WSI LEARNING MANAGEMENT SYSTEM USER GUIDE

WSI LEARNING MANAGEMENT SYSTEM USER GUIDE

2013 by Wall Street Institute KFT, Luxembourg Branch Edited in Spain All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the permission of the Publishers. This material is the intellectual property of Wall Street Institute KFT, Luxembourg Branch Authors: Wall Street Institute International PMO Department and Product Operations Team www.wallstreetinstitute.com 2 PR-01.2.1-D10-V1

Table of Contents 1. Introduction... 4 1.1. How to Use This Guide... 4 1.2. WSI Systems... 4 2. Studying... 7 2.1. Hardware and Software Requirements... 7 2.2. The Bubble... 11 2.3. English Anytime Home Page... 14 2.4. Landing Page... 15 2.5. Course Window... 17 2.6. Audio Configuration... 24 3. Teaching Tools... 30 3.1. Catalog... 30 3.2. First Lesson Tool... 31 4. Managing Students... 34 4.1. Admin Tool Login... 34 4.2. Admin Tool Functions... 34 5. Troubleshooting... 38 5.1. Hardware... 38 5.2. Software... 38 5.3. Logging In... 39 5.4. Audio Configuration... 39 5.5. Studying... 40 5.6. Lessons... 40 5.7. Managing Students... 41 3 PR-01.2.1-D10-V1

WSI Learning Management System User Guide WSI LEARNING MANAGEMENT SYSTEM USER GUIDE 1. Introduction This document provides an overview of the features and functions contained within the Learning Management System, or LMS, as well as detailing how LMS fits into the WSI digital landscape. It is intended to be the primary reference guide for WSI staff on topics ranging from Students taking a course, to FAQs, to troubleshooting technical issues. 1.1. How to Use This Guide Use this guide as the primary support resource when seeking resolution to common issues associated with the LMS application. Topics covered in this document include supporting Students using the LMS, providing first level support for low level technical and User Interface related issues, and using the Catalog as a teaching tool. Whenever possible, screenshots have been provided in combination with detailed instructional text. An FAQ section has also been included for quick reference. If you are unable to resolve an issue and feel it requires more analysis, please submit a ticket through the SSDS Support Request Form. Audience This guide is intended for WSI Center staff and Service Managers. 1.2. WSI Systems Learning Management System The Learning Management System, or LMS, is the primary application used by WSI Students to access their course and learning content. The LMS tracks a Student s progress through each activity, automatically saves their result, and enables them to progress to the following activity. The LMS will prevent Students from studying beyond their contracted products, levels or dates. Local & Global The LMS content can be accessed in two ways: 4 PR-01.2.1-D10-V1

Local: in a WSI center, Students can access their course content through a server installed locally, often referred to as Intranet Center, or IC. As the course consists of videos, audio and interactive exercises, content can be presented to the Student quickly if available on a local area network rather than via a shared Internet connection. Global: from a Student s home, office or other public location, Students can access their course through an Internet server, often referred to as English Anytime or EA. English Anytime is an optional service and requires activation in the Student contract. The general content and course functionality is identical no matter where the Student studies however some updates may be available in English Anytime before Intranet Center. LMS & SSDS SSDS is the Student Data Management Software and is the primary application used by WSI staff to register new Student contract and course data, schedule classes, track attendance, and to track study on the LMS. Once a contract is registered in SSDS, a Student login and password will be generated. The login/password combination will allow Students to access their course on the LMS. SSDS communicates with IC and EA in order to synchronize: Student personal information Student login & password Contract start and end dates and levels Updates to bookmarks Changes to product such as switching from PRO to Flex Activity completion, start time, duration and score LMS & the Admin Tool The Admin Tool is an application used by service staff to troubleshoot and resolve issues reported by Students studying on the LMS. The Admin Tool has three main functions: Troubleshooting issues related to a Student s inability to study Resolving issues with incorrectly set bookmarks For product demonstration or study remediation purposes 5 PR-01.2.1-D10-V1

