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Microsoft Users Troubleshoot downloading files ... - Oten - TAFE NSW

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Microsoft Users Troubleshoot downloading files ... - Oten - TAFE NSW Powered By Docstoc
					IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




                                                      Microsoft Users

   Troubleshoot downloading files or assessments
                   from the OLS
             The URL (or internet address) for the OLS website is http://www.oten.edu.au/ols

                                                    Table of contents
Identify the download problem .................................................................................................. 2
Problems downloading a PDF ..................................................................................................... 2
Clearing Your Cache ................................................................................................................... 3
   Internet Explorer 6.0 ..................................................................................................................................... 3
   Internet Explorer 7 ........................................................................................................................................ 4
   Internet Explorer 8 ........................................................................................................................................ 5

Add a Website to the List of Trusted Sites ................................................................................... 6
   Internet Explorer 6.0 ..................................................................................................................................... 7
   Internet Explorer 7 ........................................................................................................................................ 8
   Internet Explorer 8 ........................................................................................................................................ 9

Add OLS to your Internet Security Firewall ............................................................................... 10
Allowing pop-ups from OLS ........................................................................................................ 6
Yahoo 7 Toolbar ....................................................................................................................... 11
Google Chrome Toolbar ........................................................................................................... 12
How can I get further help? ...................................................................................................... 12




TAFE NSW – Western Sydney Institute                         Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                                        Modified: 16/08/2011
Version: 1.0                                                                                                       Page 1 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Identify the download problem
Try to identify the extent of your download problem.

       If you do not have the correct software, you will not be able to download files. Refer to
        Software requirements below.

       Can you download assessments for other subjects?

       Can you download from OTHER websites?

       If you are only experiencing a problem with one particular file download (and can
        download other assessments), please contact your teaching section and advise there may
        be a problem with the link.

It is essential that you refer to OLS > Getting Started > Technical Help > Computer requirements
for information about minimum system requirements, suitable internet browsers, purchasing
Microsoft Office at student rates and downloading other required software.

       If your computer does not meet the minimum specifications, you may not be able to
        download files.

       If you do not have the correct software, you will not be able to open files.


Problems downloading a PDF
   Ensure that you have at least version 6.0 of Acrobat Reader loaded on your computer.
   You may see a blank screen after downloading the PDF file. If this is the case, you may need to
    "clear your cache” (instruction provided below).
   Another solution to downloading and printing problems is to "save" the PDF file to your hard-
    drive and then open it from there (instead of opening it directly from the Internet).

Refer to Adobe Reader Help and Support for additional trouble shooting assistance including:

       Can't download Adobe Reader
       Can't open a PDF
       Can't view a PDF on the web
       Printing problems




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 2 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Clearing Your Cache
The cache is a Temporary Internet Files folder that contains a kind of travel record of items you
have seen, heard or downloaded, including images, sounds, web pages, even cookies.

You could be wasting a lot of hard disk space with unnecessary file storage. This can slow down
your computer and even make it difficult to access some websites. It is recommended that you
clean out your temporary internet files on a regular basis to free up disc space and ensure that you
are viewing the most recent version of websites that you visit regularly.

Note: Deleting everything can free hard disk space, solve problems with your web browser, and
provide some additional privacy, but it might inconvenience you by removing information you
might need on the Internet. For example, you will have to retype passwords that were previously
stored on your computer.


Internet Explorer 6.0

                                                1. On the Tools menu, click Internet Options
                                                2. On the General tab, in the Temporary Internet
                                                   Files section, click the Delete Files and Delete
                                                   cookies... buttons. This will delete all the files
                                                   that are currently stored in your cache.
                                                3. Click OK twice

                                                      Tip: You can adjust your Internet Explorer 6
                                                settings to automatically clear the cache whenever
                                                you close Internet Explorer 6.

                                                Go to the Tools menu, and click Internet Options.
                                                Click the Advanced tab. In the "Settings" box, scroll
                                                down to the section labelled "Security," and click to
                                                check the box next to the "Empty Temporary Internet
                                                Files folder when browser is closed" option. Click OK
                                                to finish.

                                                This option does not delete cookies, but it will clear
                                                your cache of other files when you close your
                                                browser.




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 3 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Internet Explorer 7
1. On the Tools menu, click Internet            2. On the General tab, in the Browsing history
   Options.                                        section, click the Delete... button.

