Help and Troubleshooting

Contents

- Helpful Hints
- Bookmarks
- Navigation Controls
- Playback Controls
- System Requirements
- Windows Media Player
- Troubleshooting

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Helpful Hints
Opening the original PowerPoint: The original slide set may be included as an attachment in the Table of Contents in PDF or PPT format. Click "Open" when prompted to view it right away, or "Save" to download it and view it later.

Clicking a URL: Open the original slide set, then navigate to the slide with the URL. NOTE: The slide numbers may not be an exact match. To locate the correct slide, use the Browse | By Title feature of PowerPoint, or when viewing a PDF, use the Bookmarks feature of Adobe Reader.

Printing a slide set: Open the original slide set and click File | Print.

Viewing slide notes: Slide notes may be available in a resizable panel below each slide. If not, they may be available in the original slide set. In PowerPoint, click Edit | Edit Slides. Then click View | Notes Page.

Saving your place: Bookmarks provide an easy way to mark locations within the course so you can return to them later. To bookmark your current location click "Create bookmark" in the Bookmarks panel. Additionally, the course automatically saves your place when you click the Exit button.

Finding your place: When returning to a course log in using the same user id to restore previous checkmarks, bookmarks, and auto-resume data. Click "Resume from last location" on the Log in page to return to the last slide viewed. The slide checkmarks in the Table of Contents indicate which slides have already been viewed. Click Bookmarks on the top menu bar to see any bookmarks you may have saved during your previous session.

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Bookmarks

The Bookmarks panel allows you to make a list of specific locations within a course that can be returned to easily. These could be areas of particular interest, or areas for which you have questions or require further study. Clicking a bookmark name takes you directly to that location within the course.

To add a bookmark, first open the Bookmarks panel by clicking Bookmarks on the top menu bar.

Click "» Create bookmark" to add a bookmark at your current location. You can always delete your bookmarks by clicking the delete link (see illustration).

Bookmarks are stored in a cookie so they can be reloaded days or weeks later. (Be sure to use the same user id when returning to the course.)

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Navigation Controls

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Playback Controls

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Minimum System Requirements:

- Microsoft Internet Explorer 6
- 1024 × 768 screen area (resolution)
- high color or medium
- 300MHz processor and 256MB of RAM
- 56kbps Internet connection (if viewing online)
- Windows versions supported: 2000/XP/2003/XP64

Changing screen size and color settings:

Click Start | Control Panel | Display

Click the Settings tab.

1) Use the slider to increase your screen size to 1024x768.
2) Use the drop down menu to set your desktop color depth to 16 bit or higher (Medium or High/True Color)

Click Apply to test the new settings.

Some older monitors and display adapters may not support these settings. Windows should automatically return to the previous settings if these do not work.

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Windows Media Player:

This chart shows which player versions are recommended for each version of Windows.

RECOMMENDED
OPERATING SYSTEM PLAYER VERSION
-------------------------------------
WINDOWS NT 4.0 6.4
WINDOWS 98 7.1
WINDOWS 98SE/Me/2000/2003 9
WINDOWS XP/XP64 10 or higher

The player can be downloaded from the following url:

http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology=

If necessary, codec packages can be installed from the following urls:

Windows Media Codec Installation Packages
ACELP.net Audio Codec

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Troubleshooting

PROBLEM: Media does not play due to missing codec (example: "The audio codec identified by the format tag 130 is required...")
POSSIBLE SOLUTION: If possible, follow instructions given by Web Help to download and install the missing codec. Otherwise please view the system requirements section (above) and use the links provided to install the codec packages. The "tag 130" error indicates that the ACELP.net codec needs to be installed (included in system requirements section)

PROBLEM: Audio/Video is out of sync
POSSIBLE SOLUTION: Update Windows Media Player to latest version. Many video display problems can be solved by using the latest player available for your operating system. Use this chart to determine the recommended player version. Also consider installing the latest driver available for your video adapter (see next solution).

PROBLEM: Video is garbled or text in video is grainy/illegible (example:)
POSSIBLE SOLUTION: Update video adapter drivers to latest version. Many video display problems can be solved by using the latest drivers available.

