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I'm having trouble playing the audio.
The most common cause of audio issues is that your browser has stopped communication with the audio service.
If you keep continuously signed into your Kettering account for more than 18 hours,
the audio streaming connection will time out. You can easily resolve the problem by signing out of your Kettering account and then signing back in. This action will reset the streaming service connection.
A second issue, especially if you have listened to audio in the past, is that you probably have old cookies or cached pages that need to be removed.
Sign out of your Kettering account. In your browser settings, we recommend clearing session cookies and clearing cached pages. Close your brower (all tabs and instances of the browser).
Finally, open your browser and sign into your account on our website. Audio streaming should be restored.
You can test our audio and see if you're using the best version of your browser by going to our audio test page.
You should be signed into your account when running the audio test since a connection to our audio service is established when you sign in. On the audio test page, click the play button on the audio player to see if
a simple link to the audio can be established. If you can hear the audio, click the "Second Audio Test" link. Pay close attention to the Streaming Audio Cookie Status. If you are signed in,
it should have a status of 'Streaming Audio Cookies Available'. If not, then your browser is probably preventing cookies, which are required for the audio stream.
You'll need to change settings in your browser to allow cookies.
Sometimes the way a browser is set up can prevent a web page from displaying properly or the audio from streaming. To determine whether the browser is the issue, try signing in with a different browser.
If each browser behaves the same way, then you may have an issue with the internet connection or network security.
Some institutions, such as hospitals, put restrictions on their network for security reasons. This can affect whether audio streaming will work. If you are able to verify that the audio is working outside
the institution (i.e. not using the institution's network) and/or using a mobile device with its own data plan (i.e. not using the institution's wifi),
then the audio issue is most likely related to the restrictions implemented by the institution.
There usually isn't much that can be done about this; however, we are willing to work with the institution's network security team to determine if there is a way to provide access to the audio.
If the audio seems to stutter when it first starts playing, you may want to tap the pause button and wait while the audio
buffers for a few seconds. After a short period of time, the audio should be buffered enough that it will no longer stutter,
provided you have a good internet connection.
If you're able to play the audio but it seems to stop playing after a certain period of time, it may be because your internet connection cannot keep up with
the stream of audio we're sending from our server. This might happen, for example, if you have a wifi connection with several devices and/or computers competing
for bandwidth. You'll want to have a good internet connection so the audio won't be interrupted.
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I'm signing in, but the system doesn't seem to recognize me.
If the system is accepting your username and password, but you don't seem to be able to access your tokens or online components within your account, you may be using a browser that is preventing
session cookies from being stored on your computer or mobile device. Determine which browser you are using and then do one of the following to solve this problem:
- Internet Explorer - Click the Tools menu option or icon (it looks like a gear wheel), then select Internet Options. On the popup window, select the Privacy tab at the top, then click the Advanced button.
Either uncheck the box "Override automatic cookie handling" or make sure the box "Always allow session cookies" is checked.
- iPhone, iPad - We recommend using Safari when on your iPhone or iPad. If you are having problems signing in while using Safari, please do the following.
From the Home menu on your device, click the Settings icon. Scroll down and tap Safari. Under the Privacy & Security section, tap Block Cookies. Make sure Always Block is NOT checked. Any of the other
options should allow the session cookies needed to sign into our website.
- Chrome - Click the Maintenance icon in the upper right (appears as 3 short lines in a stack), then click Settings. Scroll to the bottom and click on the link "Show advanced settings...".
Under the Privacy section, click
on the Content Settings button. Under Cookies, make sure the option "Block sites from setting any data" is NOT checked by selecting a different option.
- Android device - We recommend using Chrome or Mozilla on your Android device. If you're using Chrome, while in the browser, click the menu/settings option on your phone.
Scroll down and tap Settings. Scroll down and tap Content Settings. Make sure the "Accept Cookies" box is checked. If you're using Mozilla, while in the browser, click the menu/settings option on your phone.
Scroll down and tap Settings. Scroll down and tap Privacy and Security. Make sure the "Accept Cookies" box is checked.
- Safari - From the edit menu or maintenance icon in the upper right (it looks like a gear wheel), click "Preferences...". Make sure the Security tab is selected. Depending on the version of your browser,
you should see a section called either "Accept Cookies" or "Block Cookies". If you see Accept Cookies, make sure that the option 'Never' is NOT checked. If you see Block Cookies, make sure the option
'Always' is NOT checked.
- Firefox - Click the Maintenance icon in the upper right (appears as 3 short lines in a stack), then click the Options icon (looks like a gear wheel). Make sure the Privacy tab is selected. In the
History section, you can do one of several options. Select either "Remember history" or "Never remember history". If you prefer, you can also select "Use custom settings for history", but you'll need to make sure that
either the "Accept cookies from sites" box is checked or our website is in the list of Exceptions that allows cookies to be saved.
