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ESPS ESTS FAQ PAGE

Click on each section to view each question and answer.

New Student Accounts

Existing Student Accounts

Facilitator/Administrator Accounts

Browser/Computer Issues

Final Assessment Issues

Certificate Issues

New Student Accounts

I have not been registered, but when I try to create a profile, a message says I’m in the system already.

There are two possibilities: either you have an old account under your name, or there is someone from another company with the same name as you. If you believe you may have an old account already, you can contact your Administrator for assistance or contact us for assistance. To create a brand new account, you need to select a unique username such as firstname.lastname123.

If you are trying to create a profile with an enrollment key, this error occurs when someone with the exact name is already registered in the system. If you are a new student, click ‘No’ and a new account will be created for you.

My username and password has not been e-mailed to me.

Sometimes the "Welcome" emails go directly to the Junk Mail folder, so check that folder first. If an e-mail address was not entered (or had spelling errors) during the registration, the username and password could not be e-mailed. To obtain your username and password contact your administrator or contact us for assistance.

I’m trying to login but my information is not working.

Are you login under the correct login box? You need to login under the STUDENT LOGIN box, even if your employer created your account for you. Username and password are case sensitive, ensure you’re entering it exactly as showing on your welcome email.


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Existing Student Accounts

My username/password doesn’t work or I can’t remember it.

Be sure you are typing in the username/password exactly as shown in the email you received. The format for your username and password are usually as follows:

Username: Firstname.Lastname (Joe.Smith)
Password: FirstnameNumber (Joe19)

If you do not have the email that was delivered to your inbox indicating your username and password, you may ask your company administrator or submit a “forgot password request”

How do I change my password or personal information?

Select “Your Account Details” box from your student home page. You cannot change your username.


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Facilitator/Administrator Accounts

Corporate Account User Guide

How do I create a new user account and grant a course to them?

If you have already purchased the credits through your Facilitator login, please follow these steps:

  1. Click the "Distribute Courses" button on your Home page.
  2. If this is your first time in the Corporate Facilitator area, you'll need to create user accounts for your employees. To proceed, select "I need to CREATE my user(s)".
  3. Complete the required sign up information for each of your employees. The recommended protocol for creating Usernames is firstname.lastname (i.e. john.smith). You will see a message if the username is already in use by another person; simply add some numbers to make it unique (i.e. john.smith123). The password must be at least 4 characters in length; it is fine to use the same password for all your employees.
  4. If you have entered a valid email address for your employees, check the "Send Welcome" email box at the bottom of the screen. This will trigger an automatic email with username and password information to each of your employees. You can certainly use your own email address for your employees; you will receive their "Welcome" emails and can then forward them or print them off as needed. NOTE: If you are adding less than 5 users be sure to delete the empty lines by clicking on the "X" at the far right side of each line. If you need to enter more than 5 users you can click on "Add a line". We recommend adding a maximum of 15 users at a time, or your browser settings may time-out and clear your form.
  5. Select the program you wish to issue to your employees and click "Next".
  6. Verify that the correct number of users and courses have been selected, then click "Finish".

My employee has already completed online training and now I need to give him a different course.

If you have already purchased the credits through your Facilitator login, please follow these steps:

  1. Click the "Distribute Courses" button on your Home page.
  2. To proceed, select "My user(s) already have account(s)".
  3. Check the box next to the employees name to select who will be receiving the course(s). Click "Next".
  4. Select the program you wish to issue to your employees and click "Next".
  5. Verify that the correct number of users and courses have been selected, then click "Finish".

How can I make sure that I renew my employees' training before their certificates expire?

Industry accepted best practice standards require you to receive periodic retraining at intervals not to exceed 3 years. Please follow your company’s policies on the re-training times.

To find out when your employees certificates will expire, follow these steps:

  1. Log into your Facilitator account and click on the "View Reports" button.
  2. Click on the report name "Certification Document Status".
  3. From the first drop-down menu, select "Any" Certification Documents.
  4. Of the five options (circular buttons), click on the "Issued” line. You will need to change the date range from beginning of time to today. For example, you can choose "January 1, 2000 to June 30, 2016" to find out who will need to renew their training.
  5. To export as a spreadsheet, check off the "Export to Excel" box, and/or click "Run Report”.

How do I purchase course credits online?

To purchase single or multiple course credits, please follow these steps:

  1. Log into your Facilitator account and click on the "View/Purchase Courses" button.
  2. Under "Programs (Credit Purchases)" the courses are listed alphabetically. Click on the word "Purchase" for the course you require.
  3. Under "Purchase Course Credits" you can now use the default quantity of "1", or change it for the course you require and then click "Add to Cart". At this point you can add other courses to your shopping cart or click "Proceed to Checkout".
  4. Enter your billing information by first choosing your province and then card type. You will need to enter the full credit card number without spaces, the expiry date, the CVD (security) code on the back or front of your card and the cardholder name.
  5. Check off the box for terms and conditions (you can read them on the website) and then click "Purchase with Credit Card".

