Frequently
Asked Questions
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Frequently
Asked Questions
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Q: My institution paid for the course and told me I should take it. How do I take it without paying?
Q: I clicked on the Launch button, but then the course won’t launch. What do I do?
Q: I enrolled in one of the online courses. How long do I have to complete the course?
Q: If I don’t make it all the way through a module in one setting, what happens?
Q: I started the assessment, but didn’t finish it in one setting. Where did my answers go?
Q: I passed all but one of the course assessments. What should I do to earn the certificate?
Q: If I retake the modules and assessments, will my scores change?
Q: I need a record of my scores. Where do I find this information?
Q. Why doesn’t my password work?
Q. I forgot my password. What do I do?
Q. Why does the system keep logging me out?
Q. How do I change my password?
Q. What are the system requirements for using the online courses?
Q: I clicked register and entered my credit card information. Now I want to use my coupon code. What do I do?
A: Contact ASIA_Office@shepherd.org for assistance. At this point, you can’t go back in the system to apply the coupon code.
Q: My institution paid for the course and told me I should take it. How do I take it without paying?
A: Prior to enrolling, you will need to get a coupon code. Contact the person who told you to take the course for the appropriate information.
Q: I have a coupon code that gives me the course for free. Will I need to provide a credit card to enroll?
A: No. You do not need to provide credit card information when you have a coupon code that provides the course for free. If you have entered your code and clicked Update, the screen should change and indicate that the course is free (see example below). If it does not, contact your administrator to make sure you’ve received the correct code.
Q: I clicked on the Launch button, but then the course won’t launch. What do I do?
A: For PC Users: If possible, set your browser to allow for pop-ups from this site. If you cannot set your browser to allow for pop-ups, when you receive the above message, hold down the Control (Ctrl) button and click on the “Click here to try it again” link.
A: For Mac Users: In Safari and Firefox, if you have not already turned off the pop-up blocker, under preferences, select “Allow pop-ups for asialearningcenter.org” If you cannot turn off your popup blocker, click on “click here to try again” and the course should launch. You may need to click on “click here to try again” each time.
Q. I’ve tried to pay for the course, but the system won’t accept my credit card because I live outside the United States. What do I do?
A. If your credit card is issued by a non-U.S. bank/creditor, then you will not be able to use the automated system to enroll in an InSTeP course. To enroll, call the ASIA office at 404-355-9772. ASIA will process your payment and then give you a coupon code.
Q: I enrolled in one of the online courses. How long do I have to complete the course?
A: You will have 6 months from the time you launch the first course module to complete the course. Even if you complete the course and receive a certificate, you can still access the course content during that six-month enrollment period.
Q: If I don’t make it all the way through a module in one setting, what happens?
A: If you are working on the same computer each time, the system will remember where you left off. The next time you open a module, it will ask you if you’d like to start where you left off in your previous study session. If you are working on a different computer, you can just skip ahead in the module to where you left off. Use the menu on the left side of the screen to find the different module topics.
Q: I started the assessment, but didn’t finish it in one setting. Where did my answers go?
A: When you don’t complete an assessment, your answers are not saved. You will need to take the full assessment in one sitting for the system to score and remember your answers.
Q: I passed all but one of the course assessments. What should I do to earn the certificate?
A: We recommend that you review the module content again. You may retake the final assessment as many times as you like until you receive a score of 80% or higher.
Q: I finished a course and received my certificate. Now I want to review some of the modules again, but the system tells me I'm no longer enrolled. How do I access the course materials again?
A: In the My Account menu, click on the Completed tab in the menu bar. This will allow you to review the course materials.
Q: If I retake the modules and assessments, will my scores
change?
A: No. Once you’ve completed all of the course modules and passed each of the five assessments with a score of 80% or higher, then your scores are set. You can retake the assessments if you like, but the results will not be recorded in the system.
Q: I need a record of my scores. Where do I find this information?
A: Go to My Account. In the “My Information” menu on the left, click on “My History.” In LEarning Activities, click on the Go button (under View for the course you want to see). You can view and print your progress and assessment scores.
Q: I in a course and paid, but now I've changed my mind. I don’t want to take the course. What do I do?
A: Once you launch a course on this website, no refund will be issued for that course. Requests for refunds for courses not launched must be submitted to ASIA in writing. Written requests should be submitted to:
American Spinal Injury Association
Shepherd Center, Inc.
2020 Peachtree Rd. NW
Atlanta, GA 30309
Q: I did the work in all of the modules and finished the evaluation. Why didn’t I receive a Certificate of Completion?
A: There are a few reasons why you might not have received a certificate:
- Check to make sure you’re enrolled in the “With Completion Certificate” version of the InSTeP course. If your course is titled “Without Completion Certificate” you will not receive a certificate.
- In order to receive a certificate, you must have passed all of the course assessments with a minimum score of 80%. Check in your Lessons menu to see your scores on each assessment. You must complete all six modules and the course evaluation to receive the certificate.
- The certificate is available online through the Learning Center -- you may launch and print it online. Your certificate will not be mailed to you.
Q. Why doesn’t my password work?
A. ASIA Learning Center passwords are case sensitive. Make sure you type it in exactly the same way you did when registering. If you can’t remember your password, click on “I forgot my password” and follow the on-screen instructions to have your password emailed to you.
Q. I forgot my password. What do I do?
A. Click on the “I forgot my password” link underneath the login fields on the home page. Enter your username or email address as prompted and click the Retrieve Password button. Your password will be emailed to the email address you used when you registered. Remember, passwords are case sensitive.
Q. Why does the system keep logging me out?
A. The system is set up to automatically log you out after 20 minutes of inactivity. You can log back in as soon as you start working again.
Q. How do I change my password?
A. Click on “My Account” and then on “My Profile.” Next, click the “Change Password” button. Enter your new password in the "New Password" field, then again to confirm it.
Q. What are the system requirements for using the online courses?
A. To access all of the features of the courses online, you must have an Internet-connect computer, a sound card, Macromedia Flash 7+, and one of the following browsers: Internet Explorer 5.5 or higher, Netscape Navigator 6.2+, FireFox 1.0+, or Safari 1.0. A high-speed internet connection is recommended.
