FAQs - Table of Contents

What are the system requirements?
Where do I go for content or how do I to navigate campus?
I'm unable to get into my Live Class.
I am unable to connect to the lab.
How can my Microsoft lab time be extended?
How do I download and use an ePub file from my Campus?
What should I do if the Live Class video freezes?
The Live Class video is choppy, starting and stopping, not playing smoothly.
The Instant Replay video is choppy, starting and stopping, not playing smoothly.
The Lab fails to launch on the first attempt, but does launch on subsequent attempts.
The page numbers the instructor provides during class don't match up to what in the Student Guide.
What should I do if I need to reset or change my password?
How do I modify my profile information, username and/or email address?
The separate browser window doesn't launch when trying to take a Quick Learning/E-Learning course.
What should I do if nothing happens when attempting to download the student guide?
What are the recommended browsers for using Campus?
I can see the instructor but there is no audio.
I was supposed to have access to X content but I can't find it, where do I find it?
How do I clear my cache and cookies?
What should I do if I log into my Live Class and do not see any activity?
I don't control my internet access, my company does through a proxy server. How can I access class?

Overview Videos

How do I navigate the Campus?

How do I enroll in a live class?

 



What are the minimum system requirements for participating in a Live Class, Replay or Labs?


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Where do I go for content or how do I to navigate campus?


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What should I do if I'm unable to get into my Live Class?

Ensure you meet the recommended minimum system requirements http://static.stormwind.com/pdfs/req.html Test the following 3 things at http://arcps.adobeconnect.com/common/help/en/support/meeting_test.htm

This diagnostic test will ensure your computer and network connections are properly configured to provide you with the best possible Adobe Connect meeting experience. The diagnostic test checks for the following:
  1. Clear connection to Adobe Connect
  2. Bandwidth availability
  3. Latest Adobe Connect Add-in
If all tests pass successfully, you are ready to log in to your class. However, if you continue to experience problems, check the following simple items to help resolve class access issues. If you continue to experience problems, contact Customer Service.
In addition to contacting Customer Service, contact your IT Department or check your home network settings to determine if there are network settings that would affect watching the Live Class.

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What should I do if I am unable to connect to the lab?

If you are having trouble connecting to the Virtual Lab you may need to add the Lab Website to your Trusted Sites list. To Add this site to your Trusted Sites list, do the following:
  1. Double-click the security zone section at the bottom of your browser to open Security Zone settings dialog.
  2. Click the Trusted Sites icon, and then click Sites to open the Trusted Sites dialog.
  3. The website should be shown in the Add this website to the zone field. Click Add.
  4. Click Close and then click Ok.
  5. Click "Click Here to reload this page".
You may also need to check your network and system settings
  1. If you are connecting from a corporate, government, school, or workplace network, contact your network administrator and ensure that Port 443 is open to outbound connections.
  2. Disable personal firewall and/or anti-virus software on your system.
  3. Try using a different network, such as a network from home.
If none of the steps above worked please contact Customer Service for further assistance.

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How can my Microsoft lab time be extended?

Your Microsoft Virtual Lab time can be extended by up to one hour by taking the following steps after you launch the lab:
  1. Click the "Menu" button in the top right corner.
  2. Click the "Troubleshooting" button.
  3. Click the "And would like to extend the duration of your Virtual Lab by one hour" link at the bottom of the list.


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How do I download and use an ePub file from my Campus?

  1. Install the Adobe Digital Editions software from http://www.adobe.com/products/digital-editions.html.
  2. Download the ePub file from the course page in your Campus, click SAVE.
  3. Launch Adobe Digital Editions and under the Library drop-down, select Add item to Library.
  4. Browse to the location where you downloaded the ePub file and select it (typically in the Downloads folder).
  5. The Student Guide is now listed as a part of your library.

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What should I do if the Live Class video freezes?

