Troubleshooting Tips for Optimizing your TrainingPeaks.com Experience

WHAT PROBLEM ARE YOU EXPERIENCING?

  1. I can't login to my account.
  2. Upon logging in to my account, my account starts to load, but then I am redirected back to the login screen.
  3. I can login, but my account never comes up, I just go to a blank screen.
  4. I can login, but either my account only partially loads or my major sections of my account do not work upon logging in.
  5. Upon login, I receive and an error with black text on a white screen.
  6. I am not receiving my nightly email notifications.
  7. I cannot download workouts from my device.
  8. The exercise videos are very slow to load.
  9. I just want to uninstall my current version of Adobe Flash and start over fresh.

 

 


ISSUE 1: I can't login to my account

If you don't remember my Username or Password (please note they are both CaSe SeNsItIvE), you can recover them here:

http://www.trainingpeaks.com/password.asp

If you enter in your correct login information but you can not get past the login screen, make sure you have your browser's cookies enabled. Click here for Instructions on how to enable cookies.

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ISSUE 2: Upon logging in to my account, my account starts to load, but then it stops and I am redirected back to the login screen.

If you login to your account, and your account never fully loads and you are redirected back to the login screen, the problem is that your web browser does not have cookies enabled.  In order to fully login to your TrainingPeaks account, it is required that your browser be set to allow cookies.  Click here for Instructions on how to enable cookies for your web browser.

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ISSUE 3: I can login, but my account never comes up, I just go to a blank screen.

If you see a completely blank screen upon logging into your account, you likely do not have the Adobe Flash Player installed in the browser you are using (or the version of Flash is not new enough).  Adobe Flash Player is a free program that installs in your web browser as a plugin, and is required to view your TrainingPeaks.com account. This program normally automatically installs when our system detects that you do not have it, when you enter your TrainingPeaks account. However, sometimes the auto download tool gets interrupted and the Flash plugin does not get installed. Fortunately, there is an easy fix; just follow these steps:

  • Close your web browser, then go to the below link (to the Adobe Flash site). Install the Flash plugin there, restart your web browser, then return to TrainingPeaks and everything should work for you.

http://www.adobe.com/go/getflash

  • Please note that you need to have version 10.2 or newer of Adobe Flash for TrainingPeaks.  For help figuring out what version of Adobe Flash you have installed to your web browser, please see:

http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_15507

  • For a list of minimum system requirements for Adobe Flash, go to:

http://www.adobe.com/products/flashplayer/productinfo/systemreqs/

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Issue 4: I can login, but either my account only partially loads or my major sections of my account do not work upon logging in.

If you get past the login screen, and your acount begins to load but never completes, or you fully get into your account but major components of the account do not work upon logging in, you likely have an issue with your Adobe Flash Player.  Please try the following steps to correct this:

Minimum System Requirements

Make sure your configuration meets our Minimum Requirements, which are listed here.

Flash Storage Settings

Make sure your Flash Player settings are configured correctly and that there are no issues with the common Flash Components. Go to the Adobe Storage Setting Manager by clicking here, then complete these steps:

  1. Move the slider so that you are allotting at least 100KB to storing flash objects
  2. Check the "Allow third party Flash content" check box
  3. If the "Store common Flash components" check box is already checked, then uncheck it, click confirm, then recheck that same box. If the "Store common Flash components" check box is NOT already checked, then check it.

Clear your Adobe Flash Common Components

  1. Clear Adobe Flash Common Components: Click here, then:
    • If the "Store common Flash components" check box is already checked, then uncheck it, click confirm, then recheck that same box.
    • If the "Store common Flash components" check box is NOT already checked, then check it first, then follow the above instructions.

Update your Browser, and Clear Cache and Cookies

How to update to the latest version of your web browser

To optimize your web expereince with our software, we strongly encourage that you use the latest version available for your specific web browser. Below are the locations of where you can find the latest versions of the most common web browsers for free:

  • Mozilla Firefox (available for PC or Mac)-

http://www.mozilla.com/en-US/firefox/

  • Microsoft Internet Explorer (PC specific)-

http://www.microsoft.com/windows/products/winfamily/ie/default.mspx

  • Apple Safari (Mac specific)-

http://www.apple.com/safari/

How to delete Temporary Internet Files / Cache

If you are having problems seeing some sections of your account, try deleting the Temporary Internet Files/Cache, as this sometimes fixes these issues.

  • Internet Explorer:

Open IE (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in IE, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools in the upper right hand corner, then click Internet Options, then click Delete under Browsing History, then click Delete Files under Temporary Internet Files. Restart Internet Explorer and log in to your TrainingPeaks account.

  • Firefox:

Open Firefox (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in Firefox, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools at the top of the screen, then click Options, then click Clear Now, make sure the box for Cache is checked, then click Clear Private Data. Restart Firefox and log in to your TrainingPeaks account.

  • Safari:

Open Safari (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in Safari, navigate to a NON-TrainingPeaks related site (like Google), then open the Safari menu, then click Empty Cache. Restart Safari and log in to your TrainingPeaks account.

How to delete your web browser cookies

If you are having troubles logging in to your account, or if you are having problems seeing some sections of your account, try deleting your web browser's cookies (you can either delete all your cookies, or just the TrainingPeaks cookies).

  • Internet Explorer:

Open IE, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools in the upper right hand corner, then click Internet Options, then click Delete under Browsing History, then click Delete cookies under Cookies.

