Frequently Asked Questions

Technical and Platform FAQs

Course Content FAQs

Classic IT Skills Content FAQs

 

Technical and Platform FAQs

Q. What browser versions are required for playing courses?

A. SkillPort web browser requirements:

Skillport Versions 6.4 6.3 6.2 6.1 6.0
Supported
Browsers
Microsoft Internet Explorer™
4.x and higher        x x
5.x and higher  x x x    
6.x and higher x x x    
Netscape Navigator™
4.06 through 4.8       x x
6.2   x x x x
7.0 - 7.1 x x x x x
7.0 - 7.2 x x x    
8.0 - 8.0.3.3 x x x    
8.1 x x      
Mozilla™ 
1.6 - 1.7.12 on Microsoft Windows 2000, XP SR2 x x x    
1.6 - 1.7.13 on Microsoft Windows 2000, XP SR2 x        
1.6 - 1.7.12 on SuSE Linux 9.0 or 9.1 x x x    
1.6 - 1.7.13 on SuSE Linux 10.0 x        
Mozilla Firefox™
Firefox 1.0.0 - 1.0.6 x x x    
Firefox 1.0.7 x        
Firefox 1.5 - 1.5.01 x x      
Firefox 1.5.02 - 1.5.05 x        
Safari
  Safari 2.0 x        
  Safari 2.0.4 x        

Recommended Browser Settings

  • Minimum Requirements for Plug-ins:
    Flash 6.0 through 8.x Mozilla 1.6 and 1.7.2 require Flash 7.0 r19 and r25 or higher, respectively 
  • Shockwave 8.0 - 10.0
    Note: Not all content needs to use Shockwave. Only older, non-repurposed and ANS courses require Shockwave.
  • Enable browser caching 
  • Enable Active Scripting and Scripting of Java Applets 
  • Supports JavaScript 1.0 and Java 1.0.2 
  • Supports .ZIP, .JAR, or .CAB Java Applets 
  • Recommended: Enable Java Console 
  • Requires cookies on a content-only installation when not used with an LMS 
  • A browser enabled with a pop-up blocker or similar window blocking tool may interfere with the launch of the Job Aids, NASBA, Help, and SkillBriefs windows from the SkillSoft Course Player. For SkillPort 6.4, pop-up blockers may also interfer with access to Books24x7. If this occurs, SkillSoft recommends you set the blocking tool to "Always allow" for SkillSoft for example, sites ending in .skillport.com or for the site from which you access courseware. An additional technique is to use the CTRL or SHIFT key when selecting the link from the Player. If both of these fail, SkillSoft recommends disabling the blocking tool during course play and re-enabling it after completing your play session. Enable browser caching. For Netscape 8.1: Make sure that the pop-up blocker is turned-off and tab browsing is disabled.

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Q. How do I know if my web browser is configured correctly?

A. You can use SkillSoft's Browser Capabilities Check to insure that your computer and web browser are configured correclty to enable you to access the SkillSoft platform and e-Learning content. You can access this at:

http://browser.skillport.com/bh/default.asp

Q. When I try to play a course, nothing happens or I just get a gray screen. I am using Internet Explorer.

A. the most common cause of this symptom is an outdated Java Virtual Machine (JVM). The JVM that ships with Internet Explorer has problems that sometimes impact the execution of our Java Applet. The solution is to update the JVM. This update is available from the Microsoft web site at http://www.microsoft.com/java.

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Q. What does the Download option do?

A. The download option gives you the ability to download content to your local machine so courses may be taken when disconnected from the network. This is accomplished by installing the SkillSoft Course Manager and Player. This option may be enabled or disabled on your e-Learning site.

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Q. Do I need to install the Download option to play a SkillSoft courses?

A. No. SkillSoft courseware is designed to be played online through your web browser, and does not require that any software be installed to actually play a course. Your office high speed internet connection will provide good performance. In addition, your organization may discourage installation on your office computer

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Q. If I do use the Download option, how do I upload my results to the Learning Management System (LMS)?

A. Use your browser to connect and login to the Learning Management System (LMS). You should see a dialog box indicating that synchronization is taking place. Your results should be automatically synchronized within a few seconds.

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Q. Does the SkillSoft courseware support proxies and firewalls?

