There are several factors that affect the performance and ability of the instructor led module to work correctly such as system hardware, what browser you use, antivirus software and company IT policy.
If you’re experiencing problems including (but not limited to):
- Slow loading between sections
- Course freezing
- A Spinning wheel
- Instructor led module not syncing
- Instructor led module appears Grey
- Instructor led module doesn’t do anything when clicking buttons
Then the first step is to run the system checker built in to the online system – this will give you an idea if your system is capable of running the module.
To run the system checker, go to https://training.ipaf-pal.org, click ‘System checker’
Then ‘Run tests’
It should come back with something similar to:
If the system fails for:
- ‘Windows version’ then you’re using a version of Windows lower than Windows 7 and you will have to upgrade or purchase a new laptop.
- ‘Modern browser’ – Change your web browser, we recommend Internet Explorer 11, Edge, Google Chrome (https://www.google.co.uk/chrome/browser/desktop/) or Firefox (https://www.mozilla.org/en-GB/firefox/new/)
- ‘Cookies’ – Cookies may be disabled or not fully allowed,
- Guide for allowing cookies on Internet Explorer - https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies
- Guide for allowing cookies on Google Chrome - https://support.google.com/accounts/answer/61416?hl=en
- Guide for allowing cookies on Firefox - https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
- ‘Clock accuracy’ – The date or time must be incorrect
- Guide for changing date/time on Windows 7 - http://www.homeandlearn.co.uk/BC//win7/windows7_clock.html
- Guide for changing date/time on Windows 8/10 - http://www.isunshare.com/windows-10/2-ways-to-change-date-and-time-on-windows-10.html
- ‘Connection Speed’ – Connection speed would only affect the offline module when syncing data (if you have a slower connection it may take longer to sync)
- ‘Network Latency – As above.
- ‘Firewall’ - the URL https://training.ipaf-pal.org is being blocked and you may need to add an exception in your antivirus/firewall software or speak to your IT Department to have the URL unblocked.
Provided everything looks good then move on to looking at the performance of your system.
- Open Task Manager (right click the taskbar and select ‘task manager’)
- Using the processes/performance tabs check how much CPU/Memory and Disk usage is currently being used. (You can click each of the percentages to order highest to lowest)
- Open the Instructor Led module. If any are high (50% +) then either A) something is taking up more resource than expected or B) your machine is on the lower end of the recommend specifications that are required for the offline module to run properly. Close down anything you’re not currently using to free up resources E.G. Task Manager screengrab:
4. Check how much space your hard drive has left. Open ‘my computer’ or ‘this pc’ look at your system drive (C:) if there is a red line (something like this):
Then your hard disk is running out of space and could be preventing the module loading data correctly. You would have to clear off any unnecessary files or ask your IT department as you may not have access to delete anything.
If your system meets the minimum requirements, passing the system checker and your performance looks good, then your internet browser may be the issue.
We recommend Internet Explorer 11 (IE), Microsoft Edge, Google Chrome or Firefox. Note: With anything less than IE10 installed (even if you’re running the course with a different browser) the offline course will not work correctly.
Checking what version of Internet Explorer you’re on:
Step 1: Open Internet Explorer
Step 2: Click the cog at the top right and select ‘about internet explorer’
The version will now show e.g.
If your version of Internet Explorer is older than Internet Explorer 10, you can:
- ask your IT department to upgrade you
- Run windows update on your PC (https://support.microsoft.com/en-us/help/12373/windows-update-faq)
- Download IE11 directly from Microsoft and install it (https://www.microsoft.com/en-gb/download/Internet-Explorer-11-for-Windows-7-details.aspx)
Issues you are likely to encounter if you don’t have an up to date IE are:
- Instructor led module appears completely Grey with no buttons to click (as seen here)
- The Module appears but clicking any of the buttons, does nothing.
If upgrading your browser doesn’t fix your problem or you’re experiencing a different issue perhaps your AntiVirus or Firewall is blocking the module.
Certain Antivirus software may wrongly report the offline module as a virus. If you are seeing white screens when loading or the module not loading at all then this is likely to be the issue. You can temporarily turn off the anti-virus software for a few moments as a test (provided IT policy permits this). If this works then:
- Add a web exception - add the URL 127.0.0.1 as an exception to both your antivirus software (generally only required for AVG) AND the Internet Explorer ‘Trusted Sites’ located within Internet settings.
- Adding a web exception to AVG: https://support.avg.com/SupportArticleView?l=en_US&urlName=How-to-exclude-file-folder-or-website-from-AVG-scanning
- Add an exception to Internet Explorer: http://answers.microsoft.com/en-us/ie/forum/ie9-windows_7/how-do-i-add-a-site-to-my-trusted-sites-list/98cc77c8-b364-e011-8dfc-68b599b31bf5
- Adding a file exception – Add the IPAF instructor led module file itself as an exception. Adding these exceptions vary for each antivirus.
- A list of some anti-virus clients and how to add file exceptions:
- AVG: http://smallbusiness.chron.com/add-exceptions-avg-54277.html
- Kaspersky: http://support.kaspersky.com/2695#block2
- Bitdefender: http://www.bitdefender.co.uk/support/how-to-add-application-or-process-exclusions-in-bitdefender-control-center-1119.html
- Avira: https://support.refog.com/hc/en-us/articles/202373508-Avira-Free-Antivirus
- Norton: http://www.sfrep.com/knowledgebase/?id=1269
- Mcafee: http://smallbusiness.chron.com/add-exceptions-mcafee-69566.html
If you try adding exception and find things are greyed out, then your IT policy could be a problem.
3. Add the following URL's as exceptions:
Company IT policy
If your laptop is fully managed by an in house IT team, there could be blockers in place stopping the offline module running (either with the downloaded software or blocking our url https://training.ipaf-pal.org). It will likely be the case that you will not have the permissions to resolve the issues yourself and will require your IT team adding the exceptions for you.
If you are still experiencing problems after trying all of the above then please submit a request and a member of the support team will be in touch to assist.