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troubleshooting e-learning issues One or more of the following items will usually be the cause of the problem with the e-Learning service. 1. The course player MUST be installed under a Local Administrator user in Windows. 2. Pop-ups must be allowed for the following domain: http://ekp.intellego-systems.com. NOTE: The login page resides at the Fox IT website, but the course content is hosted by a service provider. Some Pop-up blockers can be disabled by holding down the CTRL key from clicking the Launch button until the first page is displayed. 3. Some browser settings may prevent the ActiveX control for the player from running. The two settings that are needed for the ActiveX Control to run are: > Run ActiveX Controls and Plugins: Enable > Script ActiveX controls marked as safe for scripting: Enable NOTE: These need to be set in the "Internet" Web Content Zone. You will find these under Tools | Internet Options... | Security and then click Custom Level. Your corporate security policy may prevent you viewing/changing these settings. 4. You must have a Java Runtime Environment installed. You can check this by going to http://www.java.com and clicking "Do I have Java?" If not, you can download the JRE (free) from http://www.java.com/en/download/manual.jsp. 5. You can try installing the latest version of the Adobe Flash player, available from: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash. It is recommended you UNCHECK the Yahoo Toolbar checkbox because this also installs a pop-up blocker. 6. You can try uninstalling the course player and reinstalling it. Go to Start | Settings | Control Panel | Add/Remove Programs and look for RapidPlayer ActiveX Control. 7. Issues after using Windows Update. Some users have experienced a problem after installing a Windows Update—it seemed to disable the course player on a PC that was previously working. This was corrected by un-installing the player (Start | Settings | Control Panel | Add/Remove Programs and select the RapidPlayer ActiveX Control) and then re-installing it. 8. Display Issues. Problems with text not displaying correctly (for example, overflowing the screen) may be due to non-standard Windows font size setting. Please check this by going to: Start | Control Panel | Display | Settings and select the Advanced button. On the General tab there is a section called Display with a drop down list for font DPI size. This needs to be set to "Normal size (96 DPI)". The course is optimized for viewing at a screen resolution of 1024 x 768 pixels, but should work at lower resolutions (with scroll bars) or higher resolutions (with plain background padding the extra space). 9. Firewall Issues. On rare occasions, users have encountered problems with their firewall (or proxy server) blocking the Java or course content. If this might apply to you, please consult your network administrator, or try using a PC in a different environment (for example a home PC). |
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