U-Explore Support :
Frequently Asked Questions

We have endeavoured to cover the most common questions in the FAQ below - if you have a question or issue that is not addressed here, please contact us via support@u-explore.com

U-Explore FAQ : Frequently Asked Questions

Preparing to use U-Explore

Will my computer run the U-Explore web application?

The U-Explore online web application is accessed via a modern web browser, and as such requires an internet connected computer or device capable of playing rich media applications using the free Adobe Flash plugin, with reasonable speed.

You can view our minimum and recommended system specifications which provide a guideline as to the recommended and minimum level of computer or device required to use U-Explore.

You can test your computers internet connectivity by using our connectivity & bandwidth tester. This checks the currently available bandwidth will be capable of streaming our video media and that your network is allowing connection to our services.

Does U-Explore store any information on client computers?

No, apart from the temporary data flash stores while in use, and the temporary session cookies that .NET uses to store information about your current session, U-Explore does not save any information on the local client computer. All information is requested from the source servers each time it is needed. This guarantees the content accessed is always up to date.

What security precautions does U-Explore use when transmitting information across the internet?

All personal information, including usernames and passwords, is encrypted and encoded when sent to, or received from, the internet using multiple techniques including SSL, MD5 and AES.

What domains does U-Explore need access to?

U-Explore will only access its source servers via the domains or sites listed below. Any changes to the domains listed, will be given in advance.

For student use, anonymous HTTP access is required from the client machines to the following internet addresses (please note in particular the spelling of u-xplore without the "e"):-

  • www.u-xplore.com
  • xml.u-xplore.com
  • tracking.u-xplore.com
  • media.u-xplore.com
  • modules.u-xplore.com

For tutor/administrator use, HTTP access is required from the client machines to the following internet addresses:-

  • ms.u-xplore.com
  • support.u-xplore.com

What information does U-Explore transmit or receive across the internet?

U-Explore communicates via XML, SOAP, JSON and RSS with its source servers, to facilitate login, tracking and for retrieving new and updated content which we display within the U-Explore online web application. We also use these methods for reporting of statistics and other information in our Teacher Management Suite. U-Explore also fetches new and updated graphics and progressive video content from its source servers.

Are there any versions of Flash Player to avoid?

As per the U-Explore Technical Specifications Help Sheet, we recommend you keep up to date with releases of the free Adobe Flash Player, as they periodically make speed and security improvements.

Due to a known issue in Flash Player 11.0.1, U-Explore will not function to it's normal capabilities. It is recommended you upgrade to a version after 11.0.2, or downgrade to 10.3 if this is not possible for some reason.


For Learners

Logging In

I have forgotten my Username

When you register with U-Explore you are requested to input a current email address. You can also enter or change your email address in your profile once you have logged into the U-Explore online application. If you have entered your email address using these methods you can use the 'Forgot Password' and 'Forgot Username' facilities on our website. Your details and clear instructions will then be emailed to you. Simply follow these instructions to re-access U‑Explore.

If you have not entered your email address, or do not receive an email at the address you thought was linked to your username, please contact your tutor or teaching professional who will be able to change your password using the Teacher Management Suite.

I have forgotten my Password

When you register with U-Explore you are requested to input a current email address. You can also enter or change your email address in your profile once you have logged into the U-Explore online application. If you have entered your email address using these methods you can use the 'Forgot Password' and 'Forgot Username' facilities on our website. Your details and clear instructions will then be emailed to you. Simply follow these instructions to re-access U‑Explore.

If you have not entered your email address, or do not receive an email at the address you thought was linked to your username, please contact your tutor or teaching professional who will be able to access your username, or change your password if necessary, using the Teacher Management Suite.

The login button does not respond or display properly

We have experienced scenarios in Internet Explorer 10 where the Login button does not appear to respond when clicked, and/or does not display as an orange button.  This is a byproduct of the browser being in 'Compatibility View' either as a fixed setting, or specifically for the U-Explore site, and rendering the page incorrectly as a result.  This may have been inherited from when your school or college was previously using IE8, when compatibility view would solved some issues with that earlier version of the IE browser.

Compatibility View should only be turned on when necessary and is generally shown with a broken page icon on the address bar (though it is more hidden in IE11+) and if shown, this mode can be toggled off by simply clicking this icon.  Your tutor or adviser may need to consult your IT administrator to view and potentially remove our URL from the Compatibility View Settings panel.  See Microsoft's assistance on Compatibility View for more information.

My username is locked out

You may attempt to login but are then shown one or more LOCKED OUT product thumbnails and a message that your user account is locked out.  Our system will apply a lockout on a user account after 5 unsuccesful attempts to log in.

You can remove a lock on a user account by changing the password, even if you 'change' it to the one you currently use, so try this first at the Forgot Details page. This does rely on your having given the U-Explore system a valid email address either when first registering, or since then in the Profile section, as clear instructions on resetting the password will be emailed to you as part of the process.

