Virtual Classroom Troubleshooting

troubleshoot

Welcome to the Virtual Classroom Troubleshooting page.



This page contains information that may assist students who are currently taking a class and are experiencing technical problems with course delivery. We continually update this page to reflect the most current delivery platform issues.

If you continue to experience problems after reviewing this page, please call us toll-free at 1-800-328-2008 for assistance.

General Troubleshooting Tips:


  • Use a Current Browser!


    The number of headaches caused by using an old copy of Internet Explorer cannot be counted. If at all possible, upgrade your browser. The McKissock site is optimized to run well with the current version of either Internet Explorer or Mozilla Firefox.



  • Enable Scripts in your browser!


    There are a few occasions when it makes sense to turn javascript off, but a visit to McKissock.com isn't one of them. Many of the most useful features of our website rely on scripting. To make the best use of your time on our website, please enable scripts. If you need pointers on how to do it, check here.



  • Allow pop-ups in your browser!


    Many of the advanced courseware features on the McKissock site rely on popup windows. Please enable popups while you are visiting McKissock.com. If you need a few pointers on how to do that, click here.







Not fixed yet? Perhaps one of the following links will help:







Problem - When I login, my username and password are cleared and nothing happens!

Open your internet browser and try the following:

  • Click on the Tools menu at the top of the browser, near the web address bar.
  • Select Internet Options.
  • Click the Privacy tab.
  • Click the Advanced button. This will open a new dialog.
  • In the new dialog, check the box labeled Override automatic cookie handling. First Party and Third Party cookies must be set on Accept.
  • Check the box beside Always allow session cookies.
  • Click OK twice.

Retry your login to McKissock.com.

If the above fix doesn't work, open your internet browser and try the following:

  • Click on the Tools menu at the top of the browser, near the web address bar.
  • Select Internet Options.
  • Click the Privacy tab.
  • Click on the Sites Tab
  • Type www.mckissock.com into the Address of Website bar.
  • Click Allow.
  • Click OK twice.

Retry your login to McKissock.com.

If the above fix doesn't work, and you are using Roadrunner's CA Personal Firewall you can disable the firewall:

  • Double-click on the CA Security Center icon (a small shield in your task bar).
  • Click on Personal Firewall.
  • When the Personal Firewall dialog opens, you will see an arrow pointing downward. Click that arrow.
  • Click Open Advanced Settings.
  • Click Main Tasks and choose Disable CA Personal Firewall
  • Close the Personal Firewall dialog.
  • Look to ensure that you see a yellow triangle for the personal firewall on the Security Center icon in the task bar (meaning the firewall is off).
  • Close window.

If none of those solutions work you have two additional options: You can upgrade Internet Explorer, or you can download Mozilla Firefox.

  1. Free Internet Explorer Download
  2. Free Firefox Download

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Problem - I can login but when I click OPEN my course does not appear.

You may need to disable your popup blocker. Click here for instructions on how to turn off your popup blocker.

You may need to disable your firewall. To temporarily disable your Windows firewall try the following:

  • Click on Start.
  • Click on control panel.
  • Select Windows Firewall.
  • Select Off.
  • Click OK and close out.

Try opening your course again.

Other Firewalls

Your computer may have virus protection software that also has a firewall. Please check your computer for Virus Protection Software such as Macafee, Norton, AVG, Sophos, etc.. You can right click on any of the icons to disable the firewall.


Spyware may include:

Adaware, Spybot, Avast, Search and Destroy. If you are using any of these products, they may also need to be disabled.


You may need to call into our offices for Technical Assistance. If so, please have the following information available:

  1. Your browser type and version. To obtain browser information:
    • Open any webpage.
    • Then click on the Help menu at the top of the browser.
    • Select the About option. This option may be labeled About Internet Explorer , or About Mozilla Firefox or something similar, but it will always be an About option.
    • A dialog will open describing what browser and version you are using.
  2. Your computer type.
    • McKissock.com will work with either Windows XP Compatible Personal Computers, or Apple Macintosh computers.
  3. Operating system. To obtain your operating system information:
    • Right click on the My Computer icon on your desktop, or
    • Select the My Computer option from the Start menu.
    • In the dialog that opens, select the General tab.
    • System information, including your operating system, will be displayed.

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Problem - I get sent back to the login screen when I try to access my quizzes!

Clean out your cookies by doing one of the folllowing:

If you are using Internet Explorer 6

  • Open Internet Explorer.
  • Click Tools.
  • Click Delete cookies.

If you are using Internet Explorer 7 or Internet Explorer 8

  • Open Internet Explorer.
  • Click Tools.
  • Click Delete Browsing History.
  • Click Delete Temporary Internet Files.
  • Click Delete Cookies.
  • Click OK for all options.

    WARNING: If you click Delete All, then all saved browser information will be cleared, including website passwords and form data.

If you are using Mozilla Firefox

  • Open Mozilla Firefox.
  • Click Tools.
  • Click Clear Private Data.
  • You may uncheck any option, such as Saved Passwords and Authenticated Sessions, so that these are not deleted.
  • Click Clear private data now.

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Problem - How do I turn off Popup Blockers?

There are many programs that block popups. Below we illustrate how to turn off popups in Internet Explorer, Mozilla Firefox, and from the Yahoo toolbar, which may appear in either browser.

Internet Explorer
  • Click on Tools in the Menu Bar.
  • Scroll down to Pop-up Blocker.
  • Click Turn Off Pop-up Blocker in the side menu.
picture of Internet Explorer Popup Blocker menus

Mozilla Firefox
  • Click on Tools in the Menu Bar.
  • Click on Options. This will open a new dialog.
  • Click on the Content option.
  • Uncheck the Block Popup Windows check box.
picture 1 of Firefox Popup Blocker menu

picture 2 of Firefox Popup Blocker menu

The Yahoo toolbar
  1. Click on the icon highlighted in the image below, and un-check Enable Pop-Up Blocker.
picture Yahoo Popup Blocker menu

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Problem - The site doesn't work right or looks funny in my browser!

