Help Page

General Questions

What are the system requirements for accessing the sessions?

You can access the sessions on Windows, Mac OS X and Linux operating systems. You need a broadband Internet connection and the Adobe Flash Player version 11 or higher. You also need a modern web browser, including Internet Explorer version 8 or higher, Firefox version 29 or higher, Safari version 6 or higher, and Chrome version 34 or higher. Your browser needs to accept cookies and have javascript enabled. To access the handouts and certain other documents in PDF format you will need Adobe Acrobat Reader. We encourage you to use the latest versions of all the components for the best experience.

Can I access the sessions via a mobile device or tablet?

Although you may be able to navigate and view some of the pages on tablets and mobile devices, the system is not set up to provide credit for sessions viewed in this manner.

How can I access this site directly?

You can access the site and sessions directly at http://pattan.framewelder.com. Bookmark this page for easy access in the future.

Who can access these sessions?

The sessions are publicly available. The sessions were developed for and intended for paraprofessionals in the state of Pennsylvania. Administrators, teachers, parents and other audiences may also be interested in the sessions found here.

Who created these sessions?

The sessions were created by the Pennsylvania Training and Technical Assistance Network

Who should I contact for support?

First, start with the frequently asked questions found on this page. You should find answers to most questions here.

If you still need to contact support, you can send an email to parahelp@pattankop.net. When contacting support, please provide as much detail as possible.

PaTTAN provides all support for the sessions and system found here. Frameweld and Encourse are the technology providers and do not provide support to end users of the sessions.

My name and/or email changed. What should I do?

After you have logged in, go to the My Account page and make any changes necessary. Don't forget to click the Save Changes button.

You can also change your password on this page. Click the Settings tab and enter your new password in both fields. Make sure to hit the Save Changes button to apply the changes. Do not create a new account.

How can I see which Sessions I have already completed?

To see which Sessions you have already completed visit the Certificates link at the top of the page. There you will see a list of all available Sessions. Any Sessions you have already completed will have a download link next to them where you can download your Certificate of Attendance. Incomplete Sessions will display an N/A.

Account Questions

Do I need to create an account to access the sessions?

Yes, you must create an account to access the sessions. Click Create Account at the top of the page. Provide your first name, last name, email, and choose a password. You must check the last box at the bottom that says "I am not a robot" to validate you are an individual user. When you have completed all fields, press 'create account'.

Once that is done, you will have access to all the sessions. You will also receive an email confirmation from the system with a summary of your account information.

How do I login?

Once you've created and enabled your account, you can login at any time using your email and password. You can login from this page.

If I forget my login information, should I create another account?

No, you should create only one account and use it for all the sessions. Your account saves information about your session usage and certificates in one place. If you create multiple accounts this information will be scattered and you may have to repeat sessions or portions of sessions to get your certificates.

I forgot the password I used when I created my account. How do I recover it so I can login?

On the Login page click the I forgot my password link to reset your password. Provide the email address associated with your account and the system will send you an email with a link to reset your password. The link lasts for 30 minutes. If you do not click the link and reset your password within 30 minutes then you will need to start the process over again.

Email Questions

I didn't receive an email from the system after creating my account and/or reseting my password.

The emails from our system are either getting caught up in your spam filters or are being blocked by your internet service provider. Check your spam folder. If you don't find our messages there, then it's likely that emails from our system are being blocked. Also, make sure that you sign up for your account with a valid email that you have access to.

We strongly recommend "white listing" emails coming from encour.se to ensure that all messages from the system get through to you.

Many school district email systems will block email messages and send a verification email. They require a reply to the verification email in order to allow emails from the system through, but there is no way for the system to respond to messages of this kind. The solution, again, is to white list emails coming from encour.se.

How do I white list emails coming from encour.se?

This will vary depending on your provider. Contact your internet service provider or your administrator for help.

Certificate Questions

How do I get my certificate after completing a session?

Once you have viewed the full video presentation and completed the review questions the system will verify your usage and award you a Certificate of Attendance. You will be able to access your Certificate of Attendance via the Certificates link at the top of the page.

Do I need special software to open and print my certificate(s)?

Your certificate is generated as a PDF. To open, view and print PDF files you will need Adobe Acrobat Reader. You can download the software for free from Adobe. We recommend updating to the latest version available for maximum compatibility.

Video Questions

Do I need special software or a plug-in to watch the video in the sessions?

Yes, the sessions require the Adobe Flash Player, version 11 or higher. If you have an older version of the Flash Player, the page will prompt you to update your Flash plug-in before you can view the video. You can download the latest version of Flash Player for free here.

The video won't play.

See the above question and answer. The Adobe Flash Player, version 11 or higher, is required.

The video plays, but stops and starts.

Most likely you are accessing these sessions on a slow connection or are experiencing network congestion. The videos are encoded at 500kbps and should run smoothly on any broadband connection. On slower connections, the video will play once the buffer fills up, play for a while, and again pause as the buffer refills.

What happens if I have to stop watching a video?

Don't worry, the system keeps track of what portions of the video you have watched. So if, for example, you watch the first hour of a video and need to leave you can return back to the video later and continue watching from where you left off. You do not need to watch that first hour over again.

Review Questions

Why can't I access the review questions for a session?

The review questions will only become available to you after you have viewed the entire video presentation.

After you have viewed the entire video presentation you can click the Back to Session link to go back to the Session page and access the review questions.

I completed watching the video presentation, but I didn't answer the review quesitons. How can I access the review questions?

You can access the review questions from the Session page of the session you were viewing.

I completed the review questions, but it did not give me a Certificate of Attendance. When do I get my certificate?

Once you have viewed the full video presentation and completed the review questions the system will verify your usage and award you a Certificate of Attendance. You will be able to access your Certificate of Attendance via the Certificates page in the header of the site or from the Certificate module on the Session page of the session you completed.