Course FAQ


SYSTEM REQUIREMENTS

Microsoft Windows

  • Internet Explorer 8, 9, 10, or 11*
  • Windows XP (32 bit)
  • Windows 7
  • Windows 8.1**
  • 2.33Ghz or faster x86-compatible processor, Intel Atom 1.6Ghz or faster processor for netbooks
  • 256MB of RAM (1GB of RAM recommended for netbooks)
  • 128MB of graphics memory
  • 16 bit (thousands of colors) display with 800 x 600 resolution or better
  • Sound card
  • Mozilla Firefox 4 or later
  • Google Chrome 10 or later
  • Adobe Flash 10 or later

Mac OS

  • OS X 10.8 “Lion”
  • OS X 10.9 “Mountain Lion”
  • OS X 10.10 “Mavericks”
  • Intel Core Duo 1.83Ghz or faster processor
  • 256MB of RAM
  • 128MB of graphics memory
  • Safari 5.1 or later
  • Mozilla Firefox 4 or later
  • Google Chrome 10 or later*
  • Adobe Flash 10 or later

iOS**

  • iOS 7.1.2
  • iOS 8.1
  • iPad or iPad Mini
  • Safari

 

Android**

  • Android 4 or later
  • Tablet device
  • Google Chrome
  • Minimum of 788px by 477px browser viewport in a landscape orientation

*Course and LMS issues can occur when Internet Explorer’s “Compatibility View” feature is enabled. "Compatibility View" is not supported. This feature forces modern, supported Internet Explorer versions to use the rendering engines found in older, unsupported versions of Internet Explorer. This can result in functionality issues, visual degradation, and overall a poor user experience on our products.

**Support for these system configurations are currently limited to courses on the Cascade platform. Additional application or software installation may be required for learner tracking to be recorded on an iOS or Android tablet device.

True Office Learning uses auto-detection routines to check trainees’ browsers for the Adobe Flash plug-in, JavaScript, and cookies. If these are absent or inactive, the trainee is redirected to an error page and given specific instructions. In rare instances, True Office Learning may be unable to support computer systems that require certain programs which interfere with the normal operation of the Adobe Flash plug-in and the web browser.

Adobe Flash and browser manufacturers may experience future updates. Licensee may find that an updated version of Adobe Flash player or browser is incompatible with True Office Learning courses. True Office Learning recommends that Licensee notify True Office Learning if Licensee’s end-users upgrade their systems, particularly the Adobe Flash player or their browser. If given advance notice, True Office Learning will take reasonable steps to mitigate any incompatibilities.

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Minimum Bandwidth

  • 256kbps download / 64kbps upload per learner
  • All users (including those on tablets) must maintain a constant, uninterrupted high speed internet connection to the content server and learning management system
  •  

Recommended Bandwidth

  • 5Mbps+ download / 1Mbps+ upload per learner

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Frequently Asked Questions

HOW DO I LOG IN TO THE LEARNING MANAGEMENT SYSTEM? [LEGACY]

  1. Go to the training login page
  2. Enter your Username, Password, and Company Login Name and click the Login button
  3. Upon successful login, you will see a personal training menu containing the courses for which you are registered
  4. Click the start button next to a course title to launch it

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WHY ISN'T USERNAME/PASSWORD WORKING? [LEGACY]

If there is an error message at the top of the login screen, some of the information you typed may be incorrect.

If you have forgotten your password, click the "Forgot your password? Click here to retrieve it!" link below the login box to have the correct login information e-mailed to you.

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HOW CAN I RE-VIEW OR RESUME MY COURSE?

You may resume an interrupted course or review a completed course by following the same process used to initially login to the learning management system.

True Office Learning's Learning Management System tracks your progress through a course to ensure training records are accurate and complete. This allows you to exit and resume the course where you left off at any time.

In addition, training managers may view information such as the location from where you logged on (IP address), when you started the course, when you completed the course, and how you performed on the course test, if applicable.

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I'M HAVING PROBLEMS INSTALLING THE FLASH PLUG-IN

Please contact your local system administrator or desktop support if you have issues installing and/or running Adobe Flash Player.

 

WHY IS AUDIO/VIDEO PLAYBACK IS SKIPPING OR LAGGY?

For the best experience, avoid downloading other files or checking for e-mail while taking a course, as performing other internet-related activities can interrupt the stream of data and cause an erratic experience.

Contact your local system administrator or desktop support for further assistance.

 

NO AUDIO

Not all courses are accompanied by audio narration, music, and sound effects. Ask your training manager if this is the case. If the course does indeed contain audio, please follow the below steps to troubleshoot:

  • Ensure your speakers or headphones are plugged securely into the correct jack on your device and the power is turned on (if applicable)
  • Ensure the volume level is turned up on your device
  • Launch other familiar websites or applications with audio to test your audio output capabilities and the volume level

Contact your local system administrator or desktop support for further assistance.

 

WHY WON'T THE COURSE OPEN?

Pop-up blockers can prevent the course from beginning when you click the ‘start’ button next to the course title. To allow the course to launch, bypass the pop-up blocker by holding the "Ctrl" key and clicking start.

If this does not work, please disable the pop-up blocker.

Contact your local system administrator or desktop support for further assistance.

 

CAN I TROUBLESHOOT AUDIO/VIDEO PLAYBACK ON MOBILE DEVICES?

The True Office Learning Cascade player is designed to accommodate Apple and Google’s media playback restrictions on iOS and Android, respectively. Apple and Google require user interaction for each piece of audio or video to be played out of respect for your data plan.

As a result, users on mobile devices must interact with the course to play each small piece of audio - which is done with the play button overlay. Please contact your training manager to request that the course be optimized for mobile devices.

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WHY AM I SEEING AN ERROR MESSAGE IN THE COURSE?

The course has most likely timed out after an extended period of time for security reasons. Please check your network configuration and try again.

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COURSE IS FROZEN/STUCK

This issue can occur when Internet Explorer’s “Compatibility View” feature is enabled. "Compatibility View" is not supported. This feature forces modern, supported Internet Explorer versions to use the rendering engines found in older, unsupported versions of Internet Explorer. This can result in functionality issues, visual degradation, and overall a poor user experience on our products.

How to update Compatibility View Settings:

  1. If using Internet Explorer 9 or higher, go to step 3
  2. If using Internet Explorer 8, select Tools->Compatibility View Settings as shown below Go to step 4
  3. If the menu bar is not displaying, hit the ALT key while in Internet Explorer to have it display. Then choose Tools->Compatibility View Settings
  4. Make sure to "uncheck" the bottom item "Display all websites in Compatibility View" as shown below:
     

Contact your local system administrator or desktop support for further assistance with Compatibility View.

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