Troubleshooting guide

In this guide, you will find solutions to common problems that you may encounter using Ocean School.

If you do not see your issue in the list below, contact NFB’s technical support.

Do you have a tip for our troubleshooting guide? Please send your tips to


How do I reset my password?

  1. Visit

  2. Click “Sign in

  3. Click “Forgot your password?

  4. Enter your email.

  5. Click “Send

  6. Check your email inbox for a message from the National Film Board.
    If you can’t find this email, please check your spam or junk mail folder. If you need help to confirm your email address, please contact us.

  7. Click “Reset password now” to enter your new password.

Ocean School won't load! I can't get to the media or activities.

Have you cleared your cache?

Many browsing issues can be solved by clearing your cache. Follow the steps in the support links below, then reload the website.


How to clear your cache and cookies on Google Chrome


Clear your browsing history in Safari on Mac

Clear the history and cookies from Safari on your iPhone, iPad, or iPod touch

I am using an iPhone or iPad and my 360° video or VR experience is stuck. I can’t look around.

Are you using Safari?

If so, consider switching to Chrome to enable the ‘Magic Window’.


My students aren’t receiving the confirmation email for their NFB accounts.

If you do not receive a confirmation email after several minutes, you can request a password reset.

For instructions, please read “How do I reset my password?

When my students click Go to Activity, nothing opens. They just see the Related Content page.

Please report this issue to