Common Support Topics

Learning Management System (LMS)

How do I log in to the LMS?

  1. Go to the training login page
  2. Enter your Username, Password, and Company Login Name and click the Login button
  3. Upon successful login, you will see a personal training menu containing the courses for which you are registered
  4. Click the start button next to a course title to launch it

 

My True Office Learning LMS username/password isn't working

If you are receiving an error message at the top of the login screen, before resetting your password, please first make sure that information you entered is correct. Please make sure to type out your credentials in the required fields, copying and pasting can include hidden characters and/or spaces.

To reset your password:

  1. Click the Forgot your password? Click here to retrieve it! link below the login box
  2. Enter your email address and click Submit - ensure that you enter the email address at which you've received your invitation to complete your training
  3. You will receive a temporary password to the email address in our records
  4. If you haven’t received your temporary password please check your Junk or SPAM Mail Folders or check with your internal IT Team to unblock emails coming from True Office

 

I'm unable to connect to the LMS API/Reporting System

If your company requires a VPN access to internal systems, then you must log in via your VPN provider in order to access the course.
This may also happen if the True Office domain isn’t whitelisted with your company, or because of another proxy issue. If this is the case, please contact your internal training administrator to get this issue resolved.

 

I can't run my course: it shows an “X” in my training portal

This is because your course has expired. In order to extend the course expiration, please contact your internal training administrator so they may put in a request to extend the course.

 

The course won't open (True Office Learning LMS)

Pop-up blockers can prevent the course from beginning when you click the ‘start’ button next to the course title in the True Office Learning’s Learning Management System.

To allow the course to launch:

Google Chrome

  1. On your browser toolbar, click More (it's the three vertical dots), then "More Tools >", and select "Clear Browsing Data"
  2. In the 'Clear browsing data' box, select the tick boxes for "Cookies and other site data" and "Cached images and files"
  3. Use the menu at the top to select the amount of data that you want to delete. Choose "beginning of time" to delete everything
  4. Click "Clear browsing data"

Internet Explorer

  1. On the top right click the Settings button for the options to expand (it's the three horizontal dots) and towards the bottom click on "View Advanced Settings"
  2. At the top of the dropdown find "Block pop-ups" and click the toggle button to change the setting to "Off"

Mozilla Firefox

  1. In the menu select Tools, then click on Options at the bottom.
  2. Click on the tab labeled "Content" and uncheck the box next to "Block pop-ups windows"
  3. Then click OK to close the window

If the same issue persists, contact your local system administrator or desktop support for further assistance.

Poet Editing

Supported Browsers

Poet uses technology that is only supported on modern web browsers. Please login to Poet using one of the following applications:

Please note that Internet Explorer is not supported.

Scholar Courses

Re-viewing/Resuming your course

You may resume an interrupted course or review a completed course by following the same process used to initially login to the learning management system.

True Office Learning's LMS tracks your progress through a course to ensure training records are accurate and complete. This allows you to exit and resume the course where you left off at any time.

In addition, training managers may view information such as the location from where you logged on (IP address), when you started the course, when you completed the course, and how you performed on the course test, if applicable.

 

When the course is frozen or stuck

This issue can occur when Internet Explorer’s “Compatibility View” feature is enabled. "Compatibility View" is not supported. This feature forces modern, supported Internet Explorer versions to use the rendering engines found in older, unsupported versions of Internet Explorer. This can result in functionality issues, visual degradation, and overall a poor user experience on our products.

How to update Compatibility View Settings:

  1. If using Internet Explorer 9 or higher, go to step 3
  2. If using Internet Explorer 8, select Tools->Compatibility View Settings as shown below Go to step 4
  3. If the menu bar is not displaying, hit the ALT key while in Internet Explorer to have it display. Then choose Tools->Compatibility View Settings
  4. Make sure to "uncheck" the bottom item "Display all websites in Compatibility View" as shown below: 

If the same issue persists, contact your local system administrator or desktop support for further assistance with Compatibility View.

 

Can't find the course window (After reading Policy/Course Materials)

As you click on the policy/code button in the course, the course gets pushed behind that window – don’t worry, it's still there.

You can close or minimize the policy and the course should appear for you. Please do not launch the course again, as it's still active. Navigate back to the (minimized) course window and you'll be able to move forward.

