engage.
Once you are enrolled in a CIT Solutions program you will receive an email from Engage prompting you to set up a password. Follow the instructions in the email to gain access.