Virtual Learning Environment. Internet Explorer Browser Connectivity Troubleshooting

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1 Virtual Learning Environment Internet Explorer Browser Connectivity Troubleshooting This document is for Ultimate Software use only. No part of this document may be reproduced in any form or by any means, or stored in a database or retrieval system without the prior written authorization of The Ultimate Software Group, Inc. Information in this document is subject to change without notice The Ultimate Software Group, Inc. UltiPro is a registered trademark of The Ultimate Software Group, Inc. All other company and product names referenced herein are the trademarks and registered trademarks of their respective holders. Liability/Disclaimer The Ultimate Software Group, Inc. makes no representation or warranties with respect to the accuracy or completeness of the content of this document and specifically disclaims any responsibility or representation for other vendor s software. The terms and conditions of the license, intersourcing, or other agreement regarding the software or services provided by Ultimate Software, which is the subject of the documentation contained herein, govern this document. 1 P a g e

2 The Virtual Learning Environment supports IE 7, 8, natively (and IE 9, 10, 11 with compatibility mode) using Active X. The VLE also supports any browser that has JRE 6 or 7 that can run the necessary webrdp.java client. This includes: IE, Chrome, Firefox and Safari. If not attempted already, a first step to troubleshooting can be accomplished by running the self-service utility provided in the link below ( it must run under the STUDENT's ID ): https://learn.ultimatesoftware.com/questcap/public/urt/vle_checklist.html If you have already tried it and it did not solve your connectivity issue, please refer to the STEP by STEP guide below. 1. FIREWALL (Please contact your IT department on this step) Allow connections to learn.ultimatesoftware.com ( ) and learn-ura.ultimatesoftware.com ( ) through the firewall and proxy using ports 80,443 and TRUSTED SITES Add *.ultimatesoftware.com to your trusted sites in Internet Explorer. 2 P a g e

3 3. POPUP BLOCKERS AND TOOLBARS On Internet Explorer -> Tools -> Internet Options (The recommended version of IE is the 32-bit version of IE8 and IE9. Internet Explorer 10 and 11 can ONLY be used with compatability mode. Turn off Pop Up blockers by unchecking the Pop Up Blocker option or add *.ultimatesoftware.com to Addresses of websites to allow as shown below If you have Google or Yahoo Toolbars, you might need to turn off Popup Blockers for them as well Set to: Always Allow Pop-Ups from Ultimatesoftware.com 3 P a g e

4 4. ACTIVEX Our Self-Service utility helps you set the minimum secure settings to connect. However, in some cases, the existing configuration on the machine between the different security zones could be causing a conflict, preventing you from connecting to our training environment Change the following to allow all ActiveX components to install or at least prompt to install. This has to be done to BOTH your Internet Zone and your Trusted Sites Zone ActiveX Controls to Configure 1. Allow previously unused ActiveX controls to run without prompt - Enable 2. Automatic prompting for ActiveX controls - Enable 3. Display video and animation on a webpage that does not use external media player - Enable 4. Download unsigned ActiveX controls - Enable 5. Only allow approved domains to use ActiveX without prompt - Enable 6. Run ActiveX controls and plug-ins - Enable Script ActiveX controls marked safe for scripting* - Enable 7. Automatic prompting for file downloads - Enable 4 P a g e

5 Compatability Mode (IE10 & IE11 ONLY) To turn on Compatibility View 1. See if the Compatibility View button appears in the Address bar. (If you don't see the button, there's no need to turn on Compatibility View.) 2. Tap or click the Compatibility View button to display the site in Compatibility View. Once you turn on Compatibility View, Internet Explorer will automatically show that site in Compatibility View each time you visit. You can turn it off by tapping or clicking the button again. Or, you can clear the entire list of sites using Compatibility View by deleting your browsing history. Another way to enable compatability mode Go to Tools Compatibility View settings Then add *.ultimatesoftware.com to compatability view 5 P a g e

6 Logging into the Virtual Learning Environment When you enter learn.ultimatesoftware.com in your browser you ll be taken the the Webpage below. (https://learn.ultimatesoftware.com/questcap/public/urt/vle_welcome.html) Please click the continue button, you may be asked to install a plug-in, if so we need to install it. 6 P a g e

7 The messages below may be displayed, please click ok and or Allow. You ll then be taken to a browser test page (https://learn.ultimatesoftware.com/questcap/public/urt/browsercheck.aspx) If there are any ActiveX objects yet to be installed, you should be prompted with an action yellow bar 7 P a g e

8 as shown below. Please install them, you might be prompted for your local IT Admin credentials to install. Once the browser tests have been completed you ll be taken to the logon screen. 8 P a g e

9 Enter your username and password that was issued to you by your instructor after you logged into the Webex portion. 6. SELF-SERVICE UTILITY Please browse to https://learn.ultimatesoftware.com and click on the "Step by Step Troubleshooting Guide link" to run the Utility If your unable to run the Utility, please contact your IT Department for Administrator approval and installation! Scroll to page 2 in the guide. 9 P a g e

10 6. TEST YOUR CONNECTION TO THE LEARNING ENVIRONMENT AGAIN If the browser test passed successfully, you can now test your connection to the learning environment, click on this link: https://learn.ultimatesoftware.com Enter the following user credentials and click on the Log On button Username: UltiTest Password: test P a g e

11 After login, you ll be presented with a new window, Please click on the Green "VIEW" button ( upper right corner ) If you experience any Connectivity Pop-ups, please allow them to continue by clicking on the connect or run button. You may be prompted to install a few plug-ins. We do need to install them. 11 P a g e

12 Select connect from the Remote Desktop Connection prompt This should take you to a Blue UltiUniversity Desktop. This confirms a proper connection, make sure to log off. To properly log off the test environment, select Start then Log Off 12 P a g e

13 Close out the launching Internet Explorer windows or tabs If you reached this page and passed both the Browser and Connection Tests, you are done! 13 P a g e

14 7. ADVANCED TROUBLESHOOTING IF YOU ARE STILL NOT ABLE TO CONNECT Re-enable ActiveX Controls Check to see if the RDP Active X control exists. Depending on the version of Internet Explorer, it may or may not be there. If it does exist, please enable it along with any Java or Microsoft Terminal server addon. 1. Open Internet Explorer and from the Tools menu, select Internet Options. 2. Select the Programs tab and click on the Manage Add-ons button at the bottom. 3. Select the Add-on Microsoft RDP client Control and click the radio button for Enabled. 4. Click OK and attempt to re-connect to a VM via RDP. 14 P a g e

15 More Troubleshooting 8. Re-install the Surgient/CAP control. If re-enabling does not resolve the issue, the next step is to remove the previously downloaded control and re-install that control. To remove the control: 1. Open Windows explorer and navigate to the c:\windows\downloaded Program Files directory. 2. Find the entry for Surgient URA Local Proxy client and delete it. 3. The next attempt to RDP to a VM will prompt to install the control. 4. Install the control and the user should now be able to use RDP. *If you are running Windows Vista, delete from the Manage Add ons in Internet Explorer Thank you for taking these proactive steps to ensure your connectivity to the Virtual Learning Environment. Your proactive steps will help to ensure a positive learning experience for you. 15 P a g e

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