An tutor or advisor with access to our Teacher Management Suite can also reset your password for you but if this does not resolve the problem then your user account may have additionally expired (see below). For additional help with a locked out user you can email support@u-explore.com who can assist you further.

My username has expired

If you attempt to login but are then shown one or more EXPIRED product thumbnails and a message that your user account has expired, this could be related to your school or training provider's license having expired (see below) or that the expiry date on your user account has passed.

An tutor or advisor should email support@u-explore.com who can assist you further.

My school is disabled or license expired

If you login but are then shown EXPIRED product thumbnails, you may see a message that your school is either disabled or that your license has expired.  This could happen if the license that we grant your school or training provider to access U-Explore has not been renewed.

To resolve this issue you will need to refer this problem to your tutor or advisor, who can contact U-Explore Support regarding this.

When logging in to U-Explore I am told my launch token is invalid

U-Explore utilises security measures to ensure that your details are protected, including protection against someone trying to re-use a URL for your U-Explore session to attempt to sign in as you.

In the very rare case that there has been a problem with the initial set up of your school, college or training provider, or some other unexpected issue, you may see a message informing you that 'Sorry, that launch token is invalid' if these security measures are not satisfied. Please inform your tutor or advisor who can contact U-Explore to resolve this.

Registering

I don't know the Student Registration Code for my school / college / training provider

Please contact your teacher / training advisor who can provide you with this code, which is specific to the school, college or training provider you are learning with.

When registering I cannot find my school / college / training provider in the drop-down list

Check you have selected the correct County and then Town before contacting your teacher / training advisor who can contact U-Explore to bring it to our attention, if necessary.

Using U-Explore

When using U-Explore, I see a message that 'content is blocked'.

U-Explore does not use the phrase 'Content Blocked' at any stage in the product, so if you see this it is generally from a content filtering system within your own network. Please contact your teacher / training advisor, who will contact your local IT Network Administrator.

U-Explore is slow to respond, or has connectivity problems

If the U-Explore online application is unusually slow in loading content or moving between pages, or produces a dialogue box about a problem with connectivity and/or reaching certain files you should contact your teacher / training advisor, who will contact your local IT Network Administrator or U-Explore as necessary.


For Parents

Registration

I don't know the Parent Registration Code for my child's establishment

Parent Registration Codes are contained in the Welcome Pack that is mailed to the establishment your child attends at the start of your license period and are also sent via email to the main contact for U-Explore within this establishment. Please contact your child's establishment and request the code.

If the establishment cannot supply the codes requested please contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com


For Teachers & Advisors

Logging In

I have forgotten my Username, or need to support a student who has

When you register with U-Explore you are requested to input a current email address. You can also enter or change your email address in your profile once you have logged into the U-Explore online application. If you have entered your email address using these methods you can use the 'Forgot Password' and 'Forgot Username' facilities on our website. Your details and clear instructions will then be emailed to you. Simply follow these instructions to re-access U‑Explore.

Alternatively, tutors with appropriate access to the U-Explore Teacher Management Suite can look up usernames and change passwords, when necessary.

I have forgotten my Password, or need to support a student who has

When you register with U-Explore you are requested to input a current email address. You can also enter or change your email address in your profile once you have logged into the U-Explore online application. If you have entered your email address using these methods you can use the 'Forgot Password' and 'Forgot Username' facilities on our website. Your details and clear instructions will then be emailed to you. Simply follow these instructions to re-access U‑Explore.

Alternatively, tutors with appropriate access to the U-Explore Teacher Management Suite can look up usernames and change passwords, when necessary. Having selected an individual student in the filter bar, the option to 'Change Password' will appear in the Utilities pane in the left column.

The login button does not respond or display properly

We have experienced scenarios in Internet Explorer 10 where the Login button does not appear to respond when clicked, and/or does not display as an orange button.  This is a byproduct of the browser being in 'Compatibility View' either as a fixed setting, or specifically for the U-Explore site, and rendering the page incorrectly as a result.  This may have been inherited from when your school or college was previously using IE8, when compatibility view would solved some issues with that earlier version of the IE browser.

Compatibility View should only be turned on when necessary and is generally shown with a broken page icon on the address bar (though it is more hidden in IE11+) and if shown, this mode can be toggled off by simply clicking this icon.  You may need to consult your IT administrator to view and potentially remove our URL from the Compatibility View Settings panel.  See Microsoft's assistance on Compatibility View for more information.

A user is told that their username is locked out

You may attempt to login but are then shown one or more LOCKED OUT product thumbnails and a message that your user account is locked out.  Our system will apply a lockout on a user account after 5 unsuccesful attempts to log in.

If the user has entered a valid email address when first registering to the U-Explore or via the Profile within U-Explore once logged in, they can use the Forgot Details feature at the Login page to reset the password (even if you reset it to the same current password), which would remove the lockout in the process. Clear instructions will then be emailed to the user as part of the process. Simply follow these instructions to re-access U-Explore.

