• I can't find my school

    If you can't find your school on Edpuzzle, you can always enter your school name into our database!

    Just type in your school name, and if no results come up, hit the "Add new school" option. You'll be prompted to enter the city that your school is in, and then you'll be all set! Your colleagues will easily be able to join this school so you can start collaborating.

  • How to enable microphone usage, I can't record my audio notes or voiceovers.

    In order to record audio for your video lesson, use of the microphone in your computer must be enabled. If you have the microphone blocked by default and need to enable it, follow the relevant link for the browser you use.

    Chrome: https://support.google.com/chrome/answer/2693767?hl=en

    Firefox: https://support.mozilla.org/en-US/questions/1168156

    Internet Explorer: https://content001.bet365.com.au/help/docs/FAQ/English/InternetExplorerFAQ.pdf

    Safari: https://support.apple.com/en-gb/guide/safari/websites-preferences-ibrwe2159f50/mac

    Microsoft Edge: https://privacy.microsoft.com/en-us/windows-10-camera-and-privacy

    If you're still having trouble enabling your microphone, contact support@edpuzzle.com and we'll do our best to help!

  • Playlist of videos. Merge two videos.

     

    Unfortunately this feature is not available on Edpuzzle at the moment. However, we have a suggestion!

     

    We recommend changing the title of the videos and adding indicators at the end like "Part 1 of 3", "Part 2 of 3", etc. In doing this, students will know how many videos they have to watch, and know which order to watch them in.

     

    Learn how to change the title of an assignment here: https://support.edpuzzle.com/hc/en-us/articles/360007543852-Can-I-title-my-video-

  • Multicrop

    Unfortunately, at the moment it's not possible to remove or move multiple sections of a video. Only the beginning and end of a video can be clipped.

    We know that "multicrop" is something that would be very useful, but our goal is to keep Edpuzzle as easy to use as possible, and this feature is quite complicated.

    For a temporary workaround, create multiple assignments from the same video and assign them individually. Your students will thank you for the shorter videos!

  • I selected specific correct answers on my multiple choice, but all my answers are appearing correct.

    We're sorry to hear that the multiple choice function isn't working for you! We suggest double checking that when creating the question the correct and incorrect answers were properly tagged with a green check mark or red "X". You can do so by following these steps:

     

    From the video edit page before assigning

    To double check this, once you have created your multiple choice question and written down the selection of answers, look through them one-by-one and see if the green check and red "X" match what you intended. Here's an example where the correct and incorrect answers were not assigned correctly, oops!

     

    Editing after adding the question and assigning the video

    To update a multiple choice question after it has been assigned, you'll need to delete the assignment and reassign the lesson after you make the edits. Here's an article that explains how to delete and reassign:https://support.edpuzzle.com/hc/en-us/articles/360007501911-Edit-an-assigned-video-lesson

     

    Hopefully the answers and grading match up now!

     

    If you've tried the steps above and are still seeing the issue, please reach out to us at support@edpuzzle.com.

     

     

  • Can I watch videos offline?

    Right now videos on Edpuzzle are not available without an internet connection. An internet connection is necessary so that teachers can see the progress of their students as they complete a video lesson. We track all the information on our servers so teachers can follow the activity of their students without any delay.

    We also monitor internet speed of the user to adjust video quality and ensure that users have the smoothest experience possible with their connection.

    We will explore the option of offline viewing in the future, but at the moment, be sure that students are connected to the internet when they complete their assignments :)

  • I assigned a video to a class and it's not there.

    If you can't find an assigned video in the My Classes tab, make sure that you have looked in both the Due Assignments and No Due Date sections within My Classes 

    If you find your video in the No Due Date section and you would like it to have a due date, you can add one by clicking on the video and then clicking Change in the due date section on the right side of the page.

     

    If you still can't find your video, please contact us at support@edpuzzle.com with the title of the video and the class it should be assigned to. We'll do our best to find it for you! :)

     

  • My student has created a teacher account

    While it's not possible to turn a teacher account into a student account, if you have a student who accidentally created a teacher account, tell them to go to https://edpuzzle.com/logout and then sign up as a student.

     

    Edpuzzle allows you to have a teacher account and a student account with the same username/email, so this will not affect their ability to create a student account.

