Complete Troubleshooting Checklist
In order to successfully access Mitel Training, please verify that the following are configured on your PC. If your system does not
meet the minimum requirements we recommend you upgrade your system as we will not be able to provide support for older
equipment. If your network manager has implemented security features such as Firewalls and Proxy Servers that affect your
ability to access Mitel training, we suggest you take the training outside of your network, ie., on a dial-up connection.
Detailed instructions on how to access materials, install required plug-ins and complete online training are included with each
course. Please ensure that you carefully read ALL instructions provided to reduce the chance of experiencing problems. If after
reviewing this document, you are still experiencing problems, please contact our Registrars at 1-800-561-0860 (1 for English 2 for
Training).
Done Troubleshooting Tasks Details
Check Minimum Supported IBM PC or compatible computer with Pentium 200 MHz CPU or higher,
Hardware Requirements 64 MB RAM, Speaker/sound card for multimedia-based training and a
Microphone/Headset for Virtual training.
Check Minimum Supported Windows 98, 2000 (Service Pack 1, 2), NT (Service Pack 5, 6a), XP/XP-
Operating System SP2
Requirements Note: XP users will need to shut down the built-in Firewall. Look for the
How to disable the Windows XP Firewall link in our FAQ page.
Check Minimum Supported Microsoft Internet Explorer 5.5
Browser Requirements Netscape 4.78, 6.1 or higher (Note: we do not support Netscape 6).
To check browser version:
1. Select Help from the toolbar.
2. Select About.
3. Click OK to close.
NOTE: AOL’ Browser is not supported at this time. You will need to
download one of the other supported browsers to access training.
Check Minimum Connection 56 kbps Dial-up
Speed Requirements
Check Internet Security/Proxy If you are experiencing difficulties with connection, it is recommended
software that you turn off Internet Security software such as Norton Internet
Security, ZoneAlarm, Mcafee, etc., as these programs may interfere with
passing of necessary information while taking online training.
If you are using a Proxy server, you may experience difficulties
accessing courseware. It is suggested that you use a direct connection
to the Internet.
Anti-popup software is designed to kill “unauthorized” windows from
opening when you visit a site. However, some of these software
programs stop any popup window from opening. If you are using an
anti-popup software tool such as I-Clean, Pop-Up Stopper or the one
supplied by Earthlink, you may encounter problems with clickable links
that open new windows (training modules open in their own window).
Please check the software help files and/or review their settings to
enable the use of javascript-based popups.
Check Browser Settings Internet Explorer 5.5 Settings
Microsoft Virtual Machine (VM)
VM is not always installed by default but is required. To verify that you
have VM installed:
1. Select Start – Run
2. Type “command”
3. In the command window type “jview”. The window should appear as
follows:
4. If you do not see this information, VM is not installed:
• Go to the following Microsoft link to download the Security
Update, March 04, 2002 patch for your version of Windows:
http://support.microsoft.com/default.aspx?scid=KB;EN-
US;Q163637&
OR
• Go to the following Sun Microsystems site to download their
version of Virtual Machine
http://java.sun.com/getjava/download.html
Security Settings
1. Select Tools – Options from the toolbar
2. Click on the Security Tab.
3. Click on Custom Level
4. In ActiveX controls and plug-ins section set the following:
• Prompt - Download signed ActiveX controls
• Disable - Download unsigned ActiveX controls
• Disable - Initialize and script ActiveX controls not marked as safe
• Enable – Run ActiveX controls and plug-ins
• Enable – Script ActiveX controls marked safe for scripting
5. In the Microsoft VM section, select High safety in Java Permissions.
6. In the Miscellaneous section, select the following:
• Disable – Access data sources across domains
• Enable – Allow META REFRESH
• Prompt – Display mixed content
• Disable – Don’t prompt for client certificate selection when no
certificate…
• Enable – Submit nonencrypted form data
• Enable – Userdata persistence
7. In Scripting section, select the following:
• Enable – Active scripting
• Enable – Allow paste operations via script
• Enable – Scripting of Java applets
8. Click OK to close the window.
Netscape 4.78 Settings
Advanced Settings
1. Select Edit – Preferences from the toolbar.
2. Click on Advanced.
3. Ensure settings match the following picture exactly:
4. Click OK to close the Preferences window.
Check Plug-ins Installed Adobe Acrobat Reader
1. You will require Adobe Acrobat (version 4 until January 2003,
version 5 after January 2003). Go to Adobe’s site to download the
latest version.
http://www.adobe.com/products/acrobat/readstep2.html
Flash
Some courses require the Flash 5.0 plug-in. Internet Explorer version
5.5 has the Flash plug-in. If your browser does not have the plug-in or
you are using an older version of the plug-in, go to
http://www.macromedia.com/shockwave/download/download.cgi?P1_Pr
od_Version=ShockwaveFlash&P5_Language=English
Sun Java Plug-in (does not apply to versions 1.4.1 and above)
If the Sun Java Plug-in is installed, the following settings must be
applied:
1. Select Start – Settings – Control Panel.
2. Select Java Plug-in x.x.x (version #).
3. On the Basic tab, deselect Enable Java Plug-in.
4. On the Browser tab, deselect the browser that you are using to
access Mitel training.
