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Student
Troubleshooting
AlcoholEdu for College, Haven, & Transit!
2014-2015
The$following$may$be$helpful$should$your$students$encounter$technical$issues$with$our$courses.$
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Minimum!System!Requirements:!
EverFi$supports$any$major$web$browser$released$within$the$previous$two<year$period.$Some$browsers$may$
require$Adobe$Flash$for$multimedia$content.$
• Chrome$20+$
• Firefox$14+$
• Safari$5+$
• Microsoft$Internet$Explorer$9+$
• AlcoholEdu$for$College$is$also$supported$on$the$default$browser$on$Android$4.0+$
• Smartphones$will$not$work$
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Resolve!Most!Issues!w/!these!3!steps:
• Switch!browsers$<$use$Chrome$or$Firefox$when$you$can$instead$of$IE$
• Clear!Cache:$http://www.wikihow.com/Clear<Your<Browser%27s<Cache$
• If$you$seem$stuck ,$you r$scree n$m a y$be $zoo m ed $in$too$m u ch $cau sing $you $to$m iss$a$p rompt$or$
navigation$button.$To$zoom!out$on$a$PC$hit$"control$0$(zero)"$and$on$a$Mac$hit$"comm an d$0 $(zero)".$
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Additional!Troubleshooting!Options:!
• Close$all$other$applications$and$tabs$(i.e.$iTunes,$Facebook,$YouTub e,$etc.)$$
• Full$Screen$mode:$Windows,$press$F11/Mac,$click$View$menu$on$the$browser$and$select$Full$Screen$
• Ensure$the$course$is$in$its$own$browser$window$and$not$within$a$frame$of$the$school$portal$or$email$
client$
• If$on$a$wireless$connection,$try$a$wired$connection$
• Reboot$the$computer$
• Disable$all$popup$blockers$and$3rd$party$toolbars$
• Try$accessing$the$course$from$a$different$connection$(computer$lab,$library,$etc.)$
• Try$accessing$at$a$different$time$of$day$(during$non<peak$internet$usage$hours,$i.e.$morning)$
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Still!Need!Help?
Students$can$visit$our$24/7$tech n ica l$su p p o rt $ce n te r $to $speak $with$a$live$agent$or$submit$a$ticket.$Click$the$
Help$link$in$our$course$to$access$this$site$or$go$directly$there$via$this$link.$
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If$you$are$fielding$a$stude nt$qu estio n$a nd $w ill$be$directin g$it$to$yo ur$P artn er$S erv ices$R ep resen ta tive,$plea se$
help$us$help$you$by$gathering$the$following$details$(if$you$don’t,$we’ll$ask$you$for$them$anyway):$
• Name$of$student$
• Name$of$Course$
• Description$of$problem$
• Student’s$system$details$which$they$can$tell$you$by$going$to:$http://supportdetails.com/$
• Screenshot$of$the$problem$
o Directions$to$take$a$screenshot$on$a$PC:$
1. At$the$point$in$which$you$have$the$problem$hit$your$"Print$Screen"$button$on$your$
keyboard.$
2. Open$Word$
3. Go$to$the$Edit$menu$and$click$Paste$
4. Save$the$file$
5. Open$your$email$and$attach$the$file$you$just$saved$and$send$it$back$to$me.$
o Directions$to$take$a$screenshot$on$a$Mac:$
EverFi!–!Instructor!Resourc e!Guide
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2!
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1. At$the$point$in$which$you$have$the$problem$hit$Command+Shift+3$all$at$the$same$time$
on$your$keyboard.$
2. This$will$save$a$picture$of$your$screen$on$your$desktop$
3. Open$your$email$and$attach$the$file$you$just$created.$
4. Another$method$for$capturing$screen$shots$in$Mac$OS$X$is$by$using$the$bundled$Apple$
utility,$Grab,$located$in$the$Applications$>$Utilities$folder.$To$capture$the$screen$with$
Grab,$run$Grab,$and$then$choose$of$the$capture$modes$from$the$"Capture"$menu:$
Selection,$Window,$Screen,$Timed$Screen.$
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Media!&!Advertising!Blank!Activity!
In$the$Drinking$&$Motivation$module$there$is$a$Media$&$Advertising$activity$that$displays$fake$alcohol$ads$
appealing$to$men$and$women.$
If$the$student$has$AdBlock$insta lle d,$the$fake$advertisement$is$getting$blocked.$
EverFi!–!Instructor!Resourc e!Guide
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Steps!to!work!around:!
1. Click$on$the$AdBlock$icon$in$your$ browser’s$toolbar$(it$looks$like$a$red $stop $sign$with$a$white$hand$
symbol$on$it)$ $
2. Select$the$“Don’t$Run$on$Pages$on$this$Domain”$option.$
3. In$the$window$that$opens,$click$the$“Exclu de”$option$
4. This$returns$you$to$the$ Main$Menu$in$the$course.$When$you$revisit$the$Drinking$&$Motivation$
module,$the$content$will$now$display$and$the$student$can$progress$in$the$ co urse.$
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