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This page is designed to help troubleshoot technical problems you may be having. If you are experiencing technical problems, please first look through the list, below, before contacting us. If your problem has not been addressed in the list, feel free to send us an e-mail. We will try to respond within one business day.
General Issues:
  1. "I am having lots of technical problems with the website. Some links don't work; some pages are blank; I get an error message when I try to go to the discussion; etc."
  2. "I'm using Internet Explorer on an Apple computer and there are lots of problems with the website."
  3. "When I try to play video, nothing happens."
  4. "When I try to play video, I see the picture but I don't hear anything."
  5. "My computer keeps freezing on me."
  6. "I clicked on the big window behind the smaller window, and now I can not find the page I'm looking for."
  7. "I still can't figure it out. I need help!"

    1. "I am having lots of technical problems with the course. Some links don't work; some pages are blank; I get an error message when I try to go to the discussion; etc."

      The most likely reason you are experiencing multiple problems is due to an old version of your Web Browser (Internet Explorer or Netscape Navigator). For this course, we recommend you use the most recent version of Internet Explorer. To download and install Internet Explorer, click here. If you are having problems with the download and install, or, the original problems persist after you have successfully installed a current browser, contact John Englander at John_Englander@facing.org or (781) 674-2084.


    2. "I'm using Internet Explorer on an Apple computer and there are lots of problems with the website."

      Internet explorer 5.2.x on Apple computers was the last version produced. Microsoft is no longer supporting Internet Explorer on Apples. We recommend that if you are using an Apple computer, switch to the Firefox or Safari web browser.


    3. "When I try to play video, nothing happens."

      There are several possibilities as to why this is occuring. First, it is possible that you do not have QuickTime downloaded. QuickTime is the application that works with your PC or Mac-based Web browser and enables you to view video clips for this course. In addition, you may have an older version of QuickTime that is no longer compatible with our video clips. Either way, you will need to go to http://www.apple.com/quicktime/download/ and follow the instructions for downloading and installing QuickTime. For detailed instructions on HOW TO DOWNLOAD AND INSTALL QUICKTIME ON YOUR PC, CLICK HERE. (Mac-user instructions to come.)

      A second possibility is that your computer does not have a video card. If this is the case, you will be unable to view any video. If you have never viewed video on your computer, you may want to ask a computer administrator, or "tech-savvy" friend whether you have a video card. If you end up installing a video card, you will then need to download and install the QuickTime plugin. *By the way, if your computer does not have a video card, it may also not have a sound card!

      A third possibility is that you are trying to view the video over a low-speed internet connection (such as a 56K modem). The video in this course can be viewed only with a high bandwidth connection, such as a DSL line, Cable Modem, or T1 connection.

      Finally, if you are unable to view video, it may be that your computer does not have enough RAM (technical word for "memory"), or you have other applications open (for example, Microsoft Word) at the same time, so not enough RAM is available to run video. You should always first close all other applications before entering the website. Contact a computer technician in your area if you need to increase the amount of RAM in your computer.


    4. "When I try to play video, I see the picture but I don't hear anything."

      This audio problem may mean that you do not have a sound card installed in your computer. If you have never heard sounds from your computer, you may want to ask a computer administrator, or "tech-savvy" friend whether you have a sound card.

      The problem might also be that you have no speakers (either built in to your computer, or plugged in externally). If you have a pair of headphones, you can plug them into the headphone jack. Or, you can purchase speakers (relatively inexpensive).

      Finally, the problem may be that your volume controls have been set to "mute," or "low." Simply go to your computer's sound controls and un-check "mute" or increase the volume.


    5. "My computer keeps freezing on me."

      A computer may freeze for many reasons. Here are a few possibilities:

      It may be that you have other applications open (for example, Microsoft Word) at the same time. You should always close all applications before entering the website.

      It may be that you do not have a current version of Internet Explorer or Netscape Navigator. This course requires a current version of either of those two Web browsers.

      It may be that you are attempting to view this course using an unsupported Web browser. This course has been built to work with the current versions of Microsoft Internet Explorer or Netscape Navigator. No other browsers are currently being supported.

      Another possibility is that your computer does not have enough RAM (technical word for "memory"). Contact a computer technician in your area if you need to increase the amount of RAM in your computer.


    6. "I clicked on the big window behind the smaller window, and now I can not find the page I'm looking for."

      This course was built to be viewed on a screen resolution of 800 X 600. The scre en resolution your computer is set to may be larger than 800 X 600, and therefore you are seeing the course windows "underneath" other windows which popped up in front. When you clicked on the "underneath" window, by mistake, the content window "disappeared." In fact, that window has not been closed; it is now stacked "underneath" the bigger screen.

      There are two (simple) solutions. Either you can hold down the "Alt" key, and then hit the "Tab" key. You will see icons of the programs you currently have running on your computer. Keep hitting the "Tab" key until you choose the next Internet Explorer (or Netscape Navigator) icon available, then let go of the "Alt" and "Tab" keys. The alternate solution is to drag the cursor to the bottom of your screen, where you will see icons for the programs you have open. Click on the Internet Explorer (or Netscape Navigator) icon that is NOT selected/depressed to find the window you are looking for.


    7. "I still can't figure it out. I need help!"

      Don't panic; help is only an e-mail away! Contact John Englander at John_Englander@facing.org.