Are you having trouble logging into your courses? Call Phasient at 877-430-3821 and we can reset your password. Please make sure that you are using a PC (not a Mac) and operating in Internet Explorer 6, 7, or 8.

If you are unable to log in and are using Internet Explorer 7 or 8:

• In IE, click on the Tools menu and select Internet Options.
• On the Security tab, select Trusted Sites, then click the Sites button.
• 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)
• Enter http://training.phasient.com in the field, then click Add.

If the course opens but does not play:

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. Click on the following link: http://www.voiceage.com/acelp_eval_eula.php.
3. Scroll down to the bottom of the page and click the appropriate Accept and Download button for your system (Windows XP and Windows 7 users, click the button for "all other Windows users").
4. Click Run to install the file.

If the course viewer does not open:

1. Turn off all pup-up blockers. In IE, click on the Tools menu, select Pop-up Blocker, then select Turn off Pop-up Blocker.
2. 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 you are unable to see the Next button or the course window, or if text appears garbled:

Adust 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).

Adjust the magnification in the course viewer (IE7 and IE8)

1. Close the course viewer.
2. In IE, click on the View menu, select Zoom, then select 100%.OR Click on the Zoom menu in the status bar at the bottom of the window and select 100%. (If your menu bar and/or status bar is not visible, right-click in the area below the address bar and select it in the pop-up menu that appears.)
   
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.)

If you still have difficulty viewing the course

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.
   

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.

Check your Internet Explorer options.

1. In IE, 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

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:

1. 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):

1. 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 installations when prompted.

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.

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

1. Click the Refresh button in the Internet Explorer toolbar or press the F5 key on the keyboard.

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

1. 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.
2. Reinstall Internet Explorer.
3. Reinstall display drivers.

Troubleshooting the installation of CLaaS™ Reports and CLaaS Builder

If CLaaS Reports or CLaaS Builder 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 CLaaS Reports or CLaaS Builder again.

If CLaaS Reports 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 CLaaS Reports again to complete the installation process.