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Cybersecurity Training Troubleshooting Guide

Questions

Cyber Awareness Challenge Training

  1. What are the system requirements for Cyber Awareness Challenge 2019?
  2. What are my options for accessing and completing this course?
  3. I have completed the Cyber Awareness Challenge training, but I am not able to print out a completion certificate.
  4. I launched the Cyber Awareness Challenge training and it is taking forever to load.
  5. I am unable to continue my training from where I left off. What can I do?
  6. What do I do if I have tried all of these steps, and I am still having issues with the training?
  7. How does the Cyber Awareness Challenge training meet Section 508 accessibility requirements?

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 2019?

Answer: The technologies listed below, including operating systems and browsers, represent what the current course was built to and tested against. Upward compatibility is assumed, however, not guaranteed. Courseware solutions integrate many technologies and software from different vendors over which we do not have control.


  • Operating Systems (Windows): Microsoft Windows 7 and 10
  • Operating Systems (Mac): macOS 10.13 High Sierra
  • Operating Systems (Linux): Red Hat Enterprise Linux 7.5

  • Internet Browsers (Windows): Internet Explorer 11, Mozilla Firefox 61, Google Chrome 67, and Microsoft Edge 42
  • Internet Browsers (Mac): Mozilla Firefox 61, Safari 11
  • Internet Browsers (Linux): Mozilla Firefox 52.8.0

  • Mobile environments (Apple iPad Air 2): iOS 11.4, Safari 11, and Google Chrome 62
  • Mobile environments (Samsung Galaxy Tab S2): Android 7 and Google Chrome 64
  • Mobile environments (Surface pro i7 Model 1796): Windows 10, Internet Explorer 11, Mozilla Firefox 61, Google Chrome 67, and Microsoft Edge 42

  • PDF Viewer: Adobe Acrobat Reader 10.0

  • Javascript enabled

  • Cookies enabled

  • CPU: 2 GHz

  • RAM:4 GB

  • Minimum 1024 x 768 resolution with 32-bit color

  • Speakers or headphones required

  • Accessibility Software: JAWS 2018

2. What are my options for accessing and completing this course?

Answer:

  • Online via IASE: Click Here

  • Download for burning to CD/DVD download: Click Here

  • Windows 7:

    1. Download .zip file
    2. Navigate to the .zip file and right-click it
    3. On the pop-up menu, roll over “Open with”, and then select “Windows Explorer”
    4. Create new folder on your desktop or another location
    5. Highlight all files/folders inside the .zip and drag them to your newly created folder
    6. Burn contents of newly created folder to DVD/CD (if desired)
    7. Open “disa_cac_2019.exe”

    Windows 10:

    1. Download .zip file
    2. Navigate to the .zip file and right-click it
    3. On the pop-up menu, select “Extract All…”
    4. In pop-up window set where files will be extracted and click “Extract” button
    5. Burn contents of newly created folder to DVD/CD (if desired)
    6. Open “disa_cac_2019.exe”

    Mac OS 10.3 High Sierra:

    1. Download .zip file
    2. Double-click the .zip file
    3. Burn contents of newly created folder to DVD/CD (if desired)
    4. Open “disa_cac_2019”

    Red Hat Enterprise Linux 7.5:

    1. Download .zip file
    2. Navigate to the .zip file and right-click it
    3. On the pop-up menu select “Open With Archive Manager”
    4. Create new folder on your desktop or another location
    5. Highlight all files/folders inside the .zip and drag them to your newly created folder
    6. Burn contents of newly created folder to DVD/CD (if desired)
    7. Right-click “disa_cac_2019”
    8. In pop-up menu, select “Properties”
    9. Select the “Permissions” tab
    10. Ensure checkbox next to “Allow executing file as program” is checked
    11. Close “Properties” window
    12. Open “disa_cac_2019.desktop”
    13. If you receive an “Untrusted application launcher” message, select “Trust and Launch”
  • WBT download: Click Here
  • This download is intended for organizations wishing to install and run the course from their own Web Server versus other available options. In some cases, it may result in better performance running the course from a local system instead of from an external network.

  • SCORM 2004 download for Learning Management System (LMS): Click Here
  • This PKI protected download is for LMS personnel, not a typical course user, and includes the following download options:

    1. DoD Employees (With Certificate of completion)
    2. DoD Employees (Without Certificate of completion)
    3. Intelligence Community (With Certificate of completion)
    4. Intelligence Community (Without Certificate of completion)
  • Order a DVD via postal mail: If other options to take the course (i.e., IASE, your local Learning Management System (LMS), or WBT on your local system) are not effective, you may request a DVD to be mailed to you. This is not the preferred option. However, if you determine the need for a DVD, click the hyperlink at the end of this paragragh to access an email template. Provide all details in the email template, to include a detailed justification for requesting a DVD. Digitally sign and send the email to the address provided within the template. It may take up to 10 business days to process your order.

