Technical Support

System Requirements
  • Operating System: Windows Vista and above; Mac OSX 10.6 and above
  • Computer/Processor: 2 GHz Intel Pentium 4 or above; AMD Athlon 3800+ or above;
  • 2GB System RAM or above
  • Consistent Internet Connection above 1.5Mbps Download
  • Screen resolution of (1024 x 768) or higher with 128MB of Video Memory (VRAM)
  • The latest versions of Adobe Flash Player Plugin(*)(**)
  • The latest Java JRE installed for interactive labs & labs

* Internet Explorer on Windows 8 and 8.1 comes with Adobe Flash Player Integrated, Updates to the player are available via Windows Update. It is always recommended to keep your computer Operating System and applications fully up-to-date.
** Google Chrome browser also now comes with Adobe Flash Player Integrated, to update the player simply update Chrome.

Supported Browsers:
Windows: Internet Explorer 8 and above, Firefox 18.0 and above, Google Chrome
Mac OSX: Safari, Firefox, and Google Chrome
iPhone, iPad, iPod: Safari Only

Recommended Browser Settings:
In order for Lab simulations to function correctly it is necessary to add (* as an exception for pop-up blockers. All modern browser offer this option instead of having to disable pop-up blockers. It can usually be found under your browsers options or security settings.

The following items may interfere with training and it is recommend to disable them during your training session or use an alternitive browser just for training.
  • Third-party browser toolbars installed (i.e. Google toolbar, Ask toolbar, Bing Bar)
  • Ad blocking extensions/plugins/add-ons for your browser (example: Ad Block Plus)
  • Script blocking extensions/plugins/add-ons (example: noScript)

If you have any of the above mentioned items running, disable or close them accordingly and then try launching the training again.

Training on Mobile Devices:
As our training products evolve we plan to include support for as many mobile devices as possible. Currently we only support Apple iPhone, iPad and iPod. No extra App is required, simply log on to your training like you normally would. Note Adobe Flash is not required for Apple devices.

Training on Multiple Devices:
When Training on multiple devices, in order for progress and scores to be tracked properly, you must logout of one device before you continue training on a second device. If a proper logout is not performed loss of progress or incorrect progress/scores may be recorded. These cannot be manually changed and you will have to revisit each video briefly and retake the quiz.

Technical Support FAQ

When I click on “Launch Course” The window that pops-up has a blue background and a button to download Adobe Flash Player, but I already have it installed. How can I fix this?

I’m trying to reset my password but the email never arrives, or the link has become invalid.

Internet Explorer can play training videos using Flash, but recently installed Firefox can’t. Why?

I use Google (Yahoo, AVG security, Symantec, etc.) toolbar in my IE browser. Is this a problem for on-line training?

How do I get my progress tracker to update on iPad, iPod or iPhone?

My Progress Tracker is stuck just under 100%. How can I fix this?

My progress and quiz scores are not being recorded. Why?

I trained all night, left my browser open, then came back in the morning to take the quiz. I passed and used the Quit button but my progress and quiz score wasn’t recorded. Why?

I answered all 10 questions of a quiz and clicked the "Quit" button as instructed, but my score wasn’t recorded. Why?

What happens if I use the Windows "X" button to close my browser while the session is still active?

I accidentally closed my browser using Windows "X" and want to log on again. Video Trainer sends me a message that says "Your Account is already logged into the server. Please click Ok to close that session and start a new one.” Is this normal?