ISA CyberU FAQs
If you are experiencing technical difficulties, please review the listing of troubleshooting solutions below. Should you not be able to resolve your problem through investigating numbered items below, please complete our Report A Problem form detailing your specific error. Upon receipt, our technical support group will get back to you as soon as possible to investigate or provide a resolution to your issue.
For other online course issues/questions relating to course content or material, please email firstname.lastname@example.org. In order for us to better assist you and explain your problem, please attach a screenshot example of any material which is in question, if applicable.
ISA online courses are not compatible with the MAC OS
For all non-technical questions, you may contact ISA's Customer Service Department at email@example.com or 919/549-8411.
Important Note: Web seminar live and recorded purchases entitle user to one (1) site license per event, per individual or company. Fees may not be charged for event admission or license transfer to other entities, without authorization by ISA.
Each course provides:
If you are purchasing the courses for yourself, you can buy them through ISA.org at www.isa.org/distancelearning.
If you would like to purchase a list of courses for an employee training program, please contact ISA at firstname.lastname@example.org or (919) 549-8411.
Accessing the Learning Management System (LMS)
4. When I go to the link to access my courses, I'm asked to log in, but I never get a link to go any further.
To access your courses, you first head to www.isa.org/onlinecourseaccess. If you have not logged into the isa.org site, you will be asked to log in after going to this link. After logging in, you should see a link to "Access your online courses". If you do not see this link, try going to www.isa.org/onlinecourseaccess again. The link should now appear.
If the link still does not show up, you may be having problems staying logged in. To check and make sure you are still logged in, go to the Update My Record page at www.isa.org/update_record. If that page shows your personal information, you are logged in to the isa.org site. If not, try the following solutions:
Accessing the Courses
ISA's online courses open in a new window. Your browser toolbars may disappear. If no window opens or an error message pops up, here are two common issues to look at:
Do you have a popup blocker on your computer? It may be blocking the opening of a new window. Most blockers have the capability to add particular sites to a list of sites that have permission to open new windows. Add www.isa.org and isalaunch.claritynet.com to that list, and you should be fine.
Popup blockers come in several different programs, so it can be hard to find and turn them all off or to allow the proper URLs in every one. Here are some possibilities:
(For additional instructions on how to handle this feature in several browsers and toolbars, see well-written pages on the Justis.com and the State of Michigan sites. Popup blockers can be found in many different programs, and as a result, it is impossible to give detailed instructions on how to find them all.)
If you think you have disabled all PopUp blockers and your course will still not launch, try holding down the Ctrl key while clicking the launch link. If holding the Ctrl key while clicking the launch link opens the page, it is likely that it is a pop-up blocker blocking the document from opening instead of a virus blocker or the firewall blocking the document from opening.
7. When the course opens, I can't see all of the text on the screen and/or there aren't any arrows or Next buttons to get around inside the course.
All of the courses require that your screen resolution be set to at least 1024 x 768 pixels. Otherwise some of the navigation or text may appear offscreen and you will not be able to access it.
To check screen resolution in Windows, right-click on any empty area on the desktop and select "Properties." On the window that opens up next, select the tab marked "Settings." There should be a slider near the bottom of that window labeled "Screen Resolution." Move it up to 1024 x 768 pixels and click "Apply."
When you finish the final test, a new window should open and show you your test score. If the window does not open, and you have popup blocker software, check and make sure that www.isa.org is on your list of sites that have permission to open new windows. When the window opens, the score is also stored in your transcript, so it is vital that the window opens.
Following the score confirmation window, the data should then be transferred to your transcript. Your transcript should now indicate the date/time of completion and last access of your course, as well as the latest (and highest) score received on the exam.
If it seemed like all the new windows opened, try re-accessing the class by clicking on Launch. Courses hosted off of the isa.org server are set to download the last score any time the course is opened.
Also, please note: When exiting out of the course after completion of your post exam, be sure to hit the exit button within the course to close out appropriately, and not your browser button. Not closing correctly out of the course, may also deter the score transfer to your transcript.
9. When I try to play a pre-recorded Web seminar, Windows Media Player opens but it does not play the seminar. Instead, it says "Error downloading codec." What do I do?
Codecs are small files that Windows Media Player uses to tell it how to decode and display different video and audio formats. Since the pre-recorded Web seminars are in Windows Media (WMV) format, it is likely you either have an older version of Windows Media Player or the codecs have been corrupted in some way. If you have an older version of Windows Media Player try upgrading your version. That will also install fresh codecs. You can get the latest version here:
If you continue having problems, check here for some other frequently asked questions about Windows Media Player:
If you have experienced the specific codec media player error of C00D11C7, please download and install the codec from the link below:
10. When I try to view an online training course with video segments, I can see the text, but the video appears as a black box and never starts. -OR- I can see the video, but the sound doesn't play, even though I have the volume on. What do I do?
Many of the online courses ISA offers use video to provide an enriching educational experience. The videos require Flash Player 8 or above. So, if you experience difficulty viewing some of the courses, you may need to download the latest version of Flash Player.
11. I use McAfee or Norton Internet Security software and I'm having trouble accessing the courses. What do I do?
Recent updates in both of these software packages are currently causing problems with some of our courses. If you are using either software package and have trouble accessing your courses after applying the other fixes in this FAQ, please shut off the McAfee or Norton Internet Security software. You can leave the antivirus protection on; the problem seems to stem from the firewall protection. We're investigating why this is happening.
12. I've tried the various solutions listed here, but the courses still do not work. How do I troubleshoot?
Here are some tips for troubleshooting:
The majority, but not all online courses support the Windows Vista platform. If difficulty is encountered, it is recommended that courses be taken in a Windows 2000 or XP system environment.
Because the web seminars are recordings, and not actual online courses where pre- or post-test or module exams are administered, there is no score associated with these items or way of tracking whether they are completed. Hence, why there is no completion indicated in the transcript for these items.
The courses provided through ISA CyberU are developed in different formats and by various vendors. Also, some of the courses may have been developed earlier than others, and are not compatible in certain newer browser windows and systems. If this occurs, it is suggested that you look in your upper right hand corner of the course screen for a "broken document icon". If you click on this icon, it should move you into a compatibility mode, where you should now be able to hear the sound of the course and its modules through your current browser application.