Troubleshooting Tips For Users

Prior to starting the training, you must have Adobe Flash Player installed on your computer. The courseware will detect whether or not you have it installed. If you don't, the courseware will direct you to a download site. Alternatively, you can download the program now by clicking this link: http://www.adobe.com/products/flashplayer/

Go to Start - Settings - Control Panel - Display (or right-click the desktop and select Properties.)

Click the Settings tab. You should see your screen resolution there. Make sure it is a minimum of 800x600; 1024x768 is preferred.

This is likely due to pop-up blockers. To launch this course, please disable your pop-up blocker software for the duration of course. An easy way to bypass this on a Windows computer is to hold down the Control (or Ctrl) button on your keyboard while clicking on the name of the course on the My Assignments page of the training site. If you're using Safari on a Mac you'll have a similar result by holding down the Apple key and the letter K together while ciicking on the link. The course will open two windows, please hold the key(s) down until both windows have opened.

If your course will still not launch after trying this, you may have a pop up blocker installed that does not respond to the Ctrl+click override. The most common example of this is in the Yahoo! toolbar. If you have this toolbar installed you'll need to disable the pop up blocker by clicking on the pop up icon on the toolbar, which looks like a page with an arrow on it. Clicking on that icon will allow you to select your preferences for pop ups.

Yes. The training course has automatic bookmarking. If you have to stop mid-program, be sure to click on "Exit" or "Save & Exit" depending on the course you're taking. This will bookmark your place and will allow you to start from the same location once you sign back in.

Please do the following:

• Left click the speaker icon near the clock (Windows XP users may need to enable this icon using the Taskbar's property settings).
• Make sure the mute option is not checked.
• Make sure you have speakers connected to your computer and that they are powered.
• Make sure you are not using any programs that are playing sounds while running the courseware. Older sound cards usually can't support more than one audio stream under Windows 98.
• Try playing another sound from another program.

It depends on your location and the Internet traffic at the time you are launching the course. Launching the course with sound uses more bandwidth and may significantly slow down the performance. If you're on a dial-up connection, we highly recommend you use the silent version of the course. If you are accessing the course from within a VPN or an application like Lotus Notes you are likely to see an improvement in performance by closing that application and accessing the training through a direct link if possible.

Your problem may be a corrupted browser cache, clearing the data stored there should allow you to continue through the course.

To clear your cache in Internet Explorer:

• Click Start, select Settings and Control Panel
• Double-click Internet Options to open Internet Properties
• Click the General tab
• Click Delete....
• Click on the Delete Files button.
• Click Yes on the Delete Files dialogue box
• Click Close.
• Click OK.

To clear your cache in Firefox:

• Under Tools menu at the top of the page select Options
• Select the Privacy tab
• Click the "Clear Now" button under Private Data
• Click the box next to "Cache"
• Select Clear Private Data Now
• Select OK

Once this is completed, please close all of your browser windows and then log back in to the training website.

If you cannot find the answer to your technical question in this section or if the problem persists, please contact your IT support team or the administrator who informed you of your training requirement.