If you are experiencing trouble with the teaching package please refer to the User manual, and the support topics below for help.
with logging on.
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Please, please, please do not re-register and create additional accounts with us in an attempt to overcome a logon problem! Unfortunately it won't help in any way because...
By working through the following points however, you will overcome the most commonly experienced problems and will be guided toward the most appropriate course of action.
Please Note:
Your hospital's system administrator should be your initial contact whenever possible regarding any problem you have with the K2 Training system, especially where it involves a failed logon.
accessing the system from my home.
First a brief, but important overview...(especially if you're a Windows Vista user)...
The two most common problems for home users are associated with logging in (covered in the support article titled: 'I'm having problems Logging on, why?') and installing the webplayer plugin - covered here for Macs and here for PCs.
We recommend that everyone use Internet Explorer to access the Training Package - even though many PC users choose to use Mozilla Firefox and Mac users the Safari and Opera web-browsers among others. Both the Acid Base and Cardiotocograph chapters of the Training System require a plug-in called the Authorware webplayer from Adobe.com.
The majority of home users are automatically prompted to install this software when they first visit either chapter. The exception being those who use Windows Vista. The higher security levels of Vista requires that web addresses are added to Internet Explorer's "Trusted Sites" before the webplayer will install. The error message associated with this problem commonly reads, "Plugin - Access Denied" or "File - Access Denied".
A similar problem can occur when the user attempting the installation doesn't have the necessary privileges to allow them to carry out software installation. In this case the installation process stalls without an error and you will need your PC's administrator to carry out the installation.
Mac users can download and then install the Authorware webplayer here. You will however, need a program, such as Stuffit Expander, to decompress the downloaded file prior to installation .
Please note:
You will need the "Installer Complete" version for your operating system (either OS X or OS 9). AND That even with the webplayer correctly installed, the Simulator Cases cannot be displayed on Macs - the EFM trace images are too large and result in a "Memory Full" error - a problem we're hoping to overcome in future releases.
In addition, Intel based Macs will need to run Safari in "Rosetta" mode as the webplayer plugin was written for PowerPC Macs. To do this...
If the above leads to a performance drop when visiting other sites, repeat these steps to switch Rosetta off, and then use it only while accessing the training site.
Macromedia/Adobe have not released a Universal version of the Authorware webplayer (Dec 2007).
If you're unsure whether your Mac is Intel or PowerPC based, select Apple -> About this Mac, then click “More Info“ and check the CPU type used.
If you're unsure of which plugins are installed on your Mac select Help -> Installed Plug-ins. The required plugin should be listed under the heading, “Authorware Web Player”.
For more information on Rosetta mode click here
The Authorware webplayer can be installed from the Adobe site - Windows Vista users will need to add the following trusted sites first...
Open Internet Explorer and from the Tools icon or menu item below...
or
... select Internet Settings and then the Security tab to display a screen similar to the following...
... select the Trusted Sites icon (as above) and then click the Sites button to display the following screen.
Remove the tick from the "Require server verification....." check box and add each of the web addresses shown. (Type the address into the "Add this website..." box and then click the "Add" button, for each address in turn). Close this screen, the previous Internet Options screen, and then close and restart Internet Explorer. Now either log back into the Training System and click on either the Acid Base or Fetal Monitor chapter (where you should be prompted to install the webplayer) or install the webplayer directly from the Adobe site.
On a few occasions it's been found that there is a need to "unblock" or to create an "exception" within a firewall or security program to allow the training site to run on a home PC. You will normally need to enter a URL - http://k2ms-university.com.
with the Acid Base or Fetal Monitor chapters.
We recommend that everyone use Internet Explorer to access the Training Package - even though many PC users choose to use Mozilla Firefox and Mac users the Safari and Opera web-browsers among others. Both the Acid Base and Fetal Monitor chapters of the Training System require a plug-in called the Authorware webplayer from Adobe.com.
Your computer's screen resolution also needs to be set to at least 1024 x 768 pixels. If set to less than this the lower and right hand edges or the screen are not displayed.
In addition to this there are specific display problems for users of the BT/Yahoo and AOL web-browsers, where the bottom and right hand side of the page display are missing. As the navigation buttons and an information panel are missing, access to the next page can become blocked, when you're unable to guess the required input.
The first time that BT internet and AOL users become aware of any problem, is when they reach the following page and find that they are stuck with no way of moving forward!
The reason for this is that the BT/Yahoo and AOL web browsers do not always display the lower and right hand portions of the screen. And as there is only one command which will allow you to move to the next page - typing a letter H - and this instruction is hidden from view, you're stuck!
The solution is to first check your screen resolution. If this is OK, exit the chapter and log off the training system. You'll then need to minimize the BT or AOL browser window - but don't close it - open Internet Explorer and use it to log back into system. Internet Explorer can be opened via the following icon from your desktop or programs list.
Future logins will involve opening or starting an internet connection, minimizing the resulting window, and then opening and using Internet Explorer to login to the K2 Training System.
Your screen resolution needs to be set to at least 1024 x 768 pixels to display the entire page, to do this right click on your desktop and select properties, next select the Settings tab ("Personalise", then "Display Settings" in Vista) to reveal a screen similar to that below...
... move the Screen Resolution slider accordingly and then click apply. You'll be asked if you want to keep the new settings - click Yes.
You should now be able to see the entire screen.
Mac users can download and install the Authorware webplayer here.
Please note that you will need the "Installer Complete" version for your operating system (either OS X or OS 9).
AND
... will need Stuffit Expander or a similar program to decompress the download files.