You may contact us for P.O purchases for orders over $1,000. Link to contact page.

I need to print my receipt from a prior purchase.

To print or reprint a receipt, log into your Facilitator account. If you have placed an order through the online shopping cart, the grey box on the "Home" page has a link to "View Receipts". You will see a list of all your past shopping cart orders and can click on a receipt to open it. For P.O purchases contact us directly for a copy of your invoice and payment.

My employee says he/she completed the training, but there is no available certificate in their account.

You can verify whether an employee has completed training by following these steps:

  1. Log into your Facilitator account and click on the button "Manage Users".
  2. The names are listed alphabetically by first name. To open the student's account details you need to click their name, which is a link (do not check off the box on the left, that is for another function).
  3. Under "Programs", you will see the name of the course they have been granted. The "Date Started" always defaults to the date the course was granted. If there is no "Date Completed" then you can click on the name of the course to open up for details on the course.
  4. If your employee has not completed all of the sections, or has failed the final assessment, please ask them to complete the course.
  5. If section 5 shows in progress this means that the course is either not completed or the student failed the course.
  6. If your employee has finished all of the sections and passed the final assessment, there is another factor blocking the certificate issue. Please contact us for assistance.

My employee failed the final assessment; now what?

Your will need to grant the employee another instance of the course from your corporate account:

  1. Click the "Distribute Courses" button on your Home page.
  2. To proceed, select "My user(s) already have account(s)".
  3. Check the box next to the employees name to select who will be receiving the course(s). Click "Next".
  4. Select the program you wish to issue to your employees and click "Next".

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Browser/Computer Issues

What does my computer need to take your online courses?

To take our courses, we recommend using the latest version of your favorite browser (Mozilla Firefox or Google Chrome) on your PC or Mac computer. At this time, tablets and certain smartphones (including iPad, iPhone or Android OS) cannot access our training as they do not support Adobe Flash. You will also need to have the latest Adobe Flash Player. The course will auto detect if you do not have it and a link to the download will be provided. You will also need access to a printer, as your certificate can be printed upon successful course completion, and there are resource documents you may wish to print before you begin your course.

Can I do my online training on an iPad or iPhone?

No, our online training is Adobe Flash-based not currently supported by either the iPhone, iPad or Android OS devices. It will work, however, on other tablets supporting Adobe Flash.

Having issues with LOGIN or LAUNCHING the course?

Please log off and clear your cache/history, log back in and try to relaunch the course.

How do I delete my internet cache/history?

Internet Explorer 9 or 10

  1. Click on the gear wheel icon  in the top right corner and select Internet Options.

  2. On the first tab (General), under the Browsing history section, click the Delete button.

  3. Generally the first 4 or 5 boxes are automatically checked: Preserve Favorites website data, Temporary Internet files, Cookies and website data, History, and Download History. None of the other boxes need to be checked right now.

  4. Click the Delete button. This may take several seconds or several minutes, depending on the last time your computer's cache was cleaned.

  5. A pop-up confirmation message will appear at the bottom of your screen when the cache is clean. Click the grey "X" to close the message and click OK in the "Internet Options" box to close the cache cleaner.

  6. Refresh your browser or click F5 to refresh.

Older versions of Internet Explorer

  1. Click on the Tools menu at the top left area of your screen and select Internet Options.

  2. On the first tab (General), under the Browsing history section, click the Delete button.

  3. On the Temporary Internet Files section, click the Delete button and then click "Yes" to the confirmation to delete.This may take several seconds or several minutes, depending on the last time your computer's cache was cleaned.

  4. Refresh your browser or click F5 to refresh.

Mozilla Firefox

  1. At the top of the Firefox window, click on the Firefox button and then select Options

  2. Select the Advanced panel.

  3. Click on the Network tab.

  4. In the Cached Web Content section, click Clear Now

  5. Click OK to close the Options window. 

  6. Refresh your browser or click F5 to refresh.

Google Chrome

  1. Click the Chrome menu  on the browser toolbar.

  2. Select Tools.

  3. Select Clear browsing data.

  4. In the dialog that appears, select the checkboxes for the types of information that you want to remove (minimum, choose Empty the cache).

  5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.

  6. Click Clear browsing data.

  7. Refresh your browser or click F5 to refresh.

My screen is blank when I click on one of the chapters; the course won't play

  • Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone.  Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.

  • Do you have the latest version of Adobe Flash Player installed? If not, please click here to download: get.adobe.com/flashplayer/

Your browser security could be blocking the course player. First do a cache clean, then watch for these security messages:

  • Internet Explorer 10 - Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”.

