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| FREQUENTLY
ASKED QUESTIONS (FAQ) |
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MOST
COMMONLY ASKED QUESTIONS |
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| Q: |
What do I enter for the HLS Course ID? |
| A: |
The HLS Course ID is defined by Hawkes Learning Systems to
uniquely identify your instructor's online grade book. The HLS
Course ID is NOT your access code, license number, or section
number. Please review the course materials provided by your
instructor at the beginning of class to obtain your school's
Course ID. If you are unable to contact your instructor we can
provide it to you if you e-mail or call us. |
| Q: |
After entering my access code I receive the following error:
Unable to access the Hawkes Learning Systems website. Verify
that your computer is connected to the internet, that a software
firewall has not blocked internet access to the HLS courseware,
and that you have entered a valid Course ID and try again. |
| A: |
a) Internet Access: Connect to the Internet prior
to starting the HLS courseware. It checks to see if there
is an internet connection then enables or disables certain
features if an internet connection is not present.
b) Firewall: Both Norton (Symantec) and McAfee firewalls
are preconfigured to automatically block access to unknown
programs that attempt to access the internet. Review the how-to
document to configure
your firewall.
c) HLS Course ID: The HLS Course ID is defined by
Hawkes Learning Systems to uniquely identify your instructor's
online grade book. The HLS Course ID is NOT your access code,
license number, or section number. Please review the course
materials provided by your instructor at the beginning of
class to obtain your school's HLS Course ID. If you are unable
to contact your instructor we can provide it to you. |
| Q: |
I receive an error 438 or error 711. The error description mentions something about Flash
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| A: |
Adobe Flash Player is widely used by web browsers when
displaying content from the Internet. It is also used by the Hawkes software.
Your computer likely has more than one version installed. To uninstall and reinstall the Adobe Flash Player please logon to your computer using an account that has Administrator
privileges and run the Flash
Player Reinstaller program
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| Q: |
I receive an error 429: "ActiveX control cannot be registered" |
| A: |
Some of the files needed to run the software must be registered using a registration utlity. Open My Computer and browse to Program Files > Hawkes Learning
Systems > [YourProductNameHere] > Common. Locate the RegUtil.exe program (looks like a printer cable). Run it, clicking Next, Next, Next, and Finish. The problem should be resolved. |
| Q: |
I lost the certification codes for several lessons that I completed.
Is there any way of getting them back without redoing the lessons? |
| A: |
For students who certify on a home computer, the certification
information for each lesson is stored in the following folder:
My Documents\Hawkes Learning Systems\YourProductName\Reports\SavFiles.
To register these certificates into the grade book, logon to
the courseware as usual. Go to your Progress Report and choose
the Submit Certificates option. Browse to the folder above and
select the certificate to be uploaded. |
| Q: |
I am enrolled under the wrong instructor or section. How can
I fix this? |
| A: |
Log on to your Progress Report and click the Transfer button.
From the page that appears you can select your correct instructor
and section. Certificates that are created outside the Start/End
date range of the section you are transferring into will not
be transferred into the new instructor's section. |
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Step
6: Completing Lessons or WebTests |
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| Q: |
I received a runtime error. What do I do? |
| A: |
a. Be sure you are using the latest version of the courseware.
The latest versions of all of our software titles are available
on the Downloads
page.
b. Is there a button called "Report Error" on the error
window? If so, click that button and follow the steps.
Emailing the error report to us will help us to provide you
the fastest response.
c. For all other errors. Send us a support
request form with the exact error number and error description.
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| Q: |
I answered a question correctly but it was marked wrong. |
| A: |
Review the solution to the question to determine whether or
not you solved the problem correctly. If so, then verify that
you are using the latest version of the courseware (choose About
from the Help menu.) If there is still a problem, please send
a screenshot that displays the question, your response, and
the expected answer. If you discovered an unreported error you
will be entitled to a $10 finder's fee.
To send a screenshot:
a. Press the PrtScr button (usually near the F12 key on the
keyboard). This captures the current screen to the clipboard.
b. Open Microsoft Word or other document editor.
c. From the Edit menu choose Paste.
d. Save the document to the Desktop or other convenient location
e. Attach the screenshot to an email and send it to support@hawkeslearning.com.
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| Q: |
When I opened a lesson I was prompted to enter a CD. I clicked
on “Disable” to disable the narration. How do I
re-enable narration? |
| A: |
From the Table of Contents screen click on Tools / Advanced
Configuration. When prompted if you want to view the Advanced
Configuration, click Yes. Place a check mark next to the option
called “Enable Narration”. Click Save and click
Close. You will then be prompted for the CD when you enter a
lesson. |
| Q: |
I have Narration enabled; however no sound plays when I start
a lesson. Why? |
| A: |
If you have more than one CD-ROM drive, place the CD into
the other drive. The software looks to the primary CD-ROM drive
for the narration files. In addition, if you have two CDs be
sure you have the correct CD in the CD-ROM drive. |
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Step
7: Submitting Lesson Certificates into the Grade Book |
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| Q: |
What is a certification code? |
| A: |
A certification code is a record that you completed a lesson.
