mchenry college

Frequently Asked Questions from Students

Updated March 2017

These are questions frequently asked of the SafetyServe support team. The answers follow the list of questions. You can click a category or question to go to its answer or hit CTRL+F to search.

Categories of questions in this FAQ list

  1. Top Frequently Asked Questions (FAQ)

  1. Setup and System Questions

  1. Registering with SafetyServe

  1. Logging in to SafetyServe

  1. Managing your SafetyServe account

  1. Taking the Course

  1. SafetyServe error messages

  1. Contacting SafetyServe

  1. What our customers say about our courses?

I. Top Frequently Asked Questions

II. Setup and System Questions

 

III. Registering with SafetyServe

 

IV. Logging in to SafetyServe

 

V. Managing your SafetyServe account

 

VI. Taking the Course

 

VII. SafetyServe error messages

 

VIII. Contacting SafetyServe

 


What is the difference between registering with SafetyServe and logging in to SafetyServe?

You register with SafetyServe only once to complete the course. That's when you provide your unique SafetyServe login ID and when you decide on a password, which protects your access to SafetyServe.
Once you have registered, you do not need to register again to complete the course. However, each time you return to SafetyServe you need to log in by clicking Returning Student (or Login) and then typing your login ID and password.

NOTE: If you have already completed this course and are required to take it again (e.g. to renew you insurance discount, as a work requirement, or for a repeat ticket, etc) you must register as a NEW student and pick NEW login ID.

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How do I register with SafetyServe?

  1. Get an Access Code from your supervisor or training administrator.
  2. Go to http://training.safetyserve.com/McHenry/.
  3. Click New Student (or Login).
  4. Follow the onscreen instructions to register with SafetyServe.

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Registration asks me for my e-mail address, why? Do I have to give it? What if I don't have one?

Your email address is the primary method SafetyServe uses to notify you of any order related information such as billing and certificate confirmations, order tracking, as well as any customer service related questions you may have. The followings are the events that we might send you an email:
  1. Purchase confirmation.
  2. Certificate request confirmation.
  3. Certificate reminding service (in case that you forgot to request the certificate).

You are required to provide your e-mail address to register with My SafetyServe . If you don't have an e-mail address, or if you don't want to provide your personal e-mail address, you may enter bogus information in the field. SafetyServe will not sell, rent, or lease your personally identifiable information to others.

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I'm trying to register and keep receiving this error message: "The Login ID you entered has already been taken, please try again..." What's wrong?

It's possible, but unlikely, that someone else has already registered using the same Login ID as you. It is more likely that you have already registered, making this a duplicate registration attempt. Once you have registered successfully with SafetyServe , you do not need to register again to complete the course. You are now eligible to return to the SafetyServe course anytime, simply by logging in with the Login ID and password you provided during registration. To log in to SafetyServe , go to http://training.safetyserve.com/McHenry/ and click Returning Student (or Log In).

If you have lost your password, click the link to "Frequently Asked Questions" that's on the login page to find out what your options are for retrieving your password.

NOTE: If you have already completed this course and are required to take it again (e.g. to renew your insurance discount, as a work requirement, or for a repeat ticket, etc.) you must register as a NEW student and pick a NEW login ID.

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When I click the course, I receive this error message: "Unable to communicate with the server. Exit, Retry" What's wrong?

In order to retrieve/save your previous/current progress information, the course needs to communicate with the servers to maintain your progress. The message indicated that the communication cannot be established. The followings are the most common causes of the communication problem:

  • Firewall - Both Network and local firewalls (hardware/software) could potential block the communication. Please consult with your network administrator or firewall manual how to alter the permissions.
  • Pop-Up blocking programs (e.g. Ad Aware) - Pop-up blockers tend to block any access to the outside that are not initiated from current browser. Please check with your program's manual how to alter the settings or temporary disable the program.
  • Chat programs (e.g. messenger) - Some security settings on the chat programs may block the communication. Please temporarily disable the chat programs and try the course again.
[Note: no new progress will be saved if the communication failed]

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Can I take the Online Course through a VPN connection?

