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Carnegie Speech NativeAccent™ Customer Support Issues & Resolutions

Encountering difficulties with Carnegie Speech's NativeAccent™ system? This guide addresses common support issues and resolutions. Whether you can’t hear your recording, have inquiries about your assessment grades, or are waiting for a validation code or confirmation email, we outline steps to resolve these problems. Troubles with the Intelligent Tutor or issues accessing the website are also covered. For any unresolved situations, contact EDUREP support at support@edurep.com or call 1-800-568-9604 for personalized assistance.

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Carnegie Speech NativeAccent™ Customer Support Issues & Resolutions

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  1. Carnegie Speech NativeAccent™ Customer Support Issues & Resolutions

  2. Microphone & Recording • Problem • I can’t hear my recording on playback • I’m getting “too loud” or “too soft” messages • Resolution • Make sure headset with microphone is plugged in and selected in “audio properties”. If you are using multiple audio inputs (Windows XP) • Adjust the distance from mouth to microphone to 2 finger widths and slightly below the mouth • Right-click anywhere in on the instructional window • Right click to get Settings menu • Make sure to click the Allow and Remember buttons • Click on the microphone icon to set the volume • Go to the Tutorial tab • Follow the steps under the Microphone & Recording tabs

  3. Grades • Problem • What grade did I make on the assessment? • Resolution • You can track your progress on each sound of English • Goto NA-course • Click Grades • Click desired Assessments & Current Skill level • Click Generate Report

  4. Validation Code • Problem • I did not receive my validation code • Resolution • Check the validation code list that we will provide to you and resend the code

  5. Confirmation Email • Problem • I did not receive my confirmation email • Resolution • Ask user to check spam and bulk mail • Ask user to put us on their safe list • Ask user to go to website and click Send My Details via Email & wait 2 hours • Refer to Carnegie Speech at support@edurep.com • Call 1-800-568-9604

  6. Intelligent Tutor • Problem • I am not able to view details under intelligent tutor • Resolution • Ask the user to take the assessment • Go to the Intelligent Tutor section • Click Run the Intelligent Tutor to create a new path (it is located at the bottom of the page)

  7. URL • Problem • I am not able to go to www.nativeaccent.carnegiespeech.com • Resolution • The correct URL is http://NativeAccent.CarnegieSpeech.com

  8. Forgotten Email • Problem • I forgot which email address I used • Resolution • Ask user to go to website and click Send My Details via Email and try the email addresses they think they used • Contact support@edurep.com

  9. Missing Work • Problem • I did a bunch of training, but it is not showing up in the reports • Resolution • Make sure the user knows to click the Submit button at the end of every section

  10. The Support Chain • Call or Email EDUREP support • Please be prepared to provide the following information • Your name • Your phone number and email address • A description of the issue • Have you reviewed the Issues and Resolutions first? • EDUREP • will resolve all problems that we can… • and pass all problems that cannot be resolved to support@carnegiespeech.com with as many details for replication as possible • CARNEGIE SPEECH • will work with EDUREP and with you to resolve the issue to your satisfaction.

  11. Support Communication • Email support@edurep.com . Describe your issue in detail and include your contact information. This documents your support request. • Call 1-800-568-9604 if you need to speak to someone in person. • If needed, EDUREP will contact Carnegie Speech and coordinate issue resolution

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