• Contact Information
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  • Frequently Asked Questions
  • User Manual
  • Technical Requirements
  • Frequently Asked Questions

    *If you don't see your question here, e-mail Customer Service at customerservice@space-explorers.com.

    Account Management

    Orbital Laboratory®

    Mission Simulations


    Your Account

    Q. I am having difficulties setting up my account, or I am having difficulties with my username and password. What might be the problem?

    A. Many times this problem is as simple as a typing error. Remember that usernames and passwords are not case sensitive. Double check the spelling of your username and password and if you still have trouble, feel free to contact Customer Service at (800) 965-3763.

    Q. I can't remember my username and/or password. What do I do?

    A. Follow these steps:

    1. Click [ here ] to open our password reminder page in a new window.
    2. Enter your e-mail address and click Continue. A reminder e-mail will be sent to you.

    Q. How do I set up my account?

    A. You must set up a username and password to access our program(s). If you have not set up a username and password, you may do so by following these steps.

    1. Please go to http://www.space-explorers.com.
    2. Click on "Account Management / Help" (located in the top left menu bar).
    3. Click on 'Registration Wizard' (located on the left menu bar).
    4. Fill out each page completely and submit it by clicking 'Next.'
    5. A confirmation e-mail will be sent to you.

    Q. How do I set up my students' accounts?

    A. If you have not yet done so, you need to set up your classes by clicking on "Update Pre & Post Tests." (You'll need to enter your username and password, if prompted.) Using the pull-down menu, choose which program each or your classes will be using. For example, if you have two classes using Orbital Laboratory®, you'll need to choose "Orbital Laboratory®" from the pull-down menu for the first two classes. Don't forget to select a "Current Active Test" if you'd like to use the Pre/Post-Tests.

    Once you've set up your classes, you can set up accounts for your students by following these directions:

    1. Click on "Update Students." Enter your username and password if prompted.
    2. Click on a range of students, such as "Students 01-10."
    3. The blue title-bar above the columns defines what each column is for. Starting with the first row from left to right, the fields can be defined as:
      • username - The student's username will be listed in the field. The students' usernames are based on your username.
      • password - If you'd like, you can choose unique passwords for each student. Default passwords are automatically assigned.
      • Class - Choose the class number (As described when you set up your classes) for the student.
      • First Name - Type the student's first name in the field.
      • Last Name - Type the student's last name in the field. (The students' last names will only appear in your account. Any posts your students make in the message boards or chats will only display their first names.)
      • Delete - Check the box only if you'd like to delete all information regarding the student, including their name, password and test data.
    4. Click on "Save Changes and Continue" to save the changes you've made or "Revert to last save" to discard the changes you've made.

    Q. When I tried entering my e-mail address to register, it says that e-mail address is in use by another customer. What went wrong?

    A. Your e-mail address is already being used - most likely by you. What should you do?

    1. Is it possible you've already registered and forgotten? Or perhaps someone else from your school already registered using the same e-mail you're trying to use. Click on "password Reminder" to send yourself an e-mail reminding you of your username and password.
    2. If you need additional assistance, please contact Customer Service at customerservice@space-explorers.com.

    Q. How do I change my e-mail address? How do I change my username and/or password?

    A. Follow these steps:

    1. Go to http://www.space-explorers.com.
    2. Log in by entering your existing username and password in the "Login" and "Pass" boxes. Click the "GO" button.
    3. Click on "Update Account" (located under the “Updates” section on the left menu bar).
    4. A form will be displayed.
    5. Make your changes. Scroll down until you see the “update icon” in the left-hand corner. Click the “Update” button and your changes will be saved.

    Q. I got a confirmation e-mail and tried to confirm, but it wouldn't accept my confirmation code. What do I do now?

    A. Make sure you correctly copy and paste your confirmation code from the e-mail into the field on the confirmation page. Your confirmation code will consist of the first 12 characters of your e-mail address followed by 14 numbers. It will not contain any spaces. If you are still having problems, it's likely that your account has already been confirmed. Try logging in with your username and password.

    Q. What should I do if I receive an email from Space Explorers that looks like it may be spam?

    A. Please note that Space Explorers does not send any email correspondence to our customers containing an .exe or similar file type. If you receive an email you suspect may be spam, do not open it and do not click on any link they provide. Please feel free to e-mail us at customerservice@space-explorers.com or call us toll free at 1-800-965-3763 to report any suspect email.