    The Internet Options box should open to         This will bring up the Delete Browsing History
    the General tab.                                Box.




                                                     Delete files... deletes Temporary Internet Files

                                                     Delete cookies... deletes Cookies

                                                     Delete history... deletes your browsing history

                                                3. Click Yes, and then click Close and OK again.




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 4 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Internet Explorer 8
   1. In Internet Explorer, choose Tools from           2. Then choose Internet Options (last item
      the                                                  on the list)
      Menu

       or the Toolbar



   3. Then choose General tab, Browsing                 4. Then choose Temporary Internet Files,
      History, Delete                                      Delete files




                                                        5. When prompted, choose Yes




                                                        6. When finished, choose Close, OK.
   7. Back at the General tab, Choose Settings          8. Choose Check for new versions of stored
                                                           pages Every time I visit the webpage.




                                                        9. Choose OK
                                                        10. Close the window.




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 5 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Allowing pop-ups from OLS

        Windows Internet Explorer 7 and Windows Internet Explorer 8.

If you are unable to download content, it could be that Pop-Blocker is turned on. A pop-up is a
small web browser window that appears on top of the website you're viewing. Pop-up windows
often open as soon as you visit a website and are usually created by advertisers.

When Pop-up Blocker is turned on, the Information bar displays a message saying
"Pop-up blocked. To see this pop-up or additional options click here."

To allow pop-ups from the OLS:

    1. Open Internet Explorer by clicking the Start button      , and then clicking Internet Explorer.

   2. Click the Tools button, click Pop-up Blocker, and then click Pop-up Blocker Settings.

    3. In the Address of website to allow box, type www.oten.edu.au/ols , and then click Add.

   4. Click Close.

Pop-up Blocker is turned on in Internet Explorer by default. To turn it off or to turn it on again if
you've already turned it off, follow these steps:

   1. Open Internet Explorer by clicking the Start button       , and then clicking Internet Explorer.

   2. Click the Tools button, and then click Pop-up Blocker.

   3. Do one of the following:

           To turn off Pop-up Blocker, click Turn Off Pop-up Blocker.

           To turn on Pop-up Blocker, click Turn On Pop-up Blocker.




TAFE NSW – Western Sydney Institute    Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                   Modified: 16/08/2011
Version: 1.0                                                                                  Page 6 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Add a Website to the List of Trusted Sites
Only add a site to this zone if you trust that it would never cause harm to your computer.


Internet Explorer 6.0
Add OLS website https://www.oten.edu.au/ols to the Trusted Sites

                                                       1.   Go the Web site you want to add to a zone.
                                                            OLS website is
                                                            https://www.oten.edu.au/ols
                                                       2. Press ALT+D to select the Web address, and
                                                          press CTRL+C to copy it to the Windows
                                                          Clipboard. This saves you from having to
                                                          type it later.
                                                       3. On the Tools menu, click Internet Options.

                                                       4. Click the Security tab, and then click the
                                                          security zone where you want to add the
                                                          site: Trusted sites
                                                       5. Click the Sites button. See step 5 in the
                                                          image below.
                                                       6. In the Add this Web site to the zone box,
                                                          press CTRL+V to paste in the Web address.
                                                       7. Click the Add button.

                                                       8. Click OK twice.


                                                               Tip: To  see the list of Web sites you’ve
                                                                added to Trusted and Restricted sites,
                                                            on the Internet Explorer 6 Tools menu, click
                                                            Internet Options. Click the Security tab,
                                                            and then click either Trusted sites or
                                                            Restricted sites. Click the Sites button to
                                                            see the list. When you’re finished, click
                                                            Cancel twice.




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 7 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Internet Explorer 7
Add OLS website https://www.oten.edu.au/ols to the Trusted Sites

1. Open the Internet Options Dialog Box              2. Click the Security Tab
   from the Tools menu




3. Select the Trusted Sites Zone                     4. Add Sites to the Trusted Zone
    and click on Sites                               5. Continue adding the sites you trust. When
                                                        you are finished, click OK




                                                     6. Click OK to close the Internet Options dialog box




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 8 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Internet Explorer 8
Add OLS website https://www.oten.edu.au/ols to the Trusted Sites
                                                    1. Navigate to the website you want to
                                                       add to a zone.
                                                       OLS website is
                                                       https://www.oten.edu.au/ols
                                                           2. Click the Tools button, and then click
                                                              Internet Options.
                                                           3. Click the Security tab, and then click the
                                                              security zone where you want to add
                                                              the site: Trusted sites
                                                           4. Click Sites. The website should be
                                                              shown in the Add this website to the
                                                              zone field
                                                           5. Click Add.
                                                           6. Click Close
                                                           7. Click OK.




