Online Course Troubleshooting Guide
If you experience technical problems, check this list for step-by-step instructions. Still need help? Technical support is available by phone 8:30 A.M. to 5:15 P.M. Monday-Friday and Saturday 8 A.M to 4 P.M. Toll-Free 800-432-0320. You may also email tech support at support@bertrodgers.com.
| Pop-up Blockers | Print Certificate | Page Display Error | Infinite Loading Student Settings | Infinite Login Loop | Initializing LMS Loop | API Adaptor Error |
How to Disable Pop-up Blockers
The first area to check for a pop-up blocker is in the toolbars. Toolbars are the bars at the top of the screen that contain all the buttons and icons that control Internet Explorer. Even though there is a pop-up blocker currently in your toolbars it may not be the only active pop-up blocker installed.
To check for other active pop-up blockers click along the top of the screen where it says "View." From "View" go to "Toolbars" and check the menu that pops up to the right.
The default toolbars that come with Internet Explorer are "Standard Buttons", "Address Bar", and "Links". Anything else is possibly a pop-up blocker. Anything with a check mark next to it is an active toolbar that will show at the top of your screen.
Popular pop-up blockers are as follows:
To disable, click on button.Yahoo - Is displayed as a button
in the middle of the bar after "Search Web..."
To disable click on the icon and uncheck "Enable Pop-up Blocker."
MSN - Is displayed as a button
in the middle of the bar...
To disable, click on the icon.
AOL - Is displayed as a button
in the middle of the bar...
To disable click on the button.
To disable click the button and select "Disable PopSwatter."
To disable click the button and turn off
"AdZapper."Go to the screen that lists the completed modules and/or
assessments
Click on the top course title listed with the red book icon next to it
The course title will not highlight but if you scroll down to the bottom of the page you can click on the activated certificate button.
Page Cannot Be Displayed Error
If you are receiving a "Page not displayed" error
after clicking on "My Courses", you will need to delete the cookies from "Internet
Options."
In Internet Explorer click along the top on "Tools."
Select Internet Options from the drop down menu.
From Internet Options click on the "Delete Cookies" button.
Click on OK and log back into the course.
Infinite "Loading Student Settings"
You may have an Internet Security program or a Firewall, or
if you are on a work or public computer they may have a security program on the
installed network.
If you are on your home computer you can either program the firewall to allow the website access or you can disable it.
You may have an Internet Security program or a Firewall, or
if you are on a work or public computer they may have a security program on the
installed network.
If you are on your home computer you can either program the firewall to allow the website access or you can disable it.
There are multiple solutions to this problem:
You may need to update to the latest version of Internet Explorer.
To check your version of Internet Explorer click along the top on "Help."
Select "About Internet Explorer."
The version number should read 6.0
- To install the latest version of Internet Explorer you may follow this link here:
- After installing reboot the computer and log back in.
Make sure you download the needed files from the "Login" page.
When you are on the "Login as Student" page, check to see if there are any files
downloading or if a security warning comes up asking you to download files from Intelladon and Microsoft. You must click "Yes" on these downloads in order for the course to work.
If the files are not downloading you may have a security program that is preventing them from downloading.
If you are running Windows XP with the new Service Pack 2 you may see a bar at the top of our screen saying that an Active X file was prevented from being downloaded. To download the file click on the bar and download the Active X component.
You may be using a version of AOL or MSN Explorer. Please make sure you are using Internet Explorer 6.0. If you connect to the internet with either AOL or MSN please minimize AOL or MSN and open Internet Explorer. If you continue to experience the problem reboot your computer to clear the memory and try logging back in.