Technical Help

The following are answers to common questions when using STEDI Course and the STEDI.org web site.

Simply click the question to view the answer.

• What are the requirements for accessing and viewing the online courses?
• When I visit the Adobe web site to install Flash Player, the following page is shown: "Tech Note, Flash Player support on 64-bit operating systems."
• How do I get to the online courses I purchased?
• When I click the button "Go To Online Courses" or "Go To Online Orientation", nothing happens.
• When I click a button to take an assessment or sign an agreement, nothing happens.
• When I go to the STEDI Course system I only see a white screen; nothing happens.
• I cannot see the movies in the online courses.
• I was able to view the online courses previously but it will not load now.
• I don't hear sound from the movies or audio segments.
• On STEDI.org, I can't see the letters I'm typing when entering my username and password at the top of the page or I can't see the "password" box.
• If you need further assistance with the STEDI Course Online Training System.

What are the requirements for accessing and viewing the online courses? Return to Questions

1. A computer connected to the internet.
   STEDI recommends a minimum DSL high-speed connection to view the online courses. Check with your internet provider to determine the speed of your internet connection.
   IMPORTANT: Mobile phones are not supported on STEDI Course at this time.
2. One of the following supported browsers installed on your computer:
   • Internet Explorer 7 (or newer)
   • Firefox 3 (or newer)
   • Safari 4 (or newer)
3. Speakers connected to your computer to hear the audio segments and movies.
4. Flash Player 9 (or newer) plug-in installed in your browser. Most browsers already have this installed.
   
   • To see which Flash version you have visit http://www.adobe.com/software/flash/about/
     This is what you'll see:
     
   • It is best to upgrade to the latest version (current version 10,0). To upgrade to the latest version of Flash please visit http://get.adobe.com/flashplayer/
     This is what you'll see:
     

When I visit the Adobe web site to install Flash Player, the following page is shown: "Tech Note, Flash Player support on 64-bit operating systems." Return to Questions

For those using Windows 7 or another 64-bit operating system, you will need to run a 32-bit browser to install and run the Flash Player needed for STEDI Course. This is a temporary limitation of the Flash Player created by Adobe. They are currently working on building a 64-bit version.

The 32-bit version of Internet Explorer can be found at C:\Program Files (x86)\Internet Explorer\iexplore.exe. Double-click this program and then navigate the browser to Adobe's website to install the Flash Player as mentioned above.

How do I get to the online courses I purchased? Return to Questions

One of two ways:

• From your STEDI.org account
• OR Go Directly to STEDI Course
• From your STEDI.org account
  1. Visit http://stedi.org/subs and enter your username and password at the top of the web page: (If you can't see the letters as you type your username and password, please visit "On STEDI.org, I can't see the letters I'm typing when entering my username and password at the top of the page.")
     
  2. After logging in, you will see one of the following:
     
     A) This user has access to one of STEDI's online courses:
     
     B) This user has free access to an orientation provided by their district:
     
     C) This user does not have access to any online courses:
     
     If you see this, please visit Purchase An Online Course. If you purchased an online course, have your receipt from the online purchase, and are still seeing this page, please call 1-800-922-4693 and request to check your access to the online courses.
• Go Directly To STEDI Course:
  1. Visit http://training.stedi.org and login using your STEDI.org username and password:
     
  2. After logging in you will see your STEDI Course Home Page:
     

When I click the button "Go To Online Courses" or "Go To Online Orientation", nothing happens. Return to Questions

When you click those buttons from the STEDI.org web site, it should open a new window and load STEDI Course in that new window. If this doesn't happen it is usually caused by one of the following:

• Your browser pop-up blocker is blocking the new window.

  A pop-up blocker may be blocking that new window from opening. Please check to make sure your browser allows pop-ups from STEDI.org.

• Your browser is opening the new window behind your current window.

  Sometimes browsers will open the new window behind the current window. Thus, you won't see the new window open and load STEDI Course. Please check to make sure this is not happening.

When I click a button to take an assessment or sign an agreement, nothing happens. Return to Questions

When you click those buttons from the STEDI Course system, it should open a new window and load the SubAssessment or Agreement in that new window. If this doesn't happen it is usually caused by one of the following:

• Your browser pop-up blocker is blocking the new window.

  A pop-up blocker may be blocking that new window from opening. Please check to make sure your browser allows pop-ups from STEDI.org.

• Your browser is opening the new window behind your current window.

  Sometimes browsers will open the new window behind the current window. Thus, you won't see the new window open and load STEDI Course. Please check to make sure this is not happening.

When I go to the STEDI Course system I only see a white screen; nothing happens. Return to Questions

This is usually caused by an older Flash Player in the browser that can't read the STEDI Course page. Please visit "What are the requirements to view the online courses?" and verify that you have the latest Flash Player installed (version 10,0).

I cannot see the movies in the online courses. Return to Questions

There are rare cases when a movie will not load in STEDI Course. You may see the following when this happens:

• Movie not loading:
  

We have identified this problem with users on the following systems:

1. Mac OS X Operating System
2. With the Firefox 3.0 or newer browsers

Initially on the first visit to the content page, the movie loads fine on the screen. However, if you leave that page and then come back to it, the movie won't load again. This is caused by a caching issue in Firefox that can only be fixed by performing the following steps:

1. Logout of the STEDI Course System
2. Clear the browser cache:
   1. Click "Tools" > "Clear Private Data"
   2. Make sure the following are checked:
      • Browsing History
      • Cache
      • Offline Website Data
   3. Click "Clear Private Data Now"
3. Completely refresh the page by pressing "Command" + R

You will need to login to STEDI Course again. We apologize for this inconvenience. We are currently working to find a premanent resolution to this problem.

