OnLineTraining
Help

Welcome to the Help page

Here you will find information about us and any issues you may be facing and how to resolve them.

Click a link related to your issue below:

Contact Details

Address

OnLineTraining Ltd
4th Floor, Vantage Point
New England Road
Brighton
BN1 4GW
United Kingdom

Telephone Numbers and Email:

Customer Services and Technical Help:

In the first instance please contact your regional support team

Back to top

Check your device is compatible

Click on the icon below to check your device for compatibility issues (Opens in new window).

Compatibility check

Back to top

Log In Failures

99.99% of log in failures are typos! Please double check the spelling of your username and password.

Please click this link to retrieve your log in details. Otherwise ask your online tutor for your log in details.

Back to top

Google Chrome Users

PDF Files:

Google Chrome has reported issues regarding downloads of PDF files from an encrypted (SSL Socket - HTTPS) site.

Work around as below:

  1. Click on the small spanner icon to the right of the address bar in Chrome (Customise and control Google Chrome)
  2. Choose Options from the drop down menu
  3. Choose Under the Hood from the left hand menu, then under Privacy click on Content settings
  4. Under Plug-ins click on the link to Disable individual plug-ins
  5. Disable the Chrome PDF Viewer – this should toggle with Adobe Acrobat so that becomes enabled
  6. Try to download the troublesome PDF again – it should now work!

Back to top

Microsoft Internet Explorer 7, 8, 9, 10 and 11 Users

IE 7, 8, 9, 10 and 11 are now outdated browsers and may not support many of the features included on this web site. We are unable to support the IE 7 or 8 Web browsers and cannot guarantee that features will work if you are using them. We advise you strongly to upgrade to a different browser, IE 12 or later.

Please note that we are unable to offer technical phone support or help regarding issues with IE7 or IE8.

Back to top

Forgot your password or username? Can't log in?

Please click this link to retrieve your log in details. Otherwise ask your online tutor for your log in details.

Please note that we cannot offer phone support for forgotten log in details.

Back to top

Change your email address

This can be changed once you have logged in. Your tutor can also do this for you. Once logged in click on My Account

Back to top

Videos will not display on a school LAN

Video content is streamed. Occasionally streaming video content is disallowed on a local area network.

A local technician can change the proxy settings to enable streaming video. The addresses from which our videos stream are:

  • *.vimeo.com
  • *.vimeocdn.com

Please supply this to the local technician who should then be able to allow the video to stream.

Flash issues

Some older browsers such as Internet Explorer 9 require Flash to be installed correctly to view videos, click to goto the Adobe Help page Opens in new window for help on flash issues.

You may need to uninstall Adobe Flash, then reinstall (Restart may be required).

Hardware Acceleration issues

If all above is working yet still cannot view videos, try disabling the GPU acceleration in your browser.

Click on the browser you're using to find out how:

To check your device for compatibility issues click here Opens in new window

Back to top

Minimum system requirements

You must have

  • An adequate internet connection speed (above 0.5mbs)
  • PC OS Windows or MAC OS desktop, laptop device
  • Web browser equivalent to or later than IE 10, Google Chrome or Firefox
  • A sound card
  • iPad and tablet device compatibility is under constant development and is expected to be completed by early 2015
  • If using a Local Area Network (LAN) then permission may be necessary to receive our auto e-mail system and the system should be tested for compatibility before embarking in a course
  • If using our built in e-mail system an e-mail client such as OUTLOOK/EXPRESS must be installed

Back to top

Change text/size/screen colour

For a fuller explanation of how to change text size and background colours please go to:

http://www.w3.org/WAI/changedesign Opens in new window

OnLineTraining Ltd can accept no responsibility for any external web site content. Here is another link to a FREE app that will help you adjust your computers screen colours. Screen Tinter Lite will change Microsoft Word's colour scheme automatically but you will need to take extra steps to make it work with Internet Explorer, Firefox or Adobe Reader.

http://www.bltt.org/software/screentinterlite/index.htm Opens in new window

Back to top

Local Computer Issues

PLEASE NOTE: OnLineTraining Ltd is unable to resolve local issues with computer installations as a result of local computers/systems not performing to our minimum specifications. Please DO NOT ring our helpline for local issue resolution, contact your local IT support.

OnLineTraining Ltd does not endorse specific Web browsers and does not recommend one browser over another. While some common browsers are included in this page, mention of a specific browser does not imply endorsement or recommendation.

Minimum specifications:

  • An adequate internet connection speed (above 0.5mbs)
  • PC OS Windows or MAC OS desktop, laptop device
  • Web browser equivalent to or later than IE 10, Google Chrome or Firefox
  • A sound card
  • iPad and tablet device compatibility is under constant development and is expected to be completed by early 2015
  • Anti-virus software running latest databases
  • If using a Local Area Network (LAN) then permission may be necessary to receive our auto e-mail system and the system should be tested for compatibility before embarking in a course
  • If using our built in email system an e-mail client such as OUTLOOK/EXPRESS must be installed

Browsers

OnLineTraining Ltd cannot resolve local computer issues caused by packet loss on a local area network or resolve local computer issues.

Check what browser you currently have by going to whatbrowser.org Opens in new window

You can freely download all browsers by following the links below:

Back to top

Clear Browser Cache

Every web browser stores a cache of the websites you visit (e.g. HTML pages, images) to reduce bandwidth usage and server load. This is called the browser's cache. Clearing it occasionally can make some websites run smoother and free up space on your computer's hard drive if it's running low.

Since every browser is different, the following sections will outline the steps involved in clearing the cache for several popular web browsers.

February 27th is National Clear your Browser's Cache day; although you should do it more than once per year. Click on a link below to find out how to clear the cache for your browser (all links opens in new window):

Back to top