     

    If a student wants to delete their teacher account, they will be able to do so from the Profile page of the teacher account by going to their profile settings and clicking Delete at the bottom of the page. Click here to go to your profile settings: https://edpuzzle.com/profile?tab=settings

     

  • There are students in my Google Classroom that are not in my Edpuzzle Class or my Google Classroom students are asking for a class code

    If you are using Google Classroom, you do not need a class code. Our Google Classroom integration automatically imports your students so they are able to log in and access your assignments automatically.

    If your students are asking you for a class code, one of the following issues may be occurring: 

     

    Your student has not logged into Edpuzzle under the same email as their Google Classroom email.

    To fix this, tell the student to log into Edpuzzle using Google login and selecting the email address associated with their Google Classroom account.

     

     Your student created a new account by accident and they used an email address different from their Google Classroom email.

    Similar to the above solution, tell the student to log into Edpuzzle using Google login and selecting the email address associated with their Google Classroom account. No need to delete the new account they created, it will automatically be deactivated if it is not used. 

     

    The student was not in your Google Classroom roster when the class was imported.

    To update your student list to reflect current Classroom enrollment, click Students > Sync Students. Once updated, the student should be able to access their assignments by signing in with the same email they use for Google Classroom.

     

     

     

  • I found inappropriate content

    If you find content that shouldn't be in Edpuzzle, there are a few things that we need to check first before taking it down.

    If you found this video on the YouTube channel or other public channel:

    While we do filter out some videos in these channels, we cannot fully control the content coming from these sites. Fortunately, the video library of Edpuzzle is only available for teachers and students will only see the videos that you assign them. This means that you as a teacher will be the filter for your students' content.

    If you found this video in the Edpuzzle library:

    Please contact us by emailing support@edpuzzle.com. Let us know the title of the video or the name of the teacher that created it and we review the video and remove it if it violates our terms of use.

    Questions? Email support at support@edpuzzle.com, we're happy to help.

  • Uploading issues

    Currently you cannot upload videos from iPads due to a documented iOS issue between the communication of the gallery and the browser on iOS devices. We suggest that you use another device. You can go directly to www.edpuzzle.com from your laptop or desktop computer and upload videos from there!

     

    If you are currently having troubles with the browser, this could be due to your internet connection, temporary server issues, or the size or format of the video.

    One important note is that videos cannot exceed 1GB.

    If you comply with this requirement and your connection seems to be working, but you are still having problems, feel free to contact us at support@edpuzzle.com with the original file of the video and we will take a look. If the video is too large to be attached, please send us a Dropbox or Google Drive link.

     

  • How do I recover a deleted student or class?

    If you deleted a class by mistake or removed a student from a class and you want to recover their assignments and progress, we have unfortunate news 😞 

    Once a class or a student has been deleted, we do not save any information for security and privacy reasons. Because of that, we can't recover the data.

    We are very sorry, but student data privacy is our number one priority. We hope you understand!

    If you want to help a student get started again, you just need to share the class code with them or click Import students if you're using Google Classroom.

     

    Thanks for your patience and understanding.

     

  • I switched to a new school/district, how do I update my account?

    If you switched to a new school/district and want to update your Edpuzzle account with the right info, you can do so by visiting your profile page at www.edpuzzle.com/profile. There you will be able to change your:

    - School

    - Email address

    - Subject

    Your classes, assignments, and student data will be removed once you've switched schools, to protect student privacy. Your content will be saved, so no need to worry about losing videos! 

    After you change schools, you will be unable to do so again for 6 months.

     

    If you lost access to your Edpuzzle account because you were signing in with Google and your Google email is no longer valid, let us know and we'll help you get back into your account so that you can keep all of your awesome video lessons!

     

    Lastly, if you have already created a new account with your new email address, but you want to switch the email address of your original account and use that instead, you'll have to log into the new account and delete it first. You can delete an account by going to www.edpuzzle.com/profile?tab=settings and navigating to the bottom of the Settings page. (Make sure you don't delete an account if you have videos in it that you want to keep!)

     

  • Nothing happens when I try to post to Google Classroom

    If you are trying to share an assignment in Google Classroom and it doesn't seem to be working, this might be due to filters from your browser. Look to see if there is a red 'X' on the right side of your browser search bar, click on it and select "Always allow pop-ups". 

