Troubleshooting ALICE

Have an issue with our ALICE app? Check these answers - they might help!

I don’t see any videos?
Without downloading the videos for offline use, you must be connected to the internet to be able to watch videos in ALICE.  If you want to be able to wa...
Mon, Jul 1, 2019 at 3:04 PM
Videos won’t play?
Without downloading the videos for offline use, you must be connected to the internet to be able to play videos in ALICE.  If you want to be able to p...
Mon, Jul 1, 2019 at 3:05 PM
The hearing person can’t hear anything?
Make sure your device's volume is turned up by pressing the top volume button.
Fri, Jun 28, 2019 at 9:55 AM
The ASL videos disappeared! Only text videos play?
Below any video in ALICE, you will see a box that says 'ASL' and 'Text'. Tap on ASL to switch all videos to ASL.
Fri, Jun 28, 2019 at 9:56 AM
I don’t use ASL. My text videos disappeared?
Below any video in ALICE, you will see a box that says 'ASL' and 'Text'. Tap on Text to switch all videos to Text.
Fri, Jun 28, 2019 at 9:57 AM
I see several categories. Why can’t I access them?
Please click here for the answer.
Mon, Jul 1, 2019 at 3:10 PM
How do I adjust my captions?
On your device, exit the ALICE app.  Tap on the Settings icon.  Tap on General. Tap on Accessibility. Scroll down to the Media section and tap on Subtit...
Fri, Jun 28, 2019 at 10:41 AM
I accidentally logged out. How do I log back in?
You can log back in by tapping 'skip tutorial' then entering the same email and password you used to log in before. If you do not remember eithe...
Fri, Jun 28, 2019 at 3:51 PM
Something went wrong. How do I get help?
Please open a new support ticket by clicking below.   New support ticket  
Fri, Jun 28, 2019 at 3:48 PM
I need more help. What are my options?
Please open a new support ticket by clicking below & we will do our best to assist you.   New support ticket  
Fri, Jun 28, 2019 at 3:52 PM