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We’ve compiled a list of our most Frequently Asked Questions, so you can find the answers you are looking for when you need them. If you do not see your question under the FAQ below, call our toll-free line at 1-800-465-3366 or email your question to us. We will try to respond in a prompt manner.

Click here to access our information on GHS.

 

Online Training FAQ's

Click on the question below to see the answer.

New Student Accounts

 

Existing Student Accounts

 

Browser/Computer Issues

 

Exam Issues

 

Certificate Issues

 

Facilitator/Administrator Accounts

New Student Accounts

 

I have not been registered, but when I try to create a profile, a message says I’m in the system already.
There are two possibilities: either you have an old account under your name, or there is someone from another company with the same name as you. If you believe you may have an old account already, you can contact your Administrator for assistance or call Danatec at 1-800-465-3366. To create a brand new account, you need to select a unique username such as firstname.lastname123.

If you are trying to create a profile with an enrollment key, this error occurs when someone with the exact name is already registered in the system. If you are a new student, click ‘No’ and a new account will be created for you.

 

My username and password has not been e-mailed to me.

Sometimes the "Welcome" emails go directly to the Junk Mail folder, so check that folder first. If an e-mail address was not entered (or had spelling errors) during the registration, the username and password could not be e-mailed. To obtain your username and password contact your administrator or Danatec at 1-800-465-3366.

 

Can I use the Bulk key more than once?

Every time you use the key your company is charged. If you have already taken this step you will be notified that your name is already in the system. The system will then email your username and password if an e-mail address was entered.

 

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Existing Student Accounts

 

My username/password doesn’t work or I can’t remember it.
Be sure you are typing in the username/password exactly as shown in the email you received. The format for your username and password are usually as follows:

Username: Firstname.Lastname (Joe.Smith)

Password: FirstnameNumber (Joe19)

If you do not have the email that was delivered to your inbox indicating your username and password, you may ask your company administrator or contact Danatec at 1-800-465-3366.

 

How do I change my password or personal information?
Select ‘Update Profile’ from the main menu. You may need to click the menu tab to un-hide the menu if you are studying a lesson. You cannot change your first name, last name, or username.

 

I think I am missing a course; it is not listed under ‘My Courses’.
Your Administrator, or whoever has ordered your on-line training, will have a record of all courses you were to be registered for. Please contact them.

 

My Administrator told me to add another course to my account, how do I do that?
Simply log in with your own username/password and click on ‘Start Your Training’. There is a box to enter the provided enrollment key, shown at the bottom of your course list. If you do not have an enrollment key, contact your Administrator or call Danatec at 1-800-465-3366.

 

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Browser/Computer Issues

 

What does my computer need to take your online courses?
To take our courses, we recommend using the latest version of your favorite browser (Internet Explorer, Mozilla Firefox or Google Chrome) on your PC or Mac computer. At this time, tablets and certain smartphones (including iPad, iPhone or Android OS) cannot access our training as they do not support Adobe Flash. You will also need to have the latest Adobe Flash Player. The course will auto detect if you do not have it and a link to the download will be provided. You will also need access to a printer, as your certificate can be printed upon successful course completion, and there are resource documents you may wish to print before you begin your course.

 

Can I do my online training on an iPad or iPhone?
No, our online training is Adobe Flash-based not currently supported by either the iPhone, iPad or Android OS devices. It will work, however, on other tablets supporting Adobe Flash.

 

Deleting Your Cache

Internet Explorer 9 or 10

  1. 1. Click on the gear wheel icon  in the top right corner and select Internet Options.

  2. 2. On the first tab (General), under the Browsing history section, click the Delete button.

  3. 3. Generally the first 4 or 5 boxes are automatically checked: Preserve Favorites website data, Temporary Internet files, Cookies and website data, History, and Download History. None of the other boxes need to be checked right now.

  4. 4. Click the Delete button. This may take several seconds or several minutes, depending on the last time your computer's cache was cleaned.

  5. 5. A pop-up confirmation message will appear at the bottom of your screen when the cache is clean. Click the grey "X" to close the message and click OK in the "Internet Options" box to close the cache cleaner.

  6. 6. Refresh your browser or click F5 to refresh.

 

Older versions of Internet Explorer

  1. 1. Click on the Tools menu at the top left area of your screen and select Internet Options.

  2. 2. On the first tab (General), under the Browsing history section, click the Delete button.

  3. 3. On the Temporary Internet Files section, click the Delete button and then click "Yes" to the confirmation to delete.This may take several seconds or several minutes, depending on the last time your computer's cache was cleaned.

  4. 4. Refresh your browser or click F5 to refresh.

 

Mozilla Firefox

  1. 1. At the top of the Firefox window, click on the Firefox button and then select Options

  2. 2. Select the Advanced panel.

  3. 3. Click on the Network tab.

  4. 4. In the Cached Web Content section, click Clear Now

  5. 5. Click OK to close the Options window. 

  6. 6. Refresh your browser or click F5 to refresh.

 

Google Chrome

  1. 1. Click the Chrome menu  on the browser toolbar.

  2. 2. Select Tools.

  3. 3. Select Clear browsing data.

  4. 4. In the dialog that appears, select the checkboxes for the types of information that you want to remove (minimum, choose Empty the cache).

  5. 5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.

  6. 6. Click Clear browsing data.

  7. 7. Refresh your browser or click F5 to refresh.

 

I don’t see my course the screen is blank

  • Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone.  Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.

  • Do you have the latest version of Adobe Flash Player installed? If not, please click here to download: get.adobe.com/flashplayer/

Your browser security could be blocking the course player. First do a cache clean, then watch for these security messages:

  • Internet Explorer 10 - Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”.