After correctly answering the required number of questions in
Certify mode, you will be presented with a certification code.
This certification code is unique to you for that lesson. It
shows the instructor that you have successfully mastered the
topic in which you certified. |
| Q: |
I wasn't online when I completed several lessons. How can I
get my certificates into my instructor's grade book? |
| A: |
1. Connect to the internet (if you are using high-speed, you
are already connected)
2. Start the Hawkes courseware
3. Logon with your access code as usual
4. From the chapters/lessons screen, choose the Submit Certificates
option from the Tools menu.
5. You will be notified when the certificates have been uploaded. |
| Q: |
I lost the certification codes for several lessons that I completed.
Is there any way of getting them back without redoing the lessons? |
| A: |
For students who certify on a home computer, the certification
information for each lesson is stored in the following folder:
My Documents\Hawkes Learning Systems\YourProductName\Reports\SavFiles.
To register these certificates into the grade book, logon to
the courseware as usual. Go to your Progress Report and choose
the Submit Certificates option. Browse to the folder above and
select the certificate to be uploaded. |
| Q: |
How do I reprint a certificate? |
| A: |
In order to reprint a certificate, the student must have previously
saved the lesson certificate (the .SAV file for the lesson).
From the Table of Contents screen or from within a lesson, click
on File / Print Certificate. Select the lesson to print and
then browse to the location of the .SAV file. On home computers,
backup copies of the .SAV files are stored in the Reports folder
where the courseware was installed. |
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Step
8: Reviewing the Online Progress Report |
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| Q: |
I am enrolled under the wrong instructor or section. How can
I fix this? |
| A: |
Log on to your Progress Report and click the Transfer button.
From the page that appears you can select your correct instructor
and section. Certificates that are created outside the Start/End
date range of the section you are transferring into will not
be transferred into the new instructor's section. |
| Q: |
I installed the Hawkes Learning Systems courseware on my computer
at home and certified in several lessons. How do I register
these certificates into my instructor’s grade book? |
| A: |
If you have internet access, you should receive a message
that says your certificate has been submitted in your instructor’s
gradebook. You are now done with that assignment!
If you do not have internet access, you will need to manually
submit your certification code on the internet to get credit
for your assignment in your instructor’s gradebook. To
do this:
- go to your Progress Report Web page and log in using your
access code
- click the Submit Certificate(s) link
- select the Lesson Name from the drop down list. Load from
disk or type in your certification code and click OK. Your certification
code is now submitted!
- perform these steps for each certificate. |
| Q: |
I saved my certificate file and need to print it so my instructor
knows that I've done my work. When I open the file it does not
display my certificate. |
| A: |
In almost all cases your instructor uses the online grade
book, so you don't need to print the certificate. Instead,
submit your certificate directly into your instructor's grade
book. Here's how:
a. Open your Progress Report and choose Submit Certificates.
b. Click on the Load from File tab
c. Click Browse, locate the certificate (*.SAV file) and click
Open.
d. Click Submit Certificate.
If your instructor truly wants a printed copy of the certificate,
open the HLS Courseware, choose Print Certificate from the
File menu. Browse to the location of the certificate (*.SAV
file) and click Open. The certificate will display. Click
Print. |
| Q: |
I didn't save my certificate to a file and my instructor won't
allow me to type the certificate from the Progress Report. How
can I get credit for my work? |
| A: |
Backup copies of all completed certificates (*.SAV files)
are located on your computer in the following folder:My Documents\\Hawkes Learning Systems\YourProductName\Reports\SAVFiles.
Open your Progress Report, click Submit Certificates, and click
the Load from File tab. Browse to the folder mentioned above
and choose the lesson to be submitted. Click the Submit Certificate
button to register all of the certificates. |
| Q: |
While trying to register a lesson certificate I am prompted
that the certification code is invalid. Why? |
| A: |
Verify that the lesson name you selected matches the lesson
that you certified in. If you are manually typing your lesson
certification code, verify that the letter “I” (eye)
is not mistaken for the number “1” (one), and that
the letter “Z” (zee) is not mistaken for the number
“2” (two). It is recommended to register your certifications
using the Register from .SAV File option to eliminate typing
errors. |
| Q: |
Even though I have registered several lesson certificates, my
grade doesn’t change. |
| A: |
If your instructor accidentally assigned each lesson to be
worth zero points, then your grade will remain 100% regardless
of how many lesson certifications you have registered. Contact
your instructor so a point or percentage value can be added
to the lessons. |
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