There is a local Admin Tool linked to LLMS, and a Global Admin Tool linked to GLMS. 6 PR-01.2.1-D10-V1

2. Studying 2.1. Hardware and Software Requirements Hardware There are minimum system requirements that center workstations and personal computers need in order to use English Anytime: Software or Hardware Requirements CPU Windows Minimum: 2.33GHz or faster x86-compatible processor, or Intel Atom 1.6GHz or faster processor for netbooks Mac Minimum: Intel Core Duo 1.83GHz Operating System Memory Connection Speed Browser Plug Ins Video Screen Video Card Audio Windows 7 - Strongly Recommended Windows XP supported, but not recommended Mac OS X v10.6, v10.7, or v10.8 Recommended: 2GB Available Memory Minimum: 1GB Available Memory Recommended: Broadband 384 Kbps or greater Minimum: 256 Kbps Microsoft Internet Explorer 8 Firefox 14 Safari 5 Adobe Flash Player 11.0 Sun Java 1.6.x 1024 x 768 screen resolution 24 bit video display card with 128MB 16-bit full-duplex sound card Speakers Microphone Recommended: Headset (used instead of separate Microphone and Speakers) Software The LMS application runs on a simple web browser. Some of the interactive features of the learning activities require additional software; however all of the required software can be downloaded from the Internet free of charge. Students can access the additional software components (plug-ins) in two different ways: Go to the Student Homepage and access the System Check to view and download the required software. This page includes direct links to the software download areas. Go to the following websites to obtain the latest software for their computer: - Oracle Java (Mandatory): http://www.java.com - Adobe Flash (Mandatory): http://www.adobe.com 7 PR-01.2.1-D10-V1

An automatic System Check will verify plug-ins are properly installed when a Student logs in. If all plug-ins are installed the System Check screen will not appear and the Student can proceed directly to the Student Homepage. If installations or updates of software plug-ins (for example Flash Player or Java) are required, the following screen will be displayed: Students should follow instructions on this screen to install or update software plug-in(s) on the system. After an update or installation takes place the browser may be closed automatically. If this occurs, have the Student log in again. Compatible Browsers The LMS now supports multi-browser access to Students studying their Flex or PRO course through EA. This means EA is now accessible to Flex or PRO Students using MAC operating systems and the Safari browser. Below is a summary of the browsers and platforms that are compatible with LMS: Windows XP, Vista & 7 Mac OS X Internet Explorer Firefox Safari Chrome Firefox Safari Chrome 8+ 14+ 5+ 14+ 5+ Flex YES YES NO NO YES YES NO PRO YES YES NO NO YES YES NO Premier YES NO NO NO NO NO NO BOL YES NO NO NO NO NO NO Please Note: Firefox, Safari and Mac compatibility applies to Flex and PRO Levels only, Students studying Premier need to use Internet Explorer on a Windows PC. If Students wish to obtain the latest version of Internet Explorer they can go to http://www.microsoft.com/ie. 8 PR-01.2.1-D10-V1

Logging into LMS User Name and Password Once the Student contract information and profile have been entered into SSDS they will be given access to LMS and The Village by a unique username and password combination. The system-generated username string contains the Student s center ID, Student code, and country of origin and would look like this: Usa01.00153.us. Usa01 = center ID 00153 = Student unique ID number us = the country of origin How a Student Should Log into LMS Open the browser on the work station and type in the URL address for the Wall Street Institute Student portal: http://www.wsistudents.com, or the local intranet center server address: Press the Enter button on the keyboard. The Wall Street Institute login screen will appear. Access the Student Portal by entering the Student username and password: 9 PR-01.2.1-D10-V1

Click the Login button: When logging into the Student Homepage from Intranet Center the page will look like this: Note the My Course link is displayed: 10 PR-01.2.1-D10-V1

2.2. The Bubble When logging into the Student Homepage from English Anytime Students will see The Bubble, the Wall Street Institute Student Portal, where Students have access to English Anytime, The Village, and several important Student related administrative functions. On-line Functions Accessible from The Bubble Review your schedule Check your progress View your profile The Village English Anytime Student Homepage when accessed remotely (GLMS) Review Your Schedule This function shows the Student which activities have been reserved and which have not yet been completed: 11 PR-01.2.1-D10-V1

