Troubleshoot downloading files or assessments from the OLS Microsoft Users

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1 Troubleshoot downloading files or assessments from the OLS Microsoft Users Table of Contents Identify the download problem 2 Problems downloading a PDF 2 Clearing Your Cache 2 Internet Explorer Internet Explorer 7 3 Internet Explorer 8 4 Allow Pop-ups and add OLS to Exceptions List 5 Windows Internet Explorer 7 and Windows Internet Explorer 8 5 Add a website to the list of trusted sites 6 Internet Explorer Internet Explorer 7 7 Internet Explorer 8 9 Add OLS to your Internet Security Firewall 9 Yahoo 7 Toolbar 10 Google Chrome 11 Uninstall instructions for Windows 11 How can I get further help? 11 Troubleshoot downloading files or assessments from the OLS - Mac Users 1 New South Wales Technical and Further Education Commission, 2013 (TAFE NSW WSI), Version 2, August 2015

2 Identify the download problem Try to identify the extent of your download problem. If you do not have the correct software, you will not be able to download files. Refer to Software requirements below. Can you download assessments for other subjects? Can you download from OTHER websites? If you are only experiencing a problem with one particular file download (and can download other assessments), please contact your teaching section and advise there may be a problem with the link. It is essential that you refer to OLS > Getting Started > Technical Help > Computer requirements for information about minimum system requirements, suitable internet browsers, purchasing Microsoft Office at student rates and downloading other required software. If your computer does not meet the minimum specifications, you may not be able to download files. If you do not have the correct software, you will not be able to open files. Problems downloading a PDF Ensure that you have at least version 6.0 of Acrobat Reader loaded on your computer. You may see a blank screen after downloading the PDF file. If this is the case, you may need to "clear your cache (instruction provided below). Another solution to downloading and printing problems is to "save" the PDF file to your hard-drive and then open it from there (instead of opening it directly from the Internet). Refer to Adobe Reader Help and Support for additional trouble shooting assistance including: Can't download Adobe Reader Can't open a PDF Can't view a PDF on the web Printing problems Clearing Your Cache The cache is a Temporary Internet Files folder that contains a kind of travel record of items you have seen, heard or downloaded, including images, sounds, web pages, even cookies. You could be wasting a lot of hard disk space with unnecessary file storage. This can slow down your computer and even make it difficult to access some websites. It is recommended that you clean out your temporary internet files on a regular basis to free up disc space and ensure that you are viewing the most recent version of websites that you visit regularly. Note: Deleting everything can free hard disk space, solve problems with your web browser, and provide some additional privacy, but it might inconvenience you by removing information you might need on the Internet. For example, you will have to retype passwords that were previously stored on your computer. 2 Troubleshoot downloading files or assessments from the OLS - Microsoft Users

3 Internet Explorer On the Tools menu, click Internet Options 2. On the General tab, in the Temporary Internet Files section, click the Delete Files and Delete cookies... buttons. This will delete all the files that are currently stored in your cache. 3. Click OK twice Tip: You can adjust your Internet Explorer 6 settings to automatically clear the cache whenever you close Internet Explorer 6. Go to the Tools menu, and click Internet Options. Click the Advanced tab. In the "Settings" box, scroll down to the section labelled "Security," and click to check the box next to the "Empty Temporary Internet Files folder when browser is closed" option. Click OK to finish. This option does not delete cookies, but it will clear your cache of other files when you close your browser. Internet Explorer 7 1. On the Tools menu, click Internet Options. The Internet Options box should open to the General tab. Troubleshoot downloading files or assessments from the OLS Microsoft Users 3

4 2. On the General tab, in the Browsing history section, click the Delete... button. This will bring up the Delete Browsing History Box. Delete files... deletes Temporary Internet Files Delete cookies... deletes Cookies Delete history... deletes your browsing history 3. Click Yes and then click Close and OK again. Internet Explorer 8 1. In Internet Explorer, choose Tools from the: Menu or the Toolbar 2. Then choose Internet Options (last item on the list) 3. Then choose General tab, Browsing History, Delete 4. Then choose Temporary Internet Files, Delete files 4 Troubleshoot downloading files or assessments from the OLS - Microsoft Users

5 5. When prompted, choose Yes 6. When finished, choose Close, OK. 7. Back at the General tab, Choose Settings 8. Choose Check for new versions of stored pages Every time I visit the webpage. 9. Choose OK 10. Close the window. Allow Pop-ups and add OLS to Exceptions List Windows Internet Explorer 7 and Windows Internet Explorer 8 If you are unable to download content, it could be that Pop-Blocker is turned on. A pop-up is a small web browser window that appears on top of the website you're viewing. Pop-up windows often open as soon as you visit a website and are usually created by advertisers. When Pop-up Blocker is turned on, the Information bar displays a message saying: "Pop-up blocked. To see this pop-up or additional options click here." Troubleshoot downloading files or assessments from the OLS Microsoft Users 5