Alteratively you can contact a tutor or advisor within your establishment with access to the U-Explore Teacher Management Suite, who can can access usernames and reset passwords directly.  If neither of these solutions solves the issue then the user account may have expired and you should contact U‑Explore's Customer Service Department on 0113 276 8080 or email support@u-explore.com who can assist you further.

A user is told that their username has expired

If a user attempts to login but is then shown one or more EXPIRED product thumbnails and a message that their user account has expired, this could be related to your school or training provider's license having expired (see below) or that the expiry date on the user account has passed. With the exception of trial and demonstration users, these are generally perpetual and it will be the establishment or license likely having reached expiration (see the section below).

A tutor or administrator within your establishment should contact U-Explore's Customer Service Department on 0113 276 8080 or email support@u-explore.com who can assist you further.

A user is told that their school is disabled or license has expired

If you login but are then shown EXPIRED product thumbnails, you may see a message that your school is either disabled or that your license has expired. This could happen if the license that we grant your school or training provider to access U-Explore has not been renewed.

To resolve this issue you will need to contact U-Explore's Customer Service Department on 0113 276 8080 or email support@u-explore.com who can assist you further.

When logging in to U-Explore a user is told their launch token is invalid

U-Explore utilises security measures to ensure that users details are protected, including protection against someone trying to re-use a URL for your U-Explore session to attempt to sign in as you.

In the very rare case that there has been a problem with the initial set up of your school, college or training provider, or some other unexpected issue, a user may see a message informing them that 'Sorry, that launch token is invalid' if these security measures are not satisfied. We can resolve this if you contact U‑Explore's Customer Service Department on 0113 276 8080 or email U-Explore Support, providing us with the username and the establishment the user is registered at.

Registration

I don't know the Student Registration Code for my establishment

Student Registration Codes are contained in the Welcome Pack that is mailed to your establishment at the start of your license period and are also sent via email to the main contact for U-Explore within your establishment.

If the email and Welcome Pack cannot be located please contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

I don't know the Teacher Registration Code for my establishment

Teacher Registration Codes are contained in the Welcome Pack that is mailed to your establishment at the start of your license period and are also sent via email to the main contact for U-Explore within your establishment.

If the email and Welcome Pack cannot be located please contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

When registering I cannot find my school / college / training provider in the drop-down list

Check you have selected the correct County and then Town before contacting U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

A student has registered more than once - how do I merge their accounts?

Tutors with appropriate access to the U-Explore Teacher Management Suite can look up students and merge two accounts together.

Having selected an individual student in the filter bar, choosing what is desired to be their primary username, you will see the option to 'Merge Student' appear as one of the options in the Utilities pane in the left column. Clicking this will take you to a new page where you will be invited to filter and select another account to merge this one with.

Using U-Explore

When logging into, or using U-Explore, I am told that 'content is blocked'.

U-Explore does not use the phrase 'Content Blocked' at any stage in the product, so if you see this it is generally from a content filtering system within your own network.

Please refer your IT Network Administrator to our latest U-Explore Technical Specifications Help Sheet to check that the list of domains has been unblocked and the content types u-explore uses are not blocked.

U-Explore is slow to respond, or has connectivity problems

Please refer your IT Network Administrator to our latest U-Explore Technical Specifications Help Sheet and request that they check that your establishment's systems and network conforms to the correct bandwidth per user specification.

It may be that U-Explore is experiencing a rare outage problem, and you can check the U-Explore Status Monitor page which monitors uptime and the status of our service in real time. If you are still concerned about connectivity you can contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

Management Suite

How do I change my level in the Teacher Management Suite to Administrator?

As you will require permission for this status change please contact the main U-Explore contact, or another professional with administration rights, within your establishment. This status change can be enacted directly by these authorised persons within your establishment by utilising the tools within the U-Explore Teacher Management Suite.

If these authorised persons within your establishment cannot be contacted please contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

The Management Suite appears to be running slower than usual

The Management Suite may become slow when it is waiting for a response from our servers; this is rare but can sometimes happen when requests for information are queued up.

This scenario is mainly due to when the page has not finished retrieving all the information for the current view, and yet the user has already changed to another view. In this instance it will still wait for the old information and will not display the information on the current view until the previous request is complete.

If this occurs please wait for the data to finish compiling and is displayed before making a further request.

What do I do when a student moves to another establishment?

If a student who has registered at your establishment needs to move to another school, college or training provider, they will no doubt wish to continue using their U-Explore login and all the information they have built up in the profile.

You can 'hand over' a student to another establishment who have been registered with U-Explore using a 'Move Student' tool in the Management Suite.

Locate the appropriate student using the filter bar and you will see this option appear down the left hand column under the 'Utilities' section, where you will be invited to indicate and select the establishment they are moving to. If you do not see the desired establishment listed, then please contact U-Explore's Customer Service Department on 0113 276 8080 or email: support@u-explore.com

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