Orientation Help > Troubleshooting Guide

Troubleshooting Guide

The Cabrillo Online Orientation is a combination of audio, video, photographs, computer graphics, animation and text. To complete the orientation, your computer will need to have the following:

WEB BROWSER

Supports Internet Explorer 6+, Firefox 2+, Netscape 7+, Safari 2+, Opera 9.

- For Macintosh users, under the browser's main menu, select "About [browser name]." That will open a new window with the information displayed.

- For Windows users, go to your browser's "Help" menu and select "About [browser name]."  That will open a new window with the information displayed.

If you don't have the version recommended (or a later one), you will need to download and install an appropriate browser. You can do that by clicking on any of the browser names listed above. Here they are:
Safari   http://www.apple.com/safari/
Netscape http://www.freenetscape.com/
Mozilla/Firefox http://www.mozilla.com/en-US/
Internet Explorer http://www.microsoft.com/windows/internet-explorer/download-ie.aspx

FLASH PLUG-IN, VERSION 7 OR HIGHER
The orientation program uses Adobe's free Flash Player to deliver the video and other content to your computer. You will need to have version 7 (or higher) of the Flash Player plug-in installed on your computer. A plug-in is a snippet of software code that allows your browser to run Flash within its browser windows. To know which version of Flash you have installed, visit: http://www.macromedia.com/software/flash/about/ 

That page will automatically tell you which version of Flash you have installed. If you don't have Flash installed, or the right version of Flash installed, the page also has information that will help you to find, install and download the version of Flash that is compatible with your computer's operating system and browser. Remember, you must be able to run version 7 or higher to do the Cabrillo Orientation.

NOTE:  If you are using a Screen Reader, you must have Flash 10 installed.

YOUR POP-UP BLOCKER TURNED OFF
Quizzes open up in a separate window. Pop-up blockers will prevent this from happening if they are selected. To disable your pop-up blocker:

- For Macintosh users, under the main application menu (Safari, Internet Explorer, Netscape, Mozilla or Firefox), make sure "Block Pop-up Windows" is not checked.

- For Windows users, go to your browser's "Tools" menu and scroll down to "Pop-up Blocker". A window will open to the right, select "Turn Off Pop-up Blocker".

COOKIES MUST BE ENABLED
The program places a cookie on your computer so that it remembers where you left off in the orientation if you didn't complete it in one sitting. This cookie means you won't have to start the orientation over from the beginning each time you log back in.  The cookie does not capture any other information. However, it is removed from the computer after 60 days. To turn cookies on:

- For Macintosh users, go to your Apple menu, scroll down and select "Preferences". In the preferences window, select the "security" tab depicted by a lock. Where it says: "Accept cookies,"  select "Only from sites you navigate to" or "Always". "Only from sites you navigate to" gives you a higher level of security than "Always". Then close the window by clicking the red radio button in the upper left hand corner of the preferences window.

- For Windows users, Click on "Tools" in the toolbar and select "Options."  This will open the Internet Options window. Click on the tab labeled "Privacy." You should then see a slider bar, along with options on what setting to place the slider on. If you bar is set to "Block all Cookies," "High" and even sometimes "Medium High," your computer will not allow cookies to be added to your system. Setting your zone to "Medium" will allow most cookies and it will give you the ability to block or allow certain cookies manually. You can also choose "Low" or "Accept All Cookies," which will allow cookies to be added to your system without having to manually allow them to be added. Once you have selected the appropriate setting for your zone, click "Apply" to save and then click "Ok" to close the window.

SCREEN RESOLUTION SET TO 1024 x 768 at minimum
If you start the orientation and the video seems distorted, grainy, or slow, you may have a problem with your screen resolution being set too low. To set your screen resolution to 1024 x 768:

- For Macintosh users, go to the Apple menu and select "System Preferences". In the Hardware section, select "Displays". In the center of the window, select the "Display" tab. On the lefthand side scroll to see what resolution you have. If it has greater than 1024 x 768, close the window, you're fine. If it shows a resolution less than 1024 x 768, select a higher resolution. Do NOT select 1024 x 768 (stretched) or it will distort the graphics. Click the red radio button in the top left-hand corner of the display preferences window to close it.

- For Windows XP users:
Right click on the desktop and select "Properties". Go to "Settings" tab. Adjust screen resolution.

- For Windows Vista users:
Right click the desktop and select "Graphic Properties". Select "Display Settings". Go to screen resolution and use drop down menu.

HIGH SPEED INTERNET CONNECTION
You will need a broadband (cable modem, DSL or T1) connection in order to view the orientation without going crazy. That's because the video requires the speed of a broadband connection. Otherwise the video will take a very, very, very, very long time to download and you have a life to live. Dial-up simply won't do it.

SOUND
If you cannot hear the video, check the following:
- Are headphones or external speakers attached? If so, put them on / turn them on and see if you can hear the video as it is playing. Be careful as you put headphones on or turn speakers on that the sound isn't turned up so high that it could hurt your ears. This is important if this is a shared computer because some people may not hear as well as others. If headphones and external speakers are attached and turned on and you still don't hear any sound–

  • Is the volume turned up on your computer? If not, located the sound up key or volume slider control and see if the volume is turned up.
  • Check to see if another sound output source has been chosen in your operating system's preferences. To do that:

- For Macintosh users: Underneath the Apple menu, select "System Preferences". Under "Hardware", select "Sound". Select the "Output" tab in the center of the window. You should see a list of devices available from which you can choose to hear sound. The system default is "Internal Speakers." You can select the balance (left and right) as well as how loud ("Output volume") you want the sound to be. You can also select to have the volume slider show up in the menu bar or to mute the sound completely. Make sure the Mute box is not selected. If you have headphones attached and you would prefer to use them, select "headphones" from the list of output devices. If your headphones aren't showing up in the list, check to make sure they are plugged in to the correct jack on your Macintosh. For more help, visit http://www.apple.com/support/osfamily/. On this page you can select the operating system you are using and get trouble shooting help for sound and other issues.

For Windows XP users:
Click "Start > Control Panel". Click on "Sounds and Audio Devices". Adjust device volume (uncheck "Mute" box if checked).

For Windows Vista users:
Click "Start > Control Panel > Hardware and Sounds". Click on "Sound > Adjust System Volume". Click on speaker icon to ensure mute is off.



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