Online CSA Training FAQs
Q: My user is reporting that they are unable to watch the video because it is not loading.
A: The latest version of either Mozilla Firefox, Google Chrome, or Apple Safariis also recommended for optimum viewing. If you cannot use any of those browsers and are using Internet Explorer, please use version 8 or higher withtool barsdisabled. Also the viewing may be affected by wireless connections or inadequate bandwidth. Please encourage your users to use a wired connection for best results.
Q: The user is unable to log-in and is being told their password is invalid.
Occasionally errors occur when user information is inputted into the system. Locate the user’s record and reset their password by overwriting it. Please keep in mind that the password field is case sensitive.
Q: The user completed the course and passed the test, but the system still shows them as needing the certificate.
A: Most of the time this occurs when the user does not select the “Finish Course” button at the end of the course. The certificate will not be awarded to the user until that button is clicked. Have the user log back into the system, click that button and the certificate should then be awarded. Certificates can be accessed and printed from the user’s “History” menu.
As a best practice, we recommend using the “Test Result Summary” report and only checking the “Passed” checkbox in the report filters to review the users who passed the test and in turn would pass the course. If any user has the certificate still in their inbox after passing the test, that would indicate they did not click the “Finish Course” button. They may go back to the course from their inbox and click that button to complete the process.
Q: I cannot see the users entered in by another administrator here on our campus.
A: As long as the users were placed in a group, you should be able to view them. Ask the administrator who created that user to verify that the user has been put in a group.
Q: The user does not have any courses or certificates to complete.
A: Check to make sure that the user has been assigned to a group on their membership tab. If not, assign them to the proper group. The course/certificate should appear next time that they log in to the system.
Q: The user is being asked to enter in a sitekey to access the system.
A: When following the exact hyperlink initially provided to you, users should not be asked for the sitekey. However, if they are, the sitekey is dstaf
Q: The user is indicating that they complete a section of the course, and they are unable to move on to the next section.
A: Typically the easiest fix for this is to clear out the user’s temporary internet files. Depending on the browser the user is using the instructions would be as follows:
Internet Explorer:
Firefox:
Google Chrome:
Q: When creating a new user, I received a message that the username is already in use.
A: Within the entire Online CSA Training Program, we have one pool of usernames, so if someone at another institution has already created a user with the username you are trying to use, you will be unable to use that username also. This typically only happens with common last names. The easiest way to resolve this is by making a slight modification to the username, by adding a number at the end, or a middle initial, something that will differentiate the username from the one which is already in the system.
Q: I am unable to view a user who I previously created; they have disappeared from the system.
A: You likely added an end date to that user’s record. Once that date passes, the user’s record is archived. To access the record, click the down arrow in the white search rectangle and select users. When the user list shows up, go to the Terminated Field and select Yes from the drop down menu. When the list of terminated users appears, click the pencil icon on the left of the user’s name to pull up the complete record. On the General Tab, remove the end date. We recommend that you not use the end date field unless a user has left the university, or no longer needs access to the training.
Q: The user completed the course, but did not print the certificate, how do we print it later?
A: The user should be able to locate the certificate in his/her Inbox on the Certificates tab. Once the tab is open there are two sub-tabs, Current and History, the certificate will likely be in Current, if not check History. To the right of the title of the certificate, select the blue circle with an “i”. When the certificate information window appears, click Print Certificate Image which will be towards the bottom in blue . As an administrator, you can also print individual users’ certificates by pulling up the user’s record using the white search rectangle and going to the Certificates tab, and then following the same steps the user would follow.
Q: In creating a new user, I am receiving the message that the e-mail address I entered in the Alert E-mail field on the Contact tab is an invalid e-mail address.
A: Make sure that there are no spaces at the end of the e-mail address. Once the spaces have been deleted, the system should accept the address.
Rev. 8/13
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