Frequently Asked Questions

Frequently Asked Questions  

Browser Issues


Pop-Ups

Your Pop-up blocker(s) are currently:

If you launch a course, but only see the following message: "Course In Progress, do not close this browser window," you most likely have a pop-up blocker enabled.

All browsers have the ability to block pop-ups, but so do third-party pop-up blockers. Common third party pop-up blockers include: Google Toolbar, Yahoo! Toolbar, and Bing Toolbar. This functionality will need to be temporarily disabled while viewing a course.
In Internet Explorer, open the Tools menu by pressing and holding the "Alt" key while pressing the letter "T." In the menu that appears, select "Pop-up Blocker" and then click "Turn off Pop-up Blocker." Remember to turn the pop-up blocker back on when you log out.

You can also allow pop-ups from this site by launching a course. When the yellow information bar displays in the window, right-click and select "Always Allow pop-ups from this site... ."
In Firefox, click "Tools" in the menu bar then select "Options." Click "Content" and uncheck the box next to "Block pop-up windows." Then click "OK." Remember to turn the pop-up blocker back on when you log out.

You can also allow pop-ups from this site by launching a course. A bar will appear at the top of the window. Click the "Options" button on the right of the screen and choose "Allow pop-ups from site."
In Google Chrome, click the "Customize" button in the top right corner (three horizontal lines). In the menu that appears, click "Settings." On the Settings page, click "Show advanced settings" and then click the "Content Settings" button. In the window that opens, scroll down to the section labeled "Pop-ups" and select "Allow all sites to show pop-ups." Then click "Done" and close the Settings tab. Remember to turn the pop-up blocker back on when you log out.

Cookies

Your cookies are currently:

How do I Clear Cookies?
Internet Explorer
IE
  1. Click the "Tools" icon (the gear) in the upper right corner.
  2. Select "Safety" from the drop-down menu.
  3. Select "Delete browsing history" from the submenu.
  4. Select the "Cookies and website data" check box.
  5. Click "Delete."
Firefox
  1. Click the "Open Menu" button in the upper right corner.
  2. Select "Options."
  3. Select "Privacy" from the side menu.
  4. Click the "clear your recent history" link in the History section. The Clear Recent History pop-up is displayed.
  5. Select the "Cookies" check box.
  6. Click the "Clear Now" button.
Safari
  1. Press the "ALT key" if the menu bar at top of the screen isn't displayed.
  2. Click "Edit" in the menu bar.
  3. Select "Preferences..." from the drop-down menu.
  4. Click the "Privacy" icon.
  5. Click the "Remove All Website Data" button.
Microsoft Edge
  1. Click the "Hub" icon in the upper-right corner.
  2. Click the "History" icon.
  3. Click the "Clear all history" link.
  4. Select the "Cookies and saved website data" check box.
  5. Click the "Clear" button.

Firefox
In the menu bar, click "Tools" and select "Options." In the Options window, click "Privacy" and select "Tell sites that I want to be tracked." In the History section, select "Remember history."
Chrome
Click the "Customize" button in the top right corner and select "Settings." Near the bottom of the page, click "Show advanced settings." In the Privacy section, click the "Content settings" button. In the Content settings window, select "Allow local data to be set (recommended)." Click "Done" and close the Settings tab.
IE
  1. Click the "Tools" icon (the gear) in the upper right corner.
  2. Select "Safety" from the drop-down menu.
  3. Select "Delete browsing history" from the submenu.
  4. Select the "Cookies and website data" check box.
  5. Click "Delete."
Firefox
  1. Click the "Open Menu" button in the upper right corner.
  2. Select "Options."
  3. Select "Privacy" from the side menu.
  4. Click the "clear your recent history" link in the History section. The Clear Recent History pop-up is displayed.
  5. Select the "Cookies" check box.
  6. Click the "Clear Now" button.
Safari
  1. Press the "ALT key" if the menu bar at top of the screen isn't displayed.
  2. Click "Edit" in the menu bar.
  3. Select "Preferences..." from the drop-down menu.
  4. Click the "Privacy" icon.
  5. Click the "Remove All Website Data" button.
Microsoft Edge
  1. Click the "Hub" icon in the upper-right corner.
  2. Click the "History" icon.
  3. Click the "Clear all history" link.
  4. Select the "Cookies and saved website data" check box.
  5. Click the "Clear" button.