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                 Page 9 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Add OLS to your Internet Security Firewall
The settings in your Internet Security software may cause problems when using the OLS. The
firewall within your Internet Security software prevents unauthorised data being transferred from
and to your computer.

If you are experiencing difficulty in viewing pages on our site, try adding the OLS to your Trusted
Sites in your firewall application. Other commonly used terms for “trusted sites” include “secure
sites” or “managed sites”.

Always refer to the Help menu in the Internet Security software loaded on your PC for
instructions on configuring your firewall.

Here are guidelines for two commonly used firewall applications.

In some Security Software programs, you may have to add the site through the parental control
option. For example, in the McAfee filtered web site (parental control):

    1.   Click on Config on the right panel.
    2.   Click on the Advance button.
    3.   Click on Filtered web sites on the left had panel
    4.   Add the OLS url www.oten.edu.au
    5.   Allow the website.
Below are settings for Zone Alarm, which will give you an understanding of the process. The Site
List is an exception list to your default privacy settings
    1. Close all Internet browsers
    2. Open ZoneAlarm
    3. Click the Privacy Panel, Main tab, turn all items to Off.
    4. Open your browser and make sure the site is working as expected.
    5. Close your browser.
    6. Turn your Privacy settings back to the settings you would like them
    7. Click the Site List tab.
    8. Open your browser to the web site that was not working (ie the OLS www.oten.edu.au).
    9. ZoneAlarm will add the OLS to the Site List.
    10. Right click on the OLS in the Site List and choose Options.
    11. Remove the ticks  from the Cookies, Ad Blocking, and Mobile Code tabs
    12. Click OK.

Note: You should shut down and restart your PC to activate the new settings.




TAFE NSW – Western Sydney Institute    Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                   Modified: 16/08/2011
Version: 1.0                                                                                 Page 10 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Yahoo 7 Toolbar



This toolbar may block OLS downloads. If you have it installed on your computer, you should
uninstall it.

  Option 1: From the Control Panel                     Option 2: Via the toolbar

  1.   Click the Windows "Start" button                1. Select "Uninstall" from the Pencil button
                                                          (Toolbar Settings).

  2.   Select "Control Panel"

                                                       2. Click "Uninstall" on the uninstall page.


  3.   Double-click on "Add/Remove Programs".
                                                       3. Close any open Internet Explorer Windows


  4.   Click on the "Yahoo! Toolbar" entry
                                                       4.   Due to Internet Explorer being integrated
                                                            with Windows, you need to restart your
                                                            computer to fully uninstall Yahoo 7 Toolbar
  5.   Click on "Change/Remove”




  6. Close any open Internet Explorer windows.
     Yahoo 7 Toolbar is now uninstalled. When
     you restart Internet Explorer, Yahoo!
     Toolbar will no longer be present




TAFE NSW – Western Sydney Institute   Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                  Modified: 16/08/2011
Version: 1.0                                                                                Page 11 of 12
IMPORTANT: Menu items will vary from college to college, depending on the information
                        each college chooses to provide.




Google Chrome Toolbar
                   This toolbar may block OLS downloads and interfere with uploads to OLS.

                   If you have it installed on your computer, you should uninstall it.


        Uninstall instructions for Windows

You can remove Google Chrome like any other Windows program. Follow these steps:

    1. Go to Start > All Programs > Google Chrome > Uninstall Google Chrome.
    2. If you want to delete your user profile information, like your browser preferences,
       bookmarks, and history, select the "Also delete browser data" checkbox.
    3. Select the default browser you'd like to use.
    4. Click OK in the confirmation prompt.

The uninstall process will begin.


How can I get further help?

If you are still having problems downloading documents, contact your Internet Support Provider
(ISP) or your Technical Support person for further assistance.




TAFE NSW – Western Sydney Institute    Troubleshooting_Download_Files_Or_Assessments_Microsoft_Users.Docx
Created: 04/05/2011                                                                   Modified: 16/08/2011
Version: 1.0                                                                                 Page 12 of 12

				
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