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Troubleshooting Phasient Courseware

The eLearning courses from Phasient run over the Internet, in your Internet Explorer browser. Like any page you access through your browser, a course or page of eLearning may occasionally not display as expected. Use this guide to troubleshoot these types of problems yourself, or call Phasient at 877-430-3821 for help.

If you are unable to log in:

  • Check with your Courseware administrator or call Phasient tech support
  • Make sure you are using Internet Explorer, not Firefox or another browser

If the course viewer does not open:

Turn off all popup blockers

If the first page of the course is blank or does not appear:

There may be a problem with Windows Media Player.

For Windows 98- XP

  1. Save the following file to your PC: acelp.zip.
  2. Unzip the file and save the contents of the file onto your PC.
  3. Right-click on the acelpacm.inf file and select Install to install the missing information.
  4. Return to the course.

For Windows Vista

  1. Navigate to http://www.voiceage.com/acelp_eval_eula.php
  2. Scroll to the bottom of the page and click "Accept and Download the version for Windows Vista"
  3. Click Run to install the file.

If the course still does not play, try the following:

  • Attempt the page or course on another computer.
    • If the problem does not occur on another computer, continue with this guide.
    • If the problem does occur on other computers, contact Phasient (877-725-4295)
  • Clear your browser cache.
    1. Open Internet Explorer to any web page
    2. Click on the Tools menu
    3. Select Internet Options
      4. choose Internet Options
    4. On the Internet Options dialog box, click the Delete Files button click Delete Files
    5. When the process is finished, click OK
    6. Attempt the page or course again
  • Check your Internet Explorer options
    1. Under the Advanced tab, the following must be selected:
      • Enable install on demand (other)
      • Use HTTP 1.1
      • Use HTTP 1.1 through proxy connections (IF your network uses a proxy server)
    2. Under the Security tab, set the following to Enable:
      • Download signed ActiveX controls (may set to Prompt or Enable)
      • Run ActiveX controls
      • Script ActiveX controls marked safe
      • Active scripting

    • Symptom: A checkbox or button does not respond to a click

    • Wait until the audio finishes playing before you click a checkbox or button.

    Symptom: Page does not load or 3D page does not play

    1. Are you logged in as an administrator on this computer?
      • If not, log in as an adiminstrator and attempt again. Some pages, including 3D pages, require a small ActiveX control that is installed automatically only if you are logged in as an administrator.
      • If so, proceed with this guide.
    2. Open Windows Media Player and play this file directly: http://www.phasient.com/test.wma
      • If the file plays, proceed with this guide.
      • If the file does not play, reinstall Windows Media Player.
      • If the file does not play after reinstalling Windows Media Player, ask your IT support person to install the ACELP codec manually.
    3. Has a Proxy Disable application been added to this computer?
      • If so, upgrade Windows Media Player to version 9.0.

    Symptom: Audio stutters or skips

    • In Windows Media player, lower the Network Buffering setting to 1 second.
      1. Open Windows Media Player.
      2. From the Tools menu, choose Options. choose Options
      3. In the Options dialog box, click the Performance tab.
      4. Under Network buffering, select Buffer __ seconds.
      5. In the edit box, type 1. type 1
      6. Click Apply.
      7. Click OK.

    Symptom: Audio record-and-playback activity does not work

    • Log in as an administrator on your computer (your organization may require IT staff to perform this step)
    • Set proxy server rules to turn off requirements for authentication for Phasient.
      Note: This step must be performed by your IT staff.

    Symptom: Garbled text appears in browser on course launch

    • Turn on HTTP 1.1 through proxy connections.
      1. Open Internet Explorer.
      2. From the Tools menu, choose Internet Options. choose Internet Options
      3. In the Internet Options dialog box, click the Advanced tab.
      4. Under HTTP 1.1 settings, select Use HTTP 1.1 through proxy connections. Use HTTP 1.1 through proxy connections
      5. Click Apply.
      6. Click OK.

    Symptom: Other, or none of the above fix the problem

    • Ask your IT support person to run an adware remover, such as AdAware. Adware and spyware on your computer may cause applications to perform in unpredictable ways.
    • Reinstall Internet Explorer.
    • Reinstall display drivers.

    Troubleshooting SimCast™ Track and SimBuilder™

    • If SimCast Track (for coaches and administrators) or SimBuilder doesn't launch
      1. In Internet Explorer go to Tools>Internet Options>Security tab. Click the Custom Level button.
      2. Set all Active X options to either 'Enable' or 'Prompt'.
    • If SimCast Track still doesn't launch, try the following
      1. Using your browser, navigate to http://www.adobe.com/svg/viewer/install/.
      2. Scroll down to the bottom of the screen and locate the download for your operating system.
      3. Run the download to install it on your computer
      4. Return to the course
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