FAQ

Frequently Asked Questions

Login and My Account

  • I want to change my email address

    You can change your email address from your My Account page:

    1) Login to Rock University site

    2) On the header, click on your name on the top right corner

    3) Click on My Account

    4) Enter the desired email under Email

    5) Click on Save Changes

  • I want to change my password

    You can reset your password from your My Account page:

    1) Login to Rock University

    2) On the header, click on your name on the top right corner

    3) Click on My Account

    4) Select the option Password on the left menu

    5) Enter your new password under Change Password and Retype Password

    6) Enter your original password under Current Password

    7) Click on Update

  • I want to edit my Name, Timezone and Site Language

    You can edit your Custom Fields (First Name, Last Name, Company, Timezone and Site Language, etc) in your profile:

    1) Login to Rock University site

    2) Click on your name on the top right corner

    3) Click on My Account

    4) Enter the desired information under each box

    5) Click on Save Changes

  • I forgot my password and want to reset it

    If you forgot your password and can’t access your account, you can trigger a reset password email right from your site sign in page:

    1) Go to Rock University website

    2) Click on Sign In on the top right corner

    3) On the login page, select the option Forgot Password

    4) Enter the email address you used to create your site

    5) Click on Submit

    6) Check your inbox for an email with further instructions on how to reset your password

  • I did not receive the email to reset my password

    The password reset email will come from [email protected]. If you are having any issues with this email, here are a few things to try:

    • If you don't receive the email within a few minutes, check your Spam or Junk folder.

    • If you requested a password reset multiple times, only the most recent reset email will work. Make sure to click the reset link on the most recent email you have received.

    • If you don't remember which email address you used, try all email addresses you might have used to create your account. The reset password email is valid for 6 hours.

    • If you have not reset your password within this period or if you have submitted multiple requests, you will see a reset token failed message when using the password reset link provided in the email. Make sure to reset your email within the 6 hours and use the most recent password email you receive.

    • If you see Error: reset token failed, this usually happens when clicking Forgot my password many times and attempting to use an old link. It can also happen if you click on a link that is over 6 hours old. We recommend clicking Forgot my password one more time and use the most recent email only.

Content Structure

  • How can I start finding the content I want?

    First, you should wonder if you are looking to develop technical skills or learn about a Rock Content product.

    See the explanations for these two categories below:

    Skill Development: with classes in this category you will gain the ability and knowledge to successfully perform different activities through technical and practical learning. . Here, you will find other sub-categories: Interactive and Content Experience, Web Content Production, Social Media, Customer Experience, Digital Marketing Fundamentals, Inbound Sales, Conversion and Automation, Paid Media, Marketing Analytics, SEO, Branding and Design, and Business.

    Product Education: with classes in this category you will gain the ability and understanding of how to strategically use Rock Content’s products. Here, you will find other sub-categories related to those products: Ion, Rock Live, Studio, Stage and Visually.

  • How do I know which level is right for me?

    The level of content is a position in a scale or rank of knowledge required/recommended to watch, learn and reproduce what will be taught in the course or training.

    Check the levels we use in Rock University and what they mean:

    Beginner: the first level of knowledge and skill in a specific subject / theme. No prior knowledge is required for this level. Educational content is basic, initial and primary.

    Intermediate: the second level of knowledge and skill in a specific subject / theme. The educational content is more advanced and it is necessary to have learned previous and/or related topics at the beginner level.

    Advanced: the third and last level of knowledge and skill in a specific subject / theme. At this level, the person is expected to have intermediate technical and/or practical knowledge, for the educational content is considered highly or even the most advanced.

  • What types of content formats are there at Rock University?

    The content type is the format and structure that the content is offered on Rock University’s platform and how it should be consumed.

    Free Certification: the user does not need to pay to access the content and/or get the certificate. Content is organized into lessons and modules.

    Premium Certification: to access the content and earn the certificate, the user must pay for it. Content is organized into lessons and modules.

    Master Certification: a certification that offers more than 15 hours of content and a structured class with limited seats and specific dates, and has an 8-week duration with periodical live meetings with the instructors to clear students' doubts.

    Product Certification: the content is related to a Rock Content product, enabling the user to understand and apply knowledge with or in the product. Content is organized into lessons and modules.

    Live Training: educational content that aims to teach in a practical way, with a step-by-step the user can follow, and that offers the possibility to clear doubts on the subject at the moment of the class. Content is in a live session/webinar format.

    Learning Path: educational content that follows an order/sequence of viewing and learning. Content is about a single topic and is not organized into lessons and modules.

  • What topics are covered in Rock University courses and training and how are they segmented?

    Inside the Skill category, there are some topics related to Digital Marketing, Inbound, Sales, Content Production and much more. Here you can see what these Skills are and what you will learn in each one of them:

    Interactive and Content Experience: content where the audience actively participates instead of just passively reading, watching or listening.

    Web Content Production: creation and planning of content in different formats for an audience found in digital media

    Social Media: use of social media platforms to connect with an audience, to build brand awareness, increase sales and/or drive website traffic.

    Customer Experience: customers’ holistic perception of their experience with a business or brand

    Digital Marketing Fundamentals: initial and elementary concepts, practices and methodologies of digital marketing.