Check Your Progress This function shows the Student how they are progressing in their current course: View Your Profile (Update Personal Information) This function allows the Student to view some details of their personal information. The only data they can change is their e-mail address: 12 PR-01.2.1-D10-V1

The Village Wall Street Institute Students have access to The Village via the main Student website: English Anytime Click the English Anytime logo or the link to access the LMS application: 13 PR-01.2.1-D10-V1

2.3. English Anytime Home Page English Anytime is a feature of the core Wall Street Institute product, which provides Students with access to their courses via the Internet. The page also provides links to the following online content: My Course Guides & Reference Tools Help Center Enter the English Anytime Course Select the My Course link on the Student Homepage to begin Wall Street Institute coursework: Guides & Reference Tools Additional information about English Anytime can be found by accessing the Guides & Reference Tools section. The Student will find links to the Student Guide, Technical Guide, and Quick Start Guide: 14 PR-01.2.1-D10-V1

The Student Guide and Technical Guide are reference documents to assist Students with their course. They can download a translated version of these guides by clicking on the links below: The English Anytime Student Guide provides general information about the course, how to use English Anytime and how to develop good study habits. The Technical Guide provides all of the technical information related to using English Anytime, including answers to Frequently Asked Technical questions. The English Anytime Quick Start Guide gives the initial information on how to access and start studying with English Anytime. Help Center On the English Anytime Homepage, Students can find answers to frequently asked questions in the Help Center. If the Student has any further questions, they can contact their local center: 2.4. Landing Page After clicking My Course, a Student will be presented with the landing page with the following information and features. Data Elements of the LMS Landing Page: Student name Next Activity Internet connection speed selection (only for Flex and Pro) A navigation option to start the next activity A navigation option to close the page before starting an activity A banner for messages and notifications 15 PR-01.2.1-D10-V1

Purpose of the Landing Page Provide Students with a quick overview of their current activity Inform Students of any upcoming system outages Display notification and alert messages Allow Students to change their internet connection speed Internet Connection Speed Selection This option allows the Student to choose between broadband or dial up service and defines the download speed for the lesson content. Once the connection speed has been selected, it will become the default setting for future study sessions. Note: This option is not available for Premier. This option is also not available in the IC LMS landing page. 16 PR-01.2.1-D10-V1

Student Notifications At the bottom of the landing page is a banner for informational notifications for online Students: Administration of all notifications is done by WSI Technical staff. Any time a system outage is planned, a message will be displayed at the top of the page in the blue menu bar noting the outage date and time. 2.5. Course Window After selecting the My Course link on the Student homepage, Students can begin their Wall Street Institute coursework. Buttons The lesson screens have various buttons for navigating the multi-media content such as Go On, Play, Pause, and Quit. Pause 17 PR-01.2.1-D10-V1

Flex lessons will automatically update and save the latest progress. At the end of Premier Lessons Students should follow these steps to ensure their full lesson was saved correctly: After the Lesson Exercises, click the Go On button Wait until the start of the next activity appears on your screen; only then click the Quit button The next time the Student logs into their course (either from in Center or remotely), they will start with the next activity. When clicking Quit, the Student will be prompted to confirm they really want to quit. To quit the lesson, click the X icon after being prompted To continue the lesson, click the arrow icon Quit Go On Caution: If a Student has not fully completed an activity and then quits, the activity will not be saved and will need to be retaken the next time they log in. 18 PR-01.2.1-D10-V1

Icons In the multimedia section of each course Students will see several icons, which are used to guide them through the lessons and give instructions on what to do in each activity. Progress Bar The Progress Bar in the Flex and PRO course is located in the middle of the screen just before the beginning of each activity. The intent of the progress bar is to provide the Student with a visual representation of their progression through the activity, lesson, and unit: 19 PR-01.2.1-D10-V1

