Below is a list of situations that may occur while taking an online course. Click on a problem to view suggestions for correcting it. |
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| How can I launch the course if nothing happens when I click on the course name? |
| What do I do if the course stops responding and the page freezes? |
| What do I do if I get a blank white screen when launching the course? |
| How do I stop pages from appearing out of sequence? |
| What do I do if after clicking on the 'Next' button, it takes longer than 10 seconds for the next page to appear? |
| When I click Guide in the Course Menu or any Acrobat Reader files, I get an error message, "Plugin Error: Plugin did not initialize properly," and I can't access my Acrobat Reader files. |
| My computer calls for a QuickTime player to run the Flash-based web content in the course. Why are my Flash files associated with a Quick Time player, and how do I prevent Quick Time from launching? |
| What do I do if I don't hear any audio while in my course module? |
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How can I launch the course if nothing happens when I click on the course name? |
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| Enable pop-ups by turning off your pop-up blocker within Internet Explorer. Go to Tools > Pop-up Blocker > "Turn Off Pop-up Blocker". If this doesn't solve it, you may have a 3rd-party pop-up blocker (such as Google, Yahoo, or Netscape toolbars), and will need to disable it. |
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| Unfortunately, a tool that is very powerful for the enhancement of e-Learning and other Web Applications, can also be misused to the detriment of all users. Such is the case with the use of Protected Browsers, new windows originating from a primary, when used in massive advertisement campaigns and known as “Pop-Ups”. The Quality Group uses protected browsers, to maintain the instructional integrity of the course and for security purposes. These protected browsers are opened only when students click on a button specifically designed to open another browser. |
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| Protected browsers do not allow the students to use typical browser navigation. Hence, the instructional designer can integrate knowledge topics and e-Learning exercises knowing the student will be presented with the material as designed to achieve the learning objectives. Using an open browser with typical navigation and URL addressable options, students could be easily confused because they could enter or jump into the middle of a learning point or skip material entirely. Protected browsers eliminate the address bar, back, next, and go buttons, requiring students use only the designed navigational tools. |
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| Unfortunately, this use of protected browser windows falls prey to the installation and use of Pop-Up Blockers designed to rid us of those unwanted ads. People employ a variety of pop-up blockers, which eliminate not only pop-up ads, but also any new windows from any current window, effectively shutting down the opening of any secondary windows. |
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| An indication that a Popup Blocker software is currently running on your computer is when no separate window opens up to display information. With the addition of toolbar plugins, such as: Google toolbar, Yahoo toolbar, AdZapper toolbar, it has become increasingly difficult to allow smooth access throughout the course. To resolve this problem you will need to turn off the "Popup Window Blocking" feature for whichever software you are currently using to block popup windows. You may also add our web link website URL from within the popup blocker software to allow access to our web pages. |
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What do I do if the course stops responding and the page freezes? |
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your cookies setting. (A cookie is a virtual website marker that relays
information from the web site to your browser.) Go to Tools > Internet
Options > Privacy > Advanced > check "Override Automatic Cookie
Handling" > check "Accept" for "First-party Cookies" and "Third-party
Cookies," and check "Always allow Session Cookies". |
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| Clear your cache and cookies. (Cache refers to a
location where frequently accessed data can be stored on your hard drive
for rapid access.) Go to Tools > Internet Options > Temporary Internet
files > "Delete Files". Check "Delete all offline content" and click
"OK." Then click "Delete Cookies" and "OK." This will get rid of any
corrupted files that may be keeping the course from running properly. |
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| Make sure you have the latest version of Flash Player installed. (It's not enough to have Shockwave.) .Be sure to uncheck "Yahoo toolbar" before you click "Install Now" when you use the link below to install Flash Player. You must have administrative privileges to install it properly; if you don't, see your IT department. |
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Temporarily disable your firewall. (A firewall is a secure gateway to
your computer.) |
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| If you're still having trouble, the problem could be a slow Internet connection. We recommend a high-speed connection of at least 384 Kbps. (DSL and cable modem speeds typically range from 384 to 768 Kbps.) To check your speed, go to tech.msn.com/speedtest.aspx. If your speed isn't fast enough, contact your IT Department. |
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What do I do if I get a blank white screen when launching the course? |
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| Make sure you have the latest version of Flash Player installed. (It's not enough to have Shockwave.) Be sure to uncheck "Yahoo toolbar" before you click "Install Now" when you use the link below to install Flash Player. You must have administrative privileges to install it properly; if you don't, see your IT department. |
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Clear your cache and cookies. (Cache refers to a location where
frequently accessed data can be stored on your hard drive for rapid
access.) Go to Tools > Internet Options > Temporary Internet files >
"Delete Files". Check "Delete all offline content" and click "OK." Then
click "Delete Cookies" and "OK." This will get rid of any corrupted
files that may be keeping the course from running properly. |
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| Fix
your cookies setting. (A cookie is a virtual website marker that relays
information from the web site to your browser.) Go to Tools > Internet
