COMMON SUPPORT TOPICS

 

HOW DO I LOG IN TO THE LEARNING MANAGEMENT SYSTEM (LMS)?

  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

 

WHY ISN'T MY TRUE OFFICE LEARNING LMS USERNAME/PASSWORD WORKING?

If you are receiving an error message at the top of the login screen, before resetting your password, please first make sure that information you entered is correct.

To reset your password:

  1. Click the Forgot your password? Click here to retrieve it! link below the login box
  2. Enter your email address and click Submit
  3. You will receive a temporary password to the email address in our records
  4. If you haven’t received your temporary password please check your Junk or SPAM Mail Folders or check with your internal IT Team to unblock emails coming from True Office

 

COURSE WON'T OPEN (True Office Learning LMS)

Pop-up blockers can prevent the course from beginning when you click the ‘start’ button next to the course title in the True Office Learning’s Learning Management System.

To allow the course to launch:

Google Chrome
  • On the top right click the settings button for the options to expand (it’s the three horizontal dots) and towards the bottom click on Settings
  • At the bottom of the settings page find a "Advanced" link, click the link and scroll down
  • Under Privacy and Security click on "Content Settings"
  • Under Pop-ups select Allow all sites to show pop-ups
Internet Explorer
  • On the top right click the settings button for the options to expand (it’s the three horizontal dots) and towards the bottom click on View Advanced Settings
  • At the top of the drop down find Block pop-ups and click the toggle button to change the setting to Off
Mozilla Firefox
  • In the menu select tools, then click on options at the bottom.
  • Click on the tab labeled "Content" uncheck the box next to Block pop-ups windows
  • Then click OK to close the window

If the same issue persists, contact your local system administrator or desktop support for further assistance.

 

RE-VIEW/RESUME A 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 LMS 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.

 

COURSE WON'T LOAD/ADVANCE

Please try opening the training in a completely different browser (if you're using Internet Explorer, for example, try Mozilla Firefox instead).

If that doesn't work, or isn't an option, please clear your browser's cache.

How to Reset the Browser Cache (Browser Specific):

Google Chrome
  • Click the wrench icon in the upper right-hand corner and select Options
  • From the menu on the left-hand side select "Under the Hood"
  • At the top of the window, click the "Clear Browsing Data" button
  • From the popup, leave the default boxes checked and click the "Clear Browsing Data" button
  • Close the Options tab
  • Close and reopen the browser
 Internet Explorer
  • Click on the gear icon in the upper right-hand corner titled Tools
  • Select Internet Options from the menu
  • Under the heading "Browsing History" click the Delete button
  • Un-check the top check box "Preserve Favorites website data" and check the other boxes
  • Click the "Delete" button at the bottom
  • Click "OK" at the bottom of the window
  • Close and reopen the browser
Mozilla Firefox
  • From the main menu, select Options
  • Click the Privacy icon in the top row
  • From the center of the window, select the "clear your recent history" hyperlink
  • Use the dropdown box to select "Everything" and then click the "Clear Now" button
  • Select the "OK" button at the bottom
  • Close and reopen the browser

 

FLASH PLAYER ERRORS

Please click here to ensure that your Flash player is installed and is current. 

 

AUDIO/VIDEO PLAYBACK 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.

If the same issue persists, 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

If the same issue persists, contact your local system administrator or desktop support for further assistance.

 

ERROR MESSAGES IN THE COURSE

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

Error messages such as "a system error has occurred" or "error with course communication" usually mean that your computer has temporarily lost communication to True Office Learning servers. This can occur when:

  • Multiple applications and browser windows are open (because other applications may interrupt the flow of data streaming from True Office Learning).
  • The wireless Internet connection is interrupted.
  • Connection is attempted during a system upgrade.

To resolve the issue:

  • Close all browser windows and system applications
  • Then attempt to connect to the system again

If you continue to experience connectivity issues, try to access the system via a hardwired (versus a wireless) connection.  If the error message persists, clear your browser cache or reboot your system.

 

NETWORK CONNECTION ERROR

Unfortunately, an error like this relates to your internet connection, not the course itself. However, there are a few things you can try to resolve this issue. Usually by opening the training in a completely different browser (if you are using IE try switching to Firefox) you'll  correct the problem.

Here are some additional actions to can take to troubleshooting the course:

  • Close any browser windows not related to the course
  • Close your email client
  • Close any applications that may be using a lot of bandwidth
  • If you are using a VPN or Citrix and have the option to complete the course using a direct
  • connection to the internet, please do so
  • Clear your browser cache and load the course again

 

COURSE IS FROZEN OR 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: 

If the same issue persists, contact your local system administrator or desktop support for further assistance with Compatibility View.

 

UNABLE TO FIND COURSE WINDOW (After reading Policy/Course Materials)

As you click on the policy/code button in the course, the course gets pushed behind that window – don’t worry, it's still there.

You can close or minimize the policy and the course should appear for you. Please do not launch the course again as it's still active. Navigate back to the (minimized) course window and you'll be able to move forward.


Haven't found what you're looking for? Let us know.


System Requirements

Microsoft Windows

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

Mac OS

  • Mac OS X**
  • Intel Core Duo 1.83Ghz or faster processor
  • 1GB of RAM
  • 128MB of graphics memory
  • Safari**
  • Mozilla Firefox**
  • Google Chrome**

Apple Devices

  • iOS**
  • iPad or iPad Mini
  • Safari

 

Android Devices

  • Android 7.1.2 or later
  • Tablet device
  • Google Chrome**
  • Minimum of 788px by 477px browser viewport in 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.
**Latest version, plus one version previous, are supported.

 

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

 

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.