Cyber Pandemic Prevention Program: Learning Management System (LMS) FAQs Table of Contents 1. Software and Hardware Requirements a. What are the minimum system requirements for this training? b. Is this training available on the ipad? c. What should I do if I receive a Flash Player error message? 2. Logging into the Learning Management System (LMS) a. What should I do if I receive an error message? b. Single Sign On i. Why am I being prompted to logon when I have SSO? ii. What happens when I get an error message after authenticating to the idm? 3. Accessing Courses and Training a. What should I do if I receive and LMS API error message? b. What happens when I only see a blank window? c. What should I do if I ve already completed the training, but receive an email? d. What should I do if I can t see the course after clicking the link? e. Why can t I see the various modules after opening a course? f. Why can t I see my list of available courses? g. Why doesn t anything happen when I click the Enter button? h. Why can t I move forward within the module? i. Why can t I begin the next Mission? j. Why can t I begin the next Mission after I successfully completed the quiz? k. Introduction and Tutorial i. Why can t I access the Introduction and Tutorial Module? ii. Why doesn t the video play in the Introduction and Tutorial Module? l. Email Security Mission i. What should I do if I have clicked on the flags but I cannot move forward? m. Password Security Mission i. What should I do if I can t enter the first four letters of the URL? ii. What should I do if the Password Security Mission is frozen? n. Certificate of Completion i. Why isn t the language for my certificate translated properly? Home Page 1
o. Why is the WeComply link grayed out? p. Why can t I see a checkbox for the WeComply link? q. How do I access my Immunization Card? r. Quick Reference Section (when applicable) s. What should I do if the FAQ does not help me resolve my issue? 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 10 or later (http://www.adobe.com/go/getflash), and one of the following browsers: Windows: Internet Explorer 8 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 and DSL are not recommended). Please contact the Global Service Desk at: 1-888-661-GHDS (4437) if you need to update any of the software to meet these requirements. Is this training available on the ipad? Yes, however not all training is available on the ipad at this time. Please see the minimum system requirements and contact the Global Service Desk at: 1-888-661-GHDS (4437) for a suitable device for this training. Home Page 2
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 the Global Service Desk at: 1-888-661-GHDS (4437) to complete the software upgrade or installation. Logging into the Learning Management System (LMS) What should I do if I receive an error message similar to the one below? Please contact the Global Service Desk at: 1-888-661-GHDS (4437) for assistance. I have Single Sign On, so why am I being prompted to log on? The Cyber Pandemic Prevention Program leverages Single Sign On (SSO) using each employee s Baxter network credentials. When accessing https://baxter.fishnetlearning.com/auth/saml/index.php from within the company network, you will be automatically logged in to the Cyber Pandemic Program. If you are not automatically logged on, please contact the Global Service Desk at: 1-888-661-GHDS (4437) as there is a problem with your single sign on. Please note Baxter users leveraging the Enterprise Standard Browser (IE8) have SSO pass-thru disabled. As a result, users will be prompted to enter their Network ID (6+1) and password. No domain name. Home 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. 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 the Global Service Desk at: 1-888-661-GHDS (4437) to update your JAVA client. Home Page 4
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 the Global Service Desk at: 1-888-661-GHDS (4437) 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 Immunization Card (certificate of completion), please ensure you have followed the WeComply link to register your training. 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 until the requirements are met for the current module that is available. You must complete the current mission with a score of 80% or higher, as you will not be permitted to proceed until you have done so. Home Page 5
Why can t I see my list of available courses? There may be an issue with your enrollment. Please contact the Global Service Desk at: 1-888-661-GHDS (4437) for assistance. 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 (pop-up) 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><+> Home Page 6
Adjusting the zoom level from within the course module: right-click on the course and choose either Zoom Out or Show All. Home Page 7
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 begin the next mission after I have successfully passed the quiz in the module I was just in? Even if you have successfully passed the quiz in the previous mission, you may have allowed the module to timeout. The module will timeout after a prolonged period of inactivity. If you have waited too long to finish the module, then resumed it upon attempting the module again, the system will not record your score; therefore it will not allow you to move to the next mission. Please contact the Global Service Desk at: 1-888- 661-GHDS (4437) for assistance. Home Page 8
Why can t I access the Introduction and Tutorial course? Please ensure the Flash Player on the computer is up to date. Contact the Global Service Desk at: 1-888-661-GHDS (4437) for assistance upgrading the Flash Player, then reboot the computer and clear the browser cache by pressing F5 on the keyboard 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 the Global Service Desk at: 1-888-661-GHDS (4437) so they can escalate the issue to the Fishnet Security Learning Management Support team. 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. What should I do if I have clicked the flags in the Email Security module but the blue button does not appear to move forward in the module? You must ensure that you have clicked on ALL the flags on the screen AND they must ALL be grayed out in order for the blue button to appear which will allow you to move forward in the module. Please note: if you only hover over the flags with your mouse, the blue button will not appear; you must click on them. Home Page 9
What should I do if I am trying to finish the Password Security Mission, but the course is stuck or frozen at the point where I need to select the first four letters of the sites URL in reverse order? Most likely, you need to click the Submit button after you chose the correct answer. Home Page 10
What should I do if I am trying to finish the Password Security Mission, but the course is frozen. The problem actually has to do with some web browser settings. Some users experience a problem with the zoom level in their browser and the arrow button remains hidden behind the lower portion, preventing them from proceeding. In order to correct this, the user simply needs to adjust the zoom level by right-clicking on the course and then choosing either "Zoom Out" or "Show All". Alternatively, holding the Control key and scrolling with the wheel on the mouse can change the zoom level within most browsers. Home Page 11
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. Why is the WeComply link grayed out? The WeComply link will remain grayed out until all modules within the course have been completed. Once all the requirements in the course have been met, the WeComply link will become available. Home Page 12
Why can t I see a checkbox for the WeComply link? There is no completion tracking checkbox for the WeComply link. How do I access my Immunization Card? After you have completed all the requirements of the course click the Immunization Card here link. Once you have clicked the link, click on the link Get your certificate. You will then be able to view and print your Immunization Card. Home Page 13
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Why are the links in the Quick Reference section at the end of a course or the Menu not pulling up the appropriate resource? This usually indicates a problem with the PDF Reader. Please contact the Global Service Desk at: 1-888-661-GHDS (4437) 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: The Global Service Desk at: 1-888-661-GHDS (4437) For a list of all global numbers, please visit: https://connect.inbaxter.com/sites/itsm/global%20service%20desk/global%20service %20Telephone%20Numbers/Forms/AllItems.aspx or you may also send an email to the Cyber Security Mailbox at: cybersecurity@baxter.com -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. Home Page 15