VPN Connections may limit your ability to view content. If you are unable to launch the course, try to connect to the online course through a direct internet connection.

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When I click a link, I receive this error message: "Your account connection is interrupted because it is currently used by someone else." What's wrong?

In order to maintain the security and progress information of your SafetyServe account, no multiple logins are allowed. The system senses additional login attempts and shut down the current connection. You would need to login again.

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I've forgotten my password. How do I log in?

On the login page is a link to "Forgot your ID or password?" Click that link to find out what your options are for retrieving your password. If the link is not available, please click on Contact us to send us the request.

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Can I take the course on my tablet or smartphone?

Some courses may require the Adobe Flash Player to display correctly. If your tablet or smartphone has Flash then you should be able to access the course. For Android devices that don't support flash, you may download the Puffin Browser app to view the course. Click here for more information on this app.

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What do I need to know about the National Safety Council's online Defensive Driving course?

The Council's first Internet-based driver-training program is based on the 8-hour defensive driving course for the classroom, but takes the average student half that time to complete. If you are taking the course for a specific purpose, such as for an auto insurance premium reduction, an employer, or as a court requirement please verify how long you have to complete the course. You can receive a certificate of completion from the National Safety Council that, in many states, can be used to lower or maintain automobile insurance rates. Only one certificate will be issued to each account.

QUICK OVERVIEW
  • The course is separated in 7 sessions and good for a year
  • There is a bookmarking feature, so you can take breaks between sessions and come back to the course whenever you want.
  • This course use Flash Player. It is to view and works smoothly even through 56k+ modem.
  • There is a test at the end. It is multiple choice. It is not timed. You may retake the test at no addtional charge.
  • Once you have completed the course, you can request the certificate through one of the following three approaches:
    • Right after you have exited the course, using the 'Exit' flag, you should be redirected to a confirmation page for certificate request.
    • Or, on 'My Courses' page (where you start the course), you can click on 'details' under 'Syllabus' and click on 'Request the Certificate' link at the bottom of the 'details' page.
    • Or, on 'My Courses' page click on the certificate link on the left hand side of the page
    Please click here for Express Certificate Services

    The certificate of completion will be mailed out within two business days of your request. If you need a faster service please contact SafetyServe LLC using the information in your certificate request confirmation email.

    Please click here to findout what our customers said about our courses

    Finally, please make sure the course will work for your system by taking this demo course.

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Can I take this course for an insurance discount and/or ticket dismissal?

Since the regulations vary by state, insurance companies and driving recores, please verify with your court/insurance agent if they will honor the Online Defensive Driving Course (DDC-4), from the National Safety Council, before purchasing the course.
  • TX users - Due to certain restrictions, this online course is NOT currently approved by TEA.

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    There are multiple people in my family taking this course, can we share one account?

    Only one certificate can be issued for each account. Thus every family member taking the course must have his or her own SafetyServe account.

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    I need another copy or a replacement of my certificate. What do I need to do?

    Since most of the insurance agents/courts/institutes do not require the original certificate, it's suggested that you make copies of the certificate as soon as you get it. If you need to request another copy (with the same course completion date), please contact our helpline directly at 1-833-3NSCLRN (1-833-367-2576) for assistance. Additional fee ($12.00) may apply.

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    I got an application error (e.g. Internet Explorer has encountered an error) and was kicked out of the course. What do I do next?

    In order to achieve the highest compatibility and quality, most of our courses are authored using Flash. About 98.0% of Web users in the world can experience Flash content without having to download and install a player. Because the configurations of each individual computer and the connection speed from your computer to your ISP could vary, it's still possible that you may need to re-install the player from Adobe's website to ensure the player is configured correctly.

