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Frequently Asked Questions
We want you to have a great experience. We’ve compiled a list of our most frequently asked questions, so you can find the answers you are looking for when you need them.
- Learner Accounts
- Browser/Computer Issues
If you have further questions, feel free to contact us at firstname.lastname@example.org
My username/password doesn’t work or I can’t remember it.
Be sure you are typing in the username/password exactly as you did when registering your account. Your username and password is case sensitive, so check to make sure the Caps Lock button isn’t on. Make sure you’ve confirmed your account through the link that was sent to you when you signed up.
If you’ve forgotten your password, you can recover it here.
How do I change my password or personal information?
In the admin sidebar, click on “My Profile” in the Account section.
To change your password, edit your personal information, or preferences, click here.
Please note that you are required to enter your current password whenever you make changes.
I think I am missing a course; it is not listed under ‘My Courses.’
Your training manager, or whoever has ordered your online training, will have a record of all courses you are supposed to be registered for. Please contact them to confirm your required courses.
They will have to invite you to take training via email or enrolment key. The email invite will be sent to the email address attached to your personal account.
If you don't already have an account, it will be sent to the email address you have provided to your training manager.
Please ensure you have access to this email address, and check your spam folder if you don't see it in your inbox.
My training manager told me to add another course to my account. How do I do that?
Simply log into your account and click on ‘My Courses’. There is a box to enter the provided enrolment key, shown at the bottom of your course list. If you do not have an enrolment key, contact your training manager.
If you’ve been emailed an invitation for a course instead of given an enrolment key, simply click “Accept” on the pending course invitation.
What does my computer need to take your courses?
To take our courses, we recommend using the latest version of your favorite browser (Internet Explorer, Mozilla Firefox or Google Chrome) on your PC or Mac computer. At this time, tablets and certain smartphones (including iPad, iPhone or Android OS) cannot access our training as they do not support Adobe Flash. You will also need to have the latest Adobe Flash Player. The course will auto detect if you do not have it and a link to the download will be provided. You will also need access to a printer, as your certificate can be printed upon successful course completion, and there are resource documents you may wish to print before you begin your course.
The webpage won't come up; it just says "Page not found."
Close all Internet browsers (Internet Explorer, Chrome, Safari, etc.) and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favourites list. You may also need to delete your cache.
It's taking a long time to load the course.
Each chapter is loaded completely before you begin a lesson and if you have a dial-up connection this will take longer than if you have a high-speed connection. You may have to delete your cache and should close all other applications or programs that are open.
My screen is blank when I click on one of the chapters; the course won't play.
Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone. Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.
Do you have the latest version of Adobe Flash Player installed? If not, please click here to download.
Your browser security could be blocking the course player. First do a cache clean, then watch for these security messages:
Internet Explorer 10: Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”. In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.
Mozilla Firefox: A shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.
Google Chrome: A shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.
How do I change the Pop-up Blocker settings on my browser?
When you click on a course lesson, it will open in a new window or tab. You may encounter some difficulty in opening the courses if your browser is set up to block pop-ups. Typically you can solve this problem by allowing (or "whitelisting") the current site in your ad blocker settings.
In Internet Explorer, Pop-up Blockers are typically turned on and set to the medium setting, which means it will block most automatic pop-ups. The default settings for the pop-up blocker allows you to see pop-ups that are opened when you click a link or button on a website.
Pop-up Blocker will also play a sound and show the Information Bar when a pop-up is blocked.
- Open Internet Explorer.
- On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
- Turn off the Internet Explorer Pop-up Blocker to disable entirely, or else adjust these settings so that it works the way you want it to.