Technical Support

Answers to above FAQs:

• Why does my status say Not Started even though I have reviewed the course? [Top]
  
  It’s most likely that there some settings in your browser that are interfering with the correct tracking of your activity on our system. Please go to the link below which will bring up a Help document of all of the problems we currently know about that will interfere with our system. 
  
  http://vubiz.com/V5/Public/BrowserIssues.htm
  
  
• I’ve forgotten my password. What do I do? [Top]
  
  Contact support@vubiz.com with the name of your course and the approximate date you purchased the course. Also, if the course was purchased under a name different than your own (i.e. not your own credit card), please let us know the credit card holders name.
  
  
• How do I get a password? [Top]
  
  You will receive your password after your transaction has been approved by your bank, at the end of the e-commerce process. Please make sure to print out the page with your password information or carefully write down and keep your password in a handy place.
  
  
• How do I sign in? [Top]
  
  Generally, you sign in from the same page you started your purchase, by entering your password in the password box and clicking Go. Click on the My Content tab to access the course. After your purchase you will receive a conformation e-mail with a reminder of where to sign in. If you are still unsure, contact us at support@vubiz.com.
  
  
• Do I need to be connected to the Internet to take the course? [Top]
  
  Yes. We sell online courses that can only be taken while connected to the Internet. If your connection breaks while you are signed into the course, it will automatically sign you out of the platform and you must sign in again.
  
  
• Do pop-up blockers cause problems? [Top]
  
  Yes they create HUGE problems. These blockers prevent pop-up windows from opening which we require for our courses and assessments. You must disable ALL pop-up blockers - i.e. ensure your browser allows pop-ups.
  
  
• What are the minimum requirements for my PC in order to take a course? [Top]
  
  VUBIZ courses are optimized to run on Windows based computers and must be connected to the internet with...

  • Internet Explorer 6 or later (default configuration) and vuDistribution requires version 8 or higher
  • Pop-up blockers disabled!!!
  • Pentium class computer
  • 300+ MHz processor
  • 128 MB RAM
  • SVGA monitor capable of at least 16-bit color and 1024 x 768 screen resolution
  • Sound card with speakers or headphones (some content contains multimedia)
  • Adobe Flash 10 Player or later. Players are downloadable for FREE.
  • DSL or Cable access recommended

  
  
  
• Can I use my Mac (or other computers)? [Top]
  
  Newer MAC computers with a recent version of the Firefox browser will perform well. Older systems and the use of other MAC browsers are not supported.
  
  
• I got a message saying I have timed out. What is happening? [Top]
  
  To save valuable server resources our service will disconnect ("Time-out") if left unattended for 20 minutes. This means you will need to sign in again to resume your learning.
  
  
• I got a timeout but I just entered the site. What is happening? [Top]
  
  Whenever the service can't communicate properly with your browser it will disconnect ("Time Out"). Here is a detailed list of why your browser cannot connect properly with the Vubiz service:
  
  You left the service unattended for 20 minutes or more.
  
  You have set your browser security settings too tight. The default settings are normally perfect to run the Vubiz service. If you (or your organization) has tightened them you may not be able to connect to Vubiz. These browser settings are in "Tools/Internet Options/Security" (may vary with different versions).
  
  You clicked your "Back button" on your browser at the wrong spot. It's best to NEVER use your browser back button!
  You have your "cookies" disabled on your browser. Ensure you set your browser to enable cookies.
  
  You accessed Vubiz within a "pseudo" browser, such as Outlook. To access Vubiz you must open the Internet Explorer browser and access our service from there. Pseudo browsers do not maintain connectivity with servers.
  
  You right clicked on a link within the site which will open that page in a new window. This is a No-No - never right click on a link as the service needs all the component frames to work properly.
  
  You launched the site from an invalid bookmark. You must start the service at the beginning where you signed in - you cannot bookmark the service and start from there.
  
