1. Videos, games and quizzes are not appearing on the page.
Both Explore and Young Explorer require Flash Player to be installed for full functionality. Please visit
http://www.adobe.com to download the latest version.
2. I cannot hear any sound in Young Explorer.
You must have Flash Player installed to hear narrated text in Young Explorer. Visit
http://www.adobe.com to download the latest version. If sounds are still not audible, check that your speakers or headphones are attached correctly to your computer. Ensure also that your volume settings are not set too low or muted.
3. My username and password are not working.
Ensure that Caps Lock is off then try entering your username and password again. Both are case-sensitive. If you still cannot access Heinemann Explore, ask your teacher or system administrator to set you up with a new account. Administrators can contact ICT Support on 01865 888063 for advice on this matter.
4. I cannot access teacher resources in my Key Stage 2 Explore module.
Teacher resources such as literacy lessons are only available using a teacher account. Check that you are not logging in using a pupil account.
5. Pages are not appearing as expected.
If you find a broken link or some other kind of problem with a page on Heinemann Explore, please contact ICT Support on 01865 888063 or send an email to
enquiries.explore@heinemann.co.uk.
6. The reading level is set too high/low.
You may be set to the wrong reading level path. Each account can be set up to view Explore modules and Young Explorer at either higher or lower reading levels. Teachers can change these settings by logging in using their school’s administrator account.
7. I cannot find the Interactive Toolbar in Young Explorer
The toolbar can be found my rolling the mouse over the top banner of the page. To close it again, click the "x" button on the top right of the toolbar.
8. I am using an Apple Mac, and activities do not open when I click them.
You may find that your computer is set to save documents to your desktop. Locate the file on your desktop then open it from there.