    Orbital Laboratory®

    Q. How long does it take to get my kit?

    A. From the time you order the Orbital Laboratory® kit, it should take about 7-10 business days to arrive. You may contact a product specialist or customer service if you would like your DHL tracking number sent to you when the package ships. This will allow you to look up information about your shipment, including the expected day of delivery.

    Q. There's a CD called "Lesson Resources" in my kit, but I can't open any of the files when I put it into my computer. What is this?

    A. The "Lesson Resources" CD in your kit consists of a few movies that can be used as educational resources for you to use in your classroom. These movies all require the QuickTime movie player, which is available for free at www.apple.com. All these movies are optional for you and your class.

    Q. My Teacher's Guide that came in the box doesn't say how much nutrient powder to mix in with the water. How much should be there?

    A. This information is available in the Teachers' Guide section of the website under "Preparing the Seeds and Growth Environment" in part 2, section 4. ¼ teaspoon of the nutrient solution should be added to one gallon of water and shaken vigorously. This solution should only be used for the plants in the vermiculite growth medium. Be sure and label this container of growth solution "TOXIC!" as well as "Hydroponic Nutrient Solution for easy reference. Regular distilled water is used for the Zeoponic plant trays as well as the plants planted in regular soil. You can label these containers "Water for Zeoponics" and "Water for Soil". Make sure to also write "DO NOT DRINK!" on these containers as an extra precaution.

    Q. The directions in the box mention five cardboard cut out pieces for the growth chamber, yet there are actually six pieces. Where does this other piece go?

    A. This piece can be used to add stability to the kit if you feel your kit is in danger of collapsing or falling over. This piece is not vital, but was included anyway. If you would like to use it you may, if not, you are not required to use it, and you may discard it.

    Q. Our plants are touching the bulb and turning brown! How can we keep this from harming the plants?

    A. See the "Help! Guide" in the Set Up Manual section of the website.

    Mission Simulations

    Q. What mission simulation is best suited for my grade level?

    A. Each of our programs is designed for a specific grade level. Our Lunar Expedition program is best suited for fourth grade and our Mission: Mars program works well with fifth and sixth graders. Our Asteroid Encounter program and our Suborbital Sojourn simulation are designed for upper middle-school and high school students.

    Q. How do I schedule a simulation?

    A.We ask that you schedule your mission with mission control approximately one to two weeks prior to your simulation date. We suggest allowing 100 minutes to complete the Moonlink®, Marslink®, and NEARlink® simulations, and 45 minutes to complete the Spaceflight Simulation. The simulation may be done in one consecutive block of time or split up between class periods.

    Please call Mission Control at 800-965-3763 one to two weeks in advance to ensure that you will be able to book your preferred time slot. When you call, please have the following information ready:

    • name of your school/school district as is listed on your contract and email address
    • date(s) and time(s) you wish to do the simulation
    • how you plan on communicating with us during the simulation - verbally through a telephone/speakerphone or non-verbally through our chat room


    Q. When I try to view one of the lessons, I get an error or a blank page. What should I do?

    A. Space Explorers' lessons are available in PDF format. To view these documents, you need the current version of Adobe Acrobat Reader. You can download the free Acrobat Reader from Adobe at http://www.adobe.com/products/acrobat/readstep2.html.

    Q. When I click on the icon for the Asteroid Impact applet, it opens a screen but all I see is a red X. Why does that happen?

    A. Java software is necessary in order to view the applets. This is a free software platform and there is a link on the left-hand menu bar under “Program Details.” Simply click on the link and follow the prompts. Once you have downloaded the free software, you will be able to view the applet.

    Q. Why doesn't my post to the message board appear right away?

    A. Our message boards are moderated. Messages will not be displayed until they have been approved by the forum's Moderator.

    Q. Where can I find archived activities?

    A. You can find activities and archived online chats on the Events page of the Space Explorers website. To get to this page, go to http://www.space-explorers.com and click on the "Events" button in the upper right corner of the website. The activities and archived online chats are located in the left column of the page under the “Featured Activities" heading.

    Q. What are the television icons that I see next to some of the program links?

    A. Video assistance is available for the majority of our programs. When you click on the television icon, you will be directed to a brief video that will take you through the main components of the program. With these videos, Space Explorers is able to assist you in the event that a staff member is not immediately available.

    Q. How many teachers can use the programs at our school?

    A. Space Explorers’ Universal access allows all teachers and students in your building to utilize the programs. Other programs are available for one educator.

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