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Cybersecurity Training Troubleshooting Guide

Questions

Cyber Awareness Challenge Training

  1. What are the system requirements for Cyber Awareness Challenge Training?
  2. I have completed the Cyber Awareness Challenge training, but I am not able to print out a completion certificate.
  3. I launched the Cyber Awareness Challenge training and it is taking forever to load.
  4. I was able to launch the Cyber Awareness Challenge training and went through part of it. But when I clicked on a task in the training, it got to a percentage and the wheel kept spinning there; nothing seemed to be loading.
  5. I am unable to use the WBT download file locally from my machine. What do I do?
  6. How do I configure Internet Explorer compatibility settings, if I am experiencing issues with the course?
  7. I am unable to continue my training from where I left off. What can I do?
  8. What do I do if I have tried all of these steps, and I am still having issues with the training?

Other Training Product

  1. After I click on the link to launch the training, I received a black screen and nothing happens.
  2. I have completed the online training; but I cannot print out a completion certificate.
  3. I have tried everything and still cannot complete the training and obtain a completion certificate.

 

Answers

Cyber Awareness Challenge Training

1. What are the system requirements for Cyber Awareness Challenge Training?

Answer:

  1. Operating Systems: Windows 7, Windows 10
  2. Internet Browsers: Internet Explorer 11, Mozilla Firefox 54, Google Chrome 59
  3. Media Plugins: Adobe Flash Player 22.0.0
  4. Javascript enabled
  5. Cookies enabled
  6. Accessibility Software: JAWS 16
  7. Note: This course is designed and tested to run on systems with the minimum certified system configuration stated above. Upward compatibility is assumed, however, not guaranteed​. Courseware solutions integrate many technologies and software from different vendors over which we do not have control.

2. I have completed the Cyber Awareness Challenge training, but I am not able to print out a completion certificate.

Answer: Cyber Awareness Challenge 2018 is enabled with a certificate download feature to allow for saving locally versus printing-only. Use a PDF Viewer program to view, and if desired, print a copy of the certificate. If you are unable to perform the instructions found in this guide or you are taking the training from a source other than IASE, please contact your local information technology (IT) support.

3. I launched the Cyber Awareness Challenge training and it is taking forever to load.

Answer: If the training is taking a long time to load and the spinning wheel is approaching 100%, press F5 to refresh your browser. If this does not resolve the issue, then close any programs you may have running that are resource-intensive or require high bandwidth and press F5 again. If pressing F5 and closing other programs does not help, you may be experiencing the "Trusted Path" issue. To fix this issue, perform the following or visit the step-by-step instruction with screen captures:

  1. Ensure your computer is connected to the Internet. You only need this Internet connection once to establish the "Trusted Path". (Please check that you are running Adobe Flash Player version 22 or later.)
  2. Attempt to launch the training product once more.
  3. When the "Black or Blank Screen" appears after the launch of the training, right click on the screen and select 'Global Settings...'.
  4. The Flash Player Settings Manager pop-up will appear, click on 'Advanced' tab.
  5. Scroll down and select the "Trusted Location Settings" button.
  6. Click on "Add", then "Add Folder", then "Browse for Folder", browse to find the drive that has your Program Files, select your Adobe Flash Player application. If you cannot find the Adobe Flash Player application, select the "C:\Program Files" folder and click OK.(There may be two “Program Files.” Select both. If using a CD ROM or DVD ROM drive, add your CD/DVD ROM drive as well, for example D:\).
  7. Press the confirm button, and back out of the "Flash Player Settings Manager" dialogue box.
  8. Restart the training course.

4. I was able to launch the Cyber Awareness Challenge training and went through part of it; but, when I clicked on a task in the training, the loading screen reached a percentage. The wheel kept spinning, but nothing seemed to be loading.

Answer: Ensure your system meets all System Requirements. A loading delay may be due to a low bandwidth issue loss of internet connectivity. Begin by confirming that you have internet connectivity. If you can successfully access other websites, select exit at the top right of the module and click “Start/Continue Cyber Awareness Challenge” to continue from your previous location. If you continue to have issues running the training, consider attempting to complete the training during non-peak hours or try on a different network. If you still encounter issues, and you are taking courses from a source other than IASE, please contact your local information technology (IT) support.

