LOGIN RELATED ISSUES

 1. User is getting a message that the username and/or password is incorrect. 

• From the Home page of Skillport, click on Admin Tasks.
• Click on Management, then User and Course Management.
• From the User Manager tab, click Search
• Search for users login name/email/first and last name (can search by any or all of the above)
  • If you find the user’s account, click the username, and choose Edit.  From here you can reset the password.
  • If an account cannot be found, or it is ‘Deactivated’, follow your company guidelines for creating/reactivating user accounts.

2.   User gets a blank white screen with a message saying ‘Login in progress…please wait’

• Have the user perform a browser test at http://browser.skillport.com.  This will tell us if the user has Java installed.
   
• If Java appears as ‘Not fully qualified’ from the browser test, follow the instructions at http://support.skillsoft.com/customer/javainstructions.htm
   
• If Java appears as ‘Supported’ from the browser test, but the user still hangs at this screen, follow the instructions at http://support.skillsoft.com/customer/trustedsitesSS.htm to optimize the browser for our site

COURSE LAUNCH ISSUES

 1.  User is unable to launch a course.   

• Have the user perform a browser test at http://browser.skillport.com. 
   
• If Java appears as ‘Not fully qualified’ from the browser test, follow the instructions at http://support.skillsoft.com/customer/javainstructions.htm
   
• If PopUp Blocker appears as ‘Not fully qualified’ from the browser test, disable the popup blocker or add an exception for *.skillport.com.
   
• If everything appears as ‘Pass’ on the browser test, follow the instructions at http://support.skillsoft.com/customer/trustedsitesSS.htm to optimize the browser for our site

DOWNLOAD ISSUES

 ** Users must have Administrator rights on their PC to download the Skillsoft Course Manager (SCM).  Users will not require Administrator rights to download courses after the SCM is installed.

 1.  Unable to download the SCM 

• Have the user perform a browser test at http://browser.skillport.com. 
   
• If Java appears as ‘Not fully qualified’ from the browser test, follow the instructions at http://support.skillsoft.com/customer/javainstructions.htm
   
• If PopUp Blocker appears as ‘Not fully qualified’ from the browser test, disable the popup blocker or add an exception for *.skillport.com.
   
• If everything appears as ‘Pass’ on the browser test, follow the instructions at http://support.skillsoft.com/customer/trustedsitesSS.htm to optimize the browser for our site

 2.  User is prompted to download the SCM, even though it is already installed 

• Access the SCM installation directory (c:\Program Files\Skillsoft\ by default) then open the "Client" folder.
   
• Locate the file "__skillsoftLoaded.class", right-click it, and select "Copy".
   
• Access the Windows Java folder (C:\Windows\Java)and paste a copy of the file into the "Classes" and "Trustlib" sub-folders.
   
• Access c:\Program Files\Skillsoft\client once again.
   
• Locate the file "__skillsoftLoaded.jar", right-click it, and select "Copy".
   
• Access c:\Program Files\Java\ where you may see a Sun Java folder(s) (i.e. j2re1.4.1, etc).
   
• For EVERY Java folder found, please access the ..\lib\ext sub-folder and Paste a copy of the "__skillsoftLoaded.jar" file.
   
• Close all Internet Browser windows, access your Skillport account, and re-attempt to download a course.

 3.  User tries to download a course, the SCM opens, but the download tab is empty 

• Ensure that the correct proxy settings are configured in SCM
   
• Click on Start >> Programs >> Skillsoft >> Proxy Config
   
• Input the correct proxy settings

 4.  User is prompted to download or install a file called ‘odisapi’.

• If you have recently installed the Skillsoft Course Manager, please ensure that absolutely all Internet Browser windows have been closed after the installation
   
• Should the issue persist after restarting your Internet Browser
   
• Uninstall Skillsoft Course Manager by accessing Start >> Programs >> Skillsoft >> Uninstall
   
• Search your PC (Start >> Search or Find) for files whose name include __skill and delete any that are found.
   
• Follow the instructions at http://support.skillsoft.com/customer/trustedsitesSS.htm
   
• Re-install the Skillsoft Course Manager by choosing to Download one of your available courses within your Skillport account.

PROGRESS ISSUES

 1.  Progress is not synchronizing from the Skillsoft Course Manager (SCM) 

• Have the user perform a browser test at http://browser.skillport.com. 
   
• If PopUp Blocker appears as ‘Not fully qualified’ from the browser test, disable the popup blocker or add an exception for *.skillport.com.
   
• Ensure that the user is using the same username when logging in to the SCM that they use when logging in to their online Skillport account.
   
• Have the user close all open browser windows, as well as any open SCM windows, then log in to their online Skillport account.

 2.  Progress is not saving for courses being taken online 

• Ensure that the user is checking My Report for the progress, and that the course has been closed.  If the course is still open, close the course and refresh the My Report page
   
• Have the user perform a browser test at http://browser.skillport.com
   
• If Java appears as ‘Not fully qualified’ from the browser test, follow the instructions at http://support.skillsoft.com/customer/javainstructions.htm
   
• If PopUp Blocker appears as ‘Not fully qualified’ from the browser test, disable the popup blocker or add an exception for *.skillport.com.
   
• Open the course and reattempt an assessment.  Close the course again, and access My Report to check for new progress

GENERAL/NAVIGATION ISSUES

 1.  Adding courses to My Plan  

• Click on the Catalog tab. Note: You may also use the Search-and-Learn feature to locate a course. 
   

• Expand the listing to view a Curriculum. 
   

• Expand the curriculum tree to view a sub-curriculum. 
   

• Click on a Course name. 
   

• From the top of the Course Information page, click on Add this course to My Plan. 
   

• Enter the appropriate information in the fields on the “Add to My Plan” page. 
   

• Due Date: Set the date the learning goal is to be accomplished.  There must be a difference of at least one day between actual date and the due date. 

• Reminder: Set email reminders at desired intervals
   

• Click on the Submit button. A confirmation page is displayed indicating the course has been added to your plan. 

2.  Removing courses from My Plan

• Go to My Plan 
   

• Select the course by clicking on the course title 
   

• Please select Modify my Plan 
   

• Please scroll to the bottom and choose "Remove this course from my Plan"

** Please note: If the content has been assigned to you by an administrator, that only an administrator may remove the course from your My Plan.

 3.  Removing courses from My Report

• Content that appears in this area cannot be removed at this time