Answers to Frequently Asked Questions About the Internet Courses on our Site

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    How do I access my course with Flash presentations on my iPad or iPhone?

  1. I am using wireless and/or a router at home and cannot play the multimedia.
     
  2. I cannot play the video/multimedia in my course.
     
  3. I am unable to log in to the course, although I am using the correct username and password.
     
  4. When I try to access interactive components on the course website, such as the discussion boards, I receive an error message from Internet Explorer, or I cannot enter anything into a posting window.
     
  5. Pop-up windows on the course site do not work or I cannot print my CE certificate.
     
  6. I cannot enter or paste my submission into the Discussion Board posting windows after preparing it in a word processing program.
     
  7. I was able to log in to my course previously, but I am no longer able to.
     
  8. I don't have my confirmation code which I need to obtain my Username and Password from the registration site.
     
  9. When I click on a multimedia link, there is no sound from my computer, although the multimedia seems to be playing.
     
  10. I cannot log on to the course with my PC or Mac computer, or remain logged on with my Mac.
     
  11. When I try to access an Adobe PDF document, I cannot view or download it, or I am asked for a password.
     
  12. I am using a Mac with the Safari browser and I am having difficulties accessing all the features of the course.
     
  13. How do I access my Course with Flash presentations on myiPad or iPhone?
     
  14. I can log into my course but minutes later I get the "401 Unauthorized" error.
     

1. I am using wireless and/or a router at home and cannot play the multimedia.

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.

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2. I cannot play the video/multimedia in my course.

Some of our multimedia courses require the Flash Player, which can be installed as a plug-in available for all common browsers from www.adobe.com. The Flash multimedia may be played on all computers and on many pads and smartphones.

Smaller Apple devices (iPad, iPod and iPhone) require a third party application to play Flash. They will not play the multimedia natively. Install the Puffin Browser app from iTunes. ($3.99 as of October 06, 2014). This browser will operate very similarly to the Safari Browser, except that it will play Flash presentations.

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.

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3. I am unable to log in to the course, although I am using the correct username and password.

 

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.

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4. I can obtain access to the course website, but when I try to access interactive components, such as the discussion boards, I receive an error message from Internet Explorer.

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.

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5. Pop-up windows on the course site do not work or I cannot print my CE certificate.

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.

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6. I cannot enter or paste my submission into the Discussion Board posting windows after preparing it in a word processing program.

If you are able to enter text but are having trouble pasting it in from your word processor:

  1. Open your word processor and type up your posting.
  2. Highlight the answer and then click on "Edit" and then "Copy" from the menu bar.
  3. Open Internet Explorer. Log on to the course and click on the appropriate discussion board.
  4. Click on "New Discussion". Type the "Subject" of the posting. (You may also reply to a previous posting.)
  5. Click inside the "Text" window and press Ctrl + V to paste. Click inside the "Text" window and then press the Enter key. Click on "Edit" and then "Paste" from the menu bar.
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7. I was able to log in to my course previously, but I am no longer able to.

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.

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8. I don't have my confirmation code which I need to obtain my Username and Password from the registration site.

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.

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9. When I click on an multimedia link, there is no sound from my computer, although the multimedia seems to be playing.

First, check the functioning of your computer's audio by playing audio locally to ensure your audio settings are correct.

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10. I cannot log on to the course with my PC or Mac computer, or remain logged on with my MAC.

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.

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11. When I try to access an Adobe PDF document, I cannot view or download it or I am asked for a password.

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.

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12. I am using a Mac with the Safari browser and I am having difficulties accessing all the features of the course.

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.

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13. How do I access my course with Flash Presentations on my iPad or iPhone?

Install the Puffin Browser app from iTunes. ($5.49 CAD as of March 11, 2016). This browser will operate very similarly to the Safari Browser, except that it will play Flash presentations.

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14. I can log into my course but minutes later I get the "401 Unauthorized" error.

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.

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Copyright © Captus Press Inc. All rights reserved.
Revised: March 21, 2016