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Technical Support

Many problems can be easily fixed. Try the tips below to resume learning.

If you still have trou­ble, or to get help with orders, call 833.256.6923 ext 1
Our help desk is staffed 9:00 a.m. to 5:00 p.m. Moun­tain Stan­dard Time.


1. Confirm that your operating system can run the application

  • Google Andri­od on Tablets plat­form ver­sions 4.0 – cur­rent
  • All Win­dows oper­at­ing sys­tems are sup­port­ed
  • All iOS (Apple) are sup­port­ed, as are iPad oper­at­ing sys­tems 9.1 and high­er
  • Native Android browsers are not sup­port­ed


2. Confirm that your browser supports amplifire

  • Con­firm that your device is using ver­sion 51 or high­er
  • On the menu bar, click the Fire­fox menu and select About Fire­fox.
  • The About Fire­fox win­dow will appear.
  • The ver­sion num­ber is list­ed under­neath the Fire­fox name.

Last Updat­ed: June 5, 2017

  • Con­firm that your device is using ver­sion 55, 56, or high­er.
  • On the desk­top, select Chrome, and then About Chrome from the pull down menu.

On Mobile devices, click the icon with three dots in the upper right cor­ner of the brows­er to dis­play the menu, and select set­tings at the bot­tom of the screen.

In the Set­tings Menu, select About Chrome.

The ver­sion will dis­play near the top of the screen.

Last Updat­ed: June 5, 2017

  • Open Google
  • Click on the menu in the upper left cor­ner
  • Select Set­tings
  • Look for your ver­sion under About
  • Ver­sion 4.0 – cur­rent are sup­port­ed.

Last Updat­ed: June 5, 2017

  • Con­firm that your device is using ver­sion 11 or high­er.
  • Click Help > About Inter­net Explor­er
  • Find the ver­sion lev­el here:

Last Updat­ed: June 5, 2017

  • Open Microsoft Edge
  • Select More in the upper-right cor­ner, and then select Set­tings
  • Look for your ver­sion under About this app. Ver­sion 14+ are sup­port­ed.

Last Updat­ed: June 5, 2017

  • Con­firm that your device is using ver­sion 9.1 or high­er.
  • On the Menu bar, click Safari > About Safari
  • The ver­sion is vis­i­ble in the dia­log box.

Last Updat­ed: June 5, 2017

  • If your device is using iOS ver­sion 9.1 or high­er, your Mobile Safari Brows­er will be up to date.
  • Find out what iOS (oper­at­ing sys­tem) your device is using by click­ing on the Set­tings icon on your home screen (or use this link).
  • From there, select Gen­er­al and then About.
  • Scroll down and you will see the ver­sion num­ber.

Last Updat­ed: June 5, 2017

Other Troubleshooting Categories

Display Issues

If ampli­fire does not dis­play prop­er­ly, the screen is mis­aligned, or you can’t see the options you’d expect to see, try these reme­dies:If your sys­tem is ade­quate, make sure your brows­er ver­sion is also updat­ed (see brows­er sec­tion above).

Con­firm that your oper­at­ing sys­tem can run the appli­ca­tion

  • All Win­dows oper­at­ing sys­tems are sup­port­ed.
  • Google Andri­od on Tablets plat­form ver­sions 4.0 and high­er are sup­port­ed.
  • All iOS (Apple) are sup­port­ed, as are iPad oper­at­ing sys­tems 8.1 and high­er.

Adjust brows­er zoom lev­el or screen res­o­lu­tion to allow full view of the appli­ca­tion

If the brows­er ver­sion is cur­rent, con­sid­er switch­ing to anoth­er brows­er. Fire­fox often works very well.

Anoth­er action you can take is to clear the brows­er cache.

Application Errors

If you receive an Appli­ca­tion Error, or can’t con­tin­ue learn­ing for some oth­er rea­son:

Invalid Session error

Most of the time, an Invalid Ses­sion mes­sage dis­plays because a user is attempt­ing to run mul­ti­ple cours­es at the same time, per­haps in sev­er­al dif­fer­ent brows­er win­dows.

Try these reme­dies:

  • Close all open browsers, then relaunch and log in again.
  • There is a ses­sion idle time­out of about 30 min­utes. If you logged in, and then didn’t work on the appli­ca­tion for about 30 min­utes, you may encounter this time­out. Log out and then log back in.
  • For users on a wire­less con­nec­tion, chang­ing loca­tion (mov­ing from build­ing to build­ing, or room to room) may also prompt a mes­sage of “Your ses­sion is no longer valid” to appear. Though you have main­tained a net­work con­nec­tion, you may have been assigned a new IP address. The appli­ca­tion prefers a sta­ble IP address for a learn­ing ses­sion. To resolve, reboot the machine.
  • Clear the brows­er cache, his­to­ry and cook­ies. If you’ve used your brows­er with­out log­ging out, or used more than one account in the same brows­er, con­flict­ing login infor­ma­tion may be stored in ses­sion cook­ies.

Application Speed issues

Per­for­mance issues most often occur at shared-band­width loca­tions such as a cof­fee shop or air­port.

• Use a ded­i­cat­ed, unshared con­nec­tion if pos­si­ble. A hard-wired inter­net con­nec­tion is always bet­ter than wire­less.

• Anoth­er rea­son for a slowed per­for­mance is a back­ground oper­at­ing process. Try reboot­ing your device.

Updat­ed April 10, 2018


Still Hav­ing Trou­ble? Call 833.256.6923 ext 1