1. Can you access the login screen for Blackbaud s online learning environment Centra?

Transcription

1 General Trubleshting Guide Imprtant Ntes 1 We recmmend yu prepare fr yur nline instructr-led class at least TWO DAYS BEFORE the class date. 2 If yu encunter any prblems, this guide allws yu t trublesht them s yu can enjy yur learning experience. 1. Can yu access the lgin screen fr Blackbaud s nline learning envirnment Centra? Yes. G t questin 2. N. D yu have the cnfirmatin fr yur nline instructr-led class? Yes. In the cnfirmatin , under sectin B. Day f Training, number 2, click the link t access yur class web site. N. Click here t access the web site. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. G t questin D yu knw the lgin ID and passwrd t lg in t yur class? Yes. G t questin 3. N. D yu have the cnfirmatin fr yur nline instructr-led class? Yes. In the cnfirmatin , under sectin B. Day f Training, number 3 includes yur lgin ID and passwrd. N. Yur lgin id is the site id f yur rganizatin and yur last name withut spaces (fr example, 2347Smith). If yu dn t knw yur rganizatin s side id, check with yur IT r Accunting department. Yur passwrd is centra. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. G t questin 3. Blackbaud Distance Learning [email protected] r , ptin 3 1

2 General Trubleshting Guide 3. Des smne else s infrmatin currently display in the lgin and passwrd fields? Yes. T reslve this prblem, yu shuld delete temprary internet files and ckies frm Internet Explrer. Temprary internet files are cpies f web pages stred n a cmputer by yur internet brwser. A ckie is a small text file with a unique ID tag that is placed n yur cmputer by a website. This enables yu t revisit the website days r weeks later and the site recgnizes yu as a previus visitr because f the ckie n yur cmputer. Frm Internet Explrer: Click Tls Select Internet Optins On the General tab click Delete in the Brwsing Histry sectin Click Delete files in the Temprary Internet Files sectin Click Yes when prmpted Click Delete ckies in the Ckies sectin Click Yes when prmpted Click Clse Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. N. G t questin 4. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. G t questin 4. Blackbaud Distance Learning [email protected] r , ptin 3 2

3 General Trubleshting Guide 4. Can yu lg in t Blackbaud s nline learning envirnment and view the My Schedule page? Yes. G t questin 5. N. There are 3 steps yu can take t try and reslve this prblem. (1) Remve Temprary Internet Files and Delete Ckies T reslve this prblem, yu shuld delete temprary internet files and ckies frm Internet Explrer. Temprary internet files are cpies f web pages stred n a cmputer by yur internet brwser. A ckie is a small text file with a unique ID tag that is placed n yur cmputer by a website. This enables yu t revisit the website days r weeks later and the site recgnizes yu as a previus visitr because f the ckie n yur cmputer. Frm Internet Explrer: Click Tls Select Internet Optins On the General tab click Delete in the Brwsing Histry sectin Click Delete files in the Temprary Internet Files sectin Click Yes when prmpted Click Delete ckies in the Ckies sectin Click Yes when prmpted Click Clse Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. If this didn t reslve yur prblem, mve t step 2. Blackbaud Distance Learning [email protected] r , ptin 3 3

4 General Trubleshting Guide (2) Disable the prxy server A prxy server is a cmputer r applicatin prgram that intercepts requests frm yur cmputer when yu access websites n the internet. Frm Internet Explrer: Click Tls Select Internet Optins Select the Cnnectins tab Click LAN Settings in the Lcal Area Netwrk (LAN) settings sectin Unmark the Autmatically detect settings checkbx Unmark the Use a prxy server fr yur LAN checkbx Click OK Click OK Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. If this didn t reslve yur prblem, mve t step 3. (3) Remve any installatins f the Centra sftware. Centra is Blackbaud's nline learning envirnment and it is pssible the sftware is crrupted. Frm yur cmputer desktp: Click Start Select Cntrl Panel Duble click Add r Remve Prgrams Select Centra Client Click Change/Remve Click Yes when prmpted After yu uninstall Centra yu shuld restart yur cmputer and then try t lg in t yur nline instructr-led class again. Next time yu lg in t Blackbaud s nline learning envirnment, the Centra sftware will autmatically install t yur cmputer. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. G t questin 5. Blackbaud Distance Learning [email protected] r , ptin 3 4