The Progress Bar in Premier is located at the bottom of the Student s browser window: The Progress bar utilizes color to indicate the Student s progression. Color schemes are applied during the course of study or because of a bookmark change. The progress bar does not have knowledge of contract information. It is simply an indication of study completed, in progress or pending/not started. The following color schemes are applied to the Level, Unit, Lesson and activity progress bars. Green Study complete; most recently completed activity Gray Study complete; all other activities completed, prior to last/most recent completion Yellow Study in progress White Study pending/not started The Progress Bar is part of the message bar at the bottom of the LMS landing page. It can be hidden or viewed during study. The hide / view option depends on the desktop screen resolution setting. If the screen resolution setting is lower than 1024x768, the progress bar is hidden by default and the Student will need to click on the bottom to display the bar. If the screen resolution is higher, such as 1280x1024, the progress bar will be displayed at the bottom of the screen by default. On the higher resolution setting, the Student may click on the bar to hide while studying. Notifications & Alerts The WSI Technical Support team has the ability to send out notifications to online Students that can be either informational, such as recent release issues, or alerts, such as warnings about upcoming system maintenance or system outages that will impact their studies. The notifications are sent to give Students plenty of advance notice to allow them to plan their study accordingly, and not be negatively impacted by system outages. The following types of messages can be sent under notifications: Informational messages Alerts: - Upcoming system outage notification - Immediate exit request - Outage window in progress 20 PR-01.2.1-D10-V1

Informational Messages These messages inform Students of current issues seen in the system, such as problems discovered with a recent release, like a Flash player that is not compatible or not rendering correctly, etc.: The first informational message in the list Click the arrow to scroll through all messages Multiple messages can be posted at the same time and a Student can read them by scrolling through the messages. If a Student continues to click the arrow button and the message list has come to an end, the list is reset back to the first message in the list. In the case where the full message can t be seen in the window, the Student will need to hold the mouse pointer over [More] to see the complete message displayed: Messages can be read during any study session by clicking on the gold triangle at the bottom center of the page. The Message bar will be displayed and only disappears if the Student clicks the triangle again to hide the messages: Click the arrow to show the message bar Students can view and read messages during a study session: 21 PR-01.2.1-D10-V1

Message bar displayed Students can hide the bar by clicking the gold arrow any time. Alerts Alert messages will alert Students when to expect an upcoming system outage. They remain for 2 minutes and then disappear. The message will appear on the Landing page and during the study session until the 2 minutes have elapsed: Example of a system outage alert: English Anytime will be offline for maintenance from 02/24/2012 13:35 UTC to 02/24/2012 13:35 UTC. We apologize for any inconvenience. Students can continue their studies up until the time the outage actually begins. Five minutes before the outage the system will once again prompt the Student to log out. If the Student does not log out, the system will automatically log them out when the outage begins: 22 PR-01.2.1-D10-V1

If a Student attempts to log in during a system outage they will see the following message on the landing page: The technical staff has the option to append an additional message after We apologize for any inconvenience on the default message. Here is an example of an appended message: Inactive Session Notification to Students If a Student leaves their study session window open but left idle for over 120 minutes, a pop up notice will display asking them if they would like to continue with their session and studies. If no reply is received within three minutes the session will automatically close down: 23 PR-01.2.1-D10-V1

2.6. Audio Configuration WSI courses incorporate audio and video content in the lessons. Accessing this functionality requires the Flash Player settings on the machine are configured correctly. An audio configuration utility allows Students to manage and test their microphone and recording settings. New User The first time a Student logs into the LMS landing page, the Flash Player set up message is displayed. Clicking either of the red microphone icons will open the Audio Configuration Wizard (ACW). Note the Next button is not shown on this screen since the configuration has not been completed: Click either icon to open the ACW The Audio Configuration Wizard will begin a brief introductory animation which shows that the Student will need headphones and a microphone. The Audio Configuration Wizard has six tabs which are presented in a linear manner, skipping a step will not be permitted until after the user has completed all four steps in sequential order. The navigation logic allows the user to return to any step they have completed, in which case they can then use the tabs to return to any step they have already started or completed. Replay Configure Next 24 PR-01.2.1-D10-V1