 

Error messages in the course

The course has most likely timed out after an extended period for security reasons. Please check your network configuration and try again.

Error messages such as "a system error has occurred" or "error with course communication" usually mean that your computer has temporarily lost communication to True Office Learning servers. This can occur when:

  • Multiple applications and browser windows are open (because other applications may interrupt the flow of data streaming from True Office Learning).
  • The wireless Internet connection is interrupted.
  • Connection is attempted during a system upgrade.

To resolve the issue:

  1. Close all browser windows and system applications
  2. Then attempt to connect to the system again

If you continue to experience connectivity issues, try to access the system via a hardwired (versus a wireless) connection.  If the error message persists, clear your browser cache or reboot your system.

 

Course won't load/advance

Please try opening the training in a completely different browser (if you're using Internet Explorer, for example, try Mozilla Firefox instead). If that doesn't work, or isn't an option, please clear your browser's cache.

To Reset the Browser Cache (Browser Specific):

Google Chrome

  1. Click the wrench icon in the upper right-hand corner and select Options
  2. From the menu on the left-hand side select "Under the Hood"
  3. At the top of the window, click the "Clear Browsing Data" button
  4. From the popup, leave the default boxes checked and click the "Clear Browsing Data" button
  5. Close the Options tab
  6. Close and reopen the browser

 Internet Explorer

  1. Click on the gear icon in the upper right-hand corner titled Tools
  2. Select Internet Options from the menu
  3. Under the heading "Browsing History" click the Delete button
  4. Un-check the top check box "Preserve Favorites website data" and check the other boxes
  5. Click the "Delete" button at the bottom
  6. Click "OK" at the bottom of the window
  7. Close and reopen the browser

Mozilla Firefox

  1. From the main menu, select Options
  2. Click the Privacy icon in the top row
  3. From the center of the window, select the "clear your recent history" hyperlink
  4. Use the dropdown box to select"Everything" and then click the "Clear Now" button
  5. Select the "OK" button at the bottom
  6. Close and reopen the browser

Audio & Video

 

Audio/Video playback is skipping or laggy

For the best experience, avoid downloading other files or checking for e-mail while taking a course, as performing other internet-related activities can interrupt the stream of data and cause an erratic experience.

If the same issue persists, contact your local system administrator or desktop support for further assistance.

 

No audio

Not all courses are accompanied by audio narration, music, and sound effects. Ask your training manager if this is the case. If the course does indeed contain audio, please follow the below steps to troubleshoot:

  • Ensure your speakers or headphones are plugged securely into the correct jack on your device and the power is turned on (if applicable)
  • Ensure the volume level is turned up on your device
  • Launch other familiar websites or applications with audio to test your audio output capabilities and the volume level

If the same issue persists, contact your local system administrator or desktop support for further assistance.

General Errors

Flash Player errors

Please click here to ensure that your Flash player is installed and is current. 

 

Network Connection error

Unfortunately, an error like this relates to your internet connection, not the course itself. However, there are a few things you can try to resolve this issue. Usually by opening the training in a completely different browser (if you are using IE try switching to Firefox) you'll  correct the problem.

Here are some additional actions to can take to troubleshooting the course:

  • Close any browser windows not related to the course
  • Close your email client
  • Close any applications that may be using a lot of bandwidth
  • If you are using a VPN or Citrix and have the option to complete the course using a direct
  • connection to the internet, please do so
  • Clear your browser cache and load the course again

RealBiz Shorts

Accessing the RBS Video Library

  1.  Go to realbizshorts.net
  2. Enter your username and password.
    If you forgot your password and need to reset it, click the "Forgot Your Password" link and follow the prompts.
  3. Once logged in, your Dashboard will appear.
    Find a video by entering a keyword in the Search Bar at the top of the screen, or browsing the Categories link to the right.
  4. Hover over any video title to see a summary.

 

Downloading a RealBiz Short video

 Once on a given video’s page, as shown in the screen capture, follow these steps:

  1. Click the Download button directly below the video thumbnail.
  2. Select the file format you'd like to download (see below)
  3. Click "Download"

 

Having trouble downloading?

Once selected, videos should download to your device automatically. However, it may take a few minutes.