  
• I’m still having problems and I haven’t left my computer or clicked the back button. [Top]
  
  If you are still having difficulties then contact our technical team at support@vubiz.com with this information:

  • Your platform (PC, Mac)
  • Your operating system (Windows 2000, Windows XP, OSX, etc)
  • Your browser and browser version
  • (IE: internet explorer 6.0, Netscape 7.1 etc)
  • Your connection type (cable, DSL, modem etc)
  • Your network type (Home? Behind an office router?)

  
  
  
• What is your refund policy? [Top]
  
  No refunds will be processed unless there is a technical issue that we cannot resolve that prevents a Learner from effectively studying the course. Refund requests must be received within 30 days of the date of purchase.
  
  
• How long do I have access to my courseware? [Top]
  
  You have access for the number of days listed under Duration in the Catalogue, starting the day you purchase the course.
  
  
• What is your privacy policy? [Top]
  
  Our privacy policy can be accessed from our home page or by clicking here.
  
  
• Can I extend access to a course I purchase? [Top]
  
  We do not extend access to course except under unusual circumstances. If you feel that you have exceptional reasons why you think your access should be extended past the time you’re purchased, send an e-mail outlining these reasons to support@vubiz.com.
  
  
• Why is the course asking for Shockwave/Flash? [Top]
  
  Most of our courses require the Flash Player (or the Shockwave Player). These allow us to offer animation and other advanced features to enhance the learning experience. They are available for free from the Adobe website at http://adobe.com (Download Players).
  
  
• The e-commerce sale didn't seem to complete properly. What can I do? [Top]
  
  The final step of the e-commerce transaction is to click a button called "Click here to complete the sale". Clicking this button sets up your access and gives you the password to the course you just paid for. If you believe that there was an error or if you failed to click this button your access will have to be manually set up. Please send an e-mail to support@vubiz.com letting us know that your sale wasn’t completed as well as a copy of your receipt. Your access with then be set-up manually. Please allow a 48 hours turn around for a manual set-up.
  
  
• I'm having a problem printing my Certificate. Can you help? [Top]
  
  You may have difficulties seeing or printing the certificate if you have a pop-up blocker enabled on your computer. Please ensure you have all pop-up blocker disabled. If you think you have disabled your pop-up blocker or don’t think you have one on your computer and are still having problems please contact support@vubiz.com detailing the issue. Remember to include the site you’re taking the course through and the name of the course/examination.
  
  
• I have lost my receipt/certificate. Can you help? [Top]
  
  To request a receipt e-mail your name, the date you purchased, which program you purchased as well as through which site you purchased your program to support@vubiz.com and our support team will reply with your receipt by e-mail. You can re-print your certificate by logging into the site and clicking on the Examination link. If you have already passed the exam, your certificate will appear when clicking on this link.
  
  
• How do I disable pop-up blockers? [Top]
  
  Where do pop-up blockers come from? Very often, they are part of customized toolbars that Web companies such as Google, Yahoo! and AOL allow you to download and install in your browser. You may not even be aware that you have a pop-up blocker running on one of these toolbars. The pop-up blocker may appear as a button on the toolbar that can be turned on and off by clicking on the button. If the button allows you to "Allow all pop-ups from vubiz.com", then do so. If a button does not appear on the toolbar, you may be able to disable it by opening your browser, click on View, Toolbars; click on Web Features; click on the name of the toolbar you wish to disable. You may have more than one source of pop-up blockers. The Web browser Internet Explorer itself and most security and/or virus software programs also contain pop-up blockers and they must all be turned off. Ensure that you have turned off ALL pop-up blockers then run the Browser Test again to see if any are still causing problems. How are pop-up blockers turned off? This will vary according to the source of the pop-up blocker.
  
  You can turn off the pop-up blocker embedded in your browser (Internet Explorer, in this example) under the Tools menu.  

  • Internet Explorer Browser
  • Firefox Browser
  • Google Toolbar
  • Yahoo Toolbar
  • AOL

  
  
  
• I've paid for my course, where's my password? [Top]
  
  You should receive your password at the end of the purchase process. If you did not see your password, you may not have properly completed the purchase process. Please send an e-mail to support@vubiz.com letting us know that your sale wasn’t completed as well as a copy of your receipt. Your access with then be set-up manually. Please allow a 48 hours turn around for a manual set-up.