    It's recommended that you do the followings to update your Flash Player:

    1. Go to Adobe's site to download the latest player.
    2. If your computer is located behind the firewall or within government facilities, please click here for additional help with Flash Player.
    3. Flush your local Internet offline content (cache) to ensure previous incomplete contents are deleted from the system.
    4. Try the course again.

    If the above process didn't fix the problem, please click here for technical support.

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    What are the hardware and software requirements for accessing SafetyServe's Online Course?

    Because of the varieties of the courses that we have available, the best way to test if your hardware and software (OS) are compatible with the course is to play the demo course. It depends on your system, you may or may not be asked to download a safe and digitally signed multi-media player.

    JavaScript enabled: Our service requires JavaScript features turned on for browsing through the site and taking the course.

    For Internet Explorer,

  • Click "Tools", select "Internet Options"
  • Select "Securities" tab, select "Custom Level..."
  • Scroll the list down and enable "Active scripting" under "Script"
  • Click "OK" to leave the "Internet Options"

    • For Safari(Mac Users),

  • On the Safari menu select "Preferences"
  • Click on "Security"
  • Check "Enable Javascript"
  • Close the Window and Click "Reload"

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    I am stuck in certain part of the course and cannot move forward. What do I do next?

    This may be due to the offline content cached by your browser. It's recommended that you flush your local cache and try the course again. If you're using AOL on a dial-up connection, it's also recommended you use Internet Explorer to start the course after the cache is flushed. AOL has many embedded features and generally run slower than Internet Explorer does.

    To start Internet Explorer,

    • Make sure you're connected to the Internet.
    • Click 'Start' button at the lower left hand corner on your screen.
    • Click on 'Programs' and select 'Internet Explorer.'
    • Enter the URL address ( http://training.safetyserve.com/McHenry/ ) and start your course again.
      (Some versions of AOL may disable the address bar in Internet Explorer, you may either use CTRL+O key to enter the address or contact us for more detail instructions)

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    The course page was blank after I have launched the course or the loading stays at around 20% after the cache has been flushed, how to fix it?

    Are you on a Mac?
    Please visit this page to ensure the Flash player is installed (#1, Check Now button) and enabled (#3, pick a browser) on your computer.
    If the problem continues, please send us the version (information available through the Check Now button) of the Adobe Flash player on your computer.

    This is caused by the security settings on your system that have blocked the ActiveX control from download or display.

      Please proceed with the following steps to update the settings for Windows:
    • Click on 'Start' on the lower left hand corner of your screen, select 'Settings' and then select 'Control Panel' (or select 'Control Panel' directly on XP)
    • Double click on 'Internet Options', click on 'Security' tab, click on "Internet" icon and click on 'Custom Level...'
    • Enable the following entries under 'ActiveX controls and plug-ins',
      :Download signed ActiveX controls
      :Run ActiveX controls and plug-ins
      :Script ActiveX controls marked as safe for scripting
    • Click 'OK' to confirm and reload the problem page
    If the problem continues, please check if you have any security programs (e.g. firewall, Ad-blockers, banner-blocker, etc.) installed that may have blocked the Flash contents from display. Or, you may not have permissions to download the plug-in and will need to check with your network administrator for more details.
    • If you have any security programs installed, please temporary disable those programs when taking the course or adjust the settings to allow ActiveX controls. In some situations, you may need to reboot your computer to have the security programs totally disabled. Please check the document of the security programs for more details.
    • Please visit Adobe Flash Player Help for solutions.
    • For office computers or firewall protected environment, you may use the following link from Adobe.com to test your Flash player connections:
      • http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_16466
      *HTTP Tunneling are the required connections.

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    The course page was blank after I launched the course and I am using a VPN connection.

    VPN Connections may limit your ability to view content. Try to connect to the online course through a direct internet connection.

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    System Requirements

    Windows:
    • 32- and 64-bit (unless noted): Microsoft® Windows® XP SP3 (32-bit), Windows Vista® (32-bit), Windows 7, Windows 8.1 and Windows 10
    • Latest versions of Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox, Google Chrome and Opera
    Mac OS
    • Mac OS X v10.9 or later
    • Latest versions of Safari, Mozilla Firefox, Google Chrome and Opera
    Linux
    • YUM, TAR.GZ, RPM and APT packages for NPAPI and PPAPI
    • Latest versions of Firefox or Google Chrome

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    How do I download Flash Player?

    There are detailed instructions on how to download Flash Player on orientation. You can either use automatic or manual installation. Due to the variety of firewall setups and browser types, manual installation is an alternative to get around restrictions.

  • Please click here to update the player

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    When downloading the player/plug-in, I am getting a white screen with a red “X”. What should I do?

    This red “X” is most likely caused by settings in your browser or LAN (Local Area Network). Change your security setting to medium. Security can be found in your browser options under “View” in Internet Explorer. If the restrictions were caused by the LAN (e.g. Firewall), please contact your network administrator for solutions.

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    Can I access the course from any computer?

    Yes, you can access the course from any Internet-connected computer (as long as that computer meets the SafetyServe system requirements). Simply go to http://training.safetyserve.com/McHenry/ and click Returning Student.

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    Are there any security risks to purchasing training material online?

    Purchasing over our e-commerce store is safe and highly secure. Our store utilizes a browser security technology called Secure Sockets Layer (SSL). SSL is the industry standard and among the best software available today for secure online transactions. SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

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    I have a question about billing or about my credit card transaction. Who do I contact?

    Click on contact us to send us an email or call our direct helpline.

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    How do I launch the Online Course?

    1. Type http://training.safetyserve.com/McHenry/ in the address bar of your browser (not in a search engine).
    2. Click on Returning Student.
    3. On the left-hand side of the center section, click on one of the entries under categories.
    4. The course should be displayed on the main page.
    5. Click the course title beside the arrow icon you wish to take.

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    No learning content is listed under My Courses page. I know I'm supposed to have access to some training material. What's wrong?

    If access to SafetyServe was provided by your company, perhaps you need to contact your training administrator to ask them to give you access to training material. If you have purchased access to a course and you cannot see any category, please click on Contact Us to notify us.

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    The most common technical issues with multi-media courses?

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    When I re-enter the course, the starting page is only partially loaded.

    This could happen if there is software (e.g. dated patched) or hardware (e.g. video driver) incompatibility between your computer and the Flash player. Please proceed with the following steps to correct the problem:

    • On the partial loaded page, click on "X" (or hit ALT+F4) on the upper right hand corner to close the browser.
    • Re-start the browser and logon to your account (DO NOT start the course). Click on "LogOut", from the left navigation bar, to leave your account.
    • Re-boot your computer and try the course again.

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    Why is your system telling me that the Login ID (Name) has already been used?

    Each user needs to have his/her own account to receive the proper credit or certificate and each Login ID (Name) needs to be unique between users.
    1. If you are a retail user and want to purchase the course through our store:
      Your Login ID must be unique each time you purchase the course. You may not use the same Login ID more than once.
      If you are trying to login in under Returning Student and you forgot your password, you can use the 'Forgot your ID or password' link on the logon page to have your password emailed to you. If you're purchasing a course with certificate (e.g. Defensive Driving course), you should not use the same account for multiple users because only one certificate will be issued to an account.
    2. If you are a corporate user and want to create an account using Access Code:
      This Login ID (Name) has already been used by previous users and you will need to use a different and an unique Login ID (e.g. email address, phone number) for your account.

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    How do I change my email address or Login ID?

    1. Go to http://training.safetyserve.com/McHenry/.
    2. Click on Returning Student and log in to SafetyServe.
    3. On the left-hand menu, click Update Account.
    4. Update your email/Logon ID information with the information you want to use.
    5. Click Submit.
    6. To return to the course, click on My Courses.
    7. To leave the site, click on Logout.

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    How do I view my progress and test scores?

    1. Go to http://training.safetyserve.com/McHenry/.
    2. Click on Returning Student and log in to SafetyServe.
    3. On the left-hand menu, click Progress.
    4. The course you purchased should be displayed on the main page.

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    Today my browser seems slow when I'm accessing SafetyServe training material. Is something wrong?

    Like a highway during rush hour, Internet traffic sometimes slows down during hours of peak usage. So your connection to the Internet through your Internet service provider (through your modem, for example) may periodically slow down due to very heavy traffic. If traffic's bad, please be patient, things will get better.

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    The contents are too small to read, how do I change it?

    1. With Internet Explorer/Firefox, press "F11" to view the course in full screen. Press "F11" again will restore the screen.
    2. Or, click on "View" from the menu bar and select "Full Screen."

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    I'd like to change the password I use to log in to SafetyServe. How do I do that?

    1. Go to http://training.safetyserve.com/McHenry/.
    2. Click on Returning Student and log in to SafetyServe.
    3. On the left-hand side of the main page, click Update Account.
    4. Use the right side content, click on Password field. >
    5. Complete the required fields to change your password in the Update Account. Remember, this will become your new SafetyServe password.
    6. Click Submit.

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    Can I log into SafetyServe from home if I have registered from my computer at work?

    Yes. As long as you have Internet access and remember the login and password you used to register to SafetyServe, you can access SafetyServe from any location.

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    I believe I've found a mistake in the course. Who should I report this to for correction?

    Please click on Contact Us to notify us. Please include specific information regarding the course (Name of the Course, Session Number, Page Title, etc.).

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    I'd like to contact SafetyServe with feedback suggesting some improvements. How do I do that?

    On the left navigation bar, you will find a feedback link. From this page, you can fill up the form and submit question. At the bottom of most SafetyServe pages, including this one, you will also find a Contact us link. Simply click that link to send us your comments or suggestions.

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    I received this error message: "Your account connection is interrupted because it is currently used by someone else. Please try to login again!" What's wrong?

    In order to maintain the security of your SafetyServe account, your account cannot be used by another user at the same time. To start a new session, simply close your browser, reopen it, go to http://training.safetyserve.com/McHenry/, and click Returning Student to login.

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    How soon can I get my certificate?

    The certificate of completion will be mailed out within two business days of your request. If you require your NSC Certificate of Completion sooner, call Customer Service at 1-833-3NSCLRN (1-833-367-2576) with your credit card information to request one of the services* listed below.
  • Next Day Air (Original Certificate)  $45.00
  • Second Day (Original Certificate) Air $30.00
  • Expedite Same Day-US Mail or Fax $10.00
    (Please note: The fax copy will print as a Void copy to prevent illegal reproduction of certificates. Please verify that the organization will accept a fax copy as proof of completion)
    • * Orders received after 1:00PM EST will be processed the following business day.
    * We are not responsible for delays that are out of our control, such as, severe weather delays, or transportation problems. We can request a delivery without signature, however, final discretion for that request is up to the driver. HOLIDAYS AND SHIPPING: Commercial shippers (i.e., UPS/FEDEX) do not deliver or ship on major Holidays like Christmas, New Years, Memorial Day, July 4th, Labor Day, and Thanksgiving. Our office will be closed on those days as well. Please plan accordingly when you place your order and when you are deciding to ship Next Day Air or 2nd Day Air. Please count Business days only for shipping time. UPS/FEDEX do not count weekends and holidays, when they are calculating the days that it takes to deliver a package from the day they pick it up.

    What our customers say about our courses?

    1. When I got my ticket because I went over the speed limit... I wasn't very happy about taking this course...But I'm glad I did!!! I think everybody should take this traffic class. it was wonderful-THANK YOU!
      Bartira, Chicago, IL
    2. I loved it! I was able to finish faster than was approximated. so I was thrilled!
      Heather, Simpsonville SC
    3. Program is easy to follow and can be completed in a specific time.
      Russell, Dover OH
    4. You all have a great program, do not change a thing. Thank you very much.
      Oscar, Tulia TX
    5. I must let you know how much I enjoyed your classes.. It was a good update and very well presented... Every thing was clear and easy to understand.. Thank you so much for making this class available, Everyone who drives should take these classes...Again thank you.
      Marilynn, Apache Junction AZ
    6. I enjoyed the e-session better than the traditional classroom setting. General opinion -- this course should be offered to all drivers as part of the renewal process to encourage good defensive driving habits.
      Braun, Chicago IL
    7. I believe that this course was the best I have had on the subject and it came at a time when I had gotten into some very bad habits. Thank you so much for making it informative and interesting and colorful.
      ART McOmber, West Valley City UT

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    I need additional technical support. Where can I find it?

    Click on "Contact Us" to notify us.

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    What are cookies?

    A cookie is a message given to your web browser by a web server, and is stored on your system in a small text file. Web sites use cookies to recall user information, when you return to a web site that uses cookies, your browser sends information to the web server via the appropriate cookie file. The server can then present you with custom web pages, recall any preferences you have specified or even remember your login information in order to automatically log you into the site.

    SafetyServe uses cookies, if available, to cache user's identification and progress information. But, SafetyServe is not a cookies dependent site.

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    How do I set my browser to accept cookies?

    • In Microsoft Internet Explorer 4.x, to accept cookies:
    1. Click Edit - Preferences.
    2. Select Advanced.
    3. Under the Security heading, find Cookies.
    4. Select Always accept cookies, or Prompt before accepting cookies.
    5. Click OK.
    • In Microsoft Internet Explorer 5.x, to accept cookies:
    1. Click Tools - Internet Options.
    2. Click Security.
    3. Click Custom Level.
    4. Scroll to the Cookies sections.
    5. Under the Allow cookies that are stored on your computer section, select Enable or Prompt.
    6. Under the Allow per-session cookies (not stored) section, select Enable or Prompt.
    7. Click OK.
    8. Click OK again.
    • In Microsoft Internet Explorer 6.x,7.x to accept cookies:
    1. Click Tools - Internet Options.
    2. Click Privacy Tab.
    3. Move the scroll bar to the appropriate level in which to accept cookies .
    4. Click OK.

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    How do I clear my browser's cache?



    If you are still in the course, before proceeding with the following steps, please exit the course using the Exit flag.
    • In Windows:
    1. Close Browser
    2. Click the Start button and choose Control Panel (or 'Control Panel' on XP)
    3. Double click the Internet Options icon (switch to Classic View).
    4. Click the General tab.
    5. Under Browsing History, click on Delete...
    6. Only check ‘Temporary Internet files’
    7. Click the Delete button.
    8. Close out the Internet Properties Window
    9. Reopen the browser and launch the course again
    • In Macintosh:
      Safari
    1. Launch the browser. Click on Safari, select Empty Cache... and Empty to reset the cache.
      Chrome
    1. In the top-right corner of Chrome, click the Chrome Menu.
    2. Select More tools > Clear browsing data.
    3. In the dialog that appears, select Cached images and files.
    4. Click on Clear browsing data.
      Firefox
    1. Launch the browser. Click on Firefox, select Preferences...
    2. Select Privacy tab and then select Cache
    3. Click on Clear Cache Now
      Internet Explorer
    1. Launch the browser. From the Apple menu, select Internet Explorer > Preferences (OS X) or Edit > Preferences (OS 9.x).
    2. Push the down arrow next to Web Browser.
    3. Select Advanced and click the Empty Now.
    4. Click OK, close and reopen the browser.
      AOL
    1. Launch the browser. From the My AOL menu, on the AOL toolbar, click Preferences.
    2. Click WWW. Within Cache:, click the Empty Cache Now button.
      If no Cache section, please click Delete Files... under Temporary Internet Files.
    3. Click OK, close and reopen the browser.

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