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, call Phasient at 877-430-3821 or email support@phasient.com for help.

If you are unable to log in:

• Make sure that you are using Internet Explorer, not some other browser.
• Verify that you are using the correct username and password. Remember that passwords are case sensitive.
• Verify that your computer meets system requirements.
• Check with your Courseware Administrator or call Phasient tech support.

If you are using Internet Explorer version 7 or 8:

1. In IE, click on the Tools menu and select Internet Options.
2. On the Security tab, select Trusted Sites, then click the Sites button.
3. In the dialog box that appears, uncheck the Require server verification (https:) for all sites in this zone box
   (below the list of trusted sites).
4. Enter http://www.phasient.com in the field, then click Add.

If the course viewer does not open:

Turn off all pop-up blockers.

• In IE, click on the Tools menu, select Pop-up Blocker, then select Turn off Pop-up Blocker.
• If the course viewer still does not open after turning off the pop-up blocker in IE, check with your IT department to see if you have other pop-up blockers on your computer.

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

Windows Media Player may be unable to play the audio in the course.

1. Determine what version of Windows you are using by clicking the Start button in the taskbar, right-clicking on Computer or My Computer, selecting the Properties option and looking in the System section of the dialog box.
2. Navigate to http://www.voiceage.com/acelp_eval_eula.php.
3. Scroll to the bottom of the page and click the appropriate Accept and Download button for your operating system.
4. Click Run to install the file.

• If the file still does not play, download and reinstall the latest version of Windows Media Player. (You can visit www.microsoft.com or enter "Windows Media Player" in a search tool such as www.google.com to find the direct link to the download.)

If the course still does not play:

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 (877-430-3821).
  

Clear your browser cache (IE7 and IE8).

1. In IE, click on the Tools menu and select Internet Options.
2. In the Internet Options dialog box, click the Delete button.
3. In the Delete Browsing History box, check the Temporary Internet files box (it may already be checked), then click
   the Delete button.
4. When the process is finished, click OK.
   
5. Attempt the page or course again.
   

Clear your browser cache (IE6).

1. In IE, click on the Tools menu and select Internet Options.
2. In the Internet Options dialog box, click the Delete Files button, then click OK.
3. When the process is finished, click OK.
4. Attempt the page or course again.

Check your Internet Explorer options.

1. In Internet Explorer, click on the Tools menu and select Internet Options.
2. Under the Advanced tab, the following must be selected:
• Enable install on demand (other). This option appears only in IE6 on Windows 2000.
• Use HTTP 1.1
• Use HTTP 1.1 through proxy connections (IF your network uses a proxy server).
3. Under the Security tab, click the Custom Level button, and set the following to Enable:
   • Binary and script behaviors
   • Download signed ActiveX controls (may set to Prompt or Enable)
   • Run ActiveX controls and plug-ins
   • Script ActiveX controls marked safe for scripting
   • Active scripting

If text appears garbled on the page, you can't see the entire page and/or you can't see the Next button in the navigation bar:

You may need to either adjust the screen resolution of your computer, or the magnification in the course viewer. Text may also appear garbled if your organization uses a proxy server (check with your IT department to determine if you are using a proxy server).

To adjust your screen resolution:

1. Right-click on your desktop and select the Properties option.
2. In the Display Properties dialog box, click on the Settings tab.
3. Move the Screen Resolution slider to the right or up (to a higher resolution).

To adjust the magnification in the course viewer:

1. Close the course viewer.
2. In IE, click on the View menu, select Zoom, then select 100%.
3. Launch the course.
4. If you still can't see the entire page, click anywhere in the course viewer, then press the CTRL and - keys simultaneously on your keyboard. (Pressing CTRL and + will increase the magnification in the viewer.)

To turn on HTTP 1.1 through proxy connections:

1. In IE, click on the Tools menu, then select Internet Options.
2. In the Internet Options dialog box, click the Advanced tab.
3. Under HTTP 1.1 settings, select Use HTTP 1.1 through proxy connections.
4. Click Apply.
5. Click OK.

If a checkbox or button does not respond to a click:

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

If a page does not play (though other course pages do play):

A few types of pages (Virtual Role Play™ and 3D pages) require an ActiveX control that can be installed only if you are logged in as an administrator on your computer.

• Log in as an administrator on your computer (your organization may require IT staff to perform this step), attempt
  the page again and allow any ActiveX isntallations when prompted.

If you have completed the course, but the icon on the My eLearning page still shows the course
as incomplete:

You will need to refresh the browser window (click the Refresh button in the Internet Explorer toolbar or press the F5 key on the keyboard) for the course completion status to be reflected by the icon.

If you are experiencing a different problem, or if the other attempts to fix the problem are unsuccessful:

Try the following options:

• 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 the installation of SimCast™ and SimBuilder™

If SimCast or SimBuilder doesn't install:

1. In IE, click on the Tools menu, then select Internet Options.
2. In the Internet Options dialog box, click on the Security tab and click the Custom Level button.
3. Set all ActiveX options to either Enable or Prompt, except Download unsigned ActiveX controls and Initialize and script ActiveX controls not marked safe for scripting.
4. Restart IE, then try installing SimCast or SimBuilder again.

If SimCast still doesn't install:

1. Using your browser, navigate to http://www.adobe.com/svg/viewer/install/.
2. Scroll down to the table labeled Viewers and click the Win98-XP link (Vista and Windows 7 users also click this link).
3. Run the download to install it on your computer.
4. Launch SimCast again to complete the installation process.