  • In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.

  • Mozilla Firefox– This shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.

  • Google Chrome - This shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.

It is taking a long time to load the course OR My screen is stuck on Loading.

Each course section is loaded completely before you begin a lesson, and if you have a dial-up connection this will take longer than if you have a high-speed connection. You may have to delete your cache, and should close all other application or programs that are opened.

The web page won’t come up, it just says ‘Page not found’.

Close all Internet browsers (Internet Explorer) and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favorites list. You may also need to delete your cache.

How to Add a Web Site to the List of Trusted or Restricted Sites

Internet Explorer 10 sets up the Trusted Zone with a low security level to make it easier for you to do such things as download software without prompting. Add a site to this zone only if you trust that it would never cause harm to your computer. On the other hand, the Restricted zone imposes the highest security level for sites you deem untrustworthy; when you visit these sites, Internet Explorer 10 will prompt you at every turn.

  1. Go the Web site you want to add to a zone.
  2. Highlight the Website address, right-click and press Copy. This saves you from having to type it later.
  3. On the Internet Explorer 10 Tools menu, click Internet Options.
  4. Click the Security tab, and then click the security zone where you want to add the site: Local intranet, Trusted sites, or Restricted sites. Because all sites are by default already in the Internet zone, you cannot add Web sites to it.
  5. Click the Sites button.
  6. In the Add this Web site to the zone box, press CTRL+V to paste in the Web address. See step 6 in the image below.
  7. Click the Add button.Note: If Internet Explorer 6 asks for confirmation, you may be trying to add a site that is not secure. Internet Explorer 10 will accept only sites to the Trusted list that make a secure connection-for example, secure banking or shopping sites. To identify such a site, look for https:// in the Web address. If you want to add an unsecured Web site (for example, a site that does not have https:// in the Web address), click to remove the check in the Require server verification box. Be careful! Only do this for Web sites whose content you trust 100 percent.
  8. If you want to add more sites to this zone now, you can go back to step 6 and type any additional Web addresses into the Add this Web site to the zone box, and then click the Add button.
  9. Click OK twice.

How to disable the firewall on Windows 7

  1. Click on the Start Menu, in the bottom right corner of your screen
  2. Right-click on My Network Places
  3. Select Properties
  4. Double click Local Network Connection or Modem
  5. Click Advanced
  6. Uncheck Internet Connection Firewall

To change Pop-up Blocker settings

  1. Open Internet Explorer.
  2. On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
  3. Turn off the Internet Explorer Pop-up Blocker
  4. 1. Pop-up Blockers are typically turned on in Internet Explorer and set to the medium setting, which means it will block most automatic pop-ups. The default settings for the pop-up blocker allow you to see pop-ups that are opened when you click a link or button on a Web site. Pop-up Blocker will also play a sound and show the Information Bar when a pop-up is blocked. You can adjust these settings so that Pop-up Blocker works the way you want it to.

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Final Assessment Issues

How do I know if I passed my final assessment?

Our final assessments have a minimum pass grade of 80%. You have two attempts to pass the final assessment. If you fail the first attempt you can go back and review the material before taking the second attempt. You can NOT exit the final assessment while in progress. The system will give you a pop message with your score at the end of each attempt.

What happens if I fail the Final Assessment?

You have two attempts to pass the final assessment. If you fail the first attempt you can go back and review the material before taking the second attempt. If you fail the second attempt at the Final Assessment you will be required to purchase another instance of the course. Please see your training administrator. Minimum required grade is 80%.

Can’t I just do the final assessment to get my certificate?

The course is designed to be fully completed before a certificate can be printed, to ensure that the student has adequately reviewed the material. There is no option to only complete a final assessment.

I don’t have time to finish my course today, can I just leave?

Yes, your progress is marked by green dots on your Course Outline. To leave the course click ‘EXIT” on the actual course, please do NOT exit on your browser. If you close the course incorrectly your progress will not be saved. When you return to the course go to MENU to continue your training.


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Certificate Issues

How do I print my certificate?

To print certificates, login to your student account, once logged go to "Your Account Details" box. Then click on " Print Your Certificates".

My name or the Company Name is misspelled on my certificate; how can I change it?

You will need to contact us to make those types of changes. We will also need to update your certificate in our system.

I have finished my course, but my certificate hasn’t been issued.

  1. Please note that for the Electrical Worker Courses you need to finish the 3 Work Task Scenarios after you complete your Final Assessment so that your certificate issues.
  2. Certificates are only issued if you pass the course with a minimum of 80% passing grade.
  3. See your training administrator for assistance or send us a support request if you’re not training under a corporate account.

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