You probably need to enable javascript when visiting McKissock.com. Enabling scripting should improve the overall appearance and performance of the McKissock website.


To Enable javascript in Firefox:

  1. Click Tools
  2. Select Options
  3. Navigate to the Content tab in the Options dialog
  4. Enable javascript
  5. Click Okay

To enable javascript in Internet Explorer versions 6 through 8

  1. Launch Internet Explorer
  2. Click the Tools button located on the top menu.
  3. Scroll down and click Internet Options to open the options console.
  4. Click the Security tab
  5. Click the Custom Level button.
  6. Scroll down the Security Settings window to Active Scripting .
  7. Place a check on Enable .
  8. Click OK to save the changes and OK again to close the options console.
  9. Click File and click Close to exit Internet Explorer.
  10. Relaunch your web browser to complete the process.

If enabling scripts does not help, you may need to call into our offices for Technical Assistance. If you do, please have the following information available:

  1. Your browser type and version. To obtain browser information:
    • Open any webpage.
    • Then click on the Help menu at the top of the browser.
    • Select the About option. This option may be labeled About Internet Explorer , or About Mozilla Firefox or something similar, but it will always be an About option.
    • A dialog will open describing what browser and version you are using.
  2. Your computer type.
    • McKissock.com will work with either Windows XP Compatible Personal Computers, or Apple Macintosh computers.
  3. Operating system. To obtain your operating system information:
    • Right click on the My Computer icon on your desktop, or
    • Select the My Computer option from the Start menu.
    • In the dialog that opens, select the General tab.
    • System information, including your operating system, will be displayed.

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Problem - I finished my online course, but my certificate was never emailed to me!

It is possible that your email program is blocking email from McKissock.com.

To unblock McKissock.com in the Microsoft Outlook 'blocked senders' list:

  1. Open Outlook
  2. On the Tools menu, point to Message Rules , and then click Block Senders List .
  3. Look for McKissock.com, highlight it, and click Remove .
  4. Click OK in the Message Rules dialog box to apply the change.

Many other email clients work in a similar fashion.

If you do not see McKissock.com listed in your email 'blocked senders' list, or if you need additional help, please call our office for technical assistance.


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Problem - How do I use the course tabs?

The course tabs are used to display either the Welcome, Chapters, or Help material. When selected, the tab will highlight, and the body will display the table of contents (left) and first page (right) of the selected material.The Welcome tab will help you familiarize yourself with the basic features of the course. The Chapters tab is where you will actually take your course. It contains all of the course material, including quizzes and tests. The Help tab contains troubleshooting information and frequently asked questions. If you are experiencing problems with your course, the solution may be found in the Help tab.

image of course tabs

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Problem - How do I navigate through my course?

Use the forward arrow button to display the next page. Use the back arrow button to display previously viewed pages. You can also use the table of contents to review previously viewed pages. Simply click on the name in the table of contents to display the desired page. (Note: although you can see the titles of upcoming pages in the table of contents, you may not use them to navigate forward. If you wish to move to the next page in your course, use the forward arrow button.)

image of back button image of next button

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Problem - How can I customize my course?

You can hide or show the course table of contents, the clock, the progress bar, and your notes. These can be displayed only when you need them, and then hidden when you like. This keeps your course clean and easy to read.

To hide/show the table of contents, click on the blue arrow box image of table of contents button in the upper right-hand corner.

The course time, progress bar, and notes can also be hidden or displayed depending on your needs. At the very bottom of the course body you will see clickable links similar to these:

image of link text

You can hide or show items by clicking on the related link.

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Problem - How can I print from the course?

If there are no restrictions by your licensing agency, you will find print options in the upper right-hand corner of the course body. You can print single pages or entire chapters. If you wish to print a page or chapter, simply click on the corresponding text link.

image of print options

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Problem - How can I tell how much of the course I have completed?

The progress bar (which you can choose to show or hide) will display both graphically and numerically the current percentage of the course that you have completed.

image of progress bar

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Problem - How does the course notebook work?

If there are no restrictions by your licensing agency, you will be able to use your virtual notebook. You can choose to show or hide this feature while you are taking your course. Add notes to your notebook for easy recall later.

The notebook has two panels and several buttons. The left panel is your note history. Once you save a note, it will be listed here by date.

The right panel displays notes. This is where you create new notes and view old ones. You can view a note by clicking on it in the left panel.

Be mindful, your notebook will be temporarily disabled while you are taking quizzes and tests.

image of note history

image of note text Click on the text link in the note history to view saved notes. The selected note will appear in the right panel. Once a note displays in the right panel you can choose to edit or delete the note.
image of add note button Click this button to add a new note. This will allow you to type your note in the right panel. It will also cause the Save and Cancel buttons to appear.
image of save button Click this button to save the note displayed in the current note panel. This may be a new note, or a note from your history.
image of cancel button Click this button to cancel any edits. This will clear the right panel and will not save any text you may have entered or changed. This can be used while creating a new note or while editing a note from your history. If you cancel edits to an existing note, the original note text will be retained.
image of edit button While viewing a note from your history, the note text is locked to prevent unintentional loss of information. Clicking the Edit button will unlock the text and allow you to update your note. Clicking this button will also cause the Save and Cancel buttons to appear.
image of delete button Clicking this button will permanently erase the current note. The text will be cleared from the right panel and the note will be deleted from your note history in the left panel.

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