  • Firefox 2:

Open Firefox, navigate to a NON-TrainingPeaks related site (like Google), click on Tools at the top of the screen, then click Options, then click Clear Now, make sure the box for cookies is checked, then click Clear Private Data.

  • Firefox 3:

Open Firefox, navigate to a NON-TrainingPeaks related site (like Google), click on Tools at the top of the screen, then click Clear Now, make sure the box for cookies is checked, then click Clear Private Data.

  • Safari:

Open Safari, navigate to a NON-TrainingPeaks related site (like Google), open the Safari menu, open Preferences, click Show Cookies, then either remove each TrainingPeaks related cookie individually or click Remove All.

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Issue 5: Upon login, I receive and an error with black text on a white screen.

Upon login to your account, if you get an error message with black text on a white screen and the error message is something along the lines of:

"Microsoft VBScript runtime error '800a01b6'Object doesn't support this property or method: 'Session'/authuser.asp, line 30"

then please follow the below steps:

How to update to the latest version of your web browser

To optimize your web experience with our software, we strongly encourage that you use the latest version available for your specific web browser. Below are the locations of where you can find the latest versions of the most common web browsers for free:

  • Mozilla Firefox (available for PC or Mac)-

http://www.mozilla.com/en-US/firefox/

  • Microsoft Internet Explorer (PC specific)-

http://www.microsoft.com/windows/products/winfamily/ie/default.mspx

  • Apple Safari (Mac specific)-

http://www.apple.com/safari/

How to delete Temporary Internet Files / Cache

If you are having problems seeing some sections of your account, try deleting the Temporary Internet Files/Cache, as this sometimes fixes these issues.

  • Internet Explorer:

Open IE (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in IE, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools in the upper right hand corner, then click Internet Options, then click Delete under Browsing History, then click Delete Files under Temporary Internet Files. Restart Internet Explorer and log in to your TrainingPeaks account.

  • Firefox:

Open Firefox (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in Firefox, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools at the top of the screen, then click Options, then click Clear Now, make sure the box for Cache is checked, then click Clear Private Data. Restart Firefox and log in to your TrainingPeaks account.

  • Safari:

Open Safari (close it, then re-open it if you already have it open), make sure no other windows or tabs are open in Safari, navigate to a NON-TrainingPeaks related site (like Google), then open the Safari menu, then click Empty Cache. Restart Safari and log in to your TrainingPeaks account.

How to delete your web browser cookies

If you are having troubles logging in to your account, or if you are having problems seeing some sections of your account, try deleting your web browser's cookies (you can either delete all your cookies, or just the TrainingPeaks cookies).

  • Internet Explorer:

Open IE, navigate to a NON-TrainingPeaks related site (like Google), then click on Tools in the upper right hand corner, then click Internet Options, then click Delete under Browsing History, then click Delete cookies under Cookies.

  • Firefox 2:

Open Firefox, navigate to a NON-TrainingPeaks related site (like Google), click on Tools at the top of the screen, then click Options, then click Clear Now, make sure the box for cookies is checked, then click Clear Private Data.

  • Firefox 3:

Open Firefox, navigate to a NON-TrainingPeaks related site (like Google), click on Tools at the top of the screen, then click Clear Now, make sure the box for cookies is checked, then click Clear Private Data.

  • Safari:

Open Safari, navigate to a NON-TrainingPeaks related site (like Google), open the Safari menu, open Preferences, click Show Cookies, then either remove each TrainingPeaks related cookie individually or click Remove All.

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ISSUE 6: I am not receiving my nightly email notifications.

Please double check that you have configured the settings in your account to receive Daily Emails and that the email address we have on file is correct.

To manage the Daily Email feature from within your account, click on the "my settings" link in the upper-right corner of your screen, then click the Account tab in the window that appears.  There, you can enable or disable the Daily Email feature, as well as set the delivery time.

If you are still not receiving Daily Emails despite ensuring that everything in your account is configured correctly, please check your spam filters and folders within your email.  Also, make sure that TrainingPeaks is not blocked or blacklisted from your email client program.

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ISSUE 7: I cannot download workouts from my device.

Depending on the device you are using download errors can be related to several different variables.

First start by visiting our compatible devices page and click to find your specific device and follow the trouble shooting tips there.

If you have files on your device older then 20 days, it can complicate the download process. We recommend the following:

1. Download your device to the manufacturer's software to preserve the files you recorded and then delete all the files from your device so that it is completely clear of all recorded workouts.

2. You can then record a new test file by walking/riding a few minutes down the street and then retry the download. We strongly encourage you to download often and clear the device of recorded workouts after every download.

Additionally, errors and download problems can occur if your battery is low and needs to be replaced and/or recharged. We recommend a double check of your battery to ensure it is still good and fully charged.

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ISSUE 8: The exercise videos are very slow to load

Most likely you need to update your version of Adobe Flash, or this is an issue with your installed copy of Flash.

To read how to update your Adobe Flash version, please read the troubleshooting tips for "I can login, but my account never comes up, I just go to blank screen."

For information on resolving isssues with your installed copy of Flash, please read the troubleshooting tips for "I can login, but either my account only partially loads or my major sections of my account do not work upon logging in."

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ISSUE 9: I just want to uninstall my current version of Adobe Flash and start over fresh.

Steps on uninstalling your current version of flash can be found at the URL below:

http://kb2.adobe.com/cps/141/tn_14157.html

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Have a question and cannot find the answer? No problem! Just submit a support ticket and we're happy to help.

 



Have a question and cannot find the answer? Find your answer or submit a support ticket in our customer support center.