FAQ

Click the sections below to browse the FAQ.

Registering and Logging In

What can I enter for my username and password?

You can use any letter and/or number in your username and password. Please note that usernames must be all lower case characters (no capital letters) and contain no spaces or other characters, for example @,#. Usernames and passwords should be FOUR or more characters.

The site says my email address is already registered but I am new to the training.

This may be happening for one of a few reasons. The most common reason is that you share an email address with someone who has already registered at the training site. If this is the case, you can register by entering a placeholder email address as in the example below:

If this is your shared email address - yourname@hotmail.com

Then enter this as your placeholder email address - yourname@example.com

If you are working in a location in which you are using a generic email address for the location or your position, e.g. locationname@email.com, it is possible another person in the location or someone previously in the position used the email address when completing their training. Please consider using a personal email address, a placeholder email address (as detailed above) or contacting Tech Support for further assistance.

Finally, you may have registered before and did not do the training. If this is the case you can use the following options to access your account:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

I never received the confirmation email after registering.

This usually means that the email was caught by a spam filter. Check your spam/bulk mail folders first. If the message still cannot be found, please use one of the options below for assistance with confirming your account:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

Nothing happens when I click the link in the confirmation email.

If the link doesn't work, then copy and paste the entire link into the address line at the top of your web browser window.

If that does not work, please use one of the following options for assistance with confirming your account:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

Why am I being asked to register again?

You may have mistyped your username. If the site does not recognize your username, it will ask you to create a new learner account. Please note that usernames and passwords are always lower case letters and/or numbers with no spaces.

If this happens, go back and try re-typing your username. If the system does not accept your username again and asks you to register (when you know you have already registered on the site), please use one of the following options for assistance with logging in:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

I have a new email address, should I register again?

No. You should log in using your original account information.

If you are having difficulty logging in, please use one of the options below for assistance with accessing your account:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support
If you still have access to the email address with which you registered: click the "Yes, help me login" button to reset your password from the login page.

I cannot remember my password (or username). How can I log in?

You can use the "Reset my password" button to retrieve your username and password without having either. Simply click on the "Reset my password" button and enter the email address at which you registered.

An email with instructions will be sent to that email address to help you log in. If you do not receive an email, please re-enter your email address ensuring that you spelled it correctly and completely.

If you do not receive an email after the second attempt, the email address does not match the one stored on the system or your email service provider may have blocked it as spam or junk mail. Check your spam/bulk mail folders first. If the message still cannot be found, please contact technical support for assistance using one of the following options:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

Browsers and Computers

What type of computer do I need to access the training site??

The training site is accessible to people using Microsoft Windows-based computers as well as Apple Macintosh computers. Users of Linux computers and mobile devices may also be able to access the training site and learning materials. The site and courses have been tested in the following internet browsers:

Microsoft Internet Explorer
Mozilla Firefox
Opera Software Opera
Apple Safari

The site should operate in many additional modern Internet browsers.

Minimum Requirements

Requirements	Minimum	Recommended
Processor	500 MHz Intel® Pentium®	1.8GHz Intel® Pentium®
RAM	256 MB	512 MB
Internet Connection	100 Kbps	256 Kbps
Sound	16-bit	16-bit
Video/Display	65, 000 Color	65,000 Color
Operating System	Mac OSX 10.4 / Windows® XP	Mac OSX 10.6 / Windows® XP
Browser	Internet Explorer 7.0/FireFox 3.6 - JavaScript Enabled	Internet Explorer 7.0/FireFox 3.6 - JavaScript Enabled
Adobe Flash	Adobe Flash 10.1	Latest

System Tests

Plugin Tests
Adobe Flash	(Test Now)
Adobe Shockwave	(Test Now)
Java	(Test Now)
Popup Blocker	(Test Now )

Downloads

Plugin Dowloads
Adobe Flash	(Download Now)
Adobe Shockwave	(Download Now)
Adobe Acrobat	(Download Now)
Java	(Download Now)

I cannot see all of the course on my screen.

There are two likely reasons that you may not be able to see all of the lesson:

Monitor Resolution is set incorrectly. Typically, the screen resolution of your computer monitor is set to larger than the normal resolution for the monitor.

To adjust your screen resolution on Windows computers:

You need to minimize all windows on your computer so only your "desktop" is visible.
Right click on your desktop image. Select "properties" from the menu.
When the window pops up, select the "Settings" tab.
Near the bottom left of the settings tab is a screen resolution slide bar.
Left click and drag the slider to 1024x768 (varies by monitor).
Click apply button (bottom right of little window).
The computer will ask you to confirm that this is correct and that you want to keep the new setting. Click yes or OK.
Then you can close the pop-up window and you are all set.

Internet Browser Text Size needs to be reset. Many browsers allow you to adjust the size of text displayed on your screen.

You can determine if the text size needs to be adjusted if you are viewing the lesson content and you can see the navigation buttons on the bottom of the browser window AND the text seems to flow off the bottom of the page or appears cut off.

To adjust your text size in most Internet browsers:

In the control panel of the Internet browser, look for the "View" menu.
Click on "View" then click on "Text Size"
Internet Explorer users, select "Medium".
Firefox users should select "Normal"
Opera users note that you click "View" >> "Zoom" >> "100%"

In either case, you may need to close the course window and reopen to have your viewing preferences take effect.

How do I enable cookies?

In Internet Explorer:

Go to Tools in your browser (top right or left of your browser) and select Internet Options from the drop down menu.
Once the Internet Options window opens, select the Security tab.
Then click on the Trusted Sites icon, it's a green check mark.
Click on the Sites button which will open a new, smaller window.
Once the Trusted Sites window opens, enter the full address of the training site including the http:// in the "Add this site..." line but do NOT press "Add" button yet. Do not include anything after the .org or .com part of the address.
Uncheck the "Require server verification..." check box if it is checked.
You can now press the "Add" button to add the training site to your trusted sites list.
Then press "Close" button to close the Trusted Sites window.
Click the "OK" button to close the Internet Options window.

You should now be able to log in.

How do I turn off pop-up blocker?

Settings by Browser Type:

The activities are not visible or do not work.

Here are some common reasons that the activities might not visible.

Your browser (for example Internet Explorer) needs updating. Browser programs are frequently updated to add functionality and address problems. If you are using an older version, you may not be seeing websites the way they are meant to be displayed. To check what version you currently have on your computer, and update it if necessary, open the browser program, go to the toolbar or menu, click on "Help," and then click on "About".
Your computer needs the FREE Adobe Flash Player program or it needs updating. Go Here to download and install the latest version.
Your computer needs the FREE Adobe Reader program or it needs updating. Go Here to download and install the latest version.
In very limited cases for people using dial-up internet access, you may simply need to wait a little longer to load the page.

Taking Courses

I already completed training, do I have to complete training again?

Each required training course has an expiration date and must be taken again once it has expired.

Why can't I see the training I already completed?

You may have completed the training using a different account. For example, if you registered originally using an email address you no longer use and today you set up a new account with a different email address than before, your new account will not show your previously completed training. If this is the case:

Call Tech Support: at 888-804-9643 or
Click the Live Help button: to chat online with Tech Support

I completed the training, but it is not showing as complete.

The completion notification at the top of each course page will tell you whether you have met all requirements for completing your course. If you are notified that you have completed the course, but it is not yet showing as complete on the "My Progress" page, please be patient, your progress may take a few minutes to be updated in the system once you complete a course.

How do I get a hard card Safety Credential?

Click the "My Credential" icon. On that page, click the "Order Your Credential" link. NOTE: You will NOT be able to order your credential until you have completed all of your required courses.