Technical Information and Support
If you're taking one of our online courses, this page may come in handy. If you encounter a problem not listed, or need further assistance, please feel free to call.
| System Requirements for Online Courses - Please Note!
Our online courses are developed to run properly on the following systems*:
· Microsoft Windows 98 or later, running:
- Microsoft Internet Explorer 7.0+ (8.0+ recommended)
- Mozilla Firefox 1.5+
- Opera 9.0+
- Google Chrome
· Mac OSX 10.4+, running:
- Safari 2.0+
- Mozilla Firefox 1.5+
Note for tablet users: Currently, Apple® mobile devices such as iPad® DO NOT SUPPORT FLASH. However, Android® platform devices can support Flash content, and it is therefore possible to access our courses using Android® devices. Due to the range of devices, we are only able to offer limited technical support for mobile devices at this time.
We also suggest the following minimum equipment:
· Sound card and speakers/headphones
· 56K modem or faster
* Online courses may work on other operating systems and other web browsers; however, due to the wide range of possibilities, we are unable to offer technical support for them.
Due to their small screen size and other limitations, we do NOT recommend accessing our online courses using a mobile hand-held device such as a smart phone.
- Click the Log In button at the top right corner of the Rockwell home page.
- Enter your user number (or email address) and password. Remember, passwords are case-sensitive.
- At your Welcome Page, click on your course title to begin.
Course Information: The first time you open your course, a "Welcome" page appears. This page contains important information about the functionality of your course. Read this page carefully before you click the "Click here to begin" button. The key points discussed on this page are:
- Use the Back, Replay, and Next buttons located in the bottom right corner of your course window to navigate through the course. (Do not use the Back or Next buttons that appear on the top of the Internet browser.)
- Click on the Course Navigator button to jump to various topics or exercises in the course. Click on the Course Navigator button to jump to various topics or exercises in the course.
- Click the Main Menu button to log off the course properly.
- All quizzes are timed. The quiz clock warns you if you're about to run out of time.
- Final exams are timed. The time limit includes both the time you take to complete the exam and the time you spend reviewing the exam. Watch the clock that appears in the exam interface to see how much time you have left on each attempt.
- Normal courses must be completed within six months from the date you enroll. Time limits for community college courses are dictated by each college.
- If you do not navigate in your course (click the Next or Back button) for 15 minutes, your session will expire and you will need to log into the course again.
Technical support is available free of charge, from 8:30AM to 5:00PM (Pacific) Monday through Friday by calling (800) 221-9347.
Cannot Access the Website
- Make sure your internet security software, if any, is not blocking access to the website.
- Make sure your Privacy settings in your web browser are not set to the highest setting. This can block websites that are not set as "trusted" sites.
Receiving Error Messages
If you receive an error message while trying to perform an action within the online course, the first action you can take is to clear your temporary Internet files. Clearing the files stored on your computer may clear out a file that's causing the error.
Clearing temporary files is different on every browser, and even between versions of the same browser. However, the basic steps are:
- Find the "Tools" panel in your browser. Sometimes this is an icon that looks like a gear, a hammer and screwdriver, or a button that says "Tools".
- Find the option named "Temporary Internet Files" or "Cache".
- Delete temporary files. (If given the option, you can un-check "Cookies" and "History"; these do not need to be deleted)
It may be easiest to search the Internet or your browser's Help for more detailed steps.
We also suggest trying a different browser. If you're using Internet Explorer, try using Firefox to see if the problem persists. Firefox or Google Chrome can be downloaded for free and installed in a few minutes.
If you still receive an error message after this step, it is best to call us for help. Please be prepared to tell us the text of the error message and the page you were on when you call.
Problems with Adobe Flash Player
If you are not hearing the voice of our animated character, or if animated frames are not displaying correctly, you may be having a problem with Flash Player. Follow this checklist:
- Make sure you're on a supported platform. Apple iPads do not support Flash Player. They are not compatible with most of our online courses, as stated in the System Requirements.
- Make sure your computer's sound is functioning. Load a video from YouTube.com, for example, and make sure you hear sound.
- Make sure your course is not in Accessible Mode. If you turned on Accessible Mode from your User Menu, you will MISS CONTENT unless you are also running a screen reader program. Accessible Mode is intended for vision-impaired students using screen reader technology.
- Your Internet security software might be blocking Flash Player from operating fully. Check your software documentation for any notes about enabling Flash Player.
- Your Flash Player plug-in might need to be updated.
- Go to www.adobe.com.
- Click the link for "Adobe Flash Player"
- Follow their instructions for installing Flash Player. You can opt out of any extra toolbar options they offer.
Text Not Fitting On Screen
If you are not able to see all the text in a frame, try the following steps:
- Right click on your desktop and then choose "Properties".
- Click on the "Settings" tab at the top.
- Make sure your screen resolution is set at 800x600 or larger.
- Click on the "Advanced" button. Make sure your DPI setting is set to Normal 96 dpi. (Large font 120 dpi may cause the text to run off the frame)
- Click "OK".
Online Course is Slow
We do our best to ensure that our web servers are always running smoothly. Under normal conditions, all online courses should load very quickly. In rare cases (such as when there is unusually high traffic or during an automatic update), there may be temporary slow-downs. If you encounter slow response times, follow this checklist:
- If possible, close the course window and wait a few minutes. When you come back, the temporary problem causing the slow-down will likely be resolved.
- If the problem persists, your computer or router may be having a problem.
- Routers can easily be reset, usually by unplugging their power supply, waiting a few seconds, and plugging it back in. If your Internet Service Provider has provided you with specific instructions on rebooting your router, follow those instructions.
- If the router reboot did not help, you can try to reboot your computer.
- You can try a different web browser to see if the problem is browser-related. Some browser-specific plug-ins can interfere with page loading.
If the problem persists, it's best to call us while the slowdown is happening, so we can help troubleshoot with you.
Installation Instructions for Adobe Reader
If you are having problems viewing the Textbook Review feature in the Cram course, or are getting blank pages when you try to print your online course certificate, follow these steps:
- Determine if you have Adobe Reader installed on your computer. Open Control Panel and then "Add or Remove Programs". (this step will vary on a Mac) If the application is not listed there, proceed to Step 2.
- Go to www.adobe.com.
- Click "Adobe Reader" under the Download section.
- Follow Adobe's instructions for installing the Reader.
- Return to your Rockwell course.
If you are still experiencing problems, call Rockwell Tech Support at (800) 221-9347, or email us. Technical support is available free of charge, from 8:30AM to 5:00PM (Pacific) Monday through Friday.