  • In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.

  • Mozilla Firefox– This shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.

  • Google Chrome - This shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.

 

It is taking a long time to load the course OR My screen is stuck on Loading.
Each Chapter is loaded completely before you begin a lesson, and if you have a dial-up connection this will take longer than if you have a high-speed connection. You may have to delete your cache, and should close all other application or programs that are opened.

 

The web page won’t come up, it just says ‘Page not found’.

Close all Internet browsers (Internet Explorer) and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favorites list. You may also need to delete your cache.

 

How to Add a Web Site to the List of Trusted or Restricted Sites

Internet Explorer 10 sets up the Trusted Zone with a low security level to make it easier for you to do such things as download software without prompting. Add a site to this zone only if you trust that it would never cause harm to your computer. On the other hand, the Restricted zone imposes the highest security level for sites you deem untrustworthy; when you visit these sites, Internet Explorer 10 will prompt you at every turn.

1. Go the Web site you want to add to a zone.

2. Highlight the Website address, right-click and press Copy. This saves you from having to type it later.

3. On the Internet Explorer 10 Tools menu, click Internet Options.

4. Click the Security tab, and then click the security zone where you want to add the site: Local intranet, Trusted sites, or Restricted sites. Because all sites are by default already in the Internet zone, you cannot add Web sites to it.

5. Click the Sites button.

6. In the Add this Web site to the zone box, press CTRL+V to paste in the Web address. See step 6 in the image below.

7. Click the Add button.Note: If Internet Explorer 6 asks for confirmation, you may be trying to add a site that is not secure. Internet Explorer 10 will accept only sites to the Trusted list that make a secure connection-for example, secure banking or shopping sites. To identify such a site, look for https:// in the Web address.
If you want to add an unsecured Web site (for example, a site that does not have https:// in the Web address), click to remove the check in the Require server verification box. Be careful! Only do this for Web sites whose content you trust 100 percent.

8. If you want to add more sites to this zone now, you can go back to step 6 and type any additional Web addresses into the Add this Web site to the zone box, and then click the Add button.

9. Click OK twice.

 

How to disable the firewall on Windows 7

  • Click on the Start Menu, in the bottom right corner of your screen

  • Right-click on My Network Places

  • Select Properties

  • Double click Local Network Connection or Modem

  • Click Advanced

  • Uncheck Internet Connection Firewall

 

To change Pop-up Blocker settings

-Open Internet Explorer.
-On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.

Turn off the Internet Explorer Pop-up Blocker

Pop-up Blockers are typically turned on in Internet Explorer and set to the medium setting, which means it will block most automatic pop-ups. The default settings for the pop-up blocker allow you to see pop-ups that are opened when you click a link or button on a Web site. Pop-up Blocker will also play a sound and show the Information Bar when a pop-up is blocked. You can adjust these settings so that Pop-up Blocker works the way you want it to.

 

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Exam Issues

 

How do I know if I passed my exam? Almost all of our exams have a minimum pass grade of 80%; the TDG Class 7A and 7B courses require 100% on the final exam. 

 

What happens if I fail one of the Chapter Quizzes, or the Final Exam?

You can continue with the course, even if you fail a Chapter Quiz. If you wish to re-take that quiz, open the Menu (blue tab on the left) and click on that Quiz again. If you fail the Final Exam you will be automatically required to take it again. Minimum required grade is 80%.

 

Can’t I just do the final exam to get my certificate?

The course is designed to be fully completed before a certificate can be printed, to ensure that the student has adequately reviewed the material. There is no option to only complete a final exam.

 

I don’t have time to finish my course today, can I just leave?

Yes, your progress is marked by green checkmarks on your Course Outline. To leave the course click ‘Log Out’. When you return to the course you will see the green checkmarks, and can begin with the last lesson checked off.

 

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Certificate Issues

 

How do I print my certificate?

To print certificates, go to your Exam Centre by clicking on "Your Account" in the navigation bar. Then click on "View and Print Certificates". Any issued documents will have a green download arrow next to them; click on the arrow to begin the download.

 

My name or the Company Name is misspelled on my certificate; how can I change it?

You will need to call us at 1-800-465-3366 to make those types of changes. We will also need to update your certificate in our system.

 

I have finished my course, but my status is showing, as ‘Partially Completed’ and I can’t print my certificate.

If you have completed the course with at least the minimum required exam grade, click on ‘My Certificates’, and then choose your course. If there is no certificate listed then your course has not been completed. Check your Course Outline for any missing green checkmarks

 

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Facilitator/Administrator Accounts

 

How do I create a new user account and grant a course to them?

If you have already purchased the credits through your Facilitator login, please follow these steps:

Step 1.  Click the "Distribute Courses" button on your Home page.

Step 2.  If this is your first time in the Corporate Facilitator area, you'll need to create user accounts for your employees.  To proceed, select "I need to CREATE my user(s)".

Step 3.  Complete the required sign up information for each of your employees.  The recommended protocol for creating Usernames is firstname.lastname (i.e. john.smith). You will see a message if the username is already in use by another person; simply add some numbers to make it unique (i.e. john.smith123).  The password must be at least 4 characters in length; it is fine to use the same password for all your employees.  

Step 4.  If you have entered a valid email address for your employees, check the "Send Welcome" email box at the bottom of the screen.  This will trigger an automatic email with username and password information to each of your employees. You can certainly use your own email address for your employees; you will receive their "Welcome" emails and can then forward them or print them off as needed.

Step 5. NOTE: If you are adding less than 5 users be sure to delete the empty lines by clicking on the "X" at the far right side of each line. If you need to enter more than 5 users you can cl