Common Issues

1. Internet Cache Issues

1.      I get to the end of a scene and the Next button will not appear.

2.      My progress is not saving.

First, you will start-up Microsoft Internet Explorer.  Then you will locate the menu bar across the upper left side of the browser, as shown below.

You will then click on Tools.  This will then open a menu underneath Tools.  You will click on Internet Options.

The Internet Options window will now appear.  In the center of this open window is a section called Temporary Internet files.  You will click on Delete Files, located in this section.

Clicking on Delete Files will open the Delete Files window.

In this window, you will click on the check box next to Delete all offline content.  Then click on the OK button to close this window.

You will now return to the Internet Options window.  During this time, you will see a temporary hourglass  instead of the mouse pointer .  This hourglass will remain while the computer is cleaning out the Temporary Internet files.  Once the mouse pointer returns to an arrow , click on Settings, which is next to Delete Files.

The Settings window will now appear.

On top of this window is the section Check for newer versions of stored pages.  You will select Every time you start Internet Explorer. 

Then you will click on OK at the bottom of the screen.

The Settings window will close.  Now click on OK at the bottom of this screen to close the Internet Options window.

Lastly, restart Internet Explorer.

2. Excessive Text Size

To adjust the text size, you will start-up Microsoft Internet Explorer.  Then you will locate the menu bar across the upper left side of the browser, as shown below.

Then click on View.  A menu will appear below View.  Click on the option for Text Size.

Another menu will appear to the right of Text Size.

Click on the option for Medium.  This will set the text size to the correct size.

To test to see if the text size is correct, watch the following text as you change the text size.  If the text is larger then the Normal text size image, you will need to adjust the text size to match the text size of the image.

If this text size is larger then the image to the right, you will need to lower your text size. 

3. Student Registration Issues

When a student is registering for the first time, and gets the message Student Is Already Enrolled, they might be attempting to use a Student ID that has already been used.  To solve the problem, have the student choose another ID.

When on step 2) Authorization, the student gets the message: This tag has been used or is not valid. This means the registration tag has already been used, and the student will need another tag in order to complete their registration.

Note: Registration tags can only be used ONCE. Once they are used, they can never be used again.

When on step 2) Authorization, the student gets the message: Authorization is not valid. This means the registration tag has not been entered correctly. The registration tag MUST be entered EXACTLY as it appears when it is presented to the student.

For example:

If the registration tag is YourCompany-123456789

It MUST be typed in as YourCompany-123456789

Other variations, such as YourCompany - 123456789, YourCompany/123456789, Your Company-123456789, 123456789, etc. will not be accepted.

Question - After I select the course I want to take, I get to the Prepare to Start Training screen, but I have red lights and cannot proceed.

Answer – The Prepare to Start Training screen checks your system settings to make sure they are set properly prior to starting the training. If these settings aren’t set correctly, the program will not run correctly.

Below is an example of the Prepare to Start Training screen. If any of the six lights on the left is red , the computer image at 7) will be red , preventing you from running the course.

Here is a list of the 6 required components that are needed to run our software.
*Please note – to the right of each component is a Help button. Clicking on Help will give you information on why the component is red and how to resolve the issue.