PAPI eLearning: Trouble Shooting

Frequently Asked Questions

By far the majority of our delegates login and access the videos for our courses without any problem. Very occasionally a difficulty arises. Please refer to the trouble shooting guide outlined below which addresses the problems encountered by delegates so far.

PROBLEMS WITH LOGGING IN:

1) I have received the confirmation letter etc, but I have not received an email with my password.

  • The username and password were sent to your email address at the same time as the confirmation email. Please check your junk mail filter for this email as it sometimes goes there.  Cubiks don’t have a copy of the password as it is generated automatically by the system
  • If you can’t check your junk filter, or the email is not there please follow the instructions below to reset your password:
  1. Go to http://papi.realtraining.co.uk
  2. Click on the country from which you are trying to access the training from.
  3. At the log in page click on ‘Lost your password’ or ‘I forgot my password’.
  4. Put in your email address (the one you gave us when you applied for the course). A new password will be sent to your email address.

2) I have entered the username and password but it says ‘ERROR: Invalid user’ or ‘Invalid email address or password’.

  • Check you are logging in on the correct site by clicking on the link for the country you are registered for.
  • Ensure you are copying and pasting the username and password correctly. The passwords are computer generated random letters and numbers and as such are hard to type. It can be hard to distinguish between e.g. i, L and 1 in some fonts. We recommend that you copy and paste them from the email. Take care not to copy any spaces at the beginning or end of the password.
  • If, having tried the above, you are still unable to log in, try requesting a new password and copying and pasting that (see 1) 2nd bullet point above).

PROBLEMS WITH PLAYING THE VIDEO / PRESENTATIONS

Video playback problems are normally due to Adobe Flash, local network issues and/or browser cache.

In any of these cases you may get a message such as “Server not found” but this is not always the case.

The videos in the eLearning are streamed via the Vimeo video cloud streaming service. We therefore recommend to also read the FAQs at https://vimeo.com/help/faq/watching-videos/playback-issues.

3) I have logged in OK, but the videos / presentations do not play on my computer. (Sometimes the message ‘Missing plug-in’ comes up).

  • You need to check whether Adobe Flash is installed on your computer and up to date here: http://helpx.adobe.com/flash-player.html
  • If you cannot see the small movie playing on the screen when you have connected to the link, Flashplayer is not properly installed on your system. Download flash-player for free at: http://get.adobe.com/flashplayer/. If you are accessing the course from your company office you might need to ask your IT Helpdesk or System Administrator to install this for you.

4) The video is starting/stopping/not playing properly:

  • The problem may be your broadband speed. You can do a speed test at: http://speedtest.uk.net/
  • Please be aware that broadband speeds actually achieved often do not match the speeds claimed by broadband providers. There are a number of reasons for this:
    • If a number of other users are on the internet in your organisation/home at the same time this can use up some of the broadband width and reduce your access to the internet.
    • If you are using wireless, speeds are often higher the nearer you are to the router.
    • If you are able to plug into the internet (as opposed to using wireless) this often increases the broadband speed considerably.
    • You may be able to access the video if you let it buffer. Open up a new video and then click “Pause”. As the video is paused it is still downloading in the background. Similar to YouTube you will see the buffer bar of the video slowly reaching the end of the timeline as it’s downloading the video. After half the buffer bar has loaded you should be able to click play and watch the video without any problems.
    • Alternatively try to switch of HD resolution on the bottom right hand corner of the video. This can also help with the loading speed of the video.

5) What does “browser cache” mean?

  • Your browser (Netscape, Internet Explorer, etc.—whatever application you use to access the internet) has a folder in which certain items that have been downloaded are stored for future access. When going to a page on a website, your computer will check its cache folder first to see if it already has those images. If so, it won’t take the time to download them again. This makes for a faster loading of the page. However, this can also interfere with access to updated web pages as your computer accesses the cache rather than the new page.

If none of the tips above help, it is best to try a different internet browser (Firefox, Internet Explorer, Google Chrome etc), computer or network connection. This is a good way to tell if your issue is related specifically to a certain internet browser or computer. If you experience the same issue when using another internet browser or computer and you are unable to resolve the issue, please contact us and we will do our best to help.