Additional Plug-ins
Some web-based courses use interactive simulations that require
specific plug-ins. Complete instructions on how to download and install
the plug-ins are provided in the relevant courses – please ensure that
you read all course modules thoroughly in order not to miss this critical
step.
Virtual Classroom minimum Windows 95, 98, NT 4.0 with SP4+, WinME or 2000
requirements 28.8 kbps or faster Internet connection
Pentium 133+ MHz, 32+ MB memory (Pentium 200 MHz, 64 MB if using
AppShare)
800 x 600, 16 bit or higher display resolution
16 bit sound card, speakers/microphone or headset
Java Virtual Machine version 4.79.2339 or later
Note: If you are running Windows 2000, you must install Service Pack 2.
The JVM is automatically updated when you install SP2.
Known Error Messages
Error Solution
Error 500 when logging in. Clear the cache on your browser.
Internet Explorer Users:
1. Select Tools – Internet Options from the toolbar.
2. On the General tab, select Settings in the Temporary Internet Files section.
3. Select “Every visit to the page”.
4. Click OK to close the Settings window.
5. Click OK to close the Options window.
Netscape Users:
1. Select Edit – Preferences from the toolbar.
2. Select Advanced – Cache.
3. Select “Every time”.
4. Click OK to close the Preferences window.
Error AD100, AD110, Please record the following information and contact our Registrars at 1-800-561-
AD120, AD130, AD140, 0860 or via email (technical_training@mitel.com):
AD150, AD160, AD170 when 1. Error Message
trying to access 2. Username
Registration/Courseware 3. Password
link. 4. Phone Number
Error communicating with
Host. Contact your service
provider.
This error occurs when you
do not accept the AICC
adaptor Security Warning.
1. Select “Always trust content from Saba Software Inc.”
2. Click on Yes.
Note: If you do not perform Step 1, you will be prompted to accept the Adaptor
each time you start a new session.
"Cannot download data from A small percentage of our customers (<5%) have been getting a "Cannot download
HTTP server". data from HTTP server" error message after clicking on a Begin Exercise button.
Our investigation has shown that a byte is missing when the RBX file is
Security settings (Firewall downloaded to the customer's PC/Laptop. We have not been able to identify why
and/or Anti-Virus) on your this byte is missing although we suspect that it is related to Anti-Virus software and
PC/Laptop or LAN are possibly firewalls located either on the customer's LAN or PC/Laptop.
stripping a byte off the RBX Solutions
file (Interactive Exercise) you 1. If you log on to our Training Web site from your local LAN, try using a dial-
are trying to view. up connection. If you do not get the "HTTP error" then the problem is most
likely caused by your Network security systems (Anti-Virus or Firewall). You
can continue using your dial-up connection but if you find the connection too
slow then you will have to ask your Network Administrator to help you.
2. If you have already installed the RapidPlayer plug-in then simply download
the Interactive Exercises, decompress the files (unzip) to your hard drive
and open the lw19_r30_rbx_files.htm or the lw19_r31_rbx_files.htm file to
display the Interactive Exercises menu for the selected software release.
3. You can also download RapidPlayer, install it on your PC/Laptop, download
the Interactive Exercises, decompress the files (unzip) and play them
locally.
File Downloads
Download the LIGHTWARE 19 Release 3.0 Interactive Exercises
Download the LIGHTWARE 19 Release 3.1 Interactive Exercises
• When you click on a download link the File Download window may
appear behind your Browser window. Check the taskbar for a File
Download button; click on it to display the File Download window.
• We recommend extracting the zipped files to your “C” drive. The
following folders will be created:
• LIGHTWARE 19 Release 3.0 exercises C:\Mitel\LW19_R3_0
• LIGHTWARE 19 Release 3.1 exercises C:\Mitel\LW19_R3_1
Insufficient Privileges Contact Mitel Training at 1-800-561-0860 or via email
(technical_training@mitel.com) with the following information:
There is a problem with the 1. Username
security settings in your 2. Password
profile. 3. Phone number
I completed my test but my 1. Ensure that your hardware, browser and operating system are at the minimum
marks are not showing. supported levels and settings as outlined above. If you are using older
equipment, you may experience problems that cannot be supported by Mitel.
2. There is a 90 minute timer that begins when you open a training module. This
includes time spent downloading course materials. As instructed in the course,
it is recommended that you download the materials and review them offline
(close the course module window). Once the materials have been reviewed
and all labs/exercises complete, then return to the course module to complete
the test in order to allow yourself the maximum of 90 minutes to complete the
test.