A. Yes. In general, if you can view the SkillSoft web site http://www.skillsoft.com/, then you can play a course from the Extranet server. The only exception to this is if the firewall or proxy server at your site is filtering Java Applets or compiled code. In this case the SkillSoft course Player will not be able to load properly. Check with your Network Administrator to see if this applies to you. If using the Download options, the SkillSoft Course Manager will need to be configured to properly identify the proxy server.

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Q. When attempting to Play a course, it is taking an unusually long time for the course to start.

A. Do you use McAfee VirusScan version 4.x or higher, and do you use VShield with Download Scan set to Scan All Files? This has been found to slow the download of the Java Applet when starting the course. You can set VShield Download Scan to Scan Program Files only instead of All Files.

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Q. Should I have other applications open when running the courses?

A. Occasionally, having other applications open on the desktop can affect course performance. We recommend closing all non-essential applications when playing courses.

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Q. How do I search for information on a certain topic?

A. Use SkillPort Search and Learn located at the top of the SkillPort page

    1. Type a keyword into the search-and-learntm text box at the top of the page.
    2. Select a Category and Language as necessary. 
    3. Click Search.

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Q. Who do I contact for Technical Support?

A. SkillSoft Technical Support can be reached at 1-866 SKIL-HELP (866-754-5435), or by clicking here: Contact Technical Support.

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Course Content FAQs

Q. Can I turn the audio off?

A. Yes. You can turn the audio off at any time by clicking the turn off audio button located in the bottom navigation bar. You can turn it back on by clicking the same button.

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Q. Can I play two courses simultaneously?

A. No. You can only play one course at a time.

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Q. How do I bookmark my place?

A. Using the Exit button to close the SkillSoft course player "bookmarks" your place in the course.

When you leave a course using the Exit button, you place a bookmark. Then when you return to that course, you are given the option to return to where you left off.

You’ll also notice that if you leave a course to visit the Course Menu, that you’ll find a Return to Bookmark button in the lower right corner. Click on the Return to Bookmark button to return to your last place in the course.

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Q. What are Job Aids?

A. Each SkillSoft Business Skills course typically has several job aids associated with it. Job Aids can be used whenever you need support on a new skill - while taking a course…or many months later when you need a quick refresher. They are handy highlights of a course, you can print out and refer back to in the workplace.

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Q. What are SkillBriefs?

A. Most SkillSoft Business Skills courses have numerous SkillBriefs associated with the course. They provide a summary of the key points covered in the related course. SkillBriefs a great resource of "just in time" learning, either on their own, or as a refresher of the course objectives. 

Q. When do I know when I have completed a course?

A. The completion requirements for your courses are determined by your Training Administrator. In SkillPort, you can view the completion requirements set for your organization on the My Report page. A typical completion requirement might look like:

Courses are counted as completed if the overall high score is 80% or greater and if all assessments have been attempted.

Note…the overall high score is found under the column titled ‘Mastery Results’ ‘High’ on the ‘Learner Records Progress Report’.

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Q. I have been in and out of a course multiple times, how do I know what lessons I've completed?

A. The Course Menu lists all your lessons. The Status icons to the right of the lesson indicate their status. The icon is next to any lesson you have paged through. Lessons that are not yet started are indicated by the icon. Lessons that have been started, but not completely paged through are indicated by the icon. The test scores for each lesson are available to the right of the Status icon. 

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Q. How do I get a SkillSim marked as complete?

A. You must enter the SkillSim through "SCORE" mode in order to have the Sim marked as complete. Once in this mode, you must move through the entire SkillSim without a catastrophic failure. Entering through "EXPLORE" mode will result in no score. Your score is determined using the examples below:

  • You complete the simulation making all "Appropriate" choices. Your score is 100
  • You complete the simulation and some of the choices are rated "Fair" or "Inappropriate." Your score is less than 100 but greater than 0.
  • You fail the simulation. Even though you may have made "Appropriate" choices, you selected an "Inappropriate" choice that terminated the simulation early. A Final Summary feedback page is displayed and you are not presented with the remaining material in the simulation. Your score is 0.

The SkillSim counts the number of objectives in Score mode that the user answers correctly vs. the number of objectives that the user was presented with and assigns a percentage. (For example: If you answer 'Appropriate' rather than 'Inappropriate' or 'Fair' 67% of the time, then your score for the SkillSim is 67%).

If you are accessing the SkillSim through SkillPort, your scores will be compared with the Completion Criteria set by your organization to determine if the SkillSim can be marked as "complete".

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Q. Do I get credit for multiple part test questions if I don't answer all the questions correctly?

