Help us to solve your issue faster by providing as much of the following information as possible:
* denotes mandatory field. If you do not supply this information, we will not be able to assist you.
Date of issue *
We need this information to check log files.
Time of issue *
Username of user
We need this information to check log files.
having problems *
Description of the
issue *
Which part of the application you were in when the issue occurred? What
were you doing? What other applications/web pages were open at the
time?
Please provide as much information as you can.
Page *
Environment
Your browser details
E.g: Touchstone International Level 1, Unit 5, Lesson B, Activity 1, Page 5.
Demo/Live/Stage/QA.
and version *
Can the issue be
replicated on another
machine?
Can the issue be
replicated from
another location?
Steps taken in order
to replicate this issue*
Please make sure that you include the following in with your call details:
Screenshot provided?
Y/N *
Diagnostic results
provided? Y/N *
This is necessary so that we can see and hopefully diagnose the issue
that you are seeing.
We need to ensure that the problems that you are experiencing are not
connection speed related. (http://diagnostic.cambridgelms.org)
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Things for you to check/cheat sheet (for LMS users):
Check that your plug
ins are up to date
Check that your
version of flash is up
to date
http://www.mozilla.com/en-US/plugincheck/
Out of date plug ins can cause content to display incorrectly
Clear your cache and
restart your browser
Does the issue still occur after you have cleared your cached and
restarted the browser?
JavaScript errors
It could be that your JavaScript has not fully downloaded onto the page.
Please clear your cache, log out and log back in again.
http://www.adobe.com/software/flash/about/

Does your network
meet the minimum
connection
requirements?
Have you loaded the
content already in
order to cache it
locally?
Minimum internet speed: 5Mbps download and upload speed per
user
 Data ports: Port 1935 should be open for communication with the
Touchstone Online Course media server (voice recording/playback
features)
 Firewall: Must allow delivery of content from multiple IP addresses
The live site uses a caching server. By accessing the content locally, you
are storing the content on the closest server which should make it faster
for others accessing this course for the first time.
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