Step 1: Configure Access An animation will be shown to demonstrate the correct configuration of Adobe Flash Player Settings for access: select Allow, tick Remember and click Close At the end of the animation, the Settings icon on the right will flash green. Students can choose to Replay the animation or click the Settings icon to continue The Adobe Flash Player Settings for Privacy will appear. The Student needs to repeat the steps demonstrated in the animation: a. Select Allow b. Tick Remember c. Click Close The Go On icon on the right will flash green. The Student needs to click Go On to continue Step 2: Configure Storage An animation will be shown to demonstrate the correct configuration of Adobe Flash Player Settings for storage: drag the slider to the far right until Unlimited is shown, then click Close 25 PR-01.2.1-D10-V1

At the end of the animation the Settings icon will flash green. Students can choose to Replay the animation or click the Settings icon to continue The Adobe Flash Player Settings for Local Storage will appear. The Student needs to repeat the steps demonstrated in the animation: a. Drag the slider to the far right b. Click Close The Go On icon on the right will flash green. The Student needs to click Go On to continue Step 3: Test Audio An animation will be shown to demonstrate to Students to connect and put on their headphones At the end of the animation a Listen icon will flash green. Students can choose to Replay the animation or click the Listen icon to continue. A brief audio excerpt will be played. Students can adjust the volume level by moving the slider left or right When the audio excerpt ends, the Student will be asked: Did you hear the audio correctly? If the audio was played correctly, the Student should click Yes to proceed, otherwise they should click No and try again. If the Student cannot hear the audio, check that: a. Headphones are plugged in correctly b. Audio is not muted c. The PC volume level is turned up 26 PR-01.2.1-D10-V1

After three failed attempts the Student will see an Error message, please contact your local technical support. Step 4: Test Recording An animation will be shown to demonstrate to Students to connect their microphone At the end of the animation a Record icon will flash green. Students can choose to Replay the animation or click the Record icon to continue. The Student must speak into the microphone for five seconds. Students can adjust the recording level by moving the slider left or right After the five seconds, the wizard will play back the recording. The Student will be asked Did you hear the recording correctly? If the audio was played correctly, the Student should click Yes to proceed otherwise they should click No and try again. If the Student cannot hear the recording, check that: a. Microphone is plugged in correctly b. Recording is not muted c. The PC record level is turned up After three failed attempts the Student will see an Error message, please contact your local technical support. If steps 1-4 are complete, the Student will informed that the configuration is complete and can click Go On to access their course If the Student wishes to repeat the Audio Configuration Wizard at any time, they can click on the grey microphone at the bottom left of the course landing page 27 PR-01.2.1-D10-V1

Step 5: Logging Out Students should complete one full lesson each time they study. At the end of each lesson, after the Lesson Exercises, Students must click Go On close the Language Profile: They are then reminded to complete the corresponding exercises in their Student Manual and to book an Encounter and must Quit to close this screen: If a Student needs to quit before reaching the end of an activity, they can click on the small Quit button at the bottom right of the course window: Next The Student will be prompted to confirm they actually want to quit. If yes, click the Quit button again 28 PR-01.2.1-D10-V1

If no, select the Go On button: Quit button Go On button Caution: If a Student did not fully complete an activity and quits, this activity will not be saved and they will need to re-take the activity next time they log in. 29 PR-01.2.1-D10-V1

3. Teaching Tools 3.1. Catalog Within in the Admin Tool the Catalog function displays individual activities from each product. Enter your username and password and click Login to access the Admin Tool homepage: To access the Catalog, click on Catalog in the top menu bar: Select a Track Type and then a Sub-Type: Next, click Show Catalog: 30 PR-01.2.1-D10-V1