JavaScript

You currently have JavaScript: disabled

JavaScript is a type of programming which can add interactivity and functionality to a web site. Some examples include the menus, the navigation buttons, interactive courses, and course slide shows.
Internet Explorer
To enable JavaScript in Internet Explorer, click "Tools" then select "Internet Options." Click the "Security" tab and then click the "Custom Level" button. Scroll down to "Scripting / Active Scripting" and select "Enable." Click "OK" twice, and then restart Internet Explorer to enable the change.
Firefox
In the Address field, enter "about:config" and click the "I'll be careful, I promise!" button. In the Search field enter "javascript.enabled." Right-click "javascript.enabled" and select "Toggle." The Value column will now display "True."
Chrome
Click the "Customize" button in the top right corner and select "Settings." Near the bottom of the page, click "Show advanced settings." In the Privacy section, click the "Content settings" button. In the Content settings window, select "Allow all sites to run JavaScript." Click "Done" and close the Settings tab.

Cache
IE
  1. Click the "Tools" icon (the gear) in the upper right corner.
  2. Select "Safety" from the drop-down menu.
  3. Select "Delete browsing history" from the submenu.
  4. Select the "Temporary Internet files and website files" check box.
  5. Click "Delete." A message indicating that the browser cache has been cleared is displayed at the bottom of the screen.
Firefox
  1. Click the "Open Menu" button in the upper right corner.
  2. Select "Options."
  3. Select "Advanced" from the side menu.
  4. Click the "Clear Now" button in the Cached Web Content section.
Chrome
  1. Click the "Customize and control Google Chrome" button in the upper right corner.
  2. Select "Settings" from the menu.
  3. Click "Show advanced settingsā€¦ ."
  4. Click "Clear browsing data..." in the Privacy section. The Clear browsing data pop-up window is displayed.
  5. Click the "Clear browsing data" button. Your browser cache is now empty.
Safari
  1. Press the "ALT key" if the menu bar at top of the screen isn't displayed.
  2. Click "Edit" in the menu bar.
  3. Select "Empty Cache..." from the drop-down menu.
  4. Click the "Empty" button in the pop-up.
Microsoft Edge
  1. Click the "Hub" icon in the upper-right corner.
  2. Click the "History" icon.
  3. Click the "Clear all history" link.
  4. Select the "Cached data and files" check box.
  5. Click the "Clear" button.
Force Refresh
NOTE: Usually a "force refresh" is enough to clear the cache. Press the following keys together to perform a force refresh on your computer:
  • Windows: CTRL + F5
  • Apple MAC: CMD + R

Browser History
IE
  1. Click the "Tools" icon (the gear) in the upper right corner.
  2. Select "Safety" from the drop-down menu.
  3. Select "Delete browsing history" from the submenu.
  4. Select the "History" check box.
  5. Click "Delete."
Firefox
  1. Click the "Open Menu" button in the upper right corner.
  2. Select "Options."
  3. Select "Privacy" from the side menu.
  4. Click the "clear your recent history" link in the History section. The Clear Recent History pop-up is displayed.
  5. Select the "Browsing & Download History" check box.
  6. Click the "Clear Now" button.
Safari
  1. Press the "ALT key" if the menu bar at top of the screen isn't displayed.
  2. Click "History" in the menu bar.
  3. Select "Clear History..." from the drop-down menu.
  4. Click the "Clear" button in the pop-up.
Chrome
  1. Click the "Customize and control Google Chrome" button in the upper right corner.
  2. Select "Settings" from the menu.
  3. Click "History" in the side menu.
  4. Click the "Clear browsing data" button to clear your complete history.
Microsoft Edge
  1. Click the "Hub" icon in the upper-right corner.
  2. Click the "History" icon.
  3. Click the "Clear all history" link.
  4. Select the "Browsing history" check box.
  5. Click the "Clear" button.
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System Issues


Video

If you are experiencing difficulty viewing videos on the site, it is most likely due to your system not having the latest version of Flash Player. To update the Flash Player, go to http://get.adobe.com/flashplayer/. Click the "Install now" button.

If the video doesn't play, this may be because you are using an older browser. Our courses are designed to take full advantage of the latest Internet Explorer, Firefox, Chrome, and Safari functionality that is not present in older browsers.
Some of the courses may require Apple QuickTime to be installed to play the course content. You can download the latest version of QuickTime here: http://www.apple.com/quicktime/download/. Click the "Download Now" button to install.