    Here are articles to explain how to enable pop-ups on:

    Google Chrome: https://support.google.com/chrome/answer/95472?hl=en

    Internet explorer: https://support.microsoft.com/en-us/help/17479/windows-internet-explorer-11-change-security-privacy-settings

     

    If pop-ups aren't being blocked and you are still having this issue, please contact us at support@edpuzzle.com and we'll look into the issue for you!

     

  • Students are in the wrong Edpuzzle class in my assignment progress page / Gradebook

    When you assign an Edpuzzle lesson to multiple classes, we create different assignments for each class. This means that when you share an assignment URL, the URL will be unique to the class. If your student receives a link to an assignment in the wrong class, they could get added to that class instead of their own.

     

    To find the correct URL for each class that you shared the video with: 

    1. Go to the My Classes tab and select a class.
    2. Click on your assignment, and select Share assignment. This will give you the URL for that specific class's assignment.
    3. Do the same thing with each of your classes to find their unique link.

     

    If you would like to remove students who are in the wrong class:

    1. Go to My Classes > Students.
    2. Select the students you would like to remove.
    3. Click Remove from class.

     

  • YouTube is blocked in my school
    Edpuzzle should work even if your school blocks YouTube. If your video lessons do not work for your students, please tell your IT administrator to do the following:
     
    1. Give your IT administrator our spec sheet, which you can download here (https://support.edpuzzle.com/hc/en-us/article_attachments/360008274292/Edpuzzle_-_Spec_Sheet.pdf)
    2. You can upload your videos directly to Edpuzzle. You can do this by going to My Content > Add Content > Upload a video. Uploaded videos will not be blocked. Watch this video to learn more: https://www.youtube.com/watch?v=zTngcULHIKU&t 
    3. You can flip your class. This means that you assign the videos to watch at home and you get more time in the classroom.
     
    In the meantime, if you put us in touch with the IT person in your school, we're happy to work with them to get things running smoothly.
  • Video is blocked or restricted

     There are a few reasons why a video might not be working for you. Here are the details and potential solutions for each issue:

     

    Sad face / Connection was reset

    A video is blocked at your school or is displaying a sad face or a message "The connection was reset". It sounds like there is a strong filter in your school. In this case, we recommend a few options:

    1. Please contact your IT admin and tell him/her to check our Spec Sheet https://support.edpuzzle.com/hc/en-us/article_attachments/360008274292/Edpuzzle_-_Spec_Sheet.pdf
    2. You can upload your videos directly to Edpuzzle servers; those videos won't be blocked. You can do this by going to My Content > Add Content > Upload a video
    3. You can flip your class. This means that you assign videos to watch at home and you get more time in the classroom.

     

    In the meantime, if we could talk with the IT person in your school, we would love to check if there is anything else we can do to make it work.

     

    Restricted Mode

    When you see a message like this: "This video is restricted. Try signing in with a Google Apps account" it means that your internet network or your Google Apps domain has a filter for YouTube videos. To solve this, please follow these steps:

     

    1. Visit YouTube.
    2. Log in to your school account if you haven't already.
    3. Click the profile icon in the top right-hand corner of the screen to open the drop down menu.
    4. At the bottom of the drop-down menu there should be a "Restricted Mode" button. This should be switched to OFF.

     Don't see the button? Sometimes the "Restricted Mode" setting is blocked and you as a teacher don't have control over it -- that means that your school/district has enabled this.

     

    Privacy Restrictions 

    If you see a message saying "This video contains content from ____. It is restricted from playback on certain sites…”, this means that the video is restricted from being played on 3rd party sites.

    Sometimes these videos can be played on some accounts and not others, but unfortunately, there is legally nothing we can do to lift the restriction, since the creator of the video has control of the settings. 😞

    If this is happening to you, let us know at support@edpuzzle.com and we'll be happy to help you find another similar video to use instead!

     

  • Students' progress is not showing up

    To see your students' progress on a video, that video must be assigned to a class and your students must be using the proper type of device to watch it.

     

    It's possible to share a video without assigning it, but you won't be able to see students' progress. If you want to assign a video, embed to an external site, and track progress, you can do so by following these steps:

     

    1. Assign a video to a class.
    2. Go to the My Classes tab and click on the assignment.
    3. Click Share assignment on the right side of the page.
    4. Use the Public link or Embed code to post to your site.