...that even with the webplayer correctly installed, the Simulator Cases cannot be displayed as the EFM trace images are too large. This results in a "Memory Full" error - something we're aiming to overcome in a future release.
The Authorware webplayer can be installed directly from the Adobe site - Windows Vista users will need to add the following trusted sites first, however...
From the Tools icon or menu item (below)...
... select Internet Settings and then Security to display a screen similar to the following...
... select the Trusted Sites icon (as above) and then click on the Sites button to display the following screen.
From the above screen, remove the tick from the "Require server verification....." check box (just above the Close button) and then add each of the web addresses shown.
(Type an address into the "Add this website..." box and then click the "Add" button, for each address in turn).
Close this screen, the previous Internet Options screen, and then close and restart Internet Explorer. Now, either, log back into the Training System and click on either the Acid Base or Fetal Monitor chapter (where you should be prompted to install the webplayer) or, alternatively, install the webplayer directly from the Adobe site.
with my progress page.
Your overall progress through the Training System can be checked from the "Progress" icon (below) on your home page...
...this reveals a page similar to the following...
There are a several things to note about the this screen...
Progress within a chapter can also be viewed via the progress button displayed in each chapter, below...
... clicking it reveals a page similar to the following; each section being accessible via the "Main Menu" button on the page above.
with the Simulator Cases.
If you use a Mac to access the Training System, the Simulator Cases can not be displayed. The EFM trace image files used (.png's) are too large and produce a "Memory Full" error. The Acid Base and Fetal Monitor chapters remain accessible however and can be used. The "Memory Full" error is an issue that we are aiming to rectify in a future release.
Case 0 is a demonstration or practice case that you can use repeatedly but will always show as a red cross against your progress record. This case does not count toward your certificate, and remains available for EFM interpretation training at any time.
If you're unable to view the Expert opinion from the conclusion tab of a Simulator Case, it's because the case has not been completed and the system requires more input from you! If you re-open the case, you'll return to the point previously reached. A screen similar to the following will be displayed...
Typically, even though the "Actual Delivery Time" is displayed on a black bar, the bottom row of buttons will have blue outlines, indicating that the final section of trace still requires your interpretation.
Clicking an appropriate button will complete the case, update your progress record and allow you to access the conclusion tab.
If the problem is associated with Case 0 then click here.
If the problem is not associated with Case 0 then working through the Conclusion Tab issue will resolve the problem.
with registering and receiving my details.
If your first attempt at registering is unsuccessful please contact us us with your Name, Login ID and e-mail address if known, so that we can locate your record, correct any problems and generally advise on the next step to take.
The main problem encountered in the registration process, is where you find that the login ID you have chosen already exists.
Depending on what you have chosen to use, two courses of action are open to you...
Another common scenario is that following a successful registration, you find that you can login but the following message appears -
"You cannot access the training system until you purchase an annual membership or join a hospital license..... "
In this case you will need to contact a hospital administrator of the system who will activate your account from their User Manager list. Alternatively, if you are training independently of a hospital or organization, you will need to purchase an annual membership. Again, please contact us with your Name, Login ID and e-mail address if known.
with license expiration reminders.
Licensing reminders are displayed when the licensing agreement you train under is due for renewal within 14 days. For the majority of users the only requirement is that they let their hospital's system administrator know about the reminder. The administrator will then contact us to to arrange payment or to confirm that it's been received. Typically, payment is being processed at this stage, the license date will be amended within a few days and the reminders will then stop.
Users who have their own licensing agreement should contact us to arrange renewal or to confirm that payment has been received.
also
How and when will I get my certificate?
Certificates are created and sent to your hospital's system administrator on a six month basis. To find when you can next expect a certificate (having completed the necessary training!) you will need to contact us with the name of your hospital.
How do I transfer to another hospital?
ADMINISTRATORS:- If you locate a users record, as described later in the page, and then click the "transfer" link, you will successfully transfer yourself from your hospital, losing your Administrator privileges in the process!
By transferring a training record from one hospital to another, you can potentially save yourself (or others if you're an administrator) a good deal of work! A common mistake is for users themselves, or hospital administrators to create a new account at each hospital. Any new account will require the user to work through the entire system again, to be eligible for a certificate. Whereas, transferring the existing account (and its complete training record) will allow them to continue from where they left off at the previous hospital. A transfer consists of two stages,
If you'd like to find out more about transferring your own account click here...
If you're a hospital K2 System administrator who wants to know more click here...
Quite easily! Login to the system in the usual way and from the homepage click the My Details icon...
... the top line of the resulting page (above) ends with "To change to another hospital click here"; click the link and scroll through the list of hospitals selecting the one that you've joined. Your account will now be frozen until you contact a system administrator at the new hospital. When they have activated your account from their User Manager list, the transfer is complete and you're account can be used again.
Just ask the person to login and to transfer themselves to your hospital as above. You will then need to activate their account from your User Manager list. Alternatively, contact us with the person's Name, Login ID and e-mail address if known.
If you locate a users record, as below, and then click the "transfer" link, you will successfully transfer yourself from your hospital, losing your Administrator privileges in the process!!
You can only remove a user from your hospital list. Locate the user in your User Manager list, click their Login ID to view their details and click the delete link, as below...
... this will remove them from your user list, but will not delete their account or training records from the system. It will however, mean that they cannot login until they join another hospital or buy an individual license.
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United States
203-230-3245
Alternate support line in the UK
01752 764 800 (+44) 1752 764 800
or e-mail us at USsupport@k2ms.com.