  1. Ensure you are using one of the supported browsers and meet the recommended Campus System Settings?
  2. http://support.absorblms.com/entries/23279791-Supported-Browsers-Minimum-System-Requirements
  3. Reload the video. Does it freeze when the video is reloaded? If so does it freeze at the same time in the video?
  4. If it freezes again, Log out of Campus. Clear cache and cookies, and then relaunch the video. http://www.wikihow.com/Clear-Your-Browser's-Cache
  5. Close all other applications, especially ones that require a lot of memory or network connectivity
  6. Does it occur with other videos or just with a specific video?
  7. If it can be replicated with other videos, then it could be a network issue. Contact your IT Department or check your home network settings to determine if there are network settings that would affect watching the Instant Replay videos. If it cannot be replicated then,
    • Can you attempt to watch the video on another machine or on another network?
    • If the video still is unwatchable, contact Customer Service.

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What should I do if the Live Class video is choppy, starting and stopping, not playing smoothly?

  1. Ensure that minimum system requirements for Live Class are met. http://stormwind.com/system/req.html
  2. Close all other applications, especially ones that require a lot of memory or network connectivity
  3. Ensure you are using a wired connection.
  4. Clear cache and cookies. http://www.wikihow.com/Clear-Your-Browser's-Cache
  5. Close Adobe Connect Session and then rejoin the class.
Test the following 3 things at http://arcps.adobeconnect.com/common/help/en/support/meeting_test.htm
This diagnostic test will ensure your computer and network connections are properly configured to provide you with the best possible Adobe Connect meeting experience. The diagnostic test checks for the following:
  1. Clear connection to Adobe Connect
  2. Bandwidth availability
  3. Latest Adobe Connect Add-in
If all tests pass successfully, but you continue to experience problems,
  1. Attempt to view the Live Class on another computer.
  2. If you continue to experience problems, contact Customer Service.
  3. In addition to contacting Customer Service, contact your IT Department or check your home network settings to determine if there are network settings that would affect watching the Live Class.

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What should I do if the Instant Replay video is choppy, starting and stopping, not playing smoothly?

  1. Ensure a supported browser is being used http://support.absorblms.com/entries/23279791-Supported-Browsers-Minimum-System-Requirements and that adequate internet bandwidth is available.
  2. Close and restart video.
  3. Clear cache and cookies.
  4. Close and restart browser.
  5. Restart video.
  6. Test playback on another Instant Replay video.
  7. Attempt video playback on another computer.
  8. Contact Customer Service if problem persists.
  9. Contact your IT Department or check your home network settings to determine if there are network settings that would affect watching the Instant Replay videos.

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What should I do if the Lab fails to launch on the first attempt, but does launch on subsequent attempts.?

Upon launching the lab, Microsoft checks your browser to ensure your system is capable of running the lab. That means it is capable, but not necessarily ready to run the lab (the remote desktop active-X control is an example).

If your system does not meet the requirements, Microsoft typically tells you what you need to do, however, exceptions do exist.
  1. Close your browser session and try to reconnect.
  2. Ensure you have permissions to modify add-ins on your browser, allowing the control to be installed.
  3. If you experience additional issues click the link to the troubleshooting document put out by Microsoft labs:http://technet.microsoft.com/en-US/virtuallabs/bb509309

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What should I do if the page numbers the instructor provides during class don't match up to what in the Student Guide?

The differences between the various epub readers makes it a bit of a challenge for everyone to be on the same page at all times. The page numbers that are referenced in the classes reflect the page numbers that are embedded in the text of the book. This can be different than the page number that shows in your epub reader. The readers also give you the ability to change the size, and sometimes font, of the text. This will sometimes lengthen or shorten pages and cause discrepancies between pages and content. Also, different epub readers, like Adobe Digital Editions or Calibre, will render the pages differently leading to differences in the page number display.

