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1 Troubleshooting Guide Forgot your Username or Password? Are you having trouble logging in with a Username that contains special characters or spaces? Can t launch a course in InfoComm University? Can t view/print course completion certificate? Can t find how to access an online course after completing it? Forgot your Username or Password? Request your InfoComm International username and password here. Are you having trouble logging in with a Username that contains special characters or spaces? Special Characters and spaces are not permitted in your username. If you have special characters (tilde, apostrophe, umlaut, dash etc ) in your username, contact your InfoComm International Account Representative. Can t Launch a Course in InfoComm University? InfoComm University uses pop-up windows to display course content, in order to launch a course at InfoComm University; you must turn off your pop-up blocker. InfoComm University stores a session cookie in your browser, if you don t logout of InfoComm University after you finished your session you may experience trouble logging back in to InfoComm University. You will need to delete your browsing history to clear your browser cache and cookies in order to clear the session cookie

2 If using Internet Explorer Turn off pop-up blocker Select Internet Options from the Tools drop-down menu. Select the Privacy tab and uncheck the Turn-on Pop-up Blocker option. Delete browsing history Select Delete browsing history from the Tools drop-down menu. Select the Preserve Favorites website data and Cookies and website data and select Delete button. If using Mozilla Firefox Turn off pop-up blocker At the top of the Firefox window, click on the Firefox button and select Options. Select the Content panel and uncheck the Block pop-up windows option.

3 Delete browsing history At the top of the Firefox window, click on the Firefox button and select History. Clear Recent History (Cookies and Cache). If using Google Chrome Google Chrome is not a supported browser at this time. If using Google Chrome, some of the features at InfoComm University may not function properly. For example, you will not be able to view/print your course completion certificate using Google Chrome. Turn off pop-up blocker At the top right of the Google Chrome window, click on the Customize and control Google Chrome option button and select Settings. Scroll to the bottom of the screen and select Show advanced settings Select Content settings under the Privacy settings. Scroll down until you locate the Pop-ups option. Select Allow all sites to show pop-ups option and select the Done button to save settings.

4 Delete browsing history While in Google Chrome Settings, select the Clear browsing data button. Select Clear browsing history, Clear download history, Delete cookies and other site and plug-in data, and Empty the cache.

5 Can t view/print course completion certificate? Use a supported browser such as Internet Explorer 7 or later, Mozilla Firefox 7 or later, or Apple Safari 5 or later. (Google Chrome is not a supported internet browser for InfoComm University; you will not be able to print your course completion certificate using Google Chrome.) If you are using Internet Explorer 10 or later You may experience problems with viewing/printing your course completion certificate. To correct this issue: Tap or click the Tools button, and then tap or click Compatibility View settings. Under Add this website, enter infocomm.org, and then tap or click Add. Select My Education History/CTS Renewal Transcript from the Home Screen. Select the Education History tab. Select Print Certificate of Completion (Note: You may need to change the Completion Date After field to access previously completed courses).

6 Can t find how to access an online course after completing it? 1. Click or tap on the My Education History/CTS Renewal Transcript button. 2. Click or Tap on the Education History tab. 3. Select or Tap on the Actions hyperlink for the course you want to view. 4. Select View Learning Assignments from the Actions bubble. 5. Click or Tap on the Launch button to launch the desired course.

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