After selecting the Sub-Type, you can then choose the Level you would like to view: The Course Catalog is organized by Level to make it easier to find the desired activity. Lessons can easily be viewed and hidden by either expanding on the [+] sign next to the folder to see all contents, and by collapsing the [-] sign to hide the contents of the folder. Once a Lesson has been found in the catalog, double-click on the desired activity. Only the selected activity will be played. The catalog does not progress on to the next activity like EA or IC lessons do. It is meant to be used by Center staff as a tutoring and mentoring tool, and to help a Student through a specific activity when extra help is needed. Select the desired activity and click to play: 3.2. First Lesson Tool When a Student begins their course, a Personal Tutor will familiarize them with the WSI teaching method, known as The Acquisition Cycle, by using the First Lesson Tool. The tool is a graphical representation of the seven-step teaching process used by WSI. Lessons begin with a listening exercise, followed by repeating, reading, speaking, confirming, writing, and then finish with an Encounter: 31 PR-01.2.1-D10-V1

General English This tool facilitates the delivery of English Flex First Lessons. The tool is simply an image of the Acquisition Cycle with links to each of the activities which are taken from Unit 5, Lesson 1. Full details of the use of this tool in delivering English Flex First Lessons can be found in the Standard Operating Procedure Reference manual chapter on Teaching. This tool can be accessed in your local Center by accessing http://your_server/firstlesson where your_server is the name or IP address of your Intranet Center server, as used to access the AdminTool or course. The tool is also available through English Anytime by accessing ttp://coursework.wsistudents.com/firstlesson 32 PR-01.2.1-D10-V1

General Advanced English The General Advanced English course has 4 distinct Lesson structures and so 4 new Acquisition Cycles were designed. The General Advanced English First Lesson focuses on the Watch + Speak lesson structure for Unit 56, Lesson 1. The Acquisition Cycles for the other three Lesson types can be found in the Standard Operating Procedure along with detailed instructions for the delivery of the General Advanced English First Lesson. This tool can be accessed in your local Center by accessing http://your_server/generaladvancedenglish where your_server is the name or IP address of your Intranet Center server, as used to access the AdminTool or course. The tool is also available through English Anytime by accessing http://coursework.wsistudents.com/generaladvancedenglish 33 PR-01.2.1-D10-V1

4. Managing Students 4.1. Admin Tool Login Enter your username and password and click Login to access the Admin Tool homepage. Upon login the user will see the Manage Students screen: 4.2. Admin Tool Functions The English Anytime Admin Tool is used by National Service and IT Managers to troubleshoot and resolve issues reported by Students studying on English Anytime. The Intranet Center Admin Tool is used by center staff and has three main functions: Troubleshooting issues related to a Student s inability to study Resolving issues with incorrectly set bookmarks For product demonstration or study remediation purposes Student Information Access a Student by selection the Manage Students menu and then entering a Student name or Student login into the search box. Names must have a minimum of three characters (no maximum): The Student s relevant information is grouped into three tabs: Profile, Contract and Tracks. 34 PR-01.2.1-D10-V1

Profile After entering a Student name or login into the Search box, a list of all Students that match the criteria will be returned as shown in the screenshot below. Highlight the correct Student name and then select the Profile to see the Student s profile information: The Profile tab contains the following data elements: Login Password First Name Last Name Email First Study Date Last Study Date Country Center Contract Select the Contract tab to view the Student s contract information: 35 PR-01.2.1-D10-V1

The Contract Information for Students enrolled in a WSI Course includes: Start Date End Date (original contract end date) Real End Date (actual end date when Student completed the contract) Extension Date (filled in if a contract end date is extended or postposed) Status (The current contract status) ID (contract unique ID) Products (contracted product types(s)) No edits are allowed to this section directly, instead updates are made in the SSDS application and updates are sent over to the Admin Tool every 15 minutes. Tracks The Tracks tab shows the contracts or courses assigned to a Student and what their current and previous activity was. Select the Tracks tab to view the Student s track information: Change Bookmark The Tracks tab shows the contracts or courses assigned to a Student. The tab also displays the Student s current and previous activity. The change Bookmark function allows the user to modify a Student s bookmark within the same product and contract levels. How to Change a Student s Bookmark a. Search by Student name b. Select the Tracks tab c. Click the Change Bookmark link on the far right of the blue banner 36 PR-01.2.1-D10-V1

