eq Online Course Self-Help Guide

Transcription

1 eq Online Course Self-Help Guide Most of the time, everything works fine when we complete our online training in eq. Sometimes, it s not the case. To get through your training without any issue, this guide is here to help! Have you cleared your Internet browser history? This step resolves many eq Learning performance and completion issues Refer to Section 1 of the eq Online Course Self-Help Guide OR Call the Global Support Centre ext 26666, option 6.2 Do you need assistance enrolling in a course? Not sure how to enrol Not sure if you re enrolled in the right course You ve enrolled into a course but the enrolment has not been approved Refer to Section 2 of the eq Online Course Self-Help Guide OR Call People Services ext Is the course not playing correctly? The course won t open The course screen is white or frozen You can t see the course navigation buttons The course Next button is not working Refer to Section 3 of the eq Online Course Self-Help Guide OR Call the Global Support Centre ext 26666, option 6.2 or Are there technical issues completing a course? After you complete the course, the status is still Approved in eq The course has audio, but I can t hear it from my PC You see an error message when you open the course Your eq session has timed out before completing the course Refer to Section 4 of the eq Online Course Self-Help Guide OR Call the Global Support Centre ext 26666, option 6.2 or Qantas Group Shared Services, People Services, Learning Services Version Sept-2015

2 Section 1: Let s start by clearing your Internet browser history Many eq system and online course access issues can quickly be resolved by clearing your Internet browser history. We also know that shared PCs (like in a training room) can cause problems due to content caching. The first step for any troubleshooting is to clear your Internet history. After you have cleared the history, log out of your browser and then log back into the browser and eq. Below are the steps to do this for 3 common browsers. If you need help clearing your Internet history, call the Global Support Centre for help on ext ( ) option Internet Explorer: a. Go to Tools select Internet Options. b. Click Delete. c. Click OK. d. Close all Internet Explorer windows In Firefox: a. Go to Tools, Options, b. Select Privacy tab c. Click on clear your recent history d. Click on Remove individual cookies e. Close all Firefox windows In Google Chrome: a. Go to Tools, History, b. Click on history (Left menu) c. Click on clear browsing data d. Check the items relating to browsing and cookies are checked e. Click on Clear browsing data f. Close all Firefox windows

3 Section 2: Finding the rightt course you need to complete. 2.1 Enrolling in a course To enrol into a course you need to knoww all or part of the course name. You can refer to the Terminal, Learning@Qantas to directly enrol in corporate c courses, which will often save you time! Important: Do not complete training using QAccess if you are accessing yourr training outside of the Qantas Q network. Use the direct link below. Follow these steps to enrol in a course: 1. Open eq from The Terminal or iff outside the Qantas Network ( 2. Enter your staff number and password. This password is usually the one used when logging l on too your computer. If you ve forgotten yourr password, go to the QAccess Password Self Help Portal to reset or call the Global Support Centre Click eq Learning and Development in the My eq Applications panel. Click Learner Home. Enter all or part of the course name in to the search field, then click Go. A list of courses will be displayed. 6. Select the course. A list of Offerings will be displayed for the course you selected. 7. Select current offering. (usually the offering with the most recent year) A list of Classes will be displayed for the offering you selected. 8. Select Enroll for the next available class. NOTE: A greyed out button indicates you are already enrolled in this class.

4 The Enrolment page is displayed. 9. Select Review. NOTE: Enrollment Justification is not required. The enrolment review page is displayed. Information about appropriate settings is displayed. Read the information on this page. 10. Click Submit to return to the Learner Home page. The course should be listed on the Learner Home page. 11. Click Play to start the course. If you have any questions, contact People Services Contact Centre on ext or

5 2.2 Choosing the right course It s important to choose the right course for your role. For corporate mandatory training, refer to the Terminal, My Employment, Learning@Qantas. Some online courses have more than one version, eg. there are 2 online Drug and Alcohol Awareness courses: DAMP for Employees and DAMP for Managers If you are unsure of online course you should complete, speak with your Manager, your local training team or call People Services Contact Centre on ext When you enrol in an online course, the most recent offering is displayed. If you see more than one offering, select the most current version. If more than one version is offered, please report this to People Services Contact Centre on x Enrolment not approved Some eq online courses require approval from either your Manager or a Training Coordinator. When you enrol in an eq online course that requires approval, an automatic notification is sent to the relevant approver. If the approver is on leave, or has recently changed roles, their information may not have been updated in eq and there may be a delay in approving your enrolment. If this is the case, please contact People Services Contact Centre, ext to have your Manager s details updated.

