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Frequently Asked Questions
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| When I click the Close Lab button in the lab window, my Internet Explorer shuts down. This can occur if you do not have the latest service pack installed on your PC. If you are using Windows 2000, install the latest service pack from the Microsoft site. If you are using Windows XP, do not install service pack 1a as this will uninstall the Java Virtual Machine from Microsoft. |
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| I get a Windows-System Warning prompt when my lab starts: It says that 'the system has detected an IP address conflict'. Click OK and continue the lab. Your lab will not be affected by this warning if it occurs. |
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| When I try to perform a lab, after I click the 'Begin lab' button, I get an error message saying: 'Error communicating with the server'.
It is rare but in some circumstances, firewalls or proxy servers are restrictively configured to prevent the establishment of an out-going communication port. Currently, the lab system requires that certain out-going ports be created in order to communicate with the remote servers. You should contact the Help Desk or your network administrator. |
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| I have problems scheduling a lab. It seems that there is a difference between my PC time and the lab system's time.
In some cases, your PC may be off by a few minutes. The Lab server's time is synchronized to an accredited global time verification service. Please check that your PC time is synchronized within reason to your specific time zone. If you continually experience a large variation in the time reported by the Lab servers and your PC contact the Help Desk. |
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| My lab seems to have frozen and does not respond to my mouse movements or keystrokes
Do NOT click on the lab's 'Close Lab' button. Instead exit the session by clicking the 'x' (or close button) at the top right corner of the lab window. Wait approximately 1 minute, then Launch the lab again from the 'My Labs' page. Notice this time that once the lab window comes up instead of having a 'Begin Lab' button, it will now have a 'Continue Lab' button. Click on the 'Continue Lab' button and your lab should resume within a few seconds. If you are still experiencing problems contact the Help Desk. |
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| I completed the steps correctly but the Lab Progress utility says 'Incomplete'!
First, ensure that you have chosen the correct lab to check from the drop down list and that you have performed the step accordingly. Once this is verified, if you still feel as if there is a problem, contact the Help Desk. |
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| Are the keystrokes recorded during the lab? How does the system verify lab completion?
Keystrokes are not recorded. Tasks are verified based on the end result. For example, if you are to create a shortcut on the desktop, your result is verified, not how you chose to create that shortcut. |
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| Why do I have to schedule time to work in the lab? Can't I just start a lab whenever I want to?
You can start a lab to start immediately - load permitting. As you are gaining access to live server equipment, there is a finite limit to the number of users that can perform labs simultaneously. Click on the 'Scheduling Tips' link on the schedule window for more detailed information on this subject |
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| Can I do my labs on a Mac?
The lab system works within a web browser and is specifically designed for Internet Explorer. It will however function on the Windows and Linux operating systems and any other operating system as long as it supports Java and HTML. Consult the System Requirements section for a detailed list of required hardware and software. |
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| I cannot seem to log on.
First, verify that you are using the correct username and password. Keep in mind that the username and passwords are CASE SENSITIVE. If you are still having a problem logging in contact the Help Desk. |
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| How can I change the email address that the lab scheduling confirmations are sent to?
Specify a new email through technical support. |
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| How can I change the email address that the lab scheduling confirmations are sent to?
You must specify a new email address through technical support. |
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| Can I restart or reboot the lab servers?
Yes. In a Windows lab, once you have specified 'Restart' from the shutdown/restart prompt you will temporarily lose communication with the lab server because the operating system is rebooting. Do not close the lab by clicking on the 'Close Lab' button. Instead exit the session by clicking the 'x' (or close button) at the top right corner of the lab window. Wait approximately 1 minute, then Launch the lab again from the 'My Labs' page. Notice this time that once the lab window comes up instead of having a 'Begin Lab' button, it will now have a 'Continue Lab' button. Click on the 'Continue Lab' button and your lab should resume within a few seconds. Note: For a Linux lab, the procedure is exactly the same, except you don't restart from a shutdown/restart prompt. |