Frequently Asked Questions

Passwords and Logging In

Question: My password doesn't work!
Response: There are many things you should try before giving up on your password. Did you enter it correctly? Did you use the correct case for your password? (UPPERCASE and lowercase are treated differently by the computer.) Is the 'CAPS LOCK' key depressed on your keyboard when it shouldn't be? If you are still having trouble, try quitting Internet Explorer and starting it again. If that doesn't work, try restarting your computer again. If none of this works, you might want to request a new password. Read on for instructions on how to do that.

Question: I can't remember my password. What should I do?
Response: If you absolutely can not remember your password, you can request a new one. Click on the 'Can't Remember My Password' link on the login page. You will be able to request a new password by providing your employee number and the last four digits of your Social Security number. Make sure that you only click on 'Send Password' once, as each click will wipe out the current password and generate a new one. Only the most recent password generated will work.

Question: I requested a new password. Where is it?
Response: When you request a new password, it is sent to you at the email address on file. Go and check your email to see if it has arrived (it usually takes 5 minutes or less). If your email address is not on file, there will be no way for the system to send you a new password. (This is also true if you entered your email address wrong, or if you forgot the '' portion of your email address... Keep in mind that when you request a new password, your old password will no longer work, even if you remember it.

Question: I don't like my password. Can I change it?
Response: Yes! Once you log into the system, click on the 'Change Password' link on your main menu. Provide your current password, along with your new password (twice, to ensure you typed it correctly) and your preferred password will work when you next log in.

Question: I've tried everything, and I still can't get into the system!
Response: If you have never been able to log into the system, it's possible your account was never set up. For school accounts, call your Literacy Coach Coordinator at your local district office. For local district accounts, contact the School Information Branch at 213-241-2450. If your account used to work, but doesn't any longer, contact your Literacy Coach Coordinator, and ask him or her to reset your password. (Local District users who need their passwords reset should contact the School Information Branch.)

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