South Central Public Health Partnership

Who do I contact with technical problems or questions?

Q: What video player do I need to view a lecture?
What video player do I need to view a lecture?

A: Our courses use either Real Player or Windows Media Player. Real Player does not come pre-installed on computers but it can be downloaded free at http://www.real.com

**You must have the most current version of RealPlayer to run the lectures.

Q: Do I get a certificate for taking this course?
Do I get a certificate for taking this course?

A: Yes. To obtain a certificate of completion for this course you must pass the quiz with a 70% or higher. Once you pass the course, the certificate of completion will be available to download from your transcript page.

Q: What display properties should I be using?
What display properties should I be using?

A: Always view a recording in 800 x 600 resolution or greater, and use 16, 24, or 32 bit display.

Q: How can I make sure I'm using the correct browser and components?
How can I make sure I'm using the correct browser and components?

A: Go to http://sessions.tegrityonline.com/_wizard This will check if your browser has all the components required for viewing Tegrity recordings or live sessions on your computer. If anything needs to be installed or upgraded, it will provide you with detailed instructions and links for downloading.

Our courses aren't supported on the Mac operating system.

Q: Nothing happens when I click on a module
When I click on a module, nothing comes up. What's wrong?

A: The presentations require "popped" browser windows. Many "pop-up blocking" software packages can be disabled by pressing and holding the 'Ctrl' key while clicking on the link.

Q: What is a Certificate Program?
What is a Certificate Program?

A: The Certificate Program is a process where you will complete a series of courses in a particular subject or focus area resulting in a completion certificate.

Q: How do I complete a Certificate Program
How do I complete a Certificate Program?

A: In order to complete a certificate program, you must pass all of the courses in the curriculum with a score of 70% or greater. If you should fail one of the courses, it will be marked on the transcript of the program, but you will not receive a certificate until you pass all of the courses. Therefore, if you do fail a course, you must re-register for it. Certificates will be sent out via e-mail once a month.

Q: I didn't pass a course in the Certificate Program, how can I take it again?
I didn't pass a course in the Certificate Program, how can I take it again?

A: When you log in, at the top click on Course Offerings --> at the top enter the course name in the Search Courses box --> click Go --> in the main part of the screen it will return the courses with the matching words --> click on the link --> click on the enroll button --> another screen will ask if you would like to re-enroll in this course --> click yes

Q: Where do I find my username & password?
Where do I find my username & password?

A: When you were registered with our LMS, you were immediately sent an email at the address you provided, which contains your assigned username and password. Please check this e-mail account for the original e-mail from trdirect@tulane.edu If you cannot find it, please e-mail the system administrator at trdirect@tulane.edu

Q: Can I get CEUs for your courses?
Can I get CEUs for your courses?

A: Some of our courses offer CEUs. The courses that do offer them have the CEU information included in the course.

Q: When I launch a course it says "Loading" but never does.
When I launch a course, it says "Loading" but never does. How do I fix this?

A: This is an issue with Java. To fix it you will need to un-install whatever Java you currently have on your computer. Then go to http://www.java.com/en and download the newest version of Java and install it on your computer. Restart your computer then try accessing the course again. We know that some people do not have privelages to install software on their comptuer. You will need to contact your IT department to do this.

Q: Why can't I view my certificate?
Why can't I view my certificate?

A: Certificates are available in PDF format. They are viewable and printable using Adobe Acrobat Reader. This is a free download at http://get.adobe.com/reader/

Q: My transcript shows more attempts than I did to take the course, can you delete the other attempts?
My transcript shows more attempts than I did to take the course, can you delete the other attempts?

A: This is something that happens when you have technical difficulties with the course. Unfortunately this is not something that we can change. However, the number of attempts don't count against your score.

Q: When I take the test, the screen freezes
When I take the test, the screen freezes.

A: A solution to this problem is to clear out the cache on your computer. You’ll need to do this in two places. First will be in your internet browser. Go to Tools --> Internet Options --> In the middle of the box click on Delete Files --> Close your browser. Next you’ll need to delete your cache from Java. Go to your control panel --> Double click on Java (coffee cup icon) --> Click on Delete Files --> Leave all file types checked and click OK --> Close the Java window and your control panel. Now open your browser again and log into the LMS and launch the course. When it asks if you want to return to the place you left off, say no. You never want to return to where you left off. The system doesn't remember your answers and if you click Done, you'll end up getting a failing score.

Q: I receive a Java error message. How do I fix this?
I receive a Java error message. How do I fix this?

A: First: In Internet Explorer, go to Tools/Internet Options/Advanced tab then scroll down to the Security section and check the box next to "Allow active content to run in files on My Computer"

Second: If you don't have Java on your computer, you can go to http://www.java.com and download the latest Java file

Q: What is the Trust Tegrity message?
What is the "Trust Tegrity" message for?

A: Some viewers will be prompted with the "trust Tegrity" message box when viewing the lectures for the first time. This step is necessary in order to all the Tegrity Java components to be downloaded.

Q: I have a question that is unanswered in the FAQ's. Where can I send my question?
I have a question that is unanswered in the FAQ's. Where can I send my question?

A: On the main page of the support website, click on Submit a Problem. Fill out the form completely and click "Submit your problem". Someone will contact you about your question.

Q: Who do I contact with technical problems or questions?
Who do I contact with technical problems or questions?

A: If you have any technical problems, contact the system administrator at trdirect@tulane.edu