TECHNICAL SUPPORT

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SLII eLearning Program on Ninth House (ONLINE version)

Top Issues faqs.gif

  1. I forgot my username or password
  2. I keep getting prompted for a NetCD, but I don’t have one
  3. I am stuck at the Checking Systems screen
  4. I receive a "Could Not Authorize" error message when attempting to launch the program
  5. I am unable to view the navigation buttons or text at the top or bottom of the program window
  6. I am trying to view the program video, but it is getting interrupted

1. I forgot my username or password.

Issue:
You do not know your logon ID (this is your username) and/or you forgot your password, or you get a message that says "The Ninth House Network does not recognize your logon ID and/or password. Please try again."

Solution:
If you do not know your logon ID/username

  1. Try entering your full work email address.
  2. If this does not work, or if your logon ID is not an email address, contact your Ninth House®administrator for this information.

If you don’t know your password

  1. go to http://www.ninthhouse.net
  2. Type your logon ID/username in the Logon ID field.
  3. Leave the password field blank, and click on "forgot password?"
  4. In the "Forgot Your Password?" window that pops up, verify your logon ID email address in the Logon ID box and then click Send.

Your password will be automatically sent by the system to your email address.

 

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2. I keep getting prompted for a NetCD, but I don’t have one.

Issue:
You are trying to launch the program and you get an error message stating that you need to insert a NetCD.

Solution:
This is most commonly caused at the login screen if you inadvertently chose “yes” at step three. 

  1. Go to www.ninthhouse.net
  2. Enter your logon ID (your username)
  3. Enter your password
  4. Select "no" when asked if using NetCDs
  5. Click on Enter
 

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3. I am stuck at the “Checking Systems” screen.

Issue
After logging in and launching the program, you are stuck at the “Checking Systems” screen and can’t progress thru the program.

Solution:
This issue most commonly occurs when you are running the program and your bandwidth is too low.

  1. Verify that your system meets minimum operating requirements.
  2. Run a quick check test to identify the specific problem by clicking on https://quickcheck.ninthhouse.net/general/1/
  3. The results will identify the issue and if you need assistance resolving it, please take a print screen and email it to techsupport@kenblanchard.com

Or, try logging into the program from a location where you have access to a faster Internet connection (i.e., T1 or T3 line or DSL).

 

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4. I receive a "Could Not Authorize" error message when attempting to launch the program.

Issue:
When attempting to launch the program, you receive a course window with the words "Could Not Authorize".

Solution:
This issue is usually caused by a damaged or corrupt temporary internet file. You must delete your browser's temporary internet files.

  1. Exit from the program.
  2. Close all open Internet Explorer windows on your desktop.
  3. Open up a new Internet Explorer window.
  4. From the Tools drop down menu in Internet Explorer choose "Delete Browsing History"
  5. From the Delete Browsing History window choose "Delete Files" to the right of "temporary internet files".
  6. Choose "Yes" to "Are you sure you want to delete all temporary internet files?". 
  7. Wait for the hour glass to disappear then click "Close" to exit out of the Delete Browsing History window.
  8. Close your browser. Then open a new browser and launch the program again.

 

Additional Information:
When using IE 7 or higher, sometimes this error can also be caused by how Internet Explorer is configured to handle links to programs. If you are using Internet Explorer 7 or higher, please make sure that your web-browser is configured to open links to other programs in a new window.

  1. With Internet Explorer  open, from the “Tools” drop down window choose “Internet Options”.
  2. Select “settings” to the right of “change how web pages are displayed in tabs”
  3. Under “Open links to other programs in” make sure that “open a new window” is selected
  4. Click “Ok” to apply the changes
 

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5. I am unable to view the navigation buttons or text at the top or bottom of the program window.

Issue:
You have launched the program and you are unable to see or utilize the navigation buttons (Start, Home, Continue) at the top or bottom of the screen.
or
You have come to a screen with multiple responses at the bottom of the page and one or more of the responses appears to be partially cutoff or completely missing.

Solution:
You will need to adjust your screen resolution to 1024x768.

  1. Using your mouse, right click on your desktop and select "Properties"
  2. Select the "settings" tab at the top of the pop-up window.
  3. Adjust the screen resolution to 1024x768.
  4. Click "Ok" to apply the changes.
 

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6. I am trying to view the program video, but it is getting interrupted.

Issue:
If the video feed is interrupted while you are in the program, then your connection to the Internet is running at too low a speed or you lost your Internet connection.

Solution:
Verify that your system meets minimum operating requirements.

    1. Run a quick check test to identify the specific problem by clicking on https://quickcheck.ninthhouse.net/general/1/
    2. The results will identify the issue and if you need assistance resolving it, please take a print screen and email it to techsupport@kenblanchard.com
       
      Or, try logging into the program from a location where you have access to a faster Internet connection (i.e., T1 or T3 line or DSL).

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