Online Training FAQs

The Student window or administrator window is so small I have a hard time reading it.
Lower the resolution setting in Display properties, Settings tab.

Nothing happens when I click the ‘Continue’ Button.
Disable all pop-up blockers. Commonly found are Windows Pop-Blocker, Google Toolbar, Yahoo Toolbar, Norton Internet Security, McAfee Security Suite. Users who connect with NetZero may have issues with the Internet Service Provider’s software. Users can try to hold the ‘CTRL’ Key while clicking the ‘Continue’ button to bypass some pop-up blockers.

A large black square appears on the first page of a lesson and nothing else happens, I can click the forward button to go to page 2.
Check the Advanced tab in Internet Options and make sure all boxes under the Multimedia section are checked except for ‘Show image download placeholders’ which is optional. Download and install the latest version of Flash Player from www.adobe.com.

I can’t hear any audio on most pages in a lesson, but page 1 works fine.
Check the Advanced tab in Internet Options and make sure all boxes under the Multimedia section are checked except for ‘Show image download placeholders’ which is optional. Visithttp://www.microsoft.com/windows/windowsmedia/download to download the latest version for your computer. If you have Windows 2000 with Media Player 9, you may to install a codec available athttp://www.free-codecs.com/Acelp_net_Codec_download.htm.

I completed a course and couldn’t or forgot to print my certificate. When I log in the course says ‘Complete’ and I can’t get back in it.
Contact your training administrator who can print the certificate for you.

I completed a course or lesson, but the system didn’t give me credit for the completion. I can still load the course or lesson.
Your Internet Cache may need to be cleared. Follow the steps in this document

I chose answers that I feel are correct but the system says I answered the question incorrectly. Of, lesson pages don’t appear to do what they should.
Your Internet Cache may need to be cleared. Follow the steps in this document 

There are missing items or items on a page don’t work.
Ensure you are using Internet Explorer to use the training system. Other browsers such as Mozilla, Firefox, and Netscape have known issues. Check the Security and Privacy tabs of Internet Options and set them to default level.

Pages take a long time to load.
Make sure your Internet connection is DSL or better and do not use a VPN. Our system can work on dial-up, but speed issues are very likely to occur. Close all other programs. Your Internet Cache may need to be cleared. Follow the steps in this document. Your network configuration may be restricting communication to our server and we may need to speak with your IT Department.

Students say they completed a course but the system tells them the course is Not Started.
The course that was originally completed may have been archived which resets the course from a student perspective. Run a report that includes archived data.

A student or group of students are missing one or more courses they should have when they log in.
Assign the required courses in Company Options.

I can’t find course data for my students in Course Detail Report
The Course Detail Report normally shows course data for only those courses which are currently assigned. Ensure the course/courses you are looking for is/are assigned. In addition, the course information may be archived. Check the Include Archived Data option to see this data.

I can’t find a certificate in the system for my student
Certificates will be displayed in Certificate Printing whether the course is assigned or not. However, if the course has been archived, use the Course Detail Report and check the Include Archived Data and the Certificate Links options.

There seems to be a group of students missing, they can’t log in either
Part of the company structure in Company Options was deleted before the students were moved out of this structure. Contact Summit Technical Support for assistance.

I mistakenly archived some student data.
Contact Summit Technical Support for assistance.