5 General Trubleshting Guide 5. D yu see the class yu are scheduled fr listed n the My Schedule page? Yes. G t questin 6. N. If yu select the Past tab, is yur class listed in the grid? If yur class is listed, yu may have missed the class and will need t reschedule. If yur class is nt listed, yu may nt have been registered fr the class. Fr assistance in reslving this issue, please call , and select ptin 3. Yu can als [email protected]. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. G t questin Are yu able t enter yur class after yu click the Attend link? Yes. G t questin 7. N. Are yu getting a C++ errr? Yes. T reslve this prblem, yu need t disable the prxy server. A prxy server is a cmputer r applicatin prgram that intercepts requests frm yur cmputer when yu access websites n the internet. Frm Internet Explrer: Click Tls Select Internet Optins Select the Cnnectins tab Click LAN Settings in the Lcal Area Netwrk (LAN) settings sectin Unmark the Autmatically detect settings checkbx Unmark the Use a prxy server fr yur LAN checkbx Click OK Click OK Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. N. There are 3 steps yu can take t try and reslve this prblem. Blackbaud Distance Learning [email protected] r , ptin 3 5

6 General Trubleshting Guide (1) Remve Temprary Internet Files and Delete Ckies T reslve this prblem, yu shuld delete temprary internet files and ckies frm Internet Explrer. Temprary internet files are cpies f web pages stred n a cmputer by yur internet brwser. A ckie is a small text file with a unique ID tag that is placed n yur cmputer by a website. This enables yu t revisit the website days r weeks later and the site recgnizes yu as a previus visitr because f the ckie n yur cmputer. Frm Internet Explrer: Click Tls Select Internet Optins On the General tab click Delete in the Brwsing Histry sectin Click Delete files in the Temprary Internet Files sectin Click Yes when prmpted Click Delete ckies in the Ckies sectin Click Yes when prmpted Click Clse Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. If this didn t reslve yur prblem, mve t step 2. (2) Disable the prxy server A prxy server is a cmputer r applicatin prgram that intercepts requests frm yur cmputer when yu access websites n the internet. Frm Internet Explrer: Click Tls Select Internet Optins Select the Cnnectins tab Click LAN Settings in the Lcal Area Netwrk (LAN) settings sectin Unmark the Autmatically detect settings checkbx Unmark the Use a prxy server fr yur LAN checkbx Click OK Click OK Click Clse Clse and repen Internet Explrer and then try t lg in t yur class again. If this didn t reslve yur prblem, mve t step 3. Blackbaud Distance Learning [email protected] r , ptin 3 6

7 General Trubleshting Guide (3) Remve any installatins f the Centra sftware. Centra is Blackbaud's nline learning envirnment and it is pssible the sftware is crrupted. Frm yur cmputer desktp: Click Start Select Cntrl Panel Duble click Add r Remve Prgrams Select Centra Client Click Change/Remve Click Yes when prmpted After yu uninstall Centra yu shuld restart yur cmputer and then try t lg in t yur nline instructr-led class again. Next time yu lg in t Blackbaud s nline learning envirnment, the Centra sftware will autmatically install t yur cmputer. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. Blackbaud recmmends yu cntact yur IT deparatment r internet service prvider fr additinal assistance. Click here t find a list f recmmendatins frm Micrsft that might help reslve yur prblem. 7. Can yu hear the instructr? Yes. It is pssible this trubleshting guide des nt address yur prblem. Blackbaud recmmends yu cntact yur IT deparatment r internet service prvider fr additinal assistance. Click here t find a list f recmmendatins frm Micrsft that might help reslve yur prblem. N. T maximize audi quality, yu shuld run the Centra Audi Wizard befre attending any nline instructr-led class. Audi suggestins: Use a high quality headset, micrphne, and speakers. Adjust the ON/OFF vlume cntrl n yur speakers t set the best audi vlume level. Experiment with yur micrphne by speaking at different vice levels and distances frm the micrphne until yu find the best quality. Click here t pen and print sme additinal trubleshting tips. Did this reslve yur prblem? Yes. Great! Yu have successfully reslved the issue yu were having attending yur nline instructr-led class. Enjy yur learning experience! N. Blackbaud recmmends yu cntact yur IT deparatment r internet service prvider fr additinal assistance. Click here t find a list f recmmendatins frm Micrsft that might help reslve yur prblem. Blackbaud Distance Learning [email protected] r , ptin 3 7

8 General Trubleshting Guide Blackbaud Distance Learning r , ptin 3 8