TECHNICAL SUPPORT

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SLII eLearning Program on Ninth House (Net CD version)

Top Issues faqs.gif

  1. I forgot my username or password
  2. I am trying to view the program video, but it is getting interrupted
  3. The video won’t play on my computer
  4. I get a message that says “Windows Media Player can’t load the file.”
  5. I get a repeated message that says “Please Insert Disc.”
 

 

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 don’t know yourlogon 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 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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3. The video won’t play on my computer.

Issue:
Having the wrong version of Flash installed on your computer will block your ability to see the program video.

Solution:
Verify that your system meets the 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
  3. If you do not have administrative rights to your computer, you will need assistance from your company’s help desk if a different version of Flash needs to be installed on your computer.


Or, try logging into the program from a different computer that has a more current version of Flash.

 

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4. I get a message that says “Windows Media Player can’t load the file.”

Issue:
You are trying to launch the program and you get an error message stating that the file cannot be loaded.

Solution:
Verify that your system meets the 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, check your Internet browser to determine if you are using a preferred browser for this program.

  1. Internet Explorer v5.5 SP2 or higher.
  2. Browsers that are incompatible with the program are Mozilla® Firefox®, Lotus Notes, and Citrix.
 

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5. I get a repeated message that says “Please Insert Disc.”

Issue:
The NetCD™ disc is in your CD-ROM drive, yet the course continues to prompt for it.

Solution:
If you are using a NetCD™, make sure you are clicking on the course name within Course Catalog page so that it matches the NetCD™ disc in your CD-ROM drive.

If you are using a NetCD™ and are also using Flash v8 or 9, but have a slow Internet connection (i.e., aircard or dial-up), you will need to either downgrade to Flash 7 or utilize a faster Internet connection.

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