Learning Management System (LMS) General FAQs Software and Hardware Requirements What are the minimum system requirements for this training? Is this training available on the ipad? What should I do if I receive a Flash Player error message? Logging into the Learning Management System (LMS) What should I do if I receive an error message? What should I do if I forgot my password? Single Sign On o Why am I being prompted to logon when I have SSO? o What happens when I get an error message after authenticating to the idm? Accessing Courses and Training What should I do if I receive and LMS API error message? What happens when I only see a blank window? What should I do if I ve already completed the training, but receive an email? What should I do if I can t see the course after clicking the link? Why can t I see the various modules after opening a course? Why can t I see my list of available courses? Why doesn t anything happen when I click the Enter button? Why can t I move forward within the module? Why can t I begin the next Mission? Introduction and Tutorial o Why can t I access the Introduction and Tutorial Module? o Why doesn t the video play in the Introduction and Tutorial Module? Password Security Mission o What should I do if I can t enter the first four letters of the URL? o What should I do if I am stuck when trying to test my password strength? Certificate of Completion o Why isn t the language for my certificate translated properly? Quick Reference Section (when applicable) What should I do if the FAQ doesn t help me resolve my issue? COPYRIGHT 2016 OPTIV SECURITY PAGE 1
Software and Hardware Requirements What are the minimum system requirements for this training? In order to complete the training, pop ups will need to be enabled, students will need Flash Player 11 or later (http://www.adobe.com/go/getflash), the latest version of Java installed and one of the following browsers: Windows: Internet Explorer 10 or later, Firefox 30.x and later, Safari 6 and later, Google Chrome 30.x or later. Mac: Safari 6 and later, Firefox 30.x and later, Google Chrome 30.x and later Pop ups will need to be enabled. Disable the pop up blocker. The bandwidth requirement is a dedicated high-speed connection (dial-up is not recommended). Please contact your organization s helpdesk if you need to update any of the software to meet these requirements. Is this training available on the ipad? Not all training is available on the ipad at this time. Please see the minimum system requirements and contact your organization s helpdesk for a suitable device for this training. What should I do if I receive a message stating that I need to install or upgrade Flash Player and I need a higher level of system privileges to do so? Please contact your organization s helpdesk to complete the software upgrade or installation. COPYRIGHT 2016 OPTIV SECURITY PAGE 2
Logging into the Learning Management System (LMS) What should I do if I receive an error message similar to the one below? Please contact your organization s helpdesk for assistance. What should I do if I forgot my password? Please utilize the Forgotten my username or password link on the logon page and provide your correct email address. If you do not receive an email to reset your password, please contact your organization s helpdesk for assistance. I have Single Sign On, so why am I being prompted to log on? Please contact your organization s helpdesk, there is a problem with your single sign on. COPYRIGHT 2016 OPTIV SECURITY PAGE 3
What happens when it appears that I was able to authenticate to the idm, but right after that, I get a strange error message? If you are seeing any of the messages below, verify that you are using the correct SSO link and try again. COPYRIGHT 2016 OPTIV SECURITY PAGE 4
Accessing the Courses and Training What should I do if I receive an Error message stating: Error- Unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support. This error message usually indicates a problem with the JAVA client installed on your computer. Contact your organization s helpdesk to update your JAVA client. What should I do if I click on the link to begin the course, but I only see a blank window? This problem usually indicates that the browser is trying to use an unsupported version of Flash Player. Please contact your organization s helpdesk to complete the software upgrade or installation. I received a reminder email to complete the training, but I have already done so. Is there something more I need to do? If you have completed the training and received your certificate of completion, there is nothing more that you need to do at this point. What should I do when I can t see the course after clicking the link to open it, but I can hear the music playing? In this case, it is likely that the browser window reorganized with the course window beneath the main training window. Use Alt+Tab to change browser focus, or minimize the other program windows you have open until you locate the missing one. Why am I unable to see the various modules after opening a course? The modules may be hidden or shrunken. Navigate to Home within the LMS and expand the My Courses section of the menu. Why can t I see my list of available courses? There is a problem with your enrollment. Please provide your name, username and email address, along with the time you attempted to access the site you organization s helpdesk. COPYRIGHT 2016 OPTIV SECURITY PAGE 5
Why does nothing happen when I click the Enter button on the introduction screen? There may be a problem with pop-ups being blocked by the browser. Disable the pop-up blocker and attempt to access the course again. Why can t I continue to move forward in the course? I don t see an option to continue. This sometimes happens when the browser zoom level does not show the entire window of the training module and is typically resolved by adjusting the browser zoom setting. To adjust the browser zoom level, use <CTRL><-> to zoom out and <CTRL><+> to zoom back in. If the training module is active in its own (popup) window, you may need to click in that browser window but just outside of the training content in order to get the proper browser focus before adjusting the zoom. Once the browser zoom level has been adjusted, if further adjustment is needed to the course-module zoom, right-click on the course and choose either Zoom Out or Show All. See examples below: Adjusting the zoom setting in your browser: <CTRL><-> or <CTRL><+> COPYRIGHT 2016 OPTIV SECURITY PAGE 6
Adjusting the zoom level from within the course module: right-click on the course and choose either Zoom Out or Show All. What should I do if I can t begin the next mission? I ve completed the previous mission, but the link for the next mission is grayed out. It states it is not available until I have achieved a required score in the previous mission. Even if you have successfully completed the previous mission, you may need to update the information on this page by clicking on the "Click here to refresh your completion tracking progress" link. If you have clicked on the link- but the message does not change and the link remains grayed out, verify that you have completed the previous mission with a score of 80% or higher, as you will not be permitted to proceed until you have done so. You can also clear your browser cache by pressing F5 on the keyboard. Why can t I access the Introduction and Tutorial course? Please ensure the Flash Player on the computer is up to date. Contact your local helpdesk for assistance upgrading the Flash Player, then reboot the computer and clear the browser cache after the upgrade has completed. If this does not resolve the issue, further investigation into this issue will be necessary. Please provide your name, username and email address, along with the time you attempted to access the site to organization s helpdesk COPYRIGHT 2016 OPTIV SECURITY PAGE 7
Why doesn t the video play in the Introduction and Tutorial module? This usually indicates a problem with the Flash Player on the user s computer. Upgrade the Flash Player and be sure to reboot your computer and clear the browser cache after the upgrade has complete. Why are the links in the Quick Reference section at the end of a course not pulling up the appropriate resource? This usually indicates a problem with the PDF Reader. Please contact your organization s helpdesk support for assistance. Why isn t the language for my certificate translated properly? The certificate for each course is configured to use a font with the appropriate character set for that language. If the student does not choose a language, but continues using the default language (US English), the portions of the certificate which would normally be translated will remain in English. Select the appropriate language in the upper right hand corner of the training site. If issues with the translation of the certificate of completion still persist; please contact your organization s helpdesk support for assistance. What should I do if the FAQ does not help me resolve my issue? If these steps listed have not resolved the issue, please provide the following information to your organization s helpdesk: -Name -Username -Email address - A brief description of the problem, including the course name, the location within the course, the date and time that the problem last occurred. If possible, please include a screenshot of the page where you experienced the issue. COPYRIGHT 2016 OPTIV SECURITY PAGE 8