- Opera - Click 'Opera' in the top left, then select Settings. Select the Privacy and Security option from the menu. Under the Cookies section, make sure that
the option "Block sites from setting any data" is NOT selected.
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Why is the system telling me my username or password are incorrect when I try to sign in?
First, you can check the username and password by clicking the "Help Me Remember My Password" link on the sign-on page. We will send you a confirmation at the email address associated with your account.
If you have verified that you're entering the username and password correctly, then your internet browser may be trying to automatically sign you in using saved form information that is no
longer valid.
To prevent this, you will need to update your internet browser settings so that your browser does not automatically log you in. At a minimum, you should remove old cookies and saved form information.
We also suggest turning off the AutoComplete option to prevent this from happening in the future.
Here are some steps you can follow to accomplish this in Internet Explorer versions 6 & 7:
In Internet Explorer 6, select Tools from the menu bar, then select Internet Options from the drop-down menu. On the General tab, click the "Settings" button under Temporary Internet
files, then click the "Remove Cookies" button. On the Content tab, click the "AutoComplete" button under Personal information. When the AutoComplete Settings window appears,
make sure "User name and passwords on forms" is not checked. Also click on the "Clear Forms" and "Clear Passwords" buttons to remove any saved login information.
In Internet Explorer 7, select the Tools button on the top right, then select Internet Options from the drop-down menu. On the General tab, click the "Delete..." button under
Browsing History. On the new window which appears, you can click the "Delete Cookies...", "Delete Forms..." and "Delete Passwords..." buttons to clear any saved information that may be automatically
logging you in. On the Content tab, click the "Settings" button under AutoComplete. When the AutoComplete Settings window appears, make sure "User name and passwords on forms" is
not checked to prevent your password from being saved on your system.
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Why does the number of tokens on my account appear to be incorrect?
More than likely you are logged into an account that is different from the one under which you purchased your tokens. When you first log into your account, your username is displayed
below the token count. Make sure that the username is the one you are expecting. If not, then you may have multiple accounts on our website and your internet browser is
automatically logging you into a different account.
To prevent this, you should update your internet browser settings so that your browser does not automatically log you in. You may need to turn off the AutoComplete option and/or
remove old cookies that are remembering your account information.
Here are some suggestions:
In Internet Explorer 6, select Tools from the menu bar, then select Internet Options from the drop-down menu. On the General tab, click the "Settings" button under Temporary Internet
files, then click the "Remove Cookies" button. On the Content tab, click the "AutoComplete" button under Personal information. When the AutoComplete Settings window appears,
make sure "User name and passwords on forms" is not checked. You might also click on the "Clear Forms" and "Clear Passwords" buttons to remove any saved login information.
In Internet Explorer 7, select the Tools button on the top right, then select Internet Options from the drop-down menu. On the General tab, click the "Delete..." button under
Browsing History. On the new window which appears, you can click the "Delete Cookies...", "Delete Forms..." and "Delete Passwords..." buttons to clear any saved information that may be automatically
logging you in. On the Content tab, click the "Settings" button under AutoComplete. When the AutoComplete Settings window appears, make sure "User name and passwords on forms" is
not checked to prevent your password from being saved on your system.
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Why aren't the history frames displaying properly for my clinical simulations?
Make sure that your browser options are set to always look for newer versions of stored pages when you access a web page.
To do this in Internet Explorer 6, select Tools from the menu bar, then select Internet Options. On the General tab, click the "Settings" button under Temporary Internet files.
Make sure that the "Check for newer version of stored pages" option is set either to "Automatically" or "Every time you visit the web page".
In Internet Explorer 7,
select the Tools button on the top right, then select Internet Options from the drop-down menu. On the General tab, under Browsing History select the "Settings" button.
Make sure that the "Check for newer version of stored pages" option is set either to "Automatically" or "Every time you visit the web page".
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Why aren't the graphical images for specific questions being displayed properly in the module?
Certain graphics will not display properly using AOL or other proprietary browsers. If you are experiencing problems, try accessing our website using one of the following browsers
with which we have tested our system: Internet Explorer, Edge, Chrome, Firefox, Safari or Netscape.
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Why am I getting the error: "Sorry, you do not have permission to access this page"?
This is most likely due to the fact that your session has timed out. A session is a communication between your browser and our server. After 30 minutes of inactivity,
the server automatically disconnects your session. You will need to sign back into your account to continue.
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Why does my audio stutter? Why isn't my audio streaming properly to my browser?
There are a number of possible reasons.
If you are using wifi, there is sometimes interference in the communication or limited bandwidth that prevents a good audio stream. This is usually temporary.
When it does happen, you may want to use another wifi connection or consider connecting to our site with a direct (cable) connection.
Your bandwidth might also be reaching its max, especially if you are sharing your internet connection among multiple devices who are streaming large amounts of data.
If the problem persists, remember you created a login and password that is good from any computer with internet access,
so you may want to consider using a friend's computer with high-speed access, or the public library.
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