     

    Note: When students use these links or go to your external site, they will be asked to log in so we can identify who is doing the assignment, and then they will be able to see the video and answer the questions. Students must have an Edpuzzle account for this option.

     

    Another reason that your students' progress might not be showing up is if they're not using the right tools. We usually recommend students to watch the videos using:

     

    1. iPhone and iPads:  iOS App

    2. Android Smartphone or Tablet: Android App

    3. Laptops and Desktop computers with Chrome (latest version)

     

    If you've assigned a video and your students are using the correct type of device, but you still don't see their progress, please email us at support@edpuzzle.com and we'll look into the issue!

     

  • I can't log in or I am not able to sign up

    In order to log in or sign up on Edpuzzle, you have to enable cookies and pop-ups. In this article we explain how to do this:

     

    Cookies are used to store information directly on your web browser and they are necessary for the log in/sign up process. To enable cookies you need to modify your browser's security settings. To do so please choose your browser from the following options:

    Chrome (https://support.google.com/accounts/answer/61416?co=GENIE.Platform%3DDesktop&hl=en)

    Internet Explorer (https://www.microsoft.com/en-us/download/internet-explorer.aspx)

     

    Pop-ups appear to allow access from another site such as Google. To authorize pop-ups, please visit Chrome settings (https://productforums.google.com/forum/#!msg/chrome/m-WfaAOYRyA/lBrW0mIdE5gJ)

     or Internet Explorer Pop-up Blocker (https://support.microsoft.com/en-us/help/17479/windows-internet-explorer-11-change-security-privacy-settings)

     

    Also, you can click on this button (located at the top-right corner) and select the Always allow option, as shown in the image.

     

    If you are still having trouble after enabling cookies and pop-ups, please email us at support@edpuzzle.com and we'll look into the issue for you!

     

  • Can I view Edpuzzle in another language?

    Unfortunately, Edpuzzle is currently only available in English. Since we are still improving our product we are not planning on translating the website into other languages at the moment.

    However, we have designed Edpuzzle with the hope that users from all over the world will be able to use and navigate the site without worrying about language barriers, allowing you to use videos in any language that you choose! 

    Once we finish up with all of our projects and improvements, we would love to count on all of you from around the world to help us translate Edpuzzle into as many languages as possible!

     

  • YouTube video is restricted

    Videos can be restricted because your YouTube account is on Restricted Mode, or because the video is blocked from being played on third party websites.

     

    Restricted Mode

     

    When you see a message like this: "This video is restricted. Try signing in with a Google Apps account" it means that your internet network or your Google Apps domain has a filter for YouTube videos. To solve this, please follow these steps:

     

    1. Visit YouTube.
    2. Log in to your school account if you haven't already.
    3. Click the profile icon in the top right-hand corner of the screen to open the drop down menu.
    4. At the bottom of the drop down menu there should be a "Restricted Mode" button. This should be switched to OFF.

     

     

    Don't see the button? Sometimes the "Restricted Mode" setting is blocked and you as a teacher don't have control over it -- that means that your school/district has enabled this.

     

    Privacy Restrictions

     If the message that you see says "This video contains content from ____. It is restricted from playback on certain sites…”, this means that the video is restricted from being played on 3rd party sites.

     Sometimes these videos can be played on some accounts and not others, but unfortunately there is legally nothing we can do to lift the restriction, since the creator of the video has control of the settings.

    If this is happening to you, let us know at support@edpuzzle.com and we'll be happy to help you find a similar video to use instead!

     

     

  • Prevent Skipping not working?

    If you selected "prevent skipping", but when you check one of your students' progress reports and it seems like they skipped parts of the video, don't worry. :)

     

    The student is probably using a smartphone or a tablet to watch the lesson. It is harder to track the students when they use these devices, which is why we have Apps for iOS and Android. Make sure the students use one of the following: 

    1. iPhone and iPads: Edpuzzle iOS App

    2. Android Smartphone or Tablet: Android App

    3. Laptops: Chrome, Firefox or Safari (latest version)

     

    If they are using these correct devices and versions, progress should be tracked much more effectively. If you continue to have this problem, please let us know at support@edpuzzle.com and we'll take a look!