    Click here

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

Answer:

  • Cyber Awareness Challenge 2019 is enabled to allow the user to save their certificate on their local system or network. At the conclusion of the course, when presented with the Certificate of Completion, enter your name and click “Save Certificate”. You will then be able to save the certificate as a Portable Document Format (PDF). To do this, a PDF viewer is required to be installed on the user’s machine.
  • You MUST save your certificate when prompted. If you do not save the certificate on the screen when prompted to, you may need to re-take the course. The policy for being provided a certificate after unsuccessfully saving or printing a certificate vary based on the website you are taking the course from. For helpdesk assistance, click here.

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

Answer:

There are many possible causes of this experience. Consider closing non-essential applications if problems are encountered, closing and restarting your browser, or choosing a different browser to take the course.

One possible solution to consider is when launching the Cyber Awareness Challenge, the 2019 version offers an option to select playing the course with high quality videos, where a high-speed Internet connection is available. Another option available is to choose videos optimized for low-bandwidth conditions. Choosing the low-bandwidth option may resolve the issue.

If this does not resolve your issue, please see alternative options available to take the course: Click here

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

Answer: When a user attempts Cyber Awareness Challenge 2019 for the first time, the launch page will offer a single option to “Start New Session”. The other option displayed, “Continue Existing Session”, will initially be grayed out and unavailable for selection. When a user starts the course with a supported and properly configured system and browser, a session cookie is placed on the user’s computer. This session cookie will track the individual’s progress through the course and allow pausing and returning to the course at the same location at a later time as long as the cookie is not deleted. When this option is chosen, the user will be able to select “Continue Existing Session”. Keep in mind some systems are configured to delete cookies when the browser is closed or for other reasons. If the cookie is deleted, the user will have to retake the course from the beginning.

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

Answer: Verify the website address where you are taking the training from and then click the applicable website below:

7. How does the Cyber Awareness Challenge training meet Section 508 accessibility requirements?

Answer: Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. § 794d) requires Federal departments and agencies to provide people with disabilities equal access to Federal electronic and information technology. The Information and Communications Technology (ICT) Final Standards and Guidelines (36 CFR Parts 1193 and 1194), effective as of 18 January 2018, addresses accessibility requirements covered by Section 508. The functional performance criteria (36 CFR Part 1194, Appendix C) require that information and communication technology provide

At least one mode of operation for individuals who have:

  • Sight impairment, including no vision, limited vision, and no perception of color (302.1-3)
  • Hearing impairment, including no hearing and limited hearing (302.4-5)
  • Speech impairment, including no speech (302.6)
  • Mobility impairment, including limited manipulation and limited reach and strength (302.7-8)
  • Features that make use simpler and easier for individuals with limited cognitive, language, and learning abilities (302.9)

DISA is proud to offer online training that is accessible to everyone, including individuals with disabilities. DISA tested this course for conformance with Level A and Level AA success criteria defined by the Web Content Accessibility Guidelines (WCAG) 2.0 (36 CFR Part 1194, Appendix A, E205.4), as well as compatibility with the popular screen reader JAWS. This course also offers several additional functions that offer alternative access to onscreen content.

All onscreen controls can be accessed without a mouse. To navigate the course without a mouse, use the Tab key on your keyboard to cycle through the interactive controls. If you are using a screen reader, you can read through all of the content, including interactive buttons, using the arrow keys. To activate a user control, use the space bar or the Enter key.

Audio descriptions of video and animated elements on screen are integrated into the main audio track where the narration is not otherwise sufficient to describe them. To access audio descriptions, select the AD button on the toolbar.

Audio can be read either through synchronized closed captioning or through a transcript of all the audio on a screen, contained within a pop-up browser window. To turn on closed captioning, select the CC button on the toolbar. To access a transcript of the current screen’s audio, select the Transcript button on the toolbar.

Speech is not required for this course.

This course offers flexibility to suit individual learning needs and styles. The course communicates information via auditory, visual, and written means. The course’s accessibility functions may also be used to transform auditory communication into written communication via closed captioning or the transcript, and to transform visual communication into auditory communication via the audio descriptions and/or a screen reader. In addition, the course is self-paced, allowing the opportunity to pause, review, and repeat information for as long as necessary to ensure understanding.

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".

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Online Training