Troubleshooting Guide for NFA/NWCG Online Users

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1 Troubleshooting Guide for NFA/NWCG Online Users (This guide has been created to help you identify and resolve basic problems you may experience with NFA/NWCG Online. The Table of Contents on page 2 is interactive. You may click on the issue and go directly to the resolution page. The file is also set up with bookmarks to the left of the document. Click on the bookmark and go directly to the resolution page.) NOTE: If your issue is more detailed and has not been covered here or you have been unable to resolve it, please send an describing your issue along with your name and User ID to Please allow up to 24 to 48 hours for your to be processed. Page 1

2 Table of Adding a Course to Your To Do List... 3 Forgot Password... 4 Forgot User ID... 5 Internet Explorer 10 (IE10)... 6 New Registrations or Receiving No Account Currently Exists... 7 Printing Your Completion Certificate Requesting and/or Printing Your Transcript (NFA Specific Courses) System/Software Checker Page 2

3 Adding a Course to Your To Do List IMPORTANT NOTE: If your account has just been created or reactivated, allow one (1) hour for your course catalog to attach to your profile. After one (1) hour has passed, you may begin to look for and assign courses in your catalog. 1. You may browse the catalog by selecting CLICK TO BROWSE CATALOG link or you may type in a course title or course code to locate a specific course. 2. Once you have located a course you wish to take, you may either: a. Click on the course title link and then select the blue Add to To-Do List block or the Start Course link. NOTE: This option will actually open that specific course. If you do not wish to start the course immediately, you may return to your HOME page by selecting the green HOME tab at the top of the screen. You can then go back to your Search catalog pod and select more courses if you wish. b. Select the Add to To-Do-List or Start course link to the right hand side of the course title. NOTE: This option will allow you to add the course to your To- Do-List while staying within the course catalog. This way you may select multiple courses without having to reenter the catalog. Page 3

4 Forgot Password 1. Select the "Forgot Password?" link located under the login box on the main login page. 2. Enter your User ID in the field provided and select the Submit button. 3. Enter the answer to your security question* in the field provided and select the "Submit" button. NOTE: Once submitted, you will receive an auto-generated with a temporary password enclosed within a few minutes. Please remember that passwords are case sensitive. If you do not receive a temporary password within this time period, please verify that the was not inadvertently redirected to your spam folder. ** If you cannot remember the answer to your security question or cannot reset your password, please send an to so that it can be reset for you. Page 4

5 Forgot User ID 1. Select the "Forgot User ID?" link located under the login box on the main login page. 2. Enter you (the one you have associated with your NFA Online account) and select the Submit button. NOTE: If the system recognizes the account, you will immediately be returned to the log in screen and the system will automatically populate your User ID in the User ID field. If the system does not recognize the you submit, please try again. You also may contact the Help Desk at to request your User ID. Page 5

6 Internet Explorer 10 (IE10) Due to issues we encountered during the testing process, it is HIGHLY recommended that you do not use Internet Explorer 10 when accessing our courses. We suggest that you upgrade to Internet Explorer 11 or use a different browser (Firefox, Chrome, Safari, etc.) Page 6

7 New Registrations or Receiving No Account Currently Exists NOTE: If you created your account prior to June of 2007 you will need to create a new account. You can register with NFA/NWCG Online at: 1. Please select the Need to Register? link under the login box to complete the registration form. 2. You will need to select a domain (USFA or NWCG) in which you would like your account to reside. NWCG = National Wildfire Coordinating Group courses and Federal Wildland Fire Fighters USFA = United States Fire Administration s National Fire Academy (NFA) courses. Page 7

8 3. Create your password. Please see password requirements below. 4. Create a security question and answer. NOTE: Answers will be case sensitive. 5. Complete the Contact Information portion. NOTE: All items having asterisks beside them are required fields that MUST be filled out. 6. Enter your Employee Information. NOTE: All NFA students must acquire a FEMA Student Identification Number (SID). The FEMA SID must be entered as 10 digits. If your assigned SID number is only 9 digits, please add a zero (0) to the beginning of your SID number when you enter it. Page 8

9 NOTE: If you do not have a FEMA SID number, click on the blue hyperlink below the SID box or After obtaining your SID number you will need to return to the NFA/NWCG Online registration page to complete the application process. 7. Complete the Organizational Information portion. 8. Once you have completed the registration form (all asterisked items must be filled out), click the Submit button. If you were successful in completing the registration without any errors, you will be provided your User ID immediately. PLEASE PRINT THIS PAGE FOR YOUR RECORDS. An confirming your successful completion will also be sent to you. NOTE: If information is missing from your registration, you will receive an error message at the top of your screen detailing the problem. A few of the registration fields automatically default back to being empty so please look the fields over carefully as you reenter your information. If at any time your registration page freezes or you cannot get the dropdown selectors to work properly, please refresh/reload the page. (Internet Explorer example) (Firefox Example) Page 9

10 Printing Your Completion Certificate To print your completion certificate please follow the steps listed below: 1. Log in to your NFA/NWCG Online Account. 2. Under the Completed Work pod, click on the View All button. 3. Once you see the list of completed courses, you may either select the Print icon on the right hand side of the course (see arrow below) or click on the course title and a pop up window will appear (see second screen shot below) and then you may select Print Certificate. NOTE: It may take a few minutes to generate your certificate. (DO NOT CLOSE THE PAGE. The report will automatically cancel if you close the page.) Page 10

11 Requesting and/or Printing Your Transcript (NFA Specific Courses) 1. Log in to your NFA Online account. On your Home Page, under the Easy Link pod, click the down arrow to expand the pod, then scroll down until you find the Reports link. 2. Clicking the Reports link will take you to the Reports page: 3. Click the Plus-sign to expand the Completed Work text and then, click the blue, Completed Work link: Page 11

12 4. The following Reports dialog box will appear after a short time. You can type in inclusive dates prior to running the report if you wish but, if you merely want a summary of completed courses with their respective status simply click the Run Report button. However, if you want to print your transcript, ensure that you change the Report Destination filed to Local File and the Report format to PDF prior to clicking the Run Report button. 5. You ll see this Please wait message as the report builds: Page 12

13 6. You ll then see this Opening report dialog box. You can either click the radio dial Open with selection that will open the report with the default Adobe Acrobat reader or choose the Save File radio dial that will save your report to a location on your PC/laptop. Click the OK button. Page 13

14 8. Finally, the report will appear. Since the report was run as a local file and built in a.pdf format, you ll be able to use the print function in Adobe Reader to print your transcript if that s what you want to do. Look for the printer icon towards the middle of the Adobe Acrobat toolbar. NOTE REGARDING COLLEGE CREDIT: In order to receive an official transcript for college credit, you must first go to the American Council of Education (ACE) website: and request a transcript. ACE will then send a request to the National Fire Academy for your official transcript. Page 14

15 System/Software Checker Before you get started, please click on the Check System link in the upper right hand corner of your HOME page to ensure the software and browsers installed on your computer are compatible. Your results will be displayed and any issues will be identified. Page 15

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