    Inbound Sales: sales methodology that prioritizes the needs, challenges, goals and interests of individual buyers, and which works together with Inbound Marketing.

    Conversion and Automation: tactics and strategies to engage your audience into action with the use of technology to implement and manage marketing processes.

    Paid Media: marketing strategies and efforts that involve a paid placement.

    Marketing Analytics: data analysis and results related to digital marketing strategies and platforms.

    SEO: optimizations for your site/blog to increase its visibility for relevant search engines, like Google.

    Branding and Design: strategies and best practices to offer better experiences to your users, build credibility and better brand recognition.

    Business: strategies, methodologies or practices to improve business growth, transparency and/or reliability.

Content and Platform

  • I am having trouble viewing videos

    Here are some basic browser troubleshooting steps that are a great starting point:

    •Clear cache and restart the browser. Also, check if you’re using the newest version of your browser

    •Try a different browser (we recommend Google Chrome)

    •Try watching the videos in Incognito Mode / Private Window (this will rule out an issue with browser extensions)

    •Restart your device (it's a cliche but it works!)

    •If possible, try a different device!

    •Also, if possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider

  • My video isn't loading and shows a blank screen

    The large majority of video issues are browser-specific. For example: you may have a plugin installed that is blocking our videos or your browser may not support the file type we use. Always try using a different browser or watching the videos in Incognito Mode first.

    Sometimes your network may be blocking our video host. In this case, you may also need to add the following to your safe list:

    *.wistia.com

    fast.wistia.net

    embedwistia-a.akamaihd.net

  • The video loads or is showing a loading icon but won't play

    If the video loads in the player, or loads and then shows a spinning wheel/loading icon, you'll want to check if your device's operating system is fully up-to-date.

    For Windows devices, you can view instructions on how to check for an update here, and for macOS you can view update instructions here.

  • The video loads successfully but it doesn't start from the beginning

    This is likely due to the Course Player saving your progress in a course. Information such as where you left off in a video is saved as a cookie in your web browser.

    Videos not starting from the beginning also often occur when you're accessing a course through multiple accounts on the same computer.

    An easy way to test what's causing this issue is signing into your account and viewing the lesson in Incognito Mode. If your issue gets solved, try browser refresh steps to reset where the video begins in your normal browser window.

  • I lost all the progress I made in a course or training

    This can be a result of changing platforms. Unfortunately, if you had not completed the course or training in the old education platform, that progress has been lost.

    If you have completed the course or training and yet this information does not appear for you at Rock University, please click here to report this bug.

  • I'm having issues with a platform bug

    If you can't complete an action because of a platform bug, please click here to report it.

    We will get back to you by email with the next steps and solutions.

  • I found an error in a video or content piece

    If you have found an error in our content, such as a spelling mistake, incorrect information, design problems or others, let us know!

    You can report any mistake you find with us via our form! Please, click here to report it.

    We appreciate the notification and will solve the error as soon as possible!

  • I want to give feedback about a course or training

    Rock University is built with the help of all our students, so all feedback is super welcome!

    If you want to send us feedback, please click here.

    Your feedback will be received by the Rock Education Team. We thank and appreciate you for sharing your opinion with us!

  • I want to change the video speed

    To change the video speed, just click on the settings symbol in the lower right corner of the video, and then select the speed option.

    To speed up, select options greater than 1x, to slow down, select options lower than 1x.

    To return to normal speed, select the 1x option.

Certificates

  • How can I access my certificates?

    Once a certificate is issued, it will also be available within your student's account settings. This means you can view and download certificates even if your course access has expired.

    You can access your certificates from your account settings:

    1) Login to Thinkific site

    2) Look for your name on the top right menu

    3) Select My Account

    4) Select Certificates on the left menu

    5) Click View on desired certificate

  • How do I know if the course provides a certification?

    You can check if the category of a course has “Certification” in its name. Courses can be categorized as a “Free Certification”, “Premium Certification”, “Product Certification” or a “Master Certification”.

    If the course offers certification, you will also see inside of it a “Get your certificate” button on the top left side of the Course Player. can click on it to view your certificate.

  • How can I be certified?

    Some courses will require you to take a test to be certified. In others courses, you will earn your certification just by attending and completing all lessons.

    For those courses that have a test, a minimum of 70% approval will be required. That means you need to answer at least 70% of the quiz questions correctly to earn the certificate. If you do not reach a 70% pass, you can retake the exam when you think you are ready again.

    For those courses that do not require a test, the certificate is issued as soon as you complete all lessons within your course. You will need to make sure to click “Complete & continue” on every lesson to reach 100% completion. After that, you can simply click on “Get your certificate” to download it as a PDF.

  • How to share my certificate?

    Once you earn your certificate, you will see the following sharing options at the bottom of the certificate page:

    • Share on LinkedIn

    • Share on Facebook

    • Share on Twitter

    • Copy Link

    • Download PDF

    You can use the social sharing options to showcase your certificate! You can also download it as a PDF or copy the link of the certificate’s page to share it with third parties.

  • My certificate has the wrong information

    If you have found an error in your certificate, such as your name, date or course name, please click here to report this problem and we will solve the error as soon as possible.