A. In multiple part test questions, you will receive partial credit for those questions you answered correctly. The score is calculated by the number of correct answers divided by the total number of choices. 

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Classic IT Content FAQs

Q. What browser versions are required for playing Classic IT courses?

A. SkillSoft courseware uses Java Applets to play courses. The learner workstation must have a web browser that fits the following requirements:

  • Microsoft Internet Explorer version 4.01 SP2 or greater, or
  • Netscape version 4.7 or greater

With Internet Explorer, you must have Microsoft Java Virtual Machine (JVM) 5.00.3165 or greater installed. 

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Q. When I try to play a course, nothing happens. The launch  SmartCourse page says "Please wait a few seconds for the applet to finish downloading." It does not continue and there is no more browser activity.

A. The most common cause of this symptom is the use of an unsupported Java client (Sun JRE or early versions of Microsoft Java Virtual Machine (JVM). At this time, the SkillSoft IT Classic content does not fully support Sun JRE.  The solution is to remove the JRE and use the Microsoft JVM. This update is available from the Microsoft web site at http://www.microsoft.com/java.  The IT Classic content only supports Sun JRE version 1.3.0C.  SkillSoft will be updating the IT Classic content player in the first half of 2003 to support current Sun JRE versions.

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Q. When I select "Launch Assessment" or "Launch Object" from the SmartCourse launch page, I receive a Security Warning.  What should I do?

A. This is expected behavior. The SkillSoft IT Classic courseware uses a digitally signed applet authenticated through Verisign. This enables the courseware to perform specific functions using student desktop controls, allows for a more graphically intense learner experience, and performs important network operations to enable tracking in fragmented network environments. The student should select the checkbox “Always trust content from SmartForce Ireland.”

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Q. Does the IT Classic courseware support proxies and firewalls?

A. Yes.  The course play and record tracking only uses the HTTP protocol for communication.  Exceptions to this include your organization’s firewall or proxy server filtering Java Applets or compiled code.  In this case the IT Classic course player will not be able to load properly. Check with your Network Administrator to see if this applies to you.

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Q. When attempting to "Launch Assessment or "Launch Object," it is taking an unusually long time for the content to start.

A. The Java applet that acts as the IT Classic player is a little under 1MB.  Although SkillSoft supports students on dial-up modems, launch times may vary.  The estimated download times for the Java applet are shown in the table below:

Connection speeds
Download times (minutes)

56

4

128 (ISDN)

1.5

1.5MB (Cable, DSL, T1)

< .5

Also, do you use McAfee VirusScan version 4.x or higher, and do you use VShield with Download Scan set to Scan All Files? This has been found to slow the download of the Java Applet when starting the course. You can set VShield Download Scan to Scan Program Files only instead of All Files.

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Q. Can I turn the audio off?

A. Yes. You can turn the audio off at any time by clicking the Audio button located on the bottom course navigation bar.  This will bring up the Audio Options box. You can turn it back on my clicking the same button.  Furthermore, the IT Classic courseware may be available in audio and non-audio formats.  Please check with your Training Administrator as to what format is available to you..

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Q. When attempting to Play a course, it is taking an unusually long time for the course to start.

A. Do you use McAfee VirusScan version 4.x or higher, and do you use VShield with Download Scan set to Scan All Files? This has been found to slow the download of the Java Applet when starting the course. You can set VShield Download Scan to Scan Program Files only instead of All Files.

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Q. When I launch the IT Classic courseware, I receive a SmartForce Audio error box. 

A. If your organization has chosen to deploy the IT Classic content that supports audio, the student workstation should have the Real G2 Player installed. If you are unable to install this player, the student can select OK to the SmartForce Audio box and continue with the audio disabled.

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Q. Should I have other applications open when running the courses?

A. Occasionally, having other applications open on the desktop can affect course performance.  We recommend closing all non-essential applications when playing courses.

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Q. The courseware is not functioning correctly, and Technical Support has asked me to send me a “copy of my Java console.”  What does this mean, and how do I do it?

A. The content will log common errors and communications to the LMS in the browser’s Java console.  If the browser has Java console logging enabled, in Internet Explorer’s menu bar, select View – Java Console.  You may have to turn Java logging on.  To do so, from Internet Explorer’s menu bar, select Tools – Internet Options.  Click on the Advanced Tab and scroll down to the Microsoft VM section in the Settings.  Select all 3 checkboxes

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Q. Can I play two courses simultaneously?

A. No. You can only play one course at a time.

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