Troubleshooting Guide

Contents

• Online Course - Flash Version
• Online Course - Windows Media Version
• USB External Hard Drive Course
• Cram Flash Drive Course

Online Course - Flash Version

If you are experiencing problems such as video "freezing", stopping, or crashing the browser/system when you click on the "Play Flash" link on the Online Course, please follow these steps to correct the problem. If after following each step you are still having problems, please contact support.

1. Make sure the computer you are using meets the system requirements by running our System Scan. Most of all viewing problems are the result of fluctuations in bandwidth, or a "slowing down" of your connection to the Internet. Be sure that your Internet connection speed is compatible with the course requirements.


2. Shut down all other programs while viewing the course. This frees up system resources to help process the video stream.


3. If using a wireless connection, try plugging the computer directly into your router with a LAN cable. Wireless connections can fluctuate resulting in interruption of the video stream.


4. If you are behind a firewall or proxy server, click on the link under the video screen tilted "Trouble Viewing?" This changes the port and protocol on which the video streams.


5. Turn off your screen saver and be sure that your computer does not go into "sleep" mode. To do this on a Windows Vista system go to:
   
   Start > Control Panel > Hardware and Sound > Power Options
   
   Make sure the "Recommended Settings" radio button is checked, then click on "Change Plan Settings". Set "Turn off display" to "Never" and set "Put the Computer to Sleep" on "Never". If you wish you can put these settings back to the default after viewing your course.


6. Update your Adobe flash player. You can get the latest version here: http://get.adobe.com/flashplayer/


7. Use the Firefox browser. We have found that Firefox is a much more stable browser than IE. You can download it for free here:
   
   http://www.mozilla.com/en-US/firefox/
   
   After installing Firefox, or if you already have Firefox installed, open the Firefox browser and click the link below to install the latest version of Flash player:
   
   http://www.macromedia.com/go/getflash/
   
   Next, reboot your computer, then open Firefox and log into the online course.


8. If you continue to have problems with the Flash Video version of the Online Course, try using the Windows Media Version.

Online Course - Windows Media

If you are unable to view the Windows Media version of the Online Course, please follow these steps to correct the problem. If after following each step you are still having problems, please contact support.

1. Make sure the computer you are using meets the system requirements by running our System Scan. Most of all viewing problems are the result of fluctuations in bandwidth, or a "slowing down" of your connection to the Internet. Be sure that your Internet connection speed is compatible with the course requirements.


2. Install the latest version of Windows Media Player. You can get the latest version here: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx


3. If using Internet Explorer as your browser, make sure you allow the ActiveX plugin to install. To enable, click on the yellow bar and select "Run ActiveX".
   
   
4. If using Firefox as your browser, you need the Windows Media Player for Firefox plugin, which you can get here:
   
   http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx


5. Shut down all other programs while viewing the course. This frees up system resources to help process the video stream.


6. If using a wireless connection, try plugging the computer directly into your router with a LAN cable. Wireless connections can fluctuate resulting in interruption of the video stream.


7. If viewing from work note that some corporate networks block video streams. Check with your IT department to see if this is the case and ask if a policy exception is possible.


8. If you are still having problems, try the Flash version of the online course.

USB External Hard Drive Course

• I'm connected to the Internet, it's my first Install, and I'm still getting "Invalid Serial Number".

  Be sure you are using the correct serial number that was sent to you in an email from Roger CPA Review. Other numbers you may find on the packaging are not your serial number.

  If you are certain you are using the correct serial number, the program is probably being blocked by a firewall. This happens regularly when trying to install on a company computer - even if you are using that computer from home. If you do not have access to another computer, contact support for a workaround.

• I'm installing on a second computer and I keep getting "Invalid Serial Number".

  Your second install needs to be approved. Contact our office and they can clear your second install.

• My computer does not recognize my USB Drive.

  If you have access to another computer, plug the drive into that computer and see if the computer recognizes the drive. If not, you may have a faulty drive. Please contact support.

  If the second computer recognizes the drive, try plugging the USB into the back of the first computer (applies only to desktop computers). The USB ports on the back of the computer are usually prioritized in your computer's hardware scheme.

• There are no controls on the video, only a black bar.

  This is a known issue with Windows Vista 64 bit, which requires the program to be run in "Compatibility" mode. Here's how you do that:
  
  1. For each .exe file on the USB drive, right-click and select Properties.
  2. Select the "Compatibility" tab
  3. Under Compatibility mode check the box next to "Run this program in compatibility mode for Windows XP Service Pack 2"

• The program says I must be logged on as an Administrator.

  Open Explore and navigate to your USB Drive. For each .exe file on the USB drive, right-click and select "Run as Administrator"

• The video screen is green, no picture, but I can hear the audio.

  Open the QuickTime player on you computer. Got to Edit > QuickTime Preferences. Click on the Advanced tab. Select "Safe Mode". Click Okay.

Cram Course

• I'm connected to the Internet, it's my first Install, and I'm still getting "Invalid Serial Number".

  Be sure you are using the correct serial number that was sent to you in an email from Roger CPA Review. Other numbers you may find on the packaging are not your serial number.

  If you are certain you are using the correct serial number, the program is probably being blocked by a firewall. This happens regularly when trying to install on a company computer - even if you are using that computer from home. If you do not have access to another computer, contact support for a workaround.

• I'm installing on a second computer and I keep getting "Invalid Serial Number".

  Your second install needs to be approved. Contact our office and they can clear your second install.

• My computer does not recognize my Flash Drive.

  If you have access to another computer, plug the drive into that computer and see if the computer recognizes the drive. If not, you may have a faulty drive. Please contact support.

  If the second computer recognizes the drive, try plugging it into the back of the first computer (applies only to desktop computers). The USB ports on the back of the computer are usually prioritized in your computer's hardware scheme.

• There are no controls on the video, only a black bar.

  This is a known issue with Windows Vista 64 bit, which requires the program to be run in "Compatibility" mode. Here's how you do that:
  
  1. For each .exe file on the Flash drive, right-click and select Properties.
  2. Select the "Compatibility" tab
  3. Under Compatibility mode check the box next to "Run this program in compatibility mode for Windows XP Service Pack 2"

• The program says I must be logged on as an Administrator.

  Open Explore and navigate to your Flash Drive. For each .exe file on the Flash drive, right-click and select "Run as Administrator"