Troubleshooting

“When I try to load REfLECT all I get is a grey screen”

This could be an issue with your pop-up blocker, to turn this off:

  1. Click on Tools in the left hand corner of the address bar of your internet browser.
  2. Select Pop-up Blocker, then Turn off pop-up Blocker.

If you are using Realplayer Version 11 or higher;

  1. Click on Tools in the right hand corner of the address bar.
  2. Select manage add-ons.
  3. Select Enable or Disable Add-ons.
  4. Select Realplayer from the list and then click on Disable at the bottom left corner.

 

“I continue to be unable to log on to REfLECT despite turning off my pop-up blocker”

Please make sure that you have the minimum system requirements you can use the browser check at PebblePad to check your computer settings.

  1. Go to www.pebblepad.co.uk (external website opens in new window)
  2. The PebblePad page opens
  3. Click ‘Browser check’ at the bottom right hand corner of the page
  4. Make sure your Report looks like the screen below:

What the browser check report should look like

“I keep getting ‘Server Error’ message when trying to view uploaded assets”

Your file will need to be uploaded again.

  1. Click on upload file.
  2. Click on single file.
  3. Then click on upload file at the bottom right of the page. Your screen should look as below:

What the uploaded asset window should look like 

 

  1. Click on Browse, double click on the required file.
  2. Then click upload, this will take you back to single file screen.

 

“I keep getting ‘Asset could not be found’ when accessing a shared asset”

  1. Follow the email instructions
  2. Click on the link included in your email content it will take you to the REfLECT page
  3. It will give you 2 options to select:
  • IfL member and
  • Email address and password sent by REfLECT
  1. Select Email address and password sent by REfLECT
  2. Input your email address as your username, your password stays the same
  3. Click on Download or View file. If the View file fails, click on refresh (two green arrows in a circle on your address bar)
If you continue to have problems, please email cpd@ifl.ac.uk or call 0844 815 3202 (select option 2)