How do I access my course with multimedia presentations on
my iPad or iPhone?
We are finding that consumer-grade wireless routers can block the multimedia
presentations or cause playback problems. Please try to connect to the Internet
without using wireless. If you are using wireless and are connecting through a
router at home, then try to make a direct connection to the modem using the
Ethernet cable from the modem that would normally plug into the wireless router.
Remove power from the modem for about 30 seconds and reboot your computer after
making this connection.
If that resolves your problem, then the router was
causing your difficulties.
Watching course videos in High Definition (HD) and sometimes in Standard Definition (SD) may require more bandwidth than is available at your location. Public wi-fi and networks within organizations may limit usage by restricting bandwidth severely after usage has exceeded preset limits. This can result in the course videos becoming unavailable. This issue is more likely to occur with HD rather than with SD. It is suggested that you try SD when in locations that may restrict bandwidth. If neither HD nor SD is possible, then it is necessary to change location - for example to a home Internet connection.
I am unable to log in to the course, although I am using the correct username
and password.
First, ensure that your username and password are correct and
that you are accessing the course site for which you are registered. Also check
whether your computer is inserting anything in front of your username, such as
the name of your computer or network. If it is, then type captus.com\ in front
of your username when you are entering it. If you have verified this information
and you are still unable to log in using Internet Explorer, then the problem may
be that the secure login we are using is being blocked by security measures in
your router, firewall or proxy server. Please use the following procedure to log
in using basic authentication and ignore any security warnings about your
credentials being sent in an unsecure manner.
1. Open Internet Explorer, click on Tools from the menu bar and select
"Internet Options".
2. Click on the "Advanced" tab and scroll to the bottom
for the "Security" group.
3. Uncheck the box for "Enable Integrated Windows
Authentication" and click on the "Apply" button.
4. Close all Internet
Explorer Windows and then open it again to access the course.
Please note that you may need to reset Internet Explorer to Enable Integrated
Windows Authentication in order to access Intranet websites that require a
secure login. If you have tried the above steps and you are still unable to log
in, then your browser may be automatically entering your local network domain
and/or your username and password for your local network. Please try the
following steps.
1. Open Internet Explorer, click on Tools from the menu bar and select
"Internet Options".
2. Click on the "Security" tab and then click on the
“Custom level” button.
3. Scroll to the bottom for the "User Authentication"
group.
4. Under “Logon,” check “Prompt for Username and Password” and click
on the "OK" button, to close the /Security Settings Window and save your
settings.
5. Click on “OK” to close the Internet Options /Window.
6. Close
all Internet Explorer Windows and then open it again to access the course.
The course websites work best with Internet Explorer 9 (or later) or Firefox
Version 32 (or later). If you are using IE9 or later but are still experiencing
difficulties, try adding the course website to the trusted sites list in
Internet Explorer.
To add the website as a trusted site:
1. Open Internet explorer.
2.
Click on "Tools", and then "Internet Options" from the menu bar.
3. Click on
the second tab "Security” in the Internet Options.
4. Click on "Trusted
Sites"
5. Set the security level for trusted sites at the "Default" level.
6. Click on the button "Sites". Uncheck the box "Required server verification
(https)...."
7. Type the following in "add this web site":
http://*.captus.com , then click on the "Add" button. Click on the OK button
twice.
8. Close your browser and re-open it before connecting to the course
website.
If the above procedure does not resolve the problem, you may have a local
firewall set up on your home system or perhaps you are trying to access from an
organization that has a firewall. These firewalls can prevent you from accessing
the course properly and generate such an error. In our experience this is the
most common cause of the problem you are describing. If you are accessing from
your home computer, and you have installed a software firewall, you may be able
to configure it to allow access to the interactive course components. However,
in some cases we have found that the firewall needed to be totally removed from
the computer. Even disabling it does not help.
If you are using Internet Explorer or Firefox that includes a pop-up blocker, you must set this feature to medium in order to fully access the course features. Access Tools > Pop-up Blocker > Pop-up Blocker Settings. In the "Filter Level" window, select "Medium..." In Firefox, choose "Options" under the Tools menu and the click on "Content" to enable pop-up windows.
If you are able to enter text but are having trouble pasting it in from your word processor:
First note that all registrations have a specified access period. Check whether your access has expired. Typically, you can determine this from your receipt or by entering your confirmation code from link on the registration page where you obtain your username and password. Also, ensure that your username and password are correct and that you are attempting to log in to the resource site for which you have registered. If you are seeing a window which indicates that you are already logged on, that means you were trying to access a different resource than the one for which you are registered. In this case, the solution is to access the correct resource. If you have verified this information and you are still unable to log in, then the problem may be that the secure login we are using is being blocked by security measures in your router, firewall or proxy server. Please see Frequently Asked Question 4 for procedures that may help to resolve the issue.
If you have registered for access to an online resource that requires you to obtain your Username and Password by entering your confirmation code on a form, then check for a link to have your confirmation code emailed to the address your provided when you registered for the course.
First, check the functioning of your computer's audio by playing audio locally to ensure your audio settings are correct.
First, be certain that you entered your password in lower case (the Caps Lock
must be off) and that you have waited sufficient time (up to one minute) for
your username and password to be validated. If that isn't the problem, then it
may be that your browser is outdated or not supported. We have found that
certain versions of Internet Explorer exhibit this problem. The preferred
browser to use for the course sites is Internet Explorer, Version 9, or later,
or Firefox 32 or later.
For Mac users, some older versions of the Safari browser may not enable you
to log on to the course and remain logged on without disconnecting. Please
update Safari or download and install the free Firefox browser from
http://www.mozilla.com/ to enable you to
maintain your logon.
Another reason why you may not be able to remain logged
in is that you are on an organizational network which prevents your browser from
automatically passing on the credentials to maintain your login. This problem
causes a login prompt to appear each time you click on a new link in the
website. You will need to contact your local IT help facility for assistance.
In order to download and/or view an Adobe PDF document from our website, you
need to have Adobe Acrobat Reader 9 or later installed in your computer. We
suggest that you open the Acrobat Reader prior to clicking on the link for
downloading the participant's manual.
If you don't have the Acrobat Reader version 9 or later installed, please download the latest version from their web site. The URL is: http://www.adobe.com/prodindex/acrobat/readstep.html
If you have the Acrobat Reader installed, but left clicking on the file
does not open it, or you are asked for a password and receive an error message
when entering it, then try the following:
If you are using Firefox Browser:
1. Right click on the link for the slides.
2. Select "Save Link As..." or
"Save Link Target As..."
3. A window will come up and ask you where do you
want to save the file. If not, it will be automatically saved to a default
location, probably your desktop.
4. After saving the file, open the file with
Acrobat Reader.
If you are using Internet Explorer:
1. Right click on
the link for the slide.
2. Select "Save Target As...".
3. A window will
come up and ask you where do you want to save the file. If not, it will be
automatically saved to a default location in your computer.
4. After saving
the file, open the file with Acrobat Reader.
The problem is possibly with the Safari browser. Please download and install the latest version of Firefox from http://www.mozilla.com and use it to access the site. This should resolve the issue.
If you are having a problem with the browser you ususally use, install the Puffin Browser app from iTunes.
Running a program, application or plug-in that constantly alters your IP address may result in the "401 Unauthorized" error to occur. To remedy the error, turn off and/or disable the program, application or plug-in that is preventing you from accessing your course. To access your course(s), a stable IP address connection is required. Examples of programs that may result in the "401 Unauthorized" error are: Hotspot Shield, CyberGhost VPN, and Unlimited Free VPN – Hola.