Technical FAQs / Help Desk Instructions
I can't open PDF documents. What should I do?
These documents require Adobe Acrobat Reader software in order to view them. You can download this software for free online. Follow the instructions to download and install the software. After this process is complete, try to open the file again. If you are still experiencing problems, contact the Help Desk with the specific information outlined below. (Free Download)
I can't find the document I downloaded to print. What should I do?
Click on the document link in the course. A dialog box should come up that asks if you want to "Open" or "Save" the file. If you click "Open", the file will open and you can then print the notes directly from there. If you click "Save", a dialog box will open asking you where to save it. Browse your computer's files to locate a folder you can easily access. You can also save the file to the desktop so that it can be found easily. Once you have saved it to the chosen location, browse your computer's files to locate the saved file. Open the file and print it from there.
The presentation file won't load. What should I do?
Be sure the play button in the control bar at the bottom left of the presentation screen has been pressed to begin the presentation.
Depending on the number of students online at a given time, the file may take longer to load. You will know that the presentation is loading by the bar that extends through the middle of the control bar. A shading will progress across this bar showing to what extent the presentation has loaded. Allow several minutes for the presentation to load and try pressing the play button again. (You do not need to wait until the entire presentation has loaded.)
The presentation file requires the Flash Player plug-in to work correctly. Make sure that you have downloaded this plug-in. Follow the instructions to download and install the software. After this process is complete, try to open the file again. (Free Download Click this link and then click "Agree and install now" in the yellow box.) (Note: If you already have this plug-in, you may at times be prompted to upgrade to a new version of Flash. If prompted to do so, allow the plug-in to update so that it will continue to play the presentation files in the future.)
Due to the streaming audio and video presentations that will be used to deliver content, a dial-up connection is not suggested. If you are using a dial-up connection, the presentation could take a significant amount of time to load before it will begin to play at all. Allow 10 minutes or longer for the file to load and begin to play.
The presentation is playing but there is no sound. What should I do?
The presentation player has a volume control as well as a mute button. Make sure the mute button is off and the volume slide is all the way to the right. If you have external speakers, make sure the speakers are plugged in and turned on with the volume turned up. Computers that have internal speakers like laptops may have a mute button and a volume control to adjust. You can also check your volume control program to make sure the slides are up and the mute is not checked.
The presentation is not streaming smoothly. It is skipping and is hard to follow and understand. What should I do?
Sometimes a file requires longer to download depending on its size and how many users are online and accessing the file. Press the pause button of the control bar located at the bottom left of the presentation screen. Wait a few minutes for the file to download and buffer. You will notice a bar moving across from left to right as this takes place. Once the bar advances a good length, play the presentation and it will stream smoothly.
NOTE: If the presentation catches up to the end of the bar, you might experience the same thing again. If this happens, pause the presentation again and allow the file to download and buffer again.
If you are unable to resolve the problem you are experiencing with the above tips, please contact the online registrar at onlineregistrar@cefonline.com.
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