6 Section 3: Oh No! It s just not working and I have an error message Technical problems can be frustrating and unpredictable. Issues can be caused by either your hardware (PC or ipad) or your network connection (Qantas Network, Remote Network). To help fix these problems quickly, it s always best to take these first steps: Check your PC is setup correctly for online courses (click the PC check button on the learner home page) Clear your internet history and cookies (see section 1), log out of eq and your browser and log in again. If you are accessing from a shared PC, ensure the previous person has logged out of eq (you can see your name in the top right of your learner home page) If you are accessing from your own PC or device (eg: ipad) do not use QAccess you must access directly to eq using this link: If you are still having problems, read on, or call the Global Support Centre ext 26666, option 6.2 for help. 3.1 The course won t open There are several reasons an eq online course may not open. If you are having problems, check that: You are clicking the Play button on your eq Learner Home screen. (See step 11, in 2.1 Enrolling into a course) You have enabled the Popups in your browser. Some eq online courses open in a popup window. You can check this by running the PC Check (from your eq Learner Home page) or by following the instructions below. NOTE: Some computers may have this option disabled. If popups are disabled, please call the Global Support Centre ext 26666, option 6.2 or You have enabled the Active X in your browser. (If your screen is showing as WHITE this is often the cause) Contact Global Support Centre x26666 or to correct. If the screen is blank or frozen and the above steps were not successful, you should clear the cache. Refer to Section 1

7 3.2 There are no course navigation buttons Every eq online course has Next and Back navigation buttons which allow you navigate through the course. If the screen resolution is set to less than 1024 x 768, the navigation buttons may be hidden. You can check this by running the PC Check (from your eq Learner Home page) If you need help changing your resolution, contact the Global Support Centre x Option The course Next button is not working When you open an eq online course, the Next button may be inactive. Ensure you ve read all the instructions on the screen and check you have completed the following: Selected at least one option in a multiple choice question Clicked on an image or text to reveal important information Completed all exercises and/or activities If you still cannot progress through the course, please contact the Global Support Centre x26666 or It may be helpful to a screen-shot, if required. To a screenshot: Click anywhere on the screen Press Alt + PrtScn (Printscreen) or: you can use the snip tool. Paste the screenshot into a new

8 Section 4: I ve completed my course, and there is a problem 4.1 My eq status is still Approved but I ve completed the course If, after completing an eq online course your status has not updated from Approved to Completed, you should: 1. Press F5 to reload the Learner Home page by pressing F5 2. Check you have met all course requirements, eg: Some courses have an assessment with a pass mark. Your status will remain as Approved until you pass the assessment Some courses require you to display every screen. If you have not displayed every screen, your status will not be updated 3. Delete cookies and temporary files (see section 1.1) and close eq 4. Log back into eq and return to the learner home page, and re-complete the course. Avoid periods of inactivity (ie: if you need to step away from completing the course, close the course by clicking on the home button to ensure your progress is bookmarked) If your completion status has still not updated to Completed, call the Global Support Centre ext 26666, option 6.2 or Important Note: Updating course completion manually is avoided. Course completion is an auditable item for regulators such as CASA. If your PC is not completing eq courses, it is important to call ext to log an issue to investigate local network or local PC issues. 4.2 I can t hear the course sound Many online courses contain sound. This could be a narration or as part of a video. Most of our Qantas IT hardware has the required sound-cards to play sound. You may need to use headphones to get the best effect. If your Qantas PC does not have sound, contact the Global Support Centre for assistance. ext or option 6.2. Note: All the Group Mandatory courses also include a transcript of any audio that is played, so if you don t have the right technology to listen to the course, you can read the transcript.

9 4.3 Specific errors If, you receive any of the below errors you will not be able to access your training. Clear your internet history (section 1) and if problems continue, contact call the Global Support Centre ext 26666, option 6.2 or My eq session has timed out before I ve completed the course If you access eq via the Internet, and there is no screen activity, the session will time out after 2 hours. If you access eq via the Intranet, and you need to step away from your desk for an extended period of time (e.g. 15 min +), exit the course to ensure that the current screen of the course is bookmarked when you return to the course. Within the network the system will not time-out, however if you lose your network connection (which can sometimes happen) this may impact your course progress being saved.