Thank you for your purchase. We look forward to providing your on-line training.

Our web-based training is designed to be extremely reliable, and utilizes common technologies such as Java and Flash to make sure the course runs properly on all systems, anywhere in the world. To ensure a problem-free training experience, please perform the following steps prior to accessing your web-based training:

1. We recommend using Mozilla Firefox 9.x or Internet Explorer 9.x for viewing presentations. Some users are reporting difficulties viewing presentations using Apple Safari with the latest Java and Flash updates.
   • (Fastest and most reliable performance) Download Mozilla Firefox: http://www.mozilla.com/
   • Download Internet Explorer: http://www.microsoft.com/windows/downloads/ie/getitnow.mspx
2. Check your Adobe Flash Player installation, and update if necessary by clicking here: http://www.adobe.com/software/flash/about/
3. Your connection to the Internet must be reliable, with no intermittant connection breaks.
   • If you are connecting to the Internet over a wireless connection, please note that wireless often suffers from small disconnects that you typically would not notice unless you are in the process of downloading e-mail and lose your connection to the e-mail server. Such disruption can similarly break your learning session with our server, causing the course to suddenly fail to display properly, or for your successful completion of a practice exam to record properly.
4. Make sure that your browser's security settings are set to "default". Java must be enabled for the course presentations to display properly. You can check for proper operation of Java here: http://www.java.com/en/download/installed.jsp.
   
5. Enable cookies for certifiedinfosec.com.This will ensure that your login sessions are handled properly. Directions for Internet Explorer:

   Open Internet Explorer by clicking the Start button , and then clicking Internet Explorer. Click the Tools button, and then click Internet Options. Click the Privacy tab, and then move the slider to a position between the top and bottom so you are not blocking or allowing all cookies. Click Sites. In the Address of website box, type certifiedinfosec.com, and then click Allow. Move the slider back to the position it was originally in, and then click OK.

6. Restart your web browser.

Are you connecting to the course through a company proxy server?

If you are connecting to the course through a company's network proxy server, please realize that the proxy server may be configured to cache and serve files from earlier sessions. Consequently, you may experience difficulties in getting up-to-date files that are necessary for viewing your course module. You can:

1. Ask your network administrator to configure the proxy server to disable caching of any files from the website http://www.certifiedinfosec.com
2. Connect to the campus using a different Internet connection.

After updating your software, you are ready to access the campus and log in to begin your training! 

Enjoy your course!

Experiencing problems? Don't worry. Here are 4 quick and easy steps you can do that resolve 99% of any issues our users have ever encountered. Our web-based training is designed to be extremely reliable, and utilizes common technologies such as Java and Flash to make sure the course runs properly on all systems, anywhere in the world.

1. We recommend using Internet Explorer version 9 or later, or Mozilla Firefox 9 or later for viewing presentations. Some users are reporting difficulties viewing presentations using Apple Safari with the latest Java and Flash updates.

   • Download Mozilla Firefox: http://www.mozilla.com/
   • Download Internet Explorer: http://www.microsoft.com/windows/internet-explorer/default.aspx.
2. Do not use internet accelerators! Internet accelerators cache content from previous course sessions, and will prevent the course from operating properly.
3. Reset your browser to default settings and clear any cached temporary files. Poorly designed or incompatible extensions can cause problems with your browser, including make it crash, slow down page display, etc. If you encounter strange problems relating to parts of the browser no longer working, the browser not starting, windows with strange or distorted appearance, degraded performance, etc, you may be suffering from Extension, Theme, or plugins trouble.
   • Video tutorial on clearing the cache in Internet Explorer 8
   • Reset Internet Explorer

   To reset Internet Explorer settings 

   1. Close any Internet Explorer or Windows Explorer windows that are currently open.
   2. Open Internet Explorer by clicking the Start button . In the search box, type Internet Explorer, and then, in the list of results, click Internet Explorer.
   3. Click the Tools button, and then click Internet Options.
   4. Click the Advanced tab, and then click Reset.
   5. Select the Delete personal settings check box if you would like to remove browsing history, search providers, Accelerators, home pages, and InPrivate Filtering data.
   6. In the Reset Internet Explorer Settings dialog box, click Reset.
   7. When Internet Explorer finishes restoring the settings, click Close, and then click OK.
   8. Close Internet Explorer.Your changes will take effect the next time you open Internet Explorer. 
   • Directions on running Firefox in Safe Mode. 
4. Enable cookies for certifiedinfosec.com. This will ensure that your login sessions are handled properly. Directions for Internet Explorer:
   

   Open Internet Explorer by clicking the Start button , and then clicking Internet Explorer. Click the Tools button, and then click Internet Options. Click the Privacy tab, and then move the slider to a position between the top and bottom so you are not blocking or allowing all cookies. Click Sites. In the Address of website box, type certifiedinfosec.com, and then click Allow. Move the slider back to the position it was originally in, and then click OK.

