Help & Frequently Asked Questions

Find answers to common questions below. If you still need help, please use the contact form at the bottom of the page.

Account Access & Registration

▶ I don't remember my login to ICE.

If your school subscribes to ICE Videos, you can register your school email on our homepage. A confirmation email will be sent to you. Click the link in that email to set your password. If you don't receive it, check your junk/spam folder before contacting us.

▶ I don't see DocuLearn access on my account.

DocuLearn is a separate subscription from ICE Videos. If your school has purchased access for you, please try these steps:

1. Check the "Company: ICE Learning Center" tab on your homepage.

2. If you have multiple school email addresses (e.g., j.doe@school.edu and johndoe@school.edu), try logging in with the other one.

▶ I bought DocuLearn and still can't see it.

Access can take up to one business day to activate after purchase. If it has been longer, please try these steps:

1. Check the "Company: ICE Learning Center" tab on your homepage.

2. Log in with any alternate school email addresses you may have.

Note: If you are a student at a school with an existing ICE Video subscription, contact us first for a discount code and purchasing instructions.

▶ How do I use a DocuLearn access code from the bookstore?

1. Purchase your unique access code from the campus bookstore.

2. Follow the instructions provided with the code to log into the student cart on the ICE Store.

3. Add "DocuLearn Student Access" to your cart.

4. Enter your code at checkout to make the price zero.

5. Once redeemed, we are notified. Your access will be activated within one business day.

6. You will either receive an email to create a new ICE account or, if you have one, you can refresh your homepage to see the DocuLearn icon.

Login & Technical Problems

▶ I forgot my password.

Use the "Forgot Password" link on our homepage [insert forgot password link].

When I try to log in, the page just reloads.

This is often caused by an outdated or proxied library link. Please use the direct login link: https://icelearningcenter.onelogin.com

If that link doesn't work, contact support with:

• Your full name

• Your school's name

• Your program's name

▶ I get an error trying to access the ICE Faculty Zone.

This is a known issue. If you have access to the ICE Faculty Zone but you see the error "You need to log in or sign up...", please use this workaround:

1. Click the "Log In" button on the error message.

2. Return to the Faculty Zone page and refresh your browser.

▶ I'm having trouble with a feature in DocuLearn.

DocuLearn works best on the latest version of Google Chrome. To help us troubleshoot, please tell us:

• Browser you are using (e.g., Chrome, Edge, Safari)

• Device and Operating System (e.g., MacBook with macOS 15, Dell Laptop with Windows 11)

• A screenshot of the issue, if possible.

Saving & Retrieving Work

▶ I lost my work.

When you click "Save Progress", a PDF of your note and an edit link are sent to your email. We cannot retrieve unsaved work.

If you saved but did not receive the email, please contact us with the following details so we can investigate. Please allow up to 48 hours.

• File Name

• Note Type (e.g., Adult Note, Peds Note)

• Date and approximate time you saved

Still need help?

If your question wasn't answered above, please fill out the form below.