Options > Privacy > Advanced > check "Override Automatic Cookie
Handling" > check "Accept" for "First-party Cookies" and "Third-party
Cookies," and check "Always allow Session Cookies". |
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| See if you're being routed via a Proxy Server. Go to Tools > Internet Options > Connection. Click on LAN Settings. If there's a check at "Use a Proxy Server for your LAN" then you are being routed through a proxy server and need to contact your IT department. Ask them to clear the cache files stored on the Proxy Server. |
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How do I stop pages from appearing out of sequence? |
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| In most cases this is normal. Throughout the courses there are menu pages that you will be directed back to after finishing certain segments within the course. You may also be directed to non-sequential pages depending upon your response to certain questions. However, if you feel that this is not normal then try this step. |
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| Fix
your cookies setting. (A cookie is a virtual website marker that relays
information from the web site to your browser.) Go to Tools > Internet
Options > Privacy > Advanced > check "Override Automatic Cookie
Handling" > check "Accept" for "First-party Cookies" and "Third-party
Cookies," and check "Always allow Session Cookies". |
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What do I do if after clicking on the 'Next' button, it takes longer than 10 seconds for the next page to appear? |
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| Fix
your cookies setting. (A cookie is a virtual website marker that relays
information from the web site to your browser.) Go to Tools > Internet
Options > Privacy > Advanced > check "Override Automatic Cookie
Handling" > check "Accept" for "First-party Cookies" and "Third-party
Cookies," and check "Always allow Session Cookies". |
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Clear your cache and cookies. (Cache refers to a location where
frequently accessed data can be stored on your hard drive for rapid
access.) Go to Tools > Internet Options > Temporary Internet files >
"Delete Files". Check "Delete all offline content" and click "OK." Then
click "Delete Cookies" and "OK." This will get rid of any corrupted
files that may be keeping the course from running properly. |
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Temporarily disable your firewall. (A firewall is a secure gateway to
your computer.) |
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| If you're still having trouble, the problem could be a slow Internet connection. We recommend a high-speed connection of at least 384 Kbps. (DSL and cable modem speeds typically range from 384 to 768 Kbps.) To check your speed, go to tech.msn.com/speedtest.aspx. If your speed isn't fast enough, contact your IT Department. |
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When I click Guide in the Course Menu or any Acrobat Reader files, I get an error message, "Plugin Error: Plugin did not initialize properly," and I can't access my Acrobat Reader files. |
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| This can be due to a corrupt file in the Adobe program. Uninstall Acrobat Reader and restart your computer, then reinstall the most recent version of the Acrobat Reader at www.adobe.com/products/acrobat/readstep2.html. Note that you must have an Adobe plug-in for opening pdfs in a browser window, but this is usually installed by default when you install the Acrobat Reader. |
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My computer calls for a QuickTime player to run the Flash-based web content in the course. Why are my Flash files associated with a Quick Time player, and how do I prevent Quick Time from launching? |
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| QuickTime will associate any Flash file as its own by default, so if you've recently installed the latest version of QuickTime without changing the File Type Association, the QuickTime player will run whenever it encounters a Flash file. |
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| To correct, try these steps: |
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| Open the QuickTime player and go to Edit > Preferences > QuickTime Preferences. In the drop-down menu at the top, select File Type Associations. Under Select Viewer Associations, check ONLY Macintosh file types, then exit out. |
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| If this doesn't work, you may need to uninstall and reinstall QuickTime again and uncheck FLASH association under the MIMIE dialog box in the QuickTime Setup assistant. |
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| Finally, make sure that "Any File types" is NOT checked. |
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| If it still doesn't work, reinstall the latest Flash player, which may overwrite the Flash file types and correct the problem. |
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What do I do if I don't hear any audio while in my course module? |
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| Check to see you have the latest version of Flash player installed. (Make sure to uncheck the Yahoo toolbar before installing the latest Flash player). You must have administrative privileges to properly install Flash player. www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&P5_Language=English |
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Temporarily disable your firewall. (A firewall is a secure gateway to
your computer.) |
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| Make sure that your speakers are turned on and plugged into the wall. |
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| Make sure that the volume is turned up on your speakers. |
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| Make sure that the mute checkbox located within your Control Panel is not selected for your audio. To verify, go to Start > Control Panel > Double Click Sounds and Audio Devices > Under Device Volume make sure "Mute" is not selected. |
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| Make sure that the Volume is turned up under the Sounds and Audio Devices Properties Box. |
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| Make sure that the audio card device driver is properly installed on your computer. To verify, go to Start > Control Panel > Double Click on System > Select the Hardware Tab > Select Device Manager > Click the "+" sign next to Sound, Video and game controllers. Make sure your sound card is listed here. |
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| Make sure your Sound Card is working properly by playing a CD or any other music file located on your hard drive. |
