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 shaded line 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.)
Viewing the presentations requires a modern web browser. Up to date versions of Chrome, Firefox, and Microsoft Edge are all suitable web browsers. Internet Explorer is not recommended for use on the site.
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. It is possible the videos will not successfully load with a dial-up connection.
I receive a message "Navigation to the webpage was canceled". What should I do?
You may have seen a box that says something like this: "Do you want to view only the webpage content that was delivered securely? This webpage contains content that will not be delivered using a secure HTTPS connection which could compromise the security of the entire webpage." The answer on this page should be “No”. The videos do not need to this kind of secure connection as they do not contain any personal or financial information. The pages that contain personal or financial information are the only pages that need this kind of secure connection. When you chose "Yes" on this page, it blocked the videos. It may also have said “This page contains both secure and nonsecure items. Do you want to display the nonsecure items? The answer here should be “Yes”. If you said, “No”, then it would block the videos as well. The message may have been a little different based on your version of IE, but the main thing is that you don't want to block nonsecure content as that content does not need that kind of secure connection.
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.
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.
If you are unable to resolve the problem you are experiencing with the above tips, please contact the CMI Online registrar at firstname.lastname@example.org. When contacting, please provide the following information:
- Your name and contact information (phone number and e-mail address).
- Detailed description of what the problem is, including what you were doing and where.
- If possible, copy and paste any error message that may appear.
- Indicate the browser (Firefox, Chrome, or Microsoft Edge) and the version you are using. If you are unsure, go to http://whatismybrowser.com and note the version of your browser and your operating system, such as “Chrome 58 on Windows 10”.
- Indicate the operating system (Windows Vista, 7, 8, 10 or Mac OS X).
CMI Online will try to resolve the issue as soon as possible. Note: The CMI Online registrar’s hours are typically 8:00-4:00 Mon – Thurs. You will be notified via email or phone of the resolution.