Audio

If audio isn't playing you may want to check that the volume isn't muted or turned down. On some systems the audio may be very low and you will have to turn up the volume fairly high. Please, do not forget the volume is set high or you may risk hearing damage when listening to other, non-course audio.

Resolution

Your current screen resolution

You can run a system test here to ensure that your resolution means the minimum requirements. The minimum site requirement will allow you to view most courses, but smaller resolutions may display the course windows incorrectly. Some screens may not support this high of a resolution. If your computer does support a high resolution higher than its current size setting, you can adjust it using the below instructions.
In Windows 8
Click the "Microsoft Orb" in the lower left of your screen, and then select "Control Panel." Under the heading Appearance and Personalization, select "Adjust screen resolution." Use the slider to set a resolution of 1280 x 800, unless you have a wide-screen monitor.
In Windows 7 and Vista
Click the "Microsoft Orb" in the lower left of your screen, and then select "Control Panel." Under the heading Appearance and Personalization, select "Adjust screen resolution." Use the slider to set a resolution of 1280 x 800, unless you have a wide-screen monitor.
In Windows XP
Right-click on your desktop and select "Properties." Select the "Settings" tab. Under the heading Screen Resolution, use the slider to set a resolution of 1280 x 800, unless you have a wide-screen monitor.

Color Depth

Your current color depth is

Color depth should be set to 16-bit color or higher. If it isn't, you will have problems viewing the courses.
In Windows 8
Windows 8 supports 32-bit color depth only. You cannot change the color depth using the Control Panel.
In Windows 7 and Vista
Click on the "Microsoft Orb" in the lower left of the screen, and then select "Control Panel." Under the heading Appearance and Personalization, select "Adjust screen resolution." A pop-up is displayed with settings that will vary depending on your video card. Click the "Adapter" tab, and then click the "List All Modes" button. Select the highest available color depth (usually 24- or 32-bit).
In Windows XP
Right-click on your desktop and select "Properties." Select the Settings tab. Under the headings Screen Resolution and Color Quality, select the highest available color depth (usually 24- or 32-bit).

Language

Language / Location: Your current language is set to : English / US

In Windows 8
While on the Start screen, swipe upward and touch the "All apps" icon, or, with a mouse, right-click anywhere on the "Start" screen, and then click "All apps." On the Apps screen, swipe or scroll to the right and find the Windows System category. Press or click on the "Control Panel" icon under Windows System.
In Windows 7 and Vista
Select the "Microsoft Orb" in the lower left and select "Control Panel." Click the "Clock, Language, and Region" heading. Under Region and Language click "Change location." Using the Current location field, select "United States" or "Spain."
In Windows XP
Click the "Start" button. Select "Settings," and then click "Control Panel." Click on "Regional and Language Options," and then select "English (United States)" or "Spanish (Spain)."

Bandwidth

Your current Bandwidth: Please Wait ...

If you have DSL or a Dial-up connection, you may experience difficulty viewing the courses on this site. It is important to have a stable, high-speed connection when viewing the courses. If you are on a slower connection, you will need to allow up to one minute for the courses to load.

Windows Media Player

Your current version of Windows Media Player

If you are experiencing an issue with Windows Media Player, it may need to be updated. The courses on this site use Windows Media Player to stream video to your computer. To update Windows Media Player, go to the Microsoft Update site here.

Flash

Your current version of Flash

Adobe Flash is a program designed to make web pages interactive through animation and speech. To install or update flash on your computer go to http://get.adobe.com/flashplayer/ and click the "Install now" button.



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General Tips


System Requirements

Click Here to Perform a System Test

The Support and System Test page lists the minimum and recommended requirements for various categories, such as operating system and screen resolution. This page also indicates your device's current settings for each of these categories. A warning is displayed if you do not meet the minimum requirements for a specific category. If you do not meet the minimum requirements, you may still use the site; however, it may not function correctly.

Keep Your Microsoft Windows Software Updated

If you are using Microsoft Windows, to prevent malicious programs from taking advantage of known security holes, make sure you have the latest updates from Microsoft: http://update.microsoft.com/
Alternatively, in Internet Explorer, click "Tools" in the menu bar, and select "Windows Update." In the Windows Update pop-up, click the "Install Updates" button.

