A problem with Online Computer Training Course
Q. I'm having some serious issues with DHTML export, that I thought were indeed resolved when we upgraded to ToolBook 2004 SP2 (and, subsequently SP3). Some of my customers cannot load the modules -- they get errors like "1275 Access Denied" and other various, random error messages that I cannot recreate on my end. Obviously, not having direct access to their computers (many people around the country, and heck, the world, access our free safety & health training modules) makes it hard for me to troubleshoot these issues myself. I keep getting phone calls and e-mails, but I cannot recreate the problems myself. I recently tested the modules (again) in FireFox 1.5, and got the following error message: http://wisha-training.lni.wa.gov/TBFireFoxErrorMsg.jpg Here are a few modules, none of which run in FireFox, but they do run on my Windows XP computer at work (non-SP2, although I have tested them on my WinXP Home SP2 box at home): http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp?P_... http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp?P_... http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp?P_... http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp?P_... http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp?P_... The rest can be found interspersed with some PowerPoints at http://www.lni.wa.gov/Safety/TrainTools/Online/Courses/default.asp Are my customers the only folks having issues with these modules, or are some of you getting errors, too?
A. To give you a sense of hope, I can tell you that we too have hundreds of people around the world using our courses and have not had the problems you describe. Unfortunately I don't know that there is one fix that will solve all of theseproblems. You will probably have to tackle them issue by issue. Alsoyou will need to have patient and knowledgeable folks on the other end (your customers) since you are flying blind (cannot recreate the issues). Troubleshooting is a process of elimination trying to figure out where the problem is coming from. There are a lot of variables including the program, your end users computer settings/browser, the network, and so on. You need to try and figure out where the problem is coming from among those variables. Here are some questions to ask that will help you get to the root cause: Does the error/problem always happen in the same place in the training? If so, where, if not, does it happen consistently when you are doing something (ie. moving from one page to the next). Try it on another computer at your worksite - do you have the same problem? If so then maybe it is a computer-specific setting. Have the IT department run the course from one of their computers - an outside of the firewall. You might find that there are some type of restrictions within the users system. Each answer will give you a clue and get you closer to solving the problem. Once one problem is solved you can move onto the next...but before you do, be sure to document the solution for the future when it happens again
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