Q1 How do I
start the course?
You will need to logon with a username and password.
If you have not received these then please contact customer
support. Please note that usernames and passwords are
case-sensitive. After successfully entering your username
and password, you will then be presented with a list
of courses. To launch the course, either select the
‘Go’ option next to the required course
or click on the course name.
Q2: I have correctly entered my logon details
and am returned back to the logon page.
This may occur due to one of the following reasons:
a) Your username and password are incorrect.
If this occurs an error message will appear on the screen
which will advise you that either your username and/or
password are incorrect. (Please note that the username
and password are case-sensitive). You can either contact
customer support on
+44 (0)20 7554 2244 and we will reset
your password or you can use the ‘Forgotten password?’
option.
b) The logon page is being cached due to your proxy-server
set-up.
You need to contact your system administrator and inform
them that they need to disable caching for http://webtracker.widelearning.com
c) Your company’s firewall is prohibiting you
from receiving information from
Wide Learning.
The only way to overcome this problem is by contacting
your system administrator, as this is an internal issue
to do with your network. The administrator will need
to open up their firewall to allow access to Wide Learning.
Q3: My Internet Service Provider is AOL; why
can I not logon to your courses through the AOL homepage?
AOL use their own modified web browser which we do
not support. To get around this problem, you can connect
to AOL as usual, minimize their homepage and then use
Internet Explorer to go to http://webtracker.widelearning.com
and view the courses.
Q4: I use Netscape as my Internet browser;
can I use this to run your courses?
Our courses will only run on Versions 4.78 or 4.79
of Netscape Navigator. If you have any other versions
apart from these, then you will not be able to run our
courses and therefore will have to use Internet Explorer.
(To check what version you have launch Netscape click
on the Help menu and select ‘About Netscape/Communicator’)
Q5: Why can’t I view any animations in
my course?
You may not have Macromedia Flash Player installed.
To install Macromedia Flash Player go to http://www.macromedia.com.
Select ‘downloads’ and choose ‘Macromedia
Flash Player’. Follow the on-screen instructions.
To install software on your computer at work it is possible
that you may need to have admin rights. Our courses
are designed to use either Flash 5 or 6.
Q6: Why do I receive a ‘You are not authorized
to view this page’ error when starting the module?
This indicates that you have an older version of the
Macromedia Flash Player. To install a more recent version,
please go to the following website, select Downloads
and then Macromedia Flash Player. http://www.macromedia.com.
Q7: When launching a module, why do I receive
a ‘AICC_TRACKING_FAILURE’ Error?
This would suggest that you have a ‘Java Plug-In’
installed, which conflicts with the standard Java Plug-In
used with Microsoft. To disable this you will need to
go to your Control Panel and look for ‘Java Plug-In
1.x.x’. Open this by double-clicking in the Control
Panel and select the ‘Browser’ tab and un-select
the ‘Internet Explorer’ option. Apply the
changes and try running the course again. (The error
message you receive, would show as one of the following:
‘Connection to Module Tracking System with command
init has failed with error –1 Applet state =init
returned –1 –AICC error test = AICC_TRACKING_FAILURE:no
error text or number found:aiccContext = null:parameterlist
= null’ or 'Problem setting resources, URL:http://www.widelearning.com/modules/web_xxx_xxx_xxxx/xxxx/../conf/eric/eric.txt')
Q8: Why do I get stuck on a blue loading page
after I select ‘Go’ on a module?
This could happen for 3 reasons:
a) Your company firewall may be blocking Java Applets.
The only way to resolve this is to contact your system
administrator and get them to open the firewall.
b) Your version of Java Virtual Machine may be too
old or may not be installed. To check for the version
of Java Virtual Machine installed on your computer,
search for the following file:’msjava.dll’.
Once found right-click it to view ‘properties’
and select the ‘version’ tab. If you have
a version prior to 5.00.3802, please contact us to obtain
an update file.
c) The ‘Scripting of Java Applets’ option
in your Browser Security Settings is ‘Disabled’.
To enable this option select ‘Tools/Internet Options’,
click on the ‘Security’ tab and then the
‘Custom Level’ button. Scroll down to the
‘Scripting’ section and enable the option’Scripting
of Java Applets’.
Q9: When I click on Test, a blue screen appears
with no options to start, why is this happening?
This occurs for one of the following reasons:
a) Your current screen resolution is not compatible
with that required for viewing Wide Learning courses.
In order to view our courses fully you should make sure
that your screen resolution is set to 800x600 or higher.
To change the resolution open your control panel, double-click
on ‘display’, select the ‘settings’
tab and change the required setting.
b) Your browser text size may not be set correctly.
Ideally, it should be set to medium. To check the text
size, click on the ‘View’ menu in your Internet
browser and select ‘text size’ and make
sure ‘medium’ is selected.
Q10: I am having problems with the Internet,
access is slow, pages keep crashing. Why does this happen?
Unfortunately, many factors cause problems with your
access to the internet and many are not under our control.
Factors could range from the speed of your internet
access, the number of users accessing the internet using
your Internet Service Provider/Network, your PC setup,
i.e. operating system, RAM etc. Some Internet Service
Providers also have systems in place where if you have
been using their service for a significant amount of
time, they will automatically disconnect you. The main
things to make sure of are that you meet our minimum
technical specifications and that you try and avoid
busy times on the internet, i.e. between 11:30am and
2:30pm(GMT). If you think that there are just specific
problems with our site, then please contact Customer
Support.
Q11: I was taking my post-test, when I received
an error (page cannot be displayed, froze etc). Will
I have to re-start the Test again from Question 1?
You will not have to start the Test from Question
1 since our system records all of your answers and will
provide you with an option to go back to the last question
you were on. To do this you will need to logon and go
back to the Test. When you click on Next, an ‘Unanswered
Questions’ button will appear. If you click on
this, you will be taken back to the last question.
Q12: I have an Apple Mac pc: Why am I unable
to access your courses?
Unfortunately, our courses will not run on Apple Mac
pc's as we do not support them. Our courses will only
run on Windows Operating Systems which adhere to the
Minimum Specification which is:
- Processor type and speed: 233MHz Pentium
- RAM: 64MB
- Screen resolution: 800*600, 16 bit colour
- Operating System: Windows XP/2000/NT4/98/95/ME
- Browser: Internet Explorer 4.72(SP1) and higher
- 56K Internet connection (200K or greater Internet
connection recommended)
- F lash 5 or 6
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