Tech Support

Get fast answers to the most common technical support questions right here! However, if your question is not answered here, or if you need additional help, please contact our support team at:

Telephone:
Phone (Toll Free): 1-877-433-8277 (US) or +1-609-896-1800 x54203 (International)
Monday-Friday 8:00 AM - 10:00 PM EST
Saturday-Sunday 10:00 AM - 10:00 PM EST

E-mail: supportgov@petersons.com

I need help with:

I forgot my username or password:

If you have already registered on the website, but have forgotten your username or password, simply click on the "Forgot username/password" link on the left side of the homepage, under the Login boxes. Next you will just enter the email address you used when you registered and click "Continue". You will then see any usernames associated with that email address. If you also need to reset you password, click on the appropriate username you wish to update the password for, click continue, and answer your security questions. You will then be able to reset your password and return to login.

Do I need to register?

You do not need to register to access our website. However, our free registration is necessary in order to access any of the tools that we have on the website, including practice tests, ebooks, and searches.

How do I register?

You can access our free, simple registration from two points: on the homepage or right before you access a product. On the left side of the homepage you will see a box that states "Are you a new user?" Below this is a link "Register Now". Click on that link and it will bring you to our registration page. Also, before you are able to access a product, a new window will open up that will ask for your username and password (if you are not currently logged into the site.) If you have not yet registered for the site, you will also notice there is an option for "New Users" and a "Register Now" button. Simply click on that button and you will be brought to our registration page. Registration is necessary in order to access any of our products.

I want to reset or retake a test:

The resetting of a practice test is not available at this time. If you wish to retake a practice test, please re-register on the site.

I am having an issue finding a product:

The website is separated into 6 main categories: College Success, Military Success, Portable Civilian Career, High School Success, Allied Health and Nursing, and Grad School. The practice tests, ebooks, and searches are all separated into the appropriate category for that particular tool. You can access products from the links on the homepage within each segment, or select your product by using the top navigation.

To see all products at a glance, click on the link entitled "Site Map" in the upper right hand corner of the website. You will then see a full listing of all of our product offerings. If you see a + sign next to a product, click on that to expand the results to see all products within that grouping. To select a product, simply click on the product name and you will be brought to that item's webpage.

I am getting an error message that states "An Internal Error has Occurred" or "HTTP status 500 Error" What is wrong?

Most likely your computer is not set up to accept third party cookies. Third party cookies are necessary in order for our website and tools to function properly. Depending on which browser you are using, different steps are necessary to enable third party cookies. Find your browser below and follow the directions.

Microsoft Internet Explorer with Windows XP Service Pack 2:

  1. Click Tools tab at the top of the screen.
  2. Click Internet Options - this will open a small window.
  3. Click the Privacy tab at the top of that small window.
  4. Click on the Settings button
  5. Then, you will be given a space where you can enter the "Address of a Web site".
  6. In that space, please type in nelnetsolutions.com.
  7. Click the Add button.
  8. Then, add ilrn.com in the same way nelnetsolutions.com was added.
  9. Click Close.

Microsoft Internet Explorer users without Service Pack 2:

  1. Click Tools tab at the top of the screen.
  2. Click Internet Options - this will open a small window.
  3. Click the Privacy tab at the top of that small window.
  4. Click on the Edit button.
  5. Then, you will be given a space where you can enter the "Address of a Web site".
  6. In that space, please type in nelnetsolutions.com.
  7. Click the Allow button.
  8. Then, add ilrn.com in the same way nelnetsolutions.com was added.
  9. Click Close, and OK.

Firefox:

  1. Click Tools tab at the top of the screen.
  2. Click Options – This will open a small window.
  3. Click the Privacy icon at the top of that small window.
  4. Click the Cookies tab at the top of that small window.
  5. Click the Exceptions icon.
  6. Then, you will be given a space where you can enter the "Address of a Web site".
  7. In that space, please type in nelnetsolutions.com.
  8. Click the Allow button.
  9. Then, add ilrn.com in the same way nelnetsolutions.com was added.
  10. Click Close, and OK.

Macintosh Safari:

  1. Click on the Safari-menu in Safari.
  2. Click on the Preferences... item in the menu - a new window opens.
  3. Click on the Security icon near the top of the window.
  4. Under Accept Cookies, select Always.

I am either getting an error that my computer won't allow pop-ups or I click to open a test and I don't see anything. What do I do?

While popup blockers prevent many annoying ads from displaying while we browse the internet, they can prevent a user test from opening. Here are instructions for allowing pop-ups in compatible browsers for our web site. Please note that if you have specialized browser toolbars downloaded (Yahoo, Google, AOL, etc.), the location to make these updates may differ.

Microsoft Internet Explorer

  1. Click on the Tools menu in your web browser, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
  2. In the Address of web site to allow box, type nelnetsolutions.com and then click Add. Repeat this step by then typing ilrn.com into the address of web Site to allow box and click Add. You should now see both of those websites listed.
  3. Click Close.

Firefox

  1. Click the Tools menu in Firefox.
  2. Click the Options menu.
  3. Click the Content icon.
  4. Click the Exceptions button, and type in the address of the site to allow: nelnetsolutions.com, and ilrn.com, and click the Allow button.
  5. Click Close, and OK.

Safari

  1. Open Safari ®.
  2. Click on Safari from the top menu bar.
  3. Click on Preferences.
  4. Click on the Security icon in the navigation bar.
  5. Beside the option titled Web Content, uncheck Block pop-up windows.