Your web browser's security is preventing our system from checking your session authorization.

If you have already successfully logged into the campus, but then find that you cannot get a training module to start properly because of "permissions errors", your browser's security settings are preventing our system from checking the authorized session cookie it tried to provide your browser when you logged into the campus per the new user setup advice. Per the new user guidance provided in this technical support section, you are advised to reset security back to default settings, or to configure your browser to accept cookies from www.certifiedinfosec.com:

Enable cookies for certifiedinfosec.com. This will ensure that your login sessions are handled properly. Directions for Internet Explorer:

1. Open Internet Explorer by clicking the Start button , and then clicking Internet Explorer.

2. Click the Tools button, and then click Internet Options.

3. Click the Privacy tab, and then move the slider to a position between the top and bottom so you are not blocking or allowing all cookies.

4. Click Sites.

5. In the Address of website box, type certifiedinfosec.com, and then click Allow.

6. Move the slider back to the position it was originally in, and then click OK.

"My presentation stopped working while I was viewing the course! What's wrong with the course?"

Don't worry; our servers are okay.

1. This interruption happens when your computer's web browser tries to use old presentation files it stored in its temporary file cache from previous sessions instead of letting our servers provide the correct new files. Simply clear your temporary files from your browser, and re-open your presentation. Please click on "Fast Fix", and review step #3.
2. If you are connecting to the course through:
   • a company's network proxy server,
   • through a VPN to your office to the Internet,
   • a hotel Internet connection,
   • a "web-accelerated" dial-up connection, or
   • a "web-accelerated" mobile/wireless connection,

please realize that a proxy server might be configured to cache and serve Internet files from earlier sessions. This problem is beyond your control, and is also beyond our control. It is a problem with the connection configuration of your Internet service provider. Consequently, you may experience difficulties in getting up-to-date files that are necessary for viewing your course module. You can:

A.) Ask your network administrator to configure the proxy server to disable caching of any files from the website http://www.certifiedinfosec.com/ .

- OR -

B.) Connect to the campus using a different Internet connection that does not utilize a web-content caching server.

- OR -

C.) Eventually, the caching server should automatically expire the saved content, thus allowing new content to be requested and served. How long does this take? Only the administrator of the caching server knows for sure. Don't forget that the new content requested will then also be cached, which will potentially interfere with later sessions.

.	"Quiz loading aborted - data not found.   This quiz could not start because the quizmaker.xml data file is missing. Please contact your administrator.   Error: File [qti/quizmaker.xml] not found."

Don't worry. our servers are okay.

1. Do not use internet accelerators with this course! Internet accelerators cache content from previous course sessions, and will prevent the course from operating properly.
2. This interruption happens when your computer's web browser tries to use old presentation files it stored in its temporary file cache from previous sessions instead of letting our servers provide the correct new files. Simply clear your temprary files from youtr browser, and re-open your presentation. This can be remedied by following Fast-Fix step #3.
3. Are you connecting to the course through a company's network, a VPN to the office to the Internet, a hotel network, or a "web-accelerated" connection? If you are connecting to the course through a company's network proxy server, a VPN to your office to the Internet, a hotel internet connection, a "web-accelerated" dial-up connection, or a "web-accelerated" mobile/wireless connection, please realize that a proxy server might be configured to cache and serve internet files from earlier sessions. This problem is beyond your control, and is also beyond our control. It is a problem with the connection configuration of your internet service provider. Consequently, you may experience difficulties in getting up-to-date files that are necessary for viewing your course module. You can:

   A.) Ask your network administrator to configure the proxy server to disable caching of any files from the website  http://www.certifiedinfosec.com/.

   - OR -

   B.) Connect to the campus using a different Internet connection that does not utilize a web-content caching server.

   - OR -

   C.) Eventually, the caching server should automatically expire the saved content, thus allowing new content to be requested and served. How long does this take? Only the administrator of the caching server knows for sure. Don't forget that the new content requested will then also be cached, which will potentially interfere with later sessions.

