If you receive an error message when trying to access or log in to Pivot Interactives, here are some things to check if you can't access Pivot Interactives:

1. Your email or password is not correct

It's easy to forget or mistype a password. You can request a password reset as shown below. This will send an email to the address you used when creating your Pivot Interactives account. Check your spam/junk inbox if you don't get this email within a few minutes.

If you mistyped your email address when you created your account, the password reset won't work because it will try to send an email to your mistyped email address. In this case you can still log in if you remember your mistyped email and the password you used. As a teacher, you can see the email address that your students used to create their account. You can help them if the mistyped the email. As a teacher, if you think you mistyped your email address when you created your account, contact our tech support by clicking the chat bubble at the lower right of the screen or sending an email to info@pivotinteractives.com.

Neither teachers or our tech support have access to any user passwords (except their own).

2. You are not able to connect with our servers

If you get the error message below, your computer is having trouble connecting with our servers. 

Here are some possible reasons why you might get this message:

  • Our website might be experiencing problems. This is not the most likely reason, because our remote cloud servers are extremely reliable. If all the other tests below fail to help, contact our tech support at info@pivotinteractives.com
  • Your computer is not connected to the internet. Check to see if you can access other sites. Sometimes you can see cached versions of websites on your computer even if you are not connected, so make sure to click a link on a website to check that you are currently connected.
  • Your browser settings are preventing access. Make sure cookies and localstorage are not blocked. Again, you can test this by trying to access your account using a different browser or different computer. If you are able to access Pivot Interactives using an alternate browser or different computer, you may need change the settings on the browser you originally used, or switch browsers.
  • The network you are using has a VPN or firewall that prevents access to our site.You can test this by trying to access Pivot Interactives using a different network such as your home wifi, or using a hotspot. If your network is blocking access to Pivot Interactives, you may need to contact your network admin to create an exception for Pivot Interactives. The firewall should allow exceptions for:

    https://app.pivotinteractives.com/*
    https://api.pivotinteractives.com/*
    (both need to be accessible via xhr requests)
    https://s3.us-west-2.amazonaws.com/pivotinstances
    https://s3.us-west-2.amazonaws.com/pivotassets

    This is also called whitelisting.
  • Adblocker software is preventing access to our servers. We don't use advertising of any kind in Pivot Interactives. But we do use software that tracks users actions within Pivot Interactives. We use this to improve performance, speed, and reliability, and to create new features. In some cases, the software we use can cause adblockers to prevent access. Try disabling your adbocker, or try accessing Pivot Interactives with a different browser or computer. If you are able to access Pivot Interactives while bypassing your adblocker, you may need to add Pivot Interactives as an exception in the adblocker.
  • Your browser is not supported by Pivot Interactives Here is a  list of system requirements for using Pivot Interactives. Other browsers may work, but may also have intermittent problems.

If you can access https://www.pivotinteractives.com, but you cannot access https://app.pivotinteractives.com, then your browser security or network security is blocking you from accessing Pivot Interactives.

3. Your computer or network blocks access to Amazon AWS S3

  • If you can access Pivot Interactives, but you can't see videos. You get an error message saying "There was an error playing this video."
  • This shows that your computer is connected to the internet and that Pivot Interactives website is responding correctly, but that some network or computer settings are preventing access to storage networks like Amazon AWS S3. 
  • One example is xfinity and the "safebrowse.io" used for parental control
  • Contact your network administrator or internet provider if you have this error.
  • You can also contact us at info@pivotinteractives.com for more help

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