1) Determine your Adapter Type (Start | Settings | Control Panel | Display | Settings | Advanced | Adapter)
2) Go to the manufacturers web site and get the latest drivers, usually by clicking Support, then Download / Drivers.
3) Follow instructions from the manufacturer to install the new driver package.

Here are some common video adapter web sites: ATI, INTEL, MATROX, NVIDIA

PROBLEM: Can't see Playback Controls (Play/Pause, Seek Bar, Volume).
POSSIBLE SOLUTION: Maximize the training interface by double clicking the window title bar. Also make sure display size is set to the minimum required resolution. [instructions]

PROBLEM: Check boxes are not preserved after closing the training and returning later.
POSSIBLE SOLUTION: Internet Explorer must be able to accept cookies for the check marks to be saved. To adjust your cookie preferences, go to Control Panel | Internet Options | and select the Privacy tab.

PROBLEM: Training is "stuck". Cannot change slides.
POSSIBLE SOLUTIONS: Note the status message in bottom right corner of the training interface. If it says "loading" or "buffering", a connection is being established with the media server. If it says "Ready", then it has given up trying to connect to the media server. Try these steps:

1) Exit / Re-Launch Training (or hit the Logout / Reconnect button on the menu bar)

Note the status message again. If the media still doesn't start / reposition correctly:

2) Use play button or drag the seek bar to re-attempt connection to server.

If connection problems persist, please contact your network administrator and make sure that your workstation is able to receive Windows Media streams. To see if your system can receive streaming videos, there are demos available on the Microsoft page:
http://www.microsoft.com/windows/windowsmedia/mp10/troubleshooting.aspx

PROBLEM: Audo / Video is sluggish - takes several seconds to start playing after using the seek bar or clicking a slide title.
POSSIBLE SOLUTION: Install Windows Media Player 9 or higher. If the server is using Windows Media 9 series technology, playback starts almost immediately after repositioning the media. The download is available free from Microsoft (see Windows Media Player section)

PROBLEM: Can't load the presentation index.
POSSIBLE SOLUTION: Re-install browser software. If you have any trouble loading the presentation index, be sure that you have installed Internet Explorer 5.5 or higher.

PROBLEM: Glitches in the display / Slow redraw speed
POSSIBLE SOLUTION: Install latest browser update. The recommended browser is Internet Explorer 5.5 or higher. If you are using an earlier version of Internet Explorer, and are experiencing glitches in the presentation interface, or slow display updates, updating to the latest version of Internet Explorer may alleviate these problems.

PROBLEM: AUDIO or VIDEO doesn't start playing.
POSSIBLE SOLUTIONS:

- If viewing online, network problems can inhibit playback. Try streaming video from other sources to make sure your system can properly stream Windows Media files.
- Missing codecs can also prevent playback. Here are links to relevant codec installers:
  Windows Media Codec Packages
  ACELP.net Audio Codec
- Install / re-install the media player. If you have installed the player previously, try installing it again. A fresh installation of the player often solves playback problems.

PROBLEM: Player crashes when loading videos.
POSSIBLE SOLUTION: Change color depth of display. If the player crashes while starting, try changing your display properties to a different color depth:

1. Open 'Control Panel'
2. Open 'Display Properties'
3. Click the 'Settings' tab.
4. Change from True color (24 or 32 bit) to High Color (16 bit) or from High color to True color, depending on your current setting.
5. Click Apply and try running the video again.

PROBLEM: Audio disappears while using the seek bar.
POSSIBLE SOLUTION: Make sure the mute button is not turned on. (See Playback Controls) Otherwise, hit Logout or Reconnect (save a profile if prompted) and then log back in. The presentation should resume with the audio upon reconnecting.

PROBLEM: Can't view the included PDF documents.
POSSIBLE SOLUTION: Adobe Reader (formerly Adobe Acrobat Reader) is required to view the included PDF documents. If it is already installed and you are still having trouble opening these documents, you can try installing the latest version of the Reader. It is free for download from www.adobe.com. (click Get Adobe Reader)

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