E-Learning Frequently Asked Questions

Welcome to the AVADE® E-Learning Frequently Asked Questions. We hope you find the answer you are looking for in order to promptly resolve any situations you may be having. Should you not find the answer you are seeking please Contact Our Technical Support Team by filling out the form at the bottom of this page.

SYSTEMS AND BROWSERS

Q: What browsers can I use?

Answer:

  • Windows: Microsoft Edge (latest version), Google Chrome (latest version), Firefox (latest version)
  • Mac: Safari (latest version), Google Chrome (latest version), Firefox (latest version)
  • Mobile: Safari in Apple iOS 10 or later, Google Chrome in Apple iOS 10 or later, Google Chrome in Android
    OS 4.4 or later

Q: What additional settings do I need to use?

Answer:

Required Browser Settings for Viewing Published Courses:

  • Javascript must be enabled for published courses to work.
  • Font downloads must be enabled to see the correct fonts and characters.
  • When using Internet Explorer, turn off Compatibility View for sites where your courses are hosted.

Accessibility in Published Courses Screen Readers:

  • Windows: NVDA, JAWS 16 or later.
  • Mac: VoiceOver.
  • Iphone: VoiceOver.
  • Ipad: VoiceOver.
  • Android: TalkBack.
  • Accessibility Guidelines: Supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and Revised Section 508 standards.

DISPLAY ISSUES

Q: The fonts are not loading properly, why not?

Answer:

1. Add a MIME Type to your hosting server:If learners see the wrong fonts in all web browsers (Chrome, Firefox, Internet Explorer, etc.), it means the server where your course is hosted doesn’t know how to display web fonts.

It’s easy to fix. Ask your server admin to add a MIME type to the hosting server for Web Open Font Format (WOFF) files.

If your web server is running IIS, you may need to add the .woff MIME type in IIS manager to serve this file type:

  1. Open IIS Manager (Start>> Run >> type inetmgr, then hit enter).
  2. Select the root node from the connections pane.  Double-click MIME Types from the features pane.
  3. Click on Add link in the Actions pane. This will open up a dialog box. Enter .woff as the file extension, specify application/font-woff as the corresponding MIME type, and click the OK button.

2. Enable the font download setting learners’ browsers:

Font downloads are required for viewing our courses correctly.

If your server has the right MIME Type (see above) and learners still see the wrong fonts, make sure the font download setting is enabled in their web browsers. Since Internet Explorer is the only browser with a built-in font download setting, this step generally applies only to Internet Explorer users. (It’s possible to block web fonts in Google Chrome and Firefox using browser plugins. If learners see the wrong fonts in these browsers, ask them to disable font blockers when viewing courses.)

Here’s how to enable font downloads in Internet Explorer, depending on whether the setting is managed by network admins or learners:

Network Admins
The font download setting in Internet Explorer is enabled by default, but some organizations disable it via Group Policy. If that’s the case, ask your network admins to enable the font download setting or add the website where your e-learning courses are hosted to the trusted sites in Group Policy.

For Windows 10 users, in particular, Microsoft no longer recommends blocking fonts since doing so “can substantially diminish usability” and there are other security features in Windows 10 to protect against font-based exploits.

Learners
The font download setting in Internet Explorer is enabled by default, but some organizations disable it via Group Policy. If that’s the case, ask your network admins to enable the font download setting or add the website where your e-learning courses are hosted to the trusted sites in Group Policy.

If learners control their own Internet Explorer settings, ask them to enable font downloads. Here’s how:

 

  1. In Internet Explorer, click the Gear Icon or the Tools menu, then choose Internet Options.
  2. When the Internet Options window appears, select the Security tab, choose the Internet zone, and click Custom level.
  3. When the Security Settings window appears, scroll to the Downloads section and enable the Font download setting.
  4. Click OK twice to save your settings, then close and reopen Internet Explorer.

FUNCTIONALITY ISSUES

Q: The resume/tracking of my course isn’t working when I leave and then return later?

Answer:

If this is happening for all users in your LMS:

  • Contact our Technical Support Team to review the settings for your course.

If this occurs for only some users:

  • Review required browser settings for viewing published courses.
  • JavaScript must be enabled for published courses to work.
  • Font downloads must be enabled to see the correct fonts and characters.
  • When using Internet Explorer, turn off Compatibility View for sites where your courses are hosted.

Q: My Certificate of Completion isn’t filling in my name?

Answer:

To print or save your certificate of completion: Click “Get Certificate” > Add your name to the name field > Then choose print or save.

 

Technical Support Team

AVADE® E-Learning Support Form Submission