If downloads are taking several minutes or not working:

  1. Above the video thumbnail, click on Asset Details.
  2. In the dropdown, click on Shares.
  3. For the video title you'd like to download, click on the Order Number at left, or View Order at right.
  4. On the subsequent screen, click on Download below the thumbnail (not "Download All").
  5. A dialog box will pop up. Click Download once more.
  6. The system will ask you to select an intended use. Select an option from the list and click Save.
  7. Your video will begin to download.

 

Available video file formats

WMV
This file type will play on PCs only


Apple Quicktime/MOV
This file will play on Macs only


Flash
For embedding on web pages

 

Video resolutions

HD (Recommended)
Good for projection screens and large monitors
Dimensions: 1280x720px
Large file size
Plays at 5 Mbps

High Resolution
Good for desktops/laptops
Dimensions: 640x360px
Medium file size
Plays at 1 Mbps

Low Resolution
Good for emails and poor connections
Dimensions: 320x180px
Small file size
Plays at 320 Kbps

 

Sharing a video using the RealBiz Delivery Kit (RDK)

  1. Log in and view your dashboard on realbizshorts.net. The RDK is the main panel on the left side of the screen.
  2. Follow the onscreen prompts to generate an email with your video included.
  3. Email the video to your team!

 

Sharing a video on your own

  1. When viewing an individual video's page on realbizshorts.net, click the Share button (directly below the video thumbnail).
  2. Select the sharing method –  link or embed. (A link is best for sharing via email; an embed you would place the video within a line of code on an intranet page)
    • If using a link – select Video With Player from the dropdown, copy the link that appears, and distribute to your employees as you would any other web link.
    • If using an embed – select Video With Player from the dropdown, then copy/paste the code into an appropriate page on your company intranet. To drive traffic to the video, distribute a link to the specific intranet page where you embedded the code. 
  3. You may want to Contact your IT or Video department and have them create a set of internal web pages, each displaying a different video. These pages can then be kept private and be distributed or integrated with other platforms as needed, by linking to that internal web page.

  

 

I don't see a video for a particular topic

Suggestions are welcome! To submit a topic, email rbsethics@secondcity.com


Haven't found what you're looking for? Let us know.

REPORT AN ISSUE


System Requirements

 

Microsoft Windows

  • Internet Explorer 8, 9, 10, or 11*
  • Windows 7 or Windows 10
  • 2.33Ghz or faster x86-compatible processor, Intel Atom 1.6Ghz or faster processor for netbooks
  • 1GB of RAM
  • 128MB of graphics memory
  • 16 bit (thousands of colors) display with 800 x 600 resolution or better
  • Sound card
  • Mozilla Firefox**
  • Google Chrome**

Mac OS

  • Mac OS X**
  • Intel Core Duo 1.83Ghz or faster processor
  • 1GB of RAM
  • 128MB of graphics memory
  • Safari**
  • Mozilla Firefox**
  • Google Chrome**

Apple Mobile Devices

  • iOS**
  • iPad or iPad Mini
  • Safari

 

Android Mobile Devices

  • Android 7.1.2 or later
  • Tablet device
  • Google Chrome**
  • Minimum of 788px by 477px browser viewport in landscape orientation

*Course and LMS issues can occur when Internet Explorer’s “Compatibility View” feature is enabled. "Compatibility View" is not supported. This feature forces modern, supported Internet Explorer versions to use the rendering engines found in older, unsupported versions of Internet Explorer. This can result in functionality issues, visual degradation, and overall a poor user experience on our products.

**Latest version, plus one version previous, are supported.

 

Minimum Bandwidth

  • 256kbps download / 64kbps upload per learner
  • All users (including those on tablets) must maintain a constant, uninterrupted high speed internet connection to the content server and learning management system

Recommended Bandwidth

  • 5Mbps+ download / 1Mbps+ upload per learner

 

True Office Learning uses auto-detection routines to check trainees’ browsers for the Adobe Flash plug-in, JavaScript, and cookies. If these are absent or inactive, the trainee is redirected to an error page and given specific instructions. In rare instances, True Office Learning may be unable to support computer systems that require certain programs which interfere with the normal operation of the Adobe Flash plug-in and the web browser.