     

     

  • Copyright issues?

    Edpuzzle streams videos from YouTube using their embed APIs, which means that we (you included) are in compliance with copyright laws. Of course, this is provided that the original video isn't infringing on anything, in which case the video could be taken down at any time.

    The original video still accumulates YouTube views when it's watched on Edpuzzle, because we do not use the Auto-Play embed. This means that the user has to click play in order to watch the video and it's verified that someone is actually watching it (and it's not just automatically playing). Through YouTube's embed API, advertisement clips do not play, but the pop-up banner ads still show in the Edpuzzle video. This is important if the owner of the video is making money from advertisers, to assure their video content and ads are being seen. Again, this is in compliance with YouTube regulations, as long as you are not making money directly off of video content that you do not own.

    It is our policy to respond to notices of alleged copyright infringement according to the Digital Millennium Copyright Act. If users upload videos that violate copyright laws, we will remove the videos, and will be forced to delete the accounts of users who have multiple violations (or even one-time offenders, if deemed appropriate).

     

    Questions? Email our support team at support@edpuzzle.com.

     

  • I can't verify my account / I can't find my verification email

    Verifying your email address is an important security measure that ensures that the student progress data stored in your account is safe and allows Edpuzzle to comply with local and international security policies.

     

    If you've requested a verification email but have not received it, please try the following:

    1. Check the spam folder and quarantined folder in your email associated with your Edpuzzle account
    2. Check your account settings to make sure you're using the correct email address: https://edpuzzle.com/profile?tab=settings
    3. If your school uses two emails, one for logins and one for messaging, be sure you're using an email that can receive messages.
    4. Wait 30 minutes to an hour - sometimes the email takes a little longer to get to you.

     

    If you've tried the steps above or your Edpuzzle account email is one that cannot receive emails, you'll need to change your email to one that can. This article will walk you through how to change your account email: https://support.edpuzzle.com/hc/en-us/articles/360007745391-How-do-I-update-my-personal-information-or-preferences

     

    NOTE: Changing your account email doesn't affect the sync with Google Classroom.

     

  • Whitelist and technical setup (Sign in or player issues)

    Working with videos, audio, and third-party services like Google Classroom may be challenging on networks with strong content filters and strict cookies policies.

     

    That's why if you have technical issues - especially with Youtube videos, audio notes, Google Sign In, and Google Classroom - we recommend contacting your school's IT Admin and sharing the Spec Sheet linked below. If they have any questions please have them reach out  to support@edpuzzle.com

    https://support.edpuzzle.com/hc/en-us/article_attachments/360008274292/Edpuzzle_-_Spec_Sheet.pdf 

  • My student is missing from my Edpuzzle class and asking for a class code, but I'm using Google Classroom

    Since you are using Google Classroom classes in Edpuzzle, you don't need the class code because your students should be automatically enrolled in your class. To check which students are missing, go to your Google Classroom-synced Edpuzzle class in the "My Classes" tab and then click "Students".

    If you've connected your Google Classroom to Edpuzzle and are missing students, please review these common cases and their fixes below to help get your student enrolled in your Edpuzzle class.

    The student logged in using a different email or username than the one they're using with their Google account.

    To make sure the student logs in with the correct account, please ask them to log out of Edpuzzle and log back using the Google Login button and selecting the correct email associated with their Google Classroom. Check under "Students" and in Google Classroom to make sure their logins match.

    The assignment was shared with students using a link, instead of the "Post to Google Classroom" button.

    When you assign a video to a class in Edpuzzle, you may post the link to the assignment to your Google Classroom feed. By posting assignments this way, you ensure your students have access directly within Google Classroom and they will be prompted to log in with their correct Google account.

    The student is trying to access the wrong assignment or the assignment from another class.

    Keep in mind that, in Edpuzzle, assignments have a different link for each class, meaning if you assign the same video to multiple classes, you will need to get the correct link for each class and only share it with the students of that class. Use the "Post to Google Classroom" button to avoid confusion.

    The student joined the course in Google Classroom after you synced the class in Edpuzzle.

    To fix this, add you need to click on the "Sync Students" button in the class they're unable to access.

    To complete assignments, students must log in so we can track their progress. If you post the assignment to your Google Classroom feed from Edpuzzle, your students will be notified the same way as when you post normally.