I would like to cancel my subscription. How would I go about doing this?
You must be logged in to be able to cancel. After you log in with your username and password, click on the "MyAcct" (My Account) button located on the menu.
Then click on the link, "Click Here to Cancel Your Subscription."
The "Click Here to Cancel Your Subscription" option is also found on the bottom bar of every page in the "My Acct" area for your convenience.
I need to Update My Credit Card information
You will need to log in to the system. Once logged in click on "My Acct" and click on the tab "Update My Information" and you will see a link near credit card information. Click on "Click here to Update Credit Card" You will be taken to secure page where you can update your card and expiration date.
I can’t remember my username and password.
Click on "Forgot Password" found at the bottom menu. If you have forgotten your username, you can fill out a "Feedback form" located on the bottom menu and provide your username, first and lastname and your email and support will email you username and password.
I click on the movie link, but no video plays in the pop up window.
Make sure you have the latest version of Windows Media 9 Player installed. It's free to download from the Microsoft Website. Also check the System Requirements page to make sure you have your computer set up properly.
I click on a movie link but nothing happens, no pop up window appears.
Be sure you have a JavaScript enabled browser. Take a look at our system requirements page for more detailed information.
I try to log in and view learning content but I can only see the demo movies.
Your browser must support the use of session cookies. We do not use cookies for any type of online tracking beyond our site, we session cookies and the cookie is removed as soon as you leave the site.
I have a 56k connection or the movies are very slow to load up.
If you are connecting to the internet using a slower connection you may be able to still view our movies, there are no guarantees, they will just take longer to download. Tip: If you wait until the entire movie downloads,which is visible when the play bar at the bottom of the movie turns dark, you can watch it without hiccups or interruptions.
I would like to change some of my contact information. How would I go about doing that?
You must be logged in. After you log in with your username and password, click on the "MyAcct" link located on the menu and select Update My Information from the submenu.
I think someone may be using my password, how do I change it?
You must be logged in. After you log in with your username and password, click on the "MyAcct" link located on the menu and select Update My Information from the submenu.
I left my computer for a while and when I came back and clicked a link some strange error occured. What gives?
The online training movie library contains security features which protect your membership. The page will automatically expire if it is left open without use. You must return to the login page and re-enter your username and password if your "session" expires.
I recieved an email that states "multiple users may be accessing my account". What should I do to solve this situation?
This site monitors your logins and usage. If it appears that the system is possibly being abused, you will be alerted of such activity. You should consider changing your password to stop further activity. If continued abuses are logged you may be in violation of our Terms and Conditions, and your account may be reviewed for possible cancellation.
How do I reactivate my account?
Log in using your username and password. Select the "Re-activate" link.
I am having problems accessing the courses and I am running NORTON FIREWALL.
If you are running NORTON FIREWALL / PRIVACY CONTROL activated please do the following:
1 - Double-click on the SSL-Secured icon(padlock) located in the lower right hand corner of the On-Line Training Movie Library screen. By so doing the CERTIFICATE INFORMATION screen will appear. Double-Click on the INSTALL CERTIFICATE icon, after the CERTIFICATE IMPORT WIZZARD appears install the certificate by selecting the "Automatically select--" button and continue through the Install Wizard by clicking next etc.,
2 - After installing the certificate open the NORTON FIREWALL and deactivate the "PRIVACY CONTROL" such that the status reads "Off".
3 - Restart your computer, and try to access the On-Line Training Movie Library. This should allow you full access.
Why does my streaming movie keep pausing?
Because we use progressive streaming and variable bit rate movies, sometimes QuickTime gets confused, and starts playing a movie before it has cached enough content to play through without stopping. If you pause the movie, and wait for more (or all) of it to download before you resume playing, it will play without pausing continually. You can tell how much of the movie clip has downloaded by looking at the QuickTime controller bar. You will see the bar fill up with a dark grey line, from left to right, as the movie downloads. Once the grey portion reached the right side of the controller bar, the movie is completely downloaded into your hard disk cache.
We use progressive streaming because of the following benefits:
-Guaranteed Quality (no matter how fast or slow your internet connection is, the picture quality is always the same)
-Improved Scrubbing (once a movie is downloaded fully, you can fast-forward or rewind to any part of the movie near instantly without resending the stream)
-Variable Bit Rate (Our movies use variable bit rate codecs, which allow use to offer higher picture quality than Constant bit rate movies of similar size. With Progressive streaming, we can offer you the enhanced quality that VBR provides.)
I'm still having problems, who can I contact to help?
Fill out a support request form. Please write a detailed description of your system profile (i.e. what operating system you are running), what apps are running automatically at log-in, what type of computer, and what speed connection you have (if online)) and the exact details of the problem you are encountering. You will receive a response as soon as possible.
Make sure you have virus protection and spyware detection and protection. We can only assist you with problems concering our system and cannot assist you with problems you have with your computer. You should know that 99% of all problems are related to your computer of those 99% a majority of those problems are realted to virus' and spyware, so keep you PC clean and protected.
Problem: I cannot log in.
Possible Solutions:
If you are having trouble logging on to the system, here are the system requirements that solve most problems:
BROWSER
The application works best with Internet Explorer 6.0 and above. You must have your security settings set to at least medium. Higher security settings may cause problems logging in or submitting sections of the application. We use cookies, javascript, and Cascading Style Sheets so they must also be enabled.
COOKIES
You must have your cookies turned on. We use session cookies to manage your sessions with security so you need to have your COOKIES turned on. Instructions on how to turn on cookies in IE 6.x and above, see below:
Enabling Cookies in Microsoft Internet Explorer 6.x
• Select "Internet Options" from the Tools menu.
• Click on the "Security" tab.
• Click "Custom Level" button.
• Scroll down to the "Cookies" section.
• To enable:
o Set "Allow cookies that are stored on your computer" to "Enable".
o Set "Allow per-session cookies" to "Enable".
• Click "OK".
JAVASCRIPT
Enabling Javascript in IE 6.x and above:
Use the browser menu to navigate to this option:
Tools -> Options -> Security -> Custom -> Active Scripting -> Enable
FIREWALL
If you are using a personal firewall or you are using a corporate computer and are having problems logging in, then your security settings may be set too high. You may just want to emporarily disable your firewall until you have completed the application.