The Change Bookmark box will open: Click the arrow to view a list of Levels and corresponding Activities: Select the new level and/or activity and click the Save button. Upon the next login by the Student to IC or English Anytime, the session will start from the reassigned activity. 37 PR-01.2.1-D10-V1

5. Troubleshooting The following section provides details on how to detect and resolve some common technical issues related to the LMS. If difficulties continue, please enter a ticket through the WSI Service Desk application. 5.1. Hardware Minimum Requirements The minimum requirements are regularly updated and can be found here: http://www.wsistudents.com/minrequirements.jhtml Please ensure that the Student s PC or Mac meets the minimum requirements. Suggested questions to help determine whether the Student s device meets the minimum requirements: What processor does your computer have? What amount of memory does your computer have? What is your type of Internet connection? What is your Internet connection speed? Can you hear audio? 5.2. Software Minimum Requirements English Anytime runs on a simple web browser: Internet Explorer, Firefox or Safari. Some of the interactive features require additional software; however all of the required software can be downloaded from the internet free of charge. Students can access the additional software components (plug-ins) in two different ways: a. Go to the Student Homepage and access the System Check to view and download the required software. This page includes direct links to the software download areas. b. Go to the following websites to obtain the latest software for your computer: Sun Java (Mandatory): http://www.java.com Adobe Flash (Mandatory): http://www.adobe.com Adobe Acrobat Reader (Optional): http://www.adobe.com Suggested questions to help determine whether the Student s device meets the minimum requirements: What operating system and browser do you use? What version of Java are you using? What version of Flash do you have? 38 PR-01.2.1-D10-V1

5.3. Logging In Login Related Issues Student is unable to login. Check the following: Is English Anytime is activated on the Student s current contract in SSDS? Does the Student s computer meet the minimum system requirements? Is the Student using the correct username and password? Can English Anytime be accessed through http://www.wsistudents.com? Can you login to the Wall Street Institute Student Portal using your username and password? Does the Student see an error message, warning or other screen? Student was studying and was asked to login again. Ask if the Student spent more than 90 minutes in a single activity, or leave the course unattended for 90 minutes? The course will automatically logout after 90 minutes for security purposes. Student is able to login but cannot see the English Anytime link. Check the Student s contract end date, end level, status, and English Anytime activation. 5.4. Audio Configuration Audio and Recording Student cannot hear any audio. Check if the Student s device can play sounds: a. Go to Start b. Select Settings c. Select Control Panel d. Select Sounds and Multimedia or Sounds and Audio Devices. e. Choose the Sounds tab f. Choose an Event that has a speaker icon next to it and select the Play button Flash Player Settings Student sees a red microphone icon on the LMS landing page. This message is displayed the first time a Student accesses English Anytime from a new device. Click the red microphone to begin the audio configuration wizard: 39 PR-01.2.1-D10-V1

Student sees an error message at the end of the Audio Configuration Wizard. If the Student did not correct configure Privacy and Local Storage settings during the wizard, they will see this error message. Support the Student by walking through each step. 5.5. Studying Common Issues Found While Studying Student sees a Make an appointment with your Consultant message. This is an issue related to the Student s bookmark: it s not defined, the Student has completed all levels in contract, or the Student has completed a product. Check the contract details. Student cannot hear audio. Verify the computer has the minimum system requirements and can play sounds: a. Verify the speakers are properly plugged in and turned on b. Verify the volume is turned up and not muted both on the system volume control and the speakers, if they are external c. Verify the Flash Player is installed d. Verify the computer can play sounds: a. Go to Start b. Select Settings c. Select Control Panel d. Select Sounds and Multimedia or Sounds and Audio Devices e. Choose the Sounds tab f. Choose an Event that has a speaker icon next to it and select the Play button e. Verify the sound card is properly installed a. Go to Start b. Select Settings c. Select Control Panel d. Select System icon e. Select the Hardware tab f. Select the Device Manager button g. Look under Sound, video and game controllers h. Verify the machine has the following audio components f. Check to see if all system plug-ins are properly installed g. Verify the Flash-Player settings cookie has been set through the Audio Configuration Wizard. Student cannot hear recording. Verify the computer meets the minimum requirements and can play sounds, verify all plug-ins are properly installed and that the Audio Configuration Wizard has been completed. 5.6. Lessons Common Issues Found with Content The lesson starts at the wrong point. Check the last lesson studied on the Student Study Record (SSR). Confirm the bookmark matches the last lesson studied on the SSR. If the Student studies using EA confirm the IC and EA bookmarks match. If a change is required, make the change to the bookmark. 40 PR-01.2.1-D10-V1