6 To allow pop-ups from the OLS: 1. Open Internet Explorer by clicking the Start button, and then clicking Internet Explorer. 2. Click the Tools button, click Pop-up Blocker, and then click Pop-up Blocker Settings. 3. In the Address of website to allow box, type and then click Add. 4. Click Close. Pop-up Blocker is turned on in Internet Explorer by default. To turn it off or to turn it on again if you've already turned it off, follow these steps: 1. Open Internet Explorer by clicking the Start button, and then clicking Internet Explorer. 2. Click the Tools button, and then click Pop-up Blocker. 3. Do one of the following: To turn off Pop-up Blocker, click Turn Off Pop-up Blocker. To turn on Pop-up Blocker, click Turn On Pop-up Blocker. Add a website to the list of trusted sites Only add a site to this zone if you trust that it would never cause harm to your computer. Internet Explorer 6.0 Add OLS website to the Trusted Sites. 1. Go the Web site you want to add to a zone. OLS website is 2. Press ALT+D to select the Web address, and press CTRL+C to copy it to the Windows Clipboard. This saves you from having to type it later. 3. On the Tools menu, click Internet Options. 4. Click the Security tab, and then click the security zone where you want to add the site: Trusted sites 5. Click the Sites button. See step 5 in the image below. 6. In the Add this Web site to the zone box, press CTRL+V to paste in the Web address. 7. Click the Add button. 8. Click OK twice. 6 Troubleshoot downloading files or assessments from the OLS - Microsoft Users

7 Tip: To see the list of Web sites you ve added to Trusted and Restricted sites, on the Internet Explorer 6 Tools menu, click Internet Options. Click the Security tab, and then click either Trusted sites or Restricted sites. Click the Sites button to see the list. When you re finished, click Cancel twice. Internet Explorer 7 Add OLS website to the Trusted Sites. 1. Open the Internet Options Dialog Box from the Tools menu 2. Click the Security Tab Troubleshoot downloading files or assessments from the OLS Microsoft Users 7

8 3. Select the Trusted Sites Zone and click on Sites 4. Add Sites to the Trusted Zone 5. Continue adding the sites you trust. When you are finished, click OK 6. Click OK to close the Internet Options dialog box. 8 Troubleshoot downloading files or assessments from the OLS - Microsoft Users

9 Internet Explorer 8 Add OLS website to the Trusted Sites. 1. Navigate to the website you want to add to a zone. OLS website is au 1. Click the Tools button, and then click Internet Options. 2. Click the Security tab, and then click the security zone where you want to add the site: Trusted sites 3. Click Sites. The website should be shown in the Add this website to the zone field 4. Click Add. 5. Click Close 6. Click OK. Add OLS to your Internet Security Firewall The settings in your Internet Security software may cause problems when using the OLS. The firewall within your Internet Security software prevents unauthorised data being transferred from and to your computer. If you are experiencing difficulty in viewing pages on our site, try adding the OLS to your Trusted Sites in your firewall application. Other commonly used terms for trusted sites include secure sites or managed sites. Always refer to the Help menu in the Internet Security software loaded on your PC for instructions on configuring your firewall. Here are guidelines for two commonly used firewall applications. Troubleshoot downloading files or assessments from the OLS Microsoft Users 9

10 In some Security Software programs, you may have to add the site through the parental control option. For example, in the McAfee filtered web site (parental control): 1. Click on Config on the right panel. 2. Click on the Advance button. 3. Click on Filtered web sites on the left had panel 4. Add the OLS url 5. Allow the website. Below are settings for Zone Alarm, which will give you an understanding of the process. The Site List is an exception list to your default privacy settings 1. Close all Internet browsers 2. Open ZoneAlarm 3. Click the Privacy Panel, Main tab, turn all items to Off. 4. Open your browser and make sure the site is working as expected. 5. Close your browser. 6. Turn your Privacy settings back to the settings you would like them 7. Click the Site List tab. 8. Open your browser to the web site that was not working (ie the OLS ). 9. ZoneAlarm will add the OLS to the Site List. 10. Right click on the OLS in the Site List and choose Options. 11. Remove the ticks from the Cookies, Ad Blocking, and Mobile Code tabs 12. Click OK. Note: You should shut down and restart your computer to activate the new settings. Yahoo 7 Toolbar This toolbar may block OLS downloads. If you have it installed on your computer, you should uninstall it. Option 1: From the Control Panel Option 2: Via the toolbar 1. Click the Windows "Start" button 1. Select Uninstall from the pencil button (Toolbar Settings). 2. Select "Control Panel" 2. Click "Uninstall" on the uninstall page. 3. Double-click on "Add/Remove Programs". 3. Close any open Internet Explorer Windows 10 Troubleshoot downloading files or assessments from the OLS - Microsoft Users

11 4. Click on the "Yahoo! Toolbar" entry 4. Due to Internet Explorer being integrated with Windows, you need to restart your computer to fully uninstall Yahoo 7 Toolbar 5. Click on "Change/Remove 6. Close any open Internet Explorer windows. Yahoo 7 Toolbar is now uninstalled. When you restart Internet Explorer, Yahoo! Toolbar will no longer be present. Google Chrome This toolbar may block OLS downloads and interfere with uploads to OLS. If you have it installed on your computer, you should uninstall it. Uninstall instructions for Windows You can remove Google Chrome like any other Windows program. Follow these steps: 1. Go to Start > All Programs > Google Chrome > Uninstall Google Chrome. 2. If you want to delete your user profile information, like your browser preferences, bookmarks, and history, select the "Also delete browser data" checkbox. 3. Select the default browser you'd like to use. 4. Click OK in the confirmation prompt. The uninstall process will begin. How can I get further help? If you are still having problems downloading documents, contact your Internet Support Provider (ISP) or your Technical Support person for further assistance. Troubleshoot downloading files or assessments from the OLS Microsoft Users 11

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