Frequently Asked Questions (FAQ)

1. Why can’t I access the website?

-The web address (URL) you typed is incorrect
-Your Internet access is dial-up, or your Internet Service Provider (ISP) is down

2. I could log in yesterday, but not today. Why?

-The web address (URL) you typed is incorrect -Your Internet access is dial-up, or your Internet Service Provider (ISP) is down

3. Why can’t I log in?

-If you have a valid username and cannot log in, a temporary password will be sent to you by a Technical Support Representative.
- If you’re having trouble with saved passwords, clear the cookies saved on your browser. This can be done under the “tools” menu in Microsoft IE, Safari or Firefox.
-If you’re still having trouble, a Technical Support Representative will verify you have access to the website -Always write down your username and password and store in a secure place

4. When I click on a button, nothing happens. Why?

-It’s possible your browser’s pop-up functionality is restricting the website from working properly. You can:

a) Check your browser’s security settings and set them to a lower level. Under the "Tools" menu, set the privacy and security settings to Medium. It is OK if the pop-up blocker is on.
b) Check your virus protection software and make sure it’s not over-riding your browser’s settings. Norton Antivirus and McAffee are two common criminals that cause this problem. In each of those programs, there is a setting that controls pop-ups, even from first party hosts. Please refer to your virus protection software support tools to find the setting and change it.
c) A third-party toolbar add-on may also be over-riding your browser’s settings. (i.e. Google, AOL, Yahoo, etc.). To de-activate these toolbars, right-click on a blank area of the toolbar. A menu will appear. Uncheck Google or AOL if selected. The Google toolbar includes a button that counts the number of blocked pop-ups. If you click on this, the toolbar will allow pop-ups on that particular site.

5. Why does my computer make a thud noise when I try to go to the next page?

-It’s possible your browser’s pop-up functionality is restricting the website from working properly. You can:

a) Check your browser’s security settings and set them to a lower level. Under the "Tools" menu, set the privacy and security settings to Medium. It is OK if the pop-up blocker is on.
b) Check your virus protection software and make sure it’s not over-riding your browser’s settings. Norton Antivirus and McAffee are two common criminals that cause this problem. In each of those programs, there is a setting that controls pop-ups, even from first party hosts. Please refer to your virus protection software support tools to find the setting and change it.
c) A third-party toolbar add-on may also be over-riding your browser’s settings. (i.e. Google, AOL, Yahoo, etc.). To de-activate these toolbars, right-click on a blank area of the toolbar. A menu will appear. Uncheck Google or AOL if selected. The Google toolbar includes a button that counts the number of blocked pop-ups. If you click on this, the toolbar will allow pop-ups on that particular site.

6. Why does my computer beep when I click on stuff?

-It’s possible your browser’s pop-up functionality is restricting the website from working properly. You can: a) Check your browser’s security settings and set them to a lower level. Under the "Tools" menu, set the privacy and security settings to Medium. It is OK if the pop-up blocker is on. b) Check your virus protection software and make sure it’s not over-riding your browser’s settings. Norton Antivirus and McAffee are two common criminals that cause this problem. In each of those programs, there is a setting that controls pop-ups, even from first party hosts. Please refer to your virus protection software support tools to find the setting and change it. c) A third-party toolbar add-on may also be over-riding your browser’s settings. (i.e. Google, AOL, Yahoo, etc.). To de-activate these toolbars, right-click on a blank area of the toolbar. A menu will appear. Uncheck Google or AOL if selected. The Google toolbar includes a button that counts the number of blocked pop-ups. If you click on this, the toolbar will allow pop-ups on that particular site.

7. Why do I get an error message when I click on a button?

-It’s possible your browser’s pop-up functionality is restricting the website from working properly. You can:

a) Check your browser’s security settings and set them to a lower level. Under the "Tools" menu, set the privacy and security settings to Medium. It is OK if the pop-up blocker is on.
b) Check your virus protection software and make sure it’s not over-riding your browser’s settings. Norton Antivirus and McAffee are two common criminals that cause this problem. In each of those programs, there is a setting that controls pop-ups, even from first party hosts. Please refer to your virus protection software support tools to find the setting and change it.
c) A third-party toolbar add-on may also be over-riding your browser’s settings. (i.e. Google, AOL, Yahoo, etc.). To de-activate these toolbars, right-click on a blank area of the toolbar. A menu will appear. Uncheck Google or AOL if selected. The Google toolbar includes a button that counts the number of blocked pop-ups. If you click on this, the toolbar will allow pop-ups on that particular site.

8. Why can’t I download a lesson?

-Make sure you’re using one of the fully supported browsers, and not on of the following browsers, all of which are not fully supported by the website: AOL, MSN Explorer, Frontier Explorer, Verizon Explorer, or any other browser version earlier than those listed as fully supported on our System Requirements Page. Sometimes, this kind of problem is associated with a browser add-on such as a toolbar. Occasionally, browser toolbars such as the Google, Yahoo, AOL, or PeoplePal toolbars also cause functionality problems on the website because the toolbar has its own security/privacy or custom settings that affect webpage (specifically cookie) performance. To change the settings, right-click on a blank part of the toolbar. A list of options should appear with “settings” as one of the options.

9. Why do I get an error message when I try to download?

-Make sure you’re using one of the fully supported browsers, and not on of the following browsers, all of which are not fully supported by the website: AOL, MSN Explorer, Frontier Explorer, Verizon Explorer, or any other browser version earlier than those listed as fully supported on our System Requirements Page.

10. Why can’t I find the files I downloaded?

-You’ve likely downloaded a .zip file (containing multiple media files) and haven’t extracted the file properly. If you’re a Mac user, or are using a Windows system platform earlier than XP, you will need to download Stuffit Expander from the helper applications page of the website. If you’re running Windows XP or Vista, the system has a .zip extraction program built in. Save the .zip file to your computer, and then extract the contents of the file using the extraction wizard.

11. Why do I get an error or a blank screen when I try to download?

-Try downloading the PowerPoint .zip file separately from the other multimedia lesson pieces, then extract the file as normal.

12. Why can’t I open my PowerPoint presentation?

-Check to see if you’re using PowerPoint 2003. Under the help menu, click on “About PowerPoint.” The version year should be listed. The 2003 version of PowerPoint has a bug, and Microsoft has issued a corrective patch. To download/install the PowerPoint patch, click the following link:
http://www.microsoft.com/downloads/details.aspx?FamilyId=722C7A55-E541-44CC-97CB-572859346DEE&displaylang=en

You may need to re-download the PPT file for it to work properly.

13. Why can’t I get any audio or sound to play?

-- Many of the audio files on the website are coded as MIDI files, and are specified to play in QuickTime Player. If you don’t have QuickTime, or are using an older version, go to the Quicktime website (http://www.apple.com/quicktime/download/) and download the most recent player.

If you’re using QuickTime, and the audio is not playing properly, try the following:
1. Open QuickTime and select "QuickTime Preferences" from the Preferences list under the Edit menu.
2. Click on the "Browser" tab and then on "MIME" settings.
3. Expand the Audio Only Formats menu and make sure that "MIDI" is selected.