Frequently Asked Questions

Welcome to Canter Online's Frequently Asked Questions. If you are experiencing technical difficulties, please contact Customer Support.

Please select one of the following topics:

• Registering as a User
• Passwords
• Technical Issues

Registering as a User

Q: How do I register as a Canter Online user? #
A: Click on the New User Registration link on the left-hand side of the Web site. Follow the instructions below.

1. Enter all your personal information in the spaces provided. Here are some helpful hints:

• Type accurately. This information is used to create your student record and to generate your certificate of completion.
• Use your current mailing address.
• Type the same e-mail twice in the E-mail and Confirm E-mail fields.
• Type the same password twice in the Password and Confirm Password fields.

2. When you complete the form, click on the Register button. This takes you to the User Sign In page. Re-enter your user name and password to sign in every time you come to the website.

Q: Do I have to register as a user every time I want to enroll in a new course? #
A: No. You need to register only once with Canter Online. If you've registered, return visits to our site require only that you sign in. Click on the Sign In tab at the top of the window, and enter your user name and password to enter your Learning Center.

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Passwords

Q: Who has access to my email address and password? #
A: When you register as a user, you have the option of receiving future mailings from Canter Online. If you select "no," only Canter Online customer support has access to your password and e-mail address and this information will be kept strictly confidential. If you select "yes," you will be placed on our mailing and email list in order to receive more information. You can change your contact preferences through the Update Profile link within your Learning Center.

Q: What should I do if I can't remember my password? #
A: Canter Online can assist you when you forget your password. Click on the Sign In tab on our homepage. Click on the link that says Did you forget your password? This will take you to the Password Help page. You will be asked to enter your registered e-mail address. Click the Submit button, and your password will be sent to the e-mail account you registered with. This system was designed to protect the security of your user account. If your e-mail address is no longer valid or has changed, please contact Customer Support.

Q: Can I change my password? #
A: You can change your password at any time. From within your Learning Center, click on the Update Profile link in the left navigation bar to change your personal information.

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Technical Issues

Q: What should I do if I get no response when I click on a button or a link? #
A: If you're not receiving a response, first verify your connection to the Internet; if you are not connected, any page links and/or action buttons will not function. You must reconnect to the Internet and try again.

Repeated connection problems can be a sign of a problem with your Internet service provider (ISP). However, if you determine that your problems are not related to your ISP and you continue to experience difficulty, contact Customer Support

Q: What should I do if I get an error message when I click on an external link? #
A: From time-to-time, Internet website servers experience technical problems that prevent them from providing you with the webpage that the link is asking for. The functioning of external servers is beyond Canter Online's control. Fortunately, these types of problems usually are fixed within a short period of time.

However, occasionally webpage files on external site servers are relocated or eliminated. When this occurs, it may be impossible to connect to the Web address specified by the link in a course. This condition is usually indicated by a browser error message such as "page not found" or "access forbidden" after a link is clicked. If you receive such error messages, please contact Customer Support with the link, as well as the course and lesson in which the link appears.

Q: If I experience a technical problem in a particular lesson should I move on to the next lesson? #
A: No. Lessons are intended to be completed sequentially. Additionally, each lesson must be completed for you to earn full credit. Rather than moving on to the next lesson, contact Customer Support as soon as possible with information on the technical problem. Canter Online will resolve the technical issue and then contact you with information on resuming your lesson.

Q: I just printed out my screen and noticed some of the content was omitted between pages. What can I do about this? #
A: Unlike pages generated in traditional word processing programs, a webpage can have an indefinite length. Because of this, a printer can have difficulty defining page breaks. This is the primary reason why text can be lost between printed webpages. If this continues to happen, select the desired text, copy it, paste it into a word processing document, and print it from there.

Q: What should I do if I cannot print the course material? #
A: First try printing a page from another site (such as the Google homepage). If you are unable to print a page from another site, check your printer and/or printer settings. If you are able to print a page from another site, try printing the course material using the browser's Print button (File>Print from your menu bar), or right-click on the actual webpage and choose "Print" from the menu that appears. You may also try copying the desired course material into a word processing document (see previous question).

NOTE: We do not deliberately put printing restrictions in our courseware.

Q: I received an error after trying to launch an Adobe Acrobat PDF document, what should I do? #
A: Try re-installing the latest version of the Adobe Acrobat Reader (a free download located at http://www.adobe.com/products/acrobat/readstep2.html).

Q: What happens if I've filled up a text box, but I need to write more? #
A: It depends.

• If a text box provides you the option to save your response, then you can write as much as you want. Once the visible space in the box is filled your response is scrolled within the box. To view the text, use the scroll bar on the right side of the text box. Everything you type can be saved and printed using the appropriate buttons.
• If your response cannot be saved, the text box can hold more than what you see. But, when you print the page, the printed copy will contain only what shows within the box on the screen; the scrolled portion of the response will not print. If you want to see and save your entire response, copy it and save it in a word processing document.

Q: Are my written responses saved automatically? #
A: No. Some responses have the option to save, but you must click on the Save button to actually save it. Other activities do not have a save option. To preserve a record of your response, you can print it or save it to a word processing document.

Q: Do I need a high-speed connection to the Internet to take Canter Online courses? #
A: No.

Q: Can I talk to someone if I have technical problems? #
A: You can speak to one of our Customer Support Specialists at 1.866.932.3387 between the hours of 9 AM and 5 PM, Pacific Time, Monday-Friday.

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