I was able to view the online courses previously but it will not load now. Return to Questions

This is usually caused by one of the following:

• A slow internet connection.
  Please verify that your are not dowloading a large file in another program and that your internet connection speed is adequate. Please see "What are the requirements to view the online courses?" for more information.
• A recent computer upgrade may intefere with the STEDI Course system.
  Simply visit "What are the requirements to view the online courses?" and make sure you are using a supported browser and have the latest Flash Player installed.
• Using the wrong username and password.
  Some users may have more than one account on STEDI.org. Please verify that you are using the correct username and password when logging into STEDI Course.

I don't hear sound from the movies or audio segments. Return to Questions

The sound for all movies is embedded directly within the movie itself. Thus, if you see the movie playing, there is sound being transmitted with it. You can try the following if you don't hear any sound:

• If you don't hear any sound for any of the movies, try the following:
  1. Please bear with us for a moment and please verify that you have computer speakers and that they are turned on. (STEDI.org Technical Support finds that this is the most common problem.)
  2. Verify that the volume is loud enough on your computer speakers by checking the manual control knobs on the speakers themselves.
  3. Verify the volume is loud enough in the sound preference options of your operating system:
     • Microsoft Windows
       1. Click "Start" then "Control Panel" then "Sounds, Speech, and Audio Devices". Then under "Pick a Task" click "Adjust the System Volume".
       2. Verify that the volume is loud enough.
       3. Verify that the "Mute" option is NOT CHECKED.
       4. Click the "Advanced" button.
       5. Under "Master Volume" verify the volume is adequate and that the "Mute all" option IS NOT CHECKED. If you're wearing headphones, be careful not to blow out your ear drums by turning the volume up too high.
       6. Under "Wave" verify that the volume is adeuqate and that the "Mute" option is NOT CHECKED. Be careful here too.
       7. Close this dialog box by clicking the "X" in the upper-right of the dialog box.
     • Mac OS
       1. Press the F12 button to turn up the volume. (Be careful when wearing headphones to not turn up the volume too high.)
       2. If that doesn't work, in the menu bar click the "Apple" icon then click "System Preferences".
       3. Click the "Sound" icon then click the "Output" tab.
       4. Verify that the "Output Volume" is adequate and that the "Mute" option IS NOT CHECKED. (Again, be careful when wearing headphones to not turn up the volume too high.)
  4. If that doesn't work, then try the next section:
• If you hear the sound in at least one movie but not all of the movies, or there are other issues with the audio, try clearing the cache in your browser and reloading the page. To clear the cache in your browser, do the following:
  • Internet Explorer 6 & 7
    1. From the main menu, click "Tools" then "Internet Options".
       NOTE: If you don't see the main menu, you may need to press the "Alt" key for the menu to appear.
    2. From the dialog box, under the General tab, click the "Delete Files" button under the "Temporary Internet Files" section.
    3. Make sure the "Delete all offline content" is checked.
    4. Click "OK". (This may take a few minutes to process.)
    5. Click "OK" again to close the dialog box.
    6. Refresh the page and login again.
  • Internet Explorer 8
    1. From the main menu, click "Tools" then "Internet Options".
       NOTE: If you don't see the main menu, you may need to press the "Alt" key for the menu to appear.
    2. From the dialog box, under the General tab, click the "Delete" button under the "Browsing history" section.
    3. Make sure the following options are checked/unchecked:

       Preserve Favorites website data	UNCHECKED
       Temporary internet files	CHECKED
       Cookies	UNCHECKED
       History	UNCHECKED
       Form data	UNCHECKED
       Passwords	UNCHECKED
       InPrivate Filtering data	UNCHECKED

    4. Click "Delete". (This may take a few moments.)
    5. Click "OK" again to close the dialog box.
    6. Refresh the page and login again.
  • Firefox 3.0
    1. Click "Tools" then "Clear Private Data"
    2. Make sure the following options are checked/unchecked:

       Browsing history	UNCHECKED
       Save form and search history	UNCHECKED
       Cache	CHECKED
       Cookies	UNCHECKED
       Offline website data	CHECK
       Saved passwords	UNCHECKED
       Authenticated sessions	UNCHECKED

    3. Click "Clear Private Data Now".
    4. Refresh the page and login again.
  • Firefox 3.5
    1. Click "Tools" then "Clear Recent History"
    2. For "Time range to clear:" select "Everything"
    3. Click the arrow next to "Details" to show the following:

       Browsing & Download History	UNCHECKED
       Form & Search History	UNCHECKED
       Cookies	UNCHECKED
       Cache	CHECKED
       Active Logins	UNCHECKED
       Site Preferences	CHECKED

    4. Click "Clear Private Data Now".
    5. Refresh the page and login again.
  • Safari 4
    1. Click "Safari" then "Empty Cache"
    2. Refresh the page and login again.

On STEDI.org, I can't see the letters I'm typing when entering my username and password at the top of the page or I can't see the "password" box. Return to Questions

This is caused by the browser setting the text size too large. To correct this:

• Internet Explorer 6 & 7
  From the main menu, click "View" then "Text Size" then select "Medium"
  NOTE: If you don't see the top menu, you may need to press the "Alt" key for the menu to appear.
• Internet Explorer 8
  From the top-right menu, click "Page" then "Text Size" then select "Medium"
  NOTE: If you press the "Alt" key, the main menu will appear in the top left.
  Click "View" then "Text Size" then select "Medium"
• Firefox
  From the top menu, click "View" then "Zoom" and select "Reset"
  
• Safari
  From the top menu, click "View" then "Actual Size"