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     e-Learning Technical Support      

Firefox is recommended for the courses on all devices for the best experience.  Firefox is available at www.firefox.com.  

Clearing cache and rebooting Internet equipment weekly may also prevent issues with saving progress. See below for instructions.

On a smart phone, you must disable your popup blocker OR allow popups from toolslms.com. See below for instructions. 

Resetting home Internet equipment periodically can also prevent issues. Unplug modem (and router if you have one).  Wait 2 minutes.  Plug modem back in.  Wait for all lights to sync up.  Plug router back in if you have one.  Restart computer, tablet, or phone. 

 

You must have a steady Internet connection for the courses.  Even a momentary connectivity issue can cause a course to hang and progress to be lost as the course must be able to communicate with the Learning Management System at all times.  We suggest calling your Internet provider to check your connection if this occurs.

 

If your course "hangs," this is due to an Internet issue.  Leave the course open until the problem resolves; otherwise, you will lose your course progress.  On a home Internet, reboot the modem (and router) as above.

 

“Stuck” in a quiz review?  Click the > button at the very bottom right corner to continue.

 

       How to Unblock Pop-Up Windows

PROBLEM:  No course window pops up.  This indicates that you have a pop-up blocker enabled.  Please disable the pop-up blocker as follows:

 

Firefox - Click the Firefox Menu bar (icon with 3 horizontal bars), then select "Options", then select the "Privacy and Security" tab, then under the "Permissions" section, uncheck "Block Pop-Up Windows."  Alternatively, if you do want to leave pop-ups blocked but just allow them for the courses, click the Firefox Menu bar (icon with 3 horizontal bars), then select "Options", then select the "Privacy and Security" tab, then click "Exceptions" to the right of "Block Pop-Up Windows", then enter the following site: https://toolslms.com.  Click "Allow", then click "Save Changes."

 

Chrome - Click the Chrome menu  (icon with 3 horizontal bars) on the browser toolbar, click "Settings:, scroll to the bottom of the page, click "Advanced."  In the "Privacy" section, click the "Site Settings" button.   Click on "Pop-ups and Redirects." If you see "Blocked (recommended) near the top, click on the slider bar to the right to change to "Allowed."  Alternatively, if you do want to leave pop-ups blocked but just allow them for the courses, in the "Allowed" section, click "Add" then next box, enter the following site: [*.]toolslms.com, then click "Add."

 

Edge - Click the Edge Menu (icon with 3 horizontal dots), then click "Settings" then on the right, click "Privacy and Security," then under "Block pop-ups," move the slider bar to the left so that the slider changes from blue to gray and shows "Off." Click the down arrow at the top right of the menu box to close the menu.

 

Internet Explorer - This browser was discontinued by Microsoft in 2015, and Microsoft no longer supports it, so we recommend Firefox or Chrome unless you are using a company computer that will not allow another browser to be installed.  If you must use Internet Explorer, please be sure to clear cache also as below before beginning courses to prevent problems.  To turn off the popup blocker in Internet Explorer:  From the Menu bar, click "Tools" (or hold down the "Alt" key and tap the letter "T" simultaneously).  Mouse over "Pop-Up Blocker", then click "Turn off Pop-Up Blocker".  Alternatively, if you do want to leave pop-ups blocked but just allow them for the courses, click "Tools" (or ), "Pop-Up Blocker", then "Pop-Up Blocker Settings". Enter the following site: *.toolslms.com, then click "Add", then click "Close."

 

How to Clear Cache

This is always a good idea for any "strange" problem and should be done periodically to prevent problems!

 

On a Windows PC:  Open a browser window.  Hold down [CTRL] and [SHIFT] simultaneously, then while still holding down those 2 keys, tap the DEL (or DELETE) key.  A new window should pop up.  Then continue with your specific browser instructions below.

 

On a Mac:  Open a browser window.  Hold down the Command key (Command Key Mac Icon) and [SHIFT] simultaneously, then while still holding down those 2 keys, tap the DEL (or DELETE) key.  A new window should pop up.  Then continue with your specific browser instructions below.

 

Firefox:  From the Time range to clear: drop-down menu, select "Everything".  Click the down arrow next to "Details" to choose which elements of the history to clear. Click "Clear Now."

 

Chrome:  In the "Time Range" box, select the drop-down option for "All Time." Then check only the "Cached images and Files" box. Then click "Clear data." 

Edge: Check only the box for "Cached data and files." Uncheck all other boxes. Click the "Clear" button. The message, "Clearing Data..." will appear underneath the "Clear" button. When it is done, that message will change to "All Clear."

 

Internet Explorer:  Uncheck all other boxes and select only "Temporary Internet files" or "Temporary Internet files and website files".  Click "Delete".

Deleting cache can take anywhere from a few seconds to 10+ minutes, depending how long it has been since cache was previously cleared. It is a good idea to clear cache periodically - both for the courses as well as for all other websites.  Once you have either received a message that the temporary files have been deleted OR you leave the window open for 10 minutes or so, close ALL browser windows completely. Then open a new window and login to the courses and see if everything is working as it should.

 

2.  How to Contact Us

Please feel free to call us if you have any trouble with the courses.  We are always happy to help!   Our number at Tools 2 Succeed is 1-818-581-4888 or (800) 207-1306, Option 2 for Technical Support.  Our office hours are 7:30 AM to 8 PM Pacific Time Monday through Friday.  We are also often available from 9 AM to 5 PM Pacific Time on Saturdays and Sundays.  We do check email and voicemail periodically after hours also.  In the event that we are unavailable, we do our very best to get back to you the same day or the following day.

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