5. I am unable to use the WBT download file locally from my machine. What do I do?

Answer:

  1. Close your internet browsers
  2. Go to your Control Panel
  3. Click Flash Player
  4. Click the Advanced Tab
  5. Click Trusted Location Settings
  6. Click Add
  7. Website Domain: C:\
  8. Click Confirm
  9. Re-launch the training from the WBT file

6. How do I configure Internet Explorer compatibility settings, if I am experiencing issues with the course?

Answer: From your Internet Explorer (IE) 9, 10 and 11 browsers, click on Tools; select Compatibility View Setting; then add (or the source of your training).

7. I am unable to continue my training from where I left off. What can I do?

Answer: If you select start/continue on the launch page and notice that you are forced to start from the beginning after completing part of the training, your browser deleted the session cookie after being closed or your browser blocks cookies from our website. Unfortunately, you will have to start the session from beginning. We are unable to restore local browser sessions.

8. What do I do if I have tried all of these steps, and I am still having issues with the training?

Answer:

  1. If you are taking the training from another website or Learning Management System (LMS), please contact your local information technology (IT) support.
  2. If you are taking the training from https://iatraining.disa.mil/eta/disa_cac2018/launchPage.htm, contact the IASE Helpdesk.

Other Training Products

1. After I click on the link to launch the training, I received a black or blank screen and nothing happens.

Answer: If you see a black or blank screen as soon as you launch the courseware, this is probably an indication that your Adobe Flash Player global security settings do not allow use of Flash objects from the training. In other words, a "Trusted Path" has not been established between the source of the Flash Player objects of our training and your computer's browser being used to present the training. To fix this issue, perform the following or visit the step-by-step instruction with screen captures:

  1. Ensure your computer is connected to the Internet. You only need this Internet connection once to establish the "Trusted Path". (Please check that you are running Adobe Flash Player version 22 or later.)
  2. Attempt to launch the training product once more.
  3. When the "black or blank screen" appears, right click on the screen, and select 'Global Settings...'.
  4. The Flash Player Settings Manager pop-up will appear, click on 'Advanced' tab.
  5. Scroll down and select the "Trusted Location Settings" button.
  6. Click on "Add", then "Add Folder", then "Browse for Folder", browse to find the drive that has your Program Files, select your Adobe Flash Player application. If you cannot find the Adobe Flash Player application, select the "C:\Program Files" folder and click OK.(There may be two “Program Files.” Select both. If using a CD ROM or DVD ROM drive, add your CD/DVD ROM drive as well, for example D:\).
  7. Press the confirm button, and back out of the "Flash Player Settings Manager" dialogue box.
  8. Restart the training course.

2. I have completed the online training; but I cannot print out a completion certificate.

Answer: Some of the training products require you to review all the screen and pop-ups in order to receive the completion certificate. When the information on each screen is reviewed completely, you will have the arrow circled or flashing forward arrow indication to go to the next screen.

If you are still not able to print a completion certificate after reviewing all the screens and pop-ups, make sure your cookies settings is configured correctly by performing the following steps:

  1. From your Internet Explorer (IE) browser, click on Tools; then Internet Options.
  2. Click on the Privacy tab.
  3. Click on the Advanced button.
  4. On the Advanced Privacy Settings pop up, make sure "Accept" is selected under First-party Cookies; and that "Always allow session cookies" is checked
  5. Adjust Compatibility View Settings
  6. If you are not permitted to make these option changes, contact your local information technology (IT) support

3. I have tried everything and still cannot complete the online training and obtain a completion certificate.

Answer: If you are not able to complete the training online and obtain a completion certificate, you may order the training in CD format to take locally. Fill out the request form with the pertinent information and submit it according to the instructions on top of the form. The CDs will then be mailed to you free of charge for all United States (and APO/FPO) postal addresses.

However, if you encounter problems completing the training from the CD, make sure you have the latest version of Adobe Flash installed (version 22 or later). To check your version of Adobe Flash, launch the training and right click on the training window. The adobe.com page will appear and the version of Adobe Flash Player you have installed will appear on the popup page.

Please note that if you receive the black or blank screen when the training is launched, refer to FAQ item "Trusted Path".

Online Training