Wait the required time, usually 15 minutes, for the sync or do a forced sync by making a contract modification (changing the Personal Tutor), and click Save. 5.7. Managing Students Bookmark Troubleshooting The landing page provides Students with an overview of their study progress and shows the Student s next activity. The Level and activities Students can access are determined by bookmarking logic in LMS. All bookmarks adhere to the limit of the Student Contract, i.e. only Levels included in a Student s contract will be displayed. When a Student reaches the end of their product or course, they will see their next activity displayed as N/A in the LMS landing page. The Student will also be presented with a message To continue your lessons, please contact your center staff. An example is shown in the table below. Current logic will Flag the Following Bookmark Issues: Bookmark Issue Message Displayed to Student Action Required by Center Staff Student has completed all Levels purchased for current product To continue your lessons, please contact your center staff. Check Student s contract in SSDS to see if there are any additional Flex, Pro, or Premier Levels remaining and switch product. If Student has completed all Levels purchased, make an appointment with Consultant. Student has completed all activities in current product To continue your lessons, please contact your center staff. Check Student s contract in SSDS to see if there are any additional Flex, Pro, or Premier Levels remaining and switch product. If Student has completed all Levels purchased, make an appointment with Consultant. No contract found Bookmark error 151. Please contact your center staff to continue your lessons. Verify Student s contract in SSDS, re-send EA application form to force synchronization. 41 PR-01.2.1-D10-V1

No active contract found No active contract found this screen cannot be used This message indicates that there is no contract data available for the selected Student. Ensure the Student has a valid contract, or wait for SSDS and LMS to synchronize if recently entered. Contracted Product not found Bookmark error 152. Please contact your center staff to continue your lessons. Verify Student s contract in SSDS, switch product to one included in Student s contract. Contracted Product Levels not found Bookmark error 153. Please contact your center staff to continue your lessons. Verify Student s contract in SSDS, re-send EA application form to force synchronization. Active track not found Bookmark error 154. Please contact your center staff to continue your lessons. Verify Student s contract in SSDS, switch product to one included in Student s contract. There is no contract data available for the selected Student. No active contract found this screen cannot be used Ensure the Student has a valid contract, or wait for SSDS and LMS to synchronize if recently entered. The bookmarked activity is set to an invalid activity. Current activity is not valid or cannot be determined. Ensure the Student contract allows the current activity The bookmarked activity is outside of the current contracted levels for the product. Current activity not within purchased levels. Update the Student s bookmark to an activity included in their contracted level(s). 42 PR-01.2.1-D10-V1

The Student has an active contract but there are no levels stored for the specified product. No levels found for [Product] for the active contract. Modify the Student s profile or contract in SSDS. This forces synchronization between SSDS and the LMS and thus should resolve the issue. Alternatively check the Student s contract to make sure that it includes Levels for the specified product and update the bookmark as necessary. Possible message shown after the Student has clicked the Save button Possible message shown if the system failed to set the bookmark Bookmark successfully updated Save failed The save has been completed. Close the dialog and wait for the page to refresh. This is rare instance when saving the bookmark does not complete. Instruct the Student to close the dialog and try again before requesting assistance. 43 PR-01.2.1-D10-V1