My quiz results, completion status, and/or course position are not being recorded

While this is not common, this issue can happen for a variety of reasons:

1. Your web browser is blocking cookies from certifiedinfosec.com.
   
   • Solution: Enable cookies for certifiedinfosec.com.
2. As of version 9, Internet Explorer no longer processes Flash and Java 100% reliably since Microsoft no longer strictly follows the standardized conventions of HTML. This can cause intermittent problems with recording of course position and quiz scores.
   • Solutions: Update IE's Flash at http://www.adobe.com/software/flash/about/. User the Compatibility View" when viewing www.certifiedinfosec.com. Learn more at http://windows.microsoft.com/en-US/windows7/How-to-use-Compatibility-View-in-Internet-Explorer-9.
     
     • Alternatively, install the free and ever-reliable Firefox web browser: http://www.mozilla.org/. Be sure to update your new Firefox installation to support Java and Flash.
3. Apple Safari and Google Chrome may not always provide consistent and reliable results with our course.
   
   • Solution: Use Firefox or Internet Explorer per the new user guidance provided in this technical support section. The free Firefox web browser: http://www.mozilla.org/. Be sure to update your new Firefox installation to support Java and Flash.
4. Your internet connection might intermittently drop (un-beknownst to you) while viewing a course module or taking a quiz, which interrupts the technical "session" communication with our servers. This easily happens quite with wireless connections, even when the signal is strong. Even though the sessions has been interrupted, the course module or quiz will continue to function since the entire learning module was already pre-loaded into your browser's cache. Unfortunately, our system is unable to properly record your quiz completion score because the course module in your browser tries to send your quiz results back to a session ID that has already been terminated due to the connection interruption. Unfortunately, we are unable to remedy this problem from our end since this issue is with your internet connection.
   
   • Solution: Use a wired internet connection, or a more reliable wireless internet connection. Since Internet Service Providers (ISP's) are not always 100% reliable in some parts of the world, you may need to use a more reliable ISP connection.
5. This course is configured to maintain a "heartbeat" communication between your browser and our server so that any periods of inactivity will not result in loss of your current active session. However, this does not overcome the problem of your computer going into an inactive state, or sleep, after a period of inactivity on your computer, which might cause your computer to terminate its internet connection with our server. Once the active session is lost, progress cannot be recorded properly.
   
   • Solution: Complete your quiz and exit your course module before leaving your system for any lengthy period of time.
6. Your course module completion status for the CISA and CISM SuperReviews is judged against successful completion (passing score = 95%) of the domain-ending practice exams for each module. No "partial completion" is recorded. Previous results from lesson pre and post-quizzes are not recorded.
   
   • You can always skip past an pre or post-lesson quizes by toggling to the outline view from lower right-hand side of your screen, and simply selecting the position within the course that you would like to begin vewing from.
7. If you exit your session while in the midst of a quiz, your progress and position within the quiz are not recorded. When you restart the training module, you will be returned to the beginning of the same, but newly generated, quiz where you left off.
   
   • Solution: Finish your quiz and move on to the next slide before you leave, or simply manually navigate to any position you like when you return.

iPhone/iPad Incompatibility

The web-based training programs offered by Certified Information Security require your system to properly display Flash content. Apple's iPhone and iPad use a special "lite" operating system supporting a "lite" version of the Safari web browser that does not natively support viewing Flash content on any website, ours included. However, many iPhone and iPad users are now using an application available for purchase from the iTune App store called "Skyfire", which is successful in displaying Flash content on an iPad or iPhone. Please see http://www.skyfire.com/ for further details.

I am locked out of my course! What do I do?

The e-Learning Center is configured to prevent multiple simultaneous logins from separate web browsers or computers.If you attempt to log in to the e-Learning center while another session already exists with our server, your login will be blocked until the other session is logged out or expires from inactivity (up to 30 minutes). Please be sure to log our of the learning center when you are finished working on the system so that you will not inadvertently block yourself from logging in later from another computer.

Even if you forget to properly log out from the system before closing your browser, or if your browser crashes before you can log out, you should be able to log in again using the same browser on the same computer. However, this requires that cookies are enabled in your browser for certifiedinfosec.com, and that cookies are not deleted automatically when you close your browser.

Steps for enabling cookies for certifiedinfosec.com in Internet Explorer:

1. Open Internet Explorer by clicking the Start button , and then clicking Internet Explorer.

2. Click the Tools button, and then click Internet Options.

3. Click the Privacy tab, and then move the slider to a position between the top and bottom so you are not blocking or allowing all cookies.

4. Click Sites.

5. In the Address of website box, type certifiedinfosec.com, and then click Allow.

6. Move the slider back to the position it was originally in, and then click OK.