3. Check with your IS or Network support to ensure that any firewall settings will
allow cookies to be sent to Mitel.
4. Check any timeout settings on your modem configuration. Your modem may be
configured to disconnect after a pre-determined time.
• Select Start – Settings – Network & Dialup Connections (also accessible
through My Computer)
• Select the connection that you are using to access the Internet and click on
Properties.
• Go to the Options tab and ensure that “Idle time before hanging up” is set
for “never” or more than 90 minutes as shown in the following diagram.
The file is corrupted The wrong version of the RapidPlayer plug-in has been installed.
http://training.mitel.com/path/ 1. Remove the existing version of the plug-in:
filename.rbx • Close all browser windows
• Select Start – Settings – Control Panel – Add/Remove Programs
When a user tries to access • Uninstall any of the RapidPlayer plug-ins
an Interactive Simulation
they will get this error if they
do not have the correct
version of the RapidPlayer
plug-in installed.
2. Go to the “Before you Begin” module for the course you are experiencing
problems with.
3. Follow the instructions and link for downloading and installing the appropriate
plug-in.
Interactive Simulations don’t 1. Ensure that you have read the instructions for downloading and installing the
run correct plug-in. These instructions are included in the first module of courses
that contain simulations.
2. Verify that the correct version of the plug-in is installed:
• Select Start- Settings – Control Panel – Add/Remove Programs
• Scroll down the list to view the installed RapidPlayer plug-in
• Make sure it is the same version referenced in the course
I access Opsman remotely 1. Ensure that you turn off Java in your browser as described in the previous
from home this installs a section of this document.
Java plugin, when it did my
access to training material
failed.
I’m experiencing problems 1. Centra currently supports Microsoft VM only, not SUN Java. Click here if you
with using the Virtual need to install the latest version of Microsoft VM.
classroom.
2. Ensure that your system’s configuration will support the use of CentraOne by
clicking on the “System Check” option beside the CentraOne logo.
3. You must disable Pop-up blockers on your computer, including those provided
by popular quick launch bars such as the “Google” toolbar. Centra sessions will
not launch if Pop-up blockers are used.
Alternative 1: Those who don’t want to disable their Pop-up blocker may be
able to temporarely disable it. Consult your Pop-up blocker help file for more
information.
Alternative 2: Add the following url to your list of Trusted sites in your
Browser’s Internet Options Security Settings for Internet sites (Internet
Explorer\Tools\Internet Options\Security\Trusted Sites) : vclassrm.mitel.com
4. How do I proceed to join a class?
Once you are registered and confirmed on a class open you’re My Courses tab,
locate the class instance in the list of courses and click the Launch button located
at the right side of the table as shown in the example below.
5. Are there any issues when using Google's Popup blocker feature?
(Note: This may also apply to similar Quick Searchbar tools such as Alta-Vista,
Lycos etc…)
Some students have reported the following problem:
“I have installed the Google Toolbar and I have enabled the Popup Blocker feature.
When I try to attend an event, the Centra 7 client does not launch. Nothing happens
after I click on the attend link.”
The Google Toolbar Popup Blocker interferes with the Centra 7 client launch. To
resolve this issue, please disable the Google Toolbar Popup Blocker:
1. Click on the Options button on the Google Toolbar
2. Under the Accessories section of the Toolbar Options, please find the Popup
Blocker setting
3. Disable the Popup Blocker by unchecking the box next to that setting
4. Click on Apply and then on OK
5. Try to attend your event again.
5. FAQs about using Centra with Windows XP SP2
1. Is Centra compatible with Windows XP SP2?
Windows XP Service Pack 2 is compatible although, Centra users may experience
some new security prompts when trying to launch or install the Centra client.
2. What are the features that affect Centra?
• Internet Explorer will no longer automatically prompt the user to install ActiveX
controls.
• Internet Explorer now includes a Popup blocker, enabled by default.
• Windows XP Service Pack 2 includes a Firewall which may prompt the user to
allow Centra to access the internet.
3. How do I enable automatic prompting for ActiveX controls?
In Internet Explorer click Tools \ Internet Options \ Security \ Custom Level.
Locate the “Automatic prompting for ActiveX controls” option and click Enable.
4. How do I disable the Popup blocker in Internet Explorer?
In Internet Explorer click Tools \ Popup Blocker \ Popup Blocker Settings and
enter the web address for the Centra server i.e. vclassrm.mitel.com
5. How do I manually configure the Firewall for Centra?
Click Start \ Control Panel \ Windows Firewall. Select the Exceptions tab and
click Add Program Click Browse navigate to C:\Program Files\CentraOne\Bin
select Launcher.exe and click Open then click OK