Spyware and Deceptive Software

For more information on spyware, parasites, and other deceptive software, visit the Doxdesk page on parasites: http://www.doxdesk.com/parasite
To help you control and remove these types of Internet programs that could be running on your computer, download and install a spyware detection and removal utility, such as:For more information, please visit Microsoft's Safety & Security Center page.


Check Your Computer for Viruses

Regularly scan your computer to check for viruses. If you do not have antivirus software, it is strongly recommended that you install such software immediately. Many options are available.
Two examples of well-known antivirus programs are McAfee AntiVirus and Symantec Norton AntiVirus. Each of these companies also offer free scanning services:For more information, please visit Microsoft's Safety & Security Center page.



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Using Learning Central on a Mobile Device


Using Learning Central on a Mobile Device

You may do all of the following in Learning Central with a mobile device:
  • Enroll in courses and complete mobile-ready activities within them
  • View your available courses in the catalog and assigned Curricula
  • View your Learning History
  • View and update your User Profile
No. You can view only courses that have been designed for mobile viewing on a phone or tablet. The mobile phone iconis displayed for mobile-ready courses listed in the Course Catalog, My Courses and My Curricula tabs on the Homepage.
Yes. Mobile-ready courses can be completed using either a mobile device or laptop/desktop computer. Additionally, mobile-ready eLearning courses may be started on a mobile device and continued on a laptop/desktop computer, or vice-versa. Course progress is saved once the course is exited properly.
No, you must have an Internet connection at all times to view the courses.
We have optimized the performance and layout for Learning Central for different devices. While you may find a slightly different visual experience depending on which device you use, the content and features remain the same.
Perform a System Test to determine a compatible browser for your device.

Android Compatibility/Support

Use the System Test function to see if your Android phone or Android tablet is compatible.
System requirements can vary depending on the mobile device. Use the System Test function to see if your device meets the minimum requirements.
Select "Support / System Test and Support" from the site's main menu. Click here to go there directly.
All mobile-ready courses have been optimized to work with a wide selection of devices. For best performance, be sure that the mobile device has a strong signal available.
Be sure that incognito mode is disabled.
Select "Support / System Test and Support" from the site's main menu. Click the "Submit Support Ticket" button at the top of the screen. On the Support Center screen, click the "Submit a Ticket" button and complete the form.
When your browser is open, tap the "Menu" button in the upper left of the browser and select "Settings." In the Advanced section, select "Content Settings," then uncheck "Pop-up blocker."
When your browser is open, tap the "Menu" button in the upper left of the browser and select "Settings." In the Advanced section, select "Content Settings," then check "Accept Cookies."
If you are using a mobile browser, you will not be able to view courses that require Flash as Flash is not available for mobile devices.
  1. Click the "Triple Dot" menu button
  2. Select "Settings / Privacy."
  3. Tap on the "CLEAR BROWSING DATA" button at the bottom.
  4. Select "Cache" and tap the "Clear" button.
  1. Click the "Triple Dot" menu button
  2. Select "Settings / Privacy."
  3. Tap on the "CLEAR BROWSING DATA" button at the bottom.
  4. Select "Browsing History" and tap the "Clear" button.
  1. Click the "Triple Dot" menu button
  2. Select "Settings / Privacy."
  3. Tap on the "CLEAR BROWSING DATA" button at the bottom.
  4. Select "Cookies" and tap the "Clear" button.

iOS Compatibility/Support

Use the System Test function to see if your iPhone or iPad is compatible.
System requirements can vary depending on the mobile device. Use the System Test function to see if your device meets the minimum requirements.
Select "Support / System Test and Support" from the site's main menu. Click here to go there directly.
All mobile-ready courses have been optimized to work with a wide selection of devices. For best performance, be sure that the mobile device has a strong signal available.
Be sure that private browsing is disabled.
Select "Support / System Test and Support" from the site's main menu. Click the "Submit Support Ticket" button at the top of the screen. On the Support Center screen, click the "Submit a Ticket" button and complete the form.
In iOS, open the "Settings" app, then select "Safari." In the menu, under the General heading, turn off the "Block Pop-ups" setting.
If you are using a mobile browser, you will not be able to view courses that require Flash as Flash is not available for mobile devices.
  1. From your homescreen; tap "Settings."
  2. Select "Safari."
  3. Tap "Clear Cache."
  1. From your homescreen; tap "Settings."
  2. Select "Safari."
  3. Tap "Clear History."
  1. From your homescreen; tap "Settings."
  2. Select "Safari."
  3. Tap "Clear Cookies."
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