Troubleshooting Common Tech Issues


Click the links below to jump to specific troubleshooting tips:

Trouble Logging In

Course Not Showing up in Library

Trouble Streaming Recordings

Sound or Audio Issues

Trouble with Zoom

Trouble Logging In

You can access all of your Shift Network programs online via your Premium Access Website at any time; all you need is your email address to log in.

Log in to the Shift Premium Access Website here.

If your web browser remembers your email, you will be logged in automatically. If you have registered under multiple emails, simply sign out by clicking the button at the top right corner of the page. Then, enter your alternate email address, and follow the steps above.

If this method does not work for you, please try signing in manually:

  • Type the following into your address bar or click on this link:
  • Click the Sign In link located in the upper right of the page.
  • Enter the email address you used to register for the course.
  • Click on the image or name of your course to be taken to its specific homepage.
  • To return to the main course library, click on the Home icon, located at the top left corner.

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Course Not Showing up in Library

If you are sure you don't have two accounts (and two different email logins), what might be happening on your end is a browser cache problem with the display (clearing your cache forces your browser to retrieve the newest copy available from the website – something that should happen automatically but sometimes doesn't). Below are steps to remedy that.

Log in to the Shift Premium Access Website here.

  • If prompted, enter the email address you used to register for the course.
  • If you are auto-logged in, you can return to the main course library by clicking on the House icon, located at the top left-hand corner.
  • Click on the image or name of your course/ summit to be taken to its specific homepage.

If it still isn't accessible, try each of the following:

  • Log fully out of the Premium Access Website and then sign back in (to reset the view).
  • Clear your current internet browser cache/ history:
  • Log in via a different internet browser, such as Google Chrome or Firefox.

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Trouble Streaming Recordings

The problem is likely related to your browser or your internet speed. Internet bandwidth can fluctuate throughout the day, and it will vary by provider. You can test your internet connection speed for free at If you are on a computer, use a direct wired Ethernet connection instead of wifi. If you are on a mobile device, use wifi instead of a cellular connection.

In the majority of cases, following one or more of the suggestions below will solve the problem:

  • Close all applications that may be using up bandwidth in the background.
  • Clear your current web browser cache/ history. Visit: and click the button for the browser you are using.
  • Log in via a different web browser, such as FirefoxGoogle ChromeSafari, or Vivaldi.
  • Reboot your computer and modem to reset your speed to the fastest internet channel available to you.
  • Log in via a different device or at a different time of day (when your internet signal may be stronger).
  • Change the video resolution by clicking on the cog icon (Settings) via the video player and then click Display. Choose a lower resolution from the list (try 240-540p) to see if the video streams more smoothly:



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Sound or Audio Issues for Recordings

Please follow these tips for the best audio experience for our recordings:

  • Ensure that the volume on your device is on and raised sufficiently to hear clearly.
  • Check your output and sound settings on your device to ensure it's connected to your speakers or headset.
  • Be sure to use a headset, headphones, or earbuds when listening, as audio quality is usually better on those than on the main device speakers.
  • Once the audio begins to play, you will see the volume control by the online player. Click on that to increase the volume.


If none of these suggestions work, try the following:

  • Tune into the recordings via a different web browser.
  • Tune into the recordings via a different device.
  • Use different speakers or try a headset, earbuds, or headphones.

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Trouble with Zoom (audio, video, etc)

For Zoom Tech and Troubleshooting Tips when joining a live class, please check out our Zoom articles, here.

Click here to contact Customer Support

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