Frequently Asked Questions about Computer Based Training Programs
Keep in mind while these are the most common questions that come up, it is only a very small portion of users who experience these issues. As you know there are a multitude of operating systems and browsers out there as well as hundreds of different anti-virus and firewall programs, all which could, possibly, cause some glitches.
Sometimes too many temporary files build up in your web browsers temp files which can cause a variety of problems, including login issues. Here's a good "wiki" article we found on how to clear your browser cache.
Remember that when opening the program if you encounter a "pop-up" blocker that prevents the course window from opening it may be blocked from two places: (1) From the browser itself (go to Tools>Pop Up Blocker) or it may be blocked from the Google Toolbar (you can also disable pop-up blockers from the toolbar if you need to).
Some users running windows Vista may encounter audio hiccups and noises during Flash playback. This is a problem between Vista and Flash and we're working on this.
Problem: Audio responses to quiz questions during the program don't play -- you click on an answer and then can't hear the response wherther it's right or wrong.
Cause: This is a problem with your browser...
Solution: ask your I.T. department to ensure that you can play ".wma" files (these are small, highly compressed audio files in a Microsoft Standards called ".wma") on your computer. Or try a different computer. Make sure you're using Microsoft Internet Explorer.
Problem: You cannot see all of the questions or responses.
Solution: You need to expand the window or use scroll bars (either horizontal or vertical).
Problem: Some users have reported that the numbering system on the final exams jumps around.
Cause: Unknown, we think it's related to some corporate networks and the users' workstation.
Solution: For now, just keep answering the questions, and proceed to the next question in the exam, do not worry about the numbering, it will not effect your answers. You'll know when you get to the last question in the exam as you will not be able to proceed further as your choices will be grayed out. At that point when the exam can proceed no further, click on "submit exam". We should have this issue fixed soon.
Problem: Sometimes the screen appears blank, even though the buttons are there on the side.
Cause: You don't have Flash Player installed
Solution: Install Flash Player, many of the screens use it. Go to this link to test your browser for Flash: http://www.adobe.com/shockwave/welcome/
Problem: Sometimes the "next", "back", or "contents" buttons do not appear when you go to the next screen.
Cause #1: Screen resolution set too low, so the window which is 930 x 640 isn't opened wide enough to display the buttons (if, for example, your video it is set at the "800 x 600" setting).
Solution: Change the graphics setting to something higher than 800x600. Most laptops and desktops these days use 1024x768. (Right+click on your desktop [hold down the "Windows+D" key to go directly to the desktop] and adjust display settings.
Problem: During the final exam the navigation buttons disappear
Cause: Momentary interruption in your internet connection, as the screen is painting.
Solution: Exit the exam without submitting your questions. You can then immediately start the exam again and pick up where you left off. When you're ready, submit the exam for grading.
Cause: It's not really a problem. It just opened up a small browser window that got moved behind your current window.
Solution: (1) Move the course window aside with your mouse, or (2) Choose the other window on the bottom of your screen, or (3) [This is easiest] Hold down the ALT+TAB keys to cycle through all open windows!
Cause: Same as above. Most likely the new window may have opened up behind your current window.
Solution: Same as in previous situation. ALT+TAB will cycle through the open windows.
Problem: Unable to Log In
Cause: Usually it's a typo...Solution: Open the confirmation email you were sent showing your username and password. Copy and paste them into the login and password boxes. For example, highlight your login (usually your email address) and then press "Ctrl+c" to copy the login. Then paste it into the "username" field ("Ctrl+v"). Do the same thing with your password (which is usually your first and last initial plus 123456); so, "Jim Powell"s password would be jp123456. It IS case sensitive so enter it exactly as shown in your confirmation email.
Solution #2: If you're certain you're entering the username and password exactly as you were registered, then it's possible you need to clear your browsers' cache. You can do that going to "Tools>Internet Options" and then click on "Delete" under browsing history in the middle of the general tab. Just delete "Temporary Internet Files". It should not be necessary to delete any other files.
Problem: Program does not remember your place when you log in
Cause: Again, caused (usually) by a poor internet connection. When you logged out the last time the transmission of your "placeholder" to the LMS (Learning Management System) was incomplete.
Solution: Use the "Contents" button to just jump instantly to wherever you want to go in the program. If the problem continues contact technical support.
Problem: While taking the final exam, some questions are not "checked"
Cause: Uncertain.Solution: Just keep answering questions as they are presented and submit the exam when all the questions are answered.
Why do I have to take "DOT Security" and "DOT Safety (Emergency Info)" courses?
Answer: Because the DOT says so. However, if your employer certifies that they have provided you with this training or equivalent training, your employer can decide if you need this or not. Since "TSA Security" training does not count, we strongly suggest you just take the two courses, it will only take you a little more than an hour.
Do I need to take IATA Modules 9 and 10 if they say "optional"?
Module 9: If you are in the United States, or ship to or from the United States, or work for a US Air Carrier, you have to take this module. Module 10:
Here are some guidelines for taking final exams: