|
|
|
|
|
|
SYSTEM
REQUIREMENTS
|
|
|
|
|
1. Do I need a high speed
Internet connection to access the HCIN courses?
|
Yes,
you will need to have a high speed connection (DSL or cable) to view the
video streamed courses that we offer. If you attempt to access a course over
a dial-up connection the video may not play at all or may buffer
excessively. We do not support access over a dial-up connection.
|
|
|
|
2. Can the courses be viewed on
a MAC as well as a PC?
|
Yes,
courses can be viewed on both types of computers, although some features
may not work properly on a MAC. If you are trying to view on a MAC, please
make certain software is installed that will let you run Windows Media
Player. Some MAC users have reported problems printing course completion
certificates. If you encounter this problem, please access from a PC to
print certificates.
|
|
|
|
3. Do I need any special
hardware?
|
The
computer that you use to access HCIN courses must be equipped with a sound
card and speakers or headphones.
|
|
|
|
4. What software do I need to
view the HCIN courses?
|
If you
are accessing courses from a PC you will need to have up-to-date copies of
the following:
·
Browser (for
example, Internet Explorer 6 SP1, Firefox version 2 or higher)
·
Windows Media
Player 9 or higher
·
Windows 2000, XP,
2003 or Vista
·
MAC users will need
OS X
|
|
|
|
5. How can I tell if I have
current versions of required software?
|
If your
computer has been purchased in the last 4-5 years, it is likely that you
already have needed software installed. To check software version numbers
for Microsoft products, open the application and click on “help” then on
“about.” This will open a screen that will display the software version
number.
|
|
|
|
6. What do I do if I do not have
a current version of Windows Media Player or a browser?
|
You can
download current versions of these applications for no cost:
|
|
|
|
7. What are the symptoms
indicating that a current version of Windows Media Player is not installed?
|
If you
are using an old version of Windows Media Player the video stream will try
to start but will not run smoothly. The sound will break up and the video
will stop and start. Download and install a newer version of WMP and
attempt to start the video stream again.
|
|
|
|
Back to Top of Page
|
|
|
|
|
VIEWING
PROBLEMS
|
|
|
|
|
8. What do I do if a current
version of Windows Media Player is installed but the audio and video are
breaking up or will not start at all?
|
This is
usually an indication that your computer’s cache is full and needs to be
emptied. To address this problem you will need to delete temporary Internet
files that are stored on your computer. If you are using Internet Explorer
do this by clicking on “Tools” on the browser menu bar and then on
“Internet Options.” Select “Delete Temporary (Internet) Files” and then
click on “Yes.” This will not harm your computer in any way.
|
|
|
|
9. When I click on a link to
view a presentation I am taken back to the login page, now what do I do?
|
This is
also an indication that your computer’s cache may be full. Please follow the
instructions immediately above.
|
|
|
|
10. I can see the video but I
can’t hear the audio, what can I do to fix this?
|
If the
video is playing but you can not hear the presenter, please make certain
that your computer speakers are plugged in and turned on. Also make certain
that you have not muted the sound on your computer.
|
|
|
|
11. I have current version of
Windows Media Player and have emptied the cache, but still can’t start the
presentation. Now what do I do?
|
If you are
attempting to access the seminar from an office computer connected to a
network, contact your technical support person to make certain that there
is nothing blocking the video stream. With the growing popularity of sites
like You Tube, a number of companies have blocked access to online video.
If nothing is blocking the video stream and you are still having a problem,
please send us an e-mail and we will contact you to see if we can determine
the source of your problem.
|
|
|
|
12. I am having trouble finding
the handouts in the presentation I am viewing. Where is the “details” link?
|
If you
have viewed our programs in the past, you may be used to looking for the
“details” link to access the handouts for a presentation. We have upgraded
to a new version of the presentation player and now the “details” link has
a new look and name.
|
|
|
|
|
|
Instead
of looking for the “details” link, you will now find the handouts in the “Presentation
Links” tab, which is located above the video and looks like two
paperclips, or two links of a chain intertwined, as the picture to the
right shows.
|
|
|
|
|
|
Back to Top of Page
|
|
|
|
|
LOGGING IN
|
|
|
|
|
13. I placed my order with HCIN
and have not received my login information or any confirmation for the
program(s) I purchased?
|
HCIN’s
policy is to send a confirmation for any program(s) purchased via email
using the email address that was supplied on the order form we received. If
you are waiting for confirmation, please try the steps below:
A) We
recommend that you first check your messages in the email account you
provided us with. It is very common for the confirmation email we send you
to get filtered into either a Junk or Spam folder. Depending on the type of
order you place, the confirmation email you will receive is sent from
either vieweraccess@homecareinformation.net or an individual HCIN
Customer Service Representative’s email address ending in
“stony-hill.com”
or “homecareinformation.net”.
B) If
for any reason the email you supplied to HCIN on the order form was spelled
incorrectly or hard to read, it is possible that the email we send will
not reach you. In this case, we will most likely call to verify your email
address and confirm your order with you over the phone.
C) If
the email address you provided was correct and you still have not received
confirmation, please keep in mind that HCIN’s policy is to have your
order processed and confirmation sent to you (within normal business hours)
on the same day of your order or within 24 hours of receiving it when your
order is received at the end of the day. Orders are normally processed as
soon as they are received.
D) If
you still have not received confirmation after checking the above
information, and it has been more than 24 hours since you sent your
order, and your order was received on a normal business day, then please
give us a call to inquire about your order and make sure there were no
problems with us receiving it.
|
|
|
|
14. What do I have to do when I
login into my account for the first time?
|
The
first time you login you will need to sign the viewer acknowledgement. When
this is done your course catalog will open. Your HCIN administrator must
initialize (activate) courses so links to your courses will display. Until
these two steps are complete you will not be able to access your courses.
|
|
|
|
15. What do I do if I enter my
login name and password but my course catalog does not open?
|
Begin
by making certain you are using the correct organization id, login and
password. None of these items is case sensitive. If you have changed your
login and password at any time you need to make certain you are using the
new login and password, not the old one. If you have forgotten your login
and/or password, please follow the instructions below.
|
|
|
|
16. What do I do if I have
forgotten my login and/or password?
|
If you
have forgotten your organization id, login or password contact the
individual in your organization who administers HCIN use.
|
|
|
|
17. How do I change my password
or login name so it is easier to remember?
|
If you
have need to change your login or password contact
the individual in your organization who administers HCIN use. Only they
will be able to make these changes. Once changed, the next time you want to
access your courses you will need to use the new login and/or passwords
that changed for you.
|
|
|
|
Back to Top of Page
|
|
|
|
|
ONLINE TESTING
|
|
|
|
|
18. How do I take the test to
get credit for completing the course?
|
To receive
credit for completing an HCIN course you will need to complete an online
post test. You can access the test by clicking on “Start Test” in your
course catalog or by clicking on the post test button in the viewer window.
When you do this a brief course evaluation form will open. You need to
complete this form before you will be given access to your test.
|
|
|
|
19. I am unable to access the
test by clicking the post test button in the viewer window, what should I
do?
|
If you experience
problems being able to access your test by clicking on the post test button
in the viewer window, simply close the viewer window and open the test from
your course catalog by clicking on “Start Test.”
|
|
|
|
20. Is there a time limit for
completing the test?
|
You
will have 60 minutes to complete the online test for the course that you
have viewed. Your online session will time out if you do not complete the
test in this time period.
|
|
|
|
21. If I do not pass the test, can
I take it again?
|
Your
online test will be automatically graded when you click on the “Submit”
button. If you do not get a passing grade (typically of 70%), you will be
able retake the test again. When you login to re-take the test you will not
have to complete a course evaluation.
|
|
|
|
22. How do I print my course
completion certificate(s)?
|
Your
certificate will be available immediately after you have passed your test.
You can view and print the certificate by clicking on “Your Certificates” in
the Viewer Menu and then clicking on the link to the completion certificate
you want to print. Then follow the instructions on the screen. Please note:
some problems have been encountered by MAC users when trying to print
certificates. If you encounter this problem, please access from a PC to
print.
|
|
|
|
23. My test results are not
displayed in testing history and a certificate is not available, what do I
need to do?
|
HCIN’s software automatically posts test results to your
viewer account and creates a completion certificate when you pass a test.
Some users have mistakenly assumed that completion of the evaluation is
sufficient to generate a certificate. To verify that you have successfully
passed a test, try to take the test again. If there is a record of your
test on file a message will be displayed telling you that you have already
passed.
|
|
|
|
Back to Top of Page
|
|
|
