Technical Support FAQs

This page contains answers to questions about our online, self-guided trainings which are offered through our learning management system. For questions about the in-classroom delivery of SOS Signs of Suicide for middle or high school students, please visit our SOS Portal FAQs.

Click the buttons below to jump to the topic you are interested in: 

 

FAQs for Learners Taking a Course

What is the web address for accessing your courses?

The web address is https://mindwise.digitalchalk.com/.

How do I create a user account to access your courses on DigitalChalk?

To create a DigitalChalk user account and access our content: go to  https://mindwise.digitalchalk.com/; click on ‘Create Account;’ enter your name and email address; choose a password; and when prompted, enter the redemption code provided by MindWise to your school or organization.

I’m being asked for a redemption code – why do I need this?

The redemption code registers you for the course(s) purchased by your school or organization. If a redemption code was not provided to you along with instructions to complete a course at https://mindwise.digitalchalk.com/, please contact support@mindwise.org.

I've set up my account but there are no courses on my Dashboard – what do I do?

If there are no courses available on your Dashboard, there is likely an error in your redemption code. Follow the instructions below to check that your redemption code matches the code shared with you by your school or organization.

  1. When logged in, click on the round icon with your photo or initials in the top-right corner of the DigitalChalk screen. 
  2. In the menu that appears, click ‘Account.’ 
  3. Click on ‘More Information’ from the list on the left. 
  4. Check that what is in the ‘Redemption Code’ field matches the redemption code given to you. Be sure to remove any extra spaces before or after the redemption code if you copy-and-pasted it.  
  5. After making any edits, click the blue ‘Save’ button at the bottom of the window. 
  6. Log out of and back into DigitalChalk; the new course(s) should be available on your Dashboard.

If your Dashboard remains empty, contact support@mindwise.org.

The training module keeps stopping – what is going on?

Because of the importance and sensitivity of the topic of suicide prevention, our courses are designed to limit distractions while engaged in the course. If you click away from the browser window displaying the training, playback will stop and you will have to return to the window or tab to resume.

Can I start and stop the training, or do I have to take it in a single sitting?

Yes, you may start and stop the training as needed; however, to ensure that your progress is saved, please always use the ‘Exit’ button in the top-right corner of the training module when stopping the training. If you leave the training module open while you work in a different window/tab or step away from your device, your progress may not be saved. Always leave the training module via the ‘Exit’ button when taking a break.

What if the training freezes or does not load properly?

For best performance, we recommend using the latest release of Chrome, Firefox, or Edge web browsers. If you experience any technical issues with the training such as video content freezing, audio and video out of sync, or images/text that do not completely load on your screen, start by refreshing your browser. If refreshing does not resolve the issue, try clearing your browser cache and/or restarting your computer. You may want to ask your network administrator if there are issues with your internet service and internet connection. If issues persist, please contact support@mindwise.org.

I completed a course – when will I get my certificate of completion?

Your certificate of completion will be emailed to you within a few minutes of completing the course.

I completed the training module, but I cannot access my certificate of completion.

If you complete the training module, but your certificate is not issued and/or you believe that your progress was not recorded, do not retake the training. Contact support@mindwise.org for technical support. Our team can troubleshoot the course and ensure that your progress is recorded.

I completed the training but when I log back in, it looks like I haven't even started.
Many MindWise clients require that our course(s) be completed annually. In those cases, our registration logic will re-register you for a new instance of the course when you log back in - you can find the completed instance of the course in your 'Completed Courses' tab on your Dashboard. Ask your organization if/when they want you to take the course again.
I completed a course and now my Dashboard is empty – where did my course go?
After completing a course, it is moved automatically from the ‘Current Courses’ tab to the ‘Completed Courses’ tab on your Dashboard. To revisit a course or download a certificate of completion, click on the ‘Completed Courses’ tab. 
How can I contact your technical support team?
Email us at support@mindwise.org for additional assistance.

FAQs for Implementers Facilitating a Course
How do I change report recipients or frequency?

The person listed as an implementer at the time of purchase is automatically scheduled to receive weekly usage reports via email.

Please email support@mindwise.org to add additional recipients or to change the frequency of reports.

What email address are reports sent from?
Reports are sent from no-reply@digitalchalkmail.com. You may want to add this email address as a safe sender in your email account so that the emails do not go to your Junk or Spam folder.
What information is included in the reports?
The reports include learner names, email addresses, and course progress. The reports are cumulative and typically go back one year from the report date.
What type of file are reports sent as?
Reports are emailed as attached comma-separated value (.csv) files. Many clients open the file in Microsoft Excel or an equivalent program.
Can I get administrator access to my organization’s account?

There is no administrator access available. If you have additional questions about using the platform or providing course information to your community, please email support@mindwise.org.

What data is collected?
To create an account in Digital Chalk, learners need to provide their first and last name, email address, and create a password. For more information, please review our platform's Privacy Policy.
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