The page numbers we use in class are in reference to the page numbers embedded in the body of the book. These don't change. It can be difficult and frustrating to try to figure out what the page number is when you aren't familiar with the format. If at any time you get lost, feel free to chat into the Q&A area and the instructors and mentors will be more than happy to tell you what page the instructor is currently teaching. We appreciate your patience and apologize for any frustration.

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What should I do if I need to reset or change my password?

  1. Click the Toggle Main menu button located in the upper right hand corner of the screen
  2. Within the submenu, click Profile.
  3. A pop up window appears. Click the drop down arrow next to Change Password to expand the section and make the changes.
  4. Click Update to save changes.
  5. Click Close to close the pop up window.

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What should I do if I need to modify my profile information, username and/or email address?

  1. Click the Toggle Main menu button located in the upper right hand corner of the screen
  2. Within the submenu, click Profile.
  3. A pop up window appears. Click the drop down arrow next to Edit Your Information to expand the section and make the changes.
  4. Click Update to save changes.
  5. Click Close to close the pop up window.

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What should I do if the separate browser window doesn't launch when trying to take a Quick Learning/E-Learning course?

Because this content launches in a pop-up window, pop-up blocking software must be disabled.
Ensure you are meeting the minimum system requirements for using the content:
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What should I do if nothing happens when attempting to download the student guide?

  1. Ensure you are using a recommended browser. http://support.absorblms.com/entries/23279791-Supported-Browsers-Minimum-System-Requirements.
  2. Ensure pop-up blocking software is disabled.
  3. If the problem persists, contact Customer Service.

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What are the recommended browsers for using Campus?


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What should I do if I can see the instructor but I can't hear him/her, there is no audio?

  1. Verify that your computer speakers are plugged in, turned on and your computer's volume is at an audible level.
  2. Ensure you have the Adobe Connect Plug-In installed.
  3. Ensure you are on a wired internet connection.
  4. Close and restart Adobe Connect. Rejoin your class.
  5. Test audio connection with known content, such as a video etc.
  6. If problem persists, contact Customer Service.

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What should I do I was supposed to have access to X content but I can't find it, it's not there?

  1. Click the Toggle Main menu button located in the upper right hand corner of the screen.
  2. A submenu displays. Enter the course name or search term within the search field.
  3. If the content does not display within the search results, contact Customer Service.
The default Flash Plug-in settings, since Google Chrome browser version 21 (Windows) and version 23 (Mac OS), prevent the Adobe Connect Add-In from launching. Chrome browser previously shipped with only the NPAPI Flash plug-in, which is compatible with the Add-in. However, Chrome version 21 (Windows) and Chrome 23 (Mac OS) has a new PPAPI (Pepper) Flash plug-in, which is the default. The PPAPI Flash plug-in is not compatible with the Add-in. On Windows, Chrome stopped including the NPAPI Flash plug-in since version 22.

While Adobe works on a solution, use the workaround below or use a different supported browser for your Classes.

Click this link for recommended solutions: http://helpx.adobe.com/adobe-connect/kb/google-chrome-browser-incompatibility.html

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What should I do if I need to clear my cache and cookies?


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What should I do if I log into my Live Class and do not see any activity?

  1. Ensure you are attempting to join the correct class, on the correct date at the correct time.
  2. Log out of the Adobe Connect session, clear cache and cookies and attempt to re-enter the class.
  3. Instructors generally allow students into class 15 minutes before its scheduled start time. Unless communicated otherwise, you will not see activity if you attempt to access class earlier than this.
  4. If you have gone through these steps and feel there should be a class starting, contact Customer Service.

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I don't control my internet access, my company does through a proxy server. How can I access class?

Being behind a proxy server may affect your ability to access Adobe Connect. Try the following:
  1. Within Internet Explorer select Tools > Internet Options > Advanced tab.
  2. Enable the setting Use HTTP 1.1 through proxy connections and click OK.
  3. Close all browser windows and re-open before trying to connect to meeting again.
  4. If you are unable to connect, contact Customer Service and your IT department.

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