To reset your PIN, follow these steps:

1. Open the Acellus App.
2. Select Parent / Teacher Sign-in
3. On the PIN Prompt, select “Forgot your PIN?”
4. Enter a new PIN twice.
5. Enter your phone number.
6. Select Voice Call or Text Message.
7. Select the Send Code button.
8. Enter the verification code you are sent and submit it.
9. Upon completing all of these steps, your new PIN has been set and you will be signed into the Parent Interface.

Several different problems can cause difficulty playing video lessons:

Incorrect software configuration – Please ensure your student is using the latest version of the Acellus App on a supported device/OS shown in the table above.

Network/Internet connection problems – If Wi-Fi is being used in the home, we recommend that to optimize the Wi-Fi:

• Use 802.11n wireless for the client computers.
• Use high-quality wireless hardware. Check for interference using the tools provided on your access point.
• Make sure your student’s work area is close to your access point.
• Make sure to avoid mounting the access point close to fluorescent lights, microwaves, other sources of electrical interference.
• Use WPA2 with AES security.

If issues persist after implementing these suggestions, there may be interference from other access points. Please contact your Internet service provider.

Video issues can also be caused by insufficient bandwidth. If possible, please ensure that you have sufficient bandwidth to accommodate the number of students using Acellus at home. (Each video stream is approximately 300 Kbps. Typically, an online user plays video 50% of the time.)

Try a Different Device – If you have already updated your device, try using a different device.

Issue:
Repeating lesson videos that were already previously watched.

This problem is often caused by one of two issues. Sometimes there is a Wi-Fi / Internet issue similar to those listed under “Video Error Message” or “Video is Taking too Long to Play” (see above).

However, sometimes the student reports that the video keeps starting over when they are struggling with the material. When students repeatedly enter wrong answers to questions, Acellus sometimes assists by replaying the lesson video or starting another video on the same topic.

To determine whether or not this is the problem, you can do the following:

1. 1. Sign into the Parent Account. (Need step-by-step instructions?)
   2. Select the student’s name -> the Course -> the last problem step done by the student.

If you encounter incorrect answers interspersed with multiple help videos (and possibly some correct answers), then this is likely the issue.

Solution:
Acellus provides additional help beyond the extra help videos already seen, including an on-screen Lesson Manual and, often, Problem-Solving Help (short videos explaining how to solve a particular type of problem a student has already encountered). To access these help items, in the Student Interface, while viewing the problems, select the Help tab on the right side of the screen. Here, you will find buttons for the Lesson Manual, Lesson Videos, and occasionally Problem-Solving Help. Often, with additional help from Acellus, students can gain the understanding they need to move forward.