FAQs

Table of Contents

Click an entry below to view your area of interest.


General

Q) What is an "eSeminar"?

A) An eSeminar is a training program delivered over the internet/web using Internet Explorer and streaming video via and embedded Windows Media Player.

Before you begin your eSeminar, please visit the Check Your System link to ensure that you have the right website technical requirements.

For further assistance, visit the Technical Support link to contact a Customer Care Representative.
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Access & Technical Requirements
Payments & Transactions
Privacy & Security

Access & Technical Requirements

Q: What kind of technical requirements are required to access the eSeminar?

A: A full list of technical requirements is listed on our Check Your System link on the top menu of this website. When you click on this link, you will see whether you have the right technical requirements to view the eSeminar. You do not need to purchase any special software to view the eSeminar.


Q: How do I register for and access the eSeminar?

A: Follow these easy steps:

  1. Click on the Check Your System link to ensure you have the right technology.
  2. Click on the Start Here button to begin the registration process.
  3. Click on the Register button if you are a new user.
  4. Fill in the required information.
  5. Use your credit card number to pay online.
  6. Begin the eSeminar at your convenience.
  7. Return to the eSeminar at anytime by clicking the Start Here button, then using the Login button.

Q: What do I do if I forget my password?

A: If you forget your password, our system can automatically email it to you. Click on the Start Here button, then click on the login button. Click on the Forgot Your Password link at the bottom of the login page. Fill in the required information and submit. You should receive your password via email within a few minutes.

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Payments & Transactions

Q: What forms of payment do you accept?

A: eBridge currently accepts Visa and MasterCard. All payments are facilitated online through our secure payment system.


Q: How will I know whether my payment has been processed?

A: You will receive an email confirmation of registration. Please keep this email for your records.


Q: How do I request a refund?

A: If you are not satisfied with the eSeminar for any reason, you may request a refund at anytime before completing the eSeminar. Please email your request for refund to info@ebridge.tv

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Privacy & Security

Your privacy and security are important to eBridge. Please click here to view our Privacy Policy.

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Cookies

Q) I can't get to the Course Outline page after logging in or the Payment page keeps coming up.

A) This is usually a problem with cookies not being enabled in the browser. Navigating the website correctly requires that your cookies be turned on.

(Note: please check with your systems administrator to determine if you have permission to change your browser settings before making any changes.)

Additional Information
Cookie settings are generally set by the users company as they are "on" by default when the browser is installed.

In Internet Explorer 4
Click "Tools / Internet Options" in the browsers menu.
Click the "Advanced" tab.

Scroll down to "Cookies".
Click "Always accept cookies" or click "Prompt before accepting cookies" if you desire.
Click "Ok".

Close all browsers and re-login.

In Internet Explorer 5
Click "Tools / Internet Options" in the browsers menu.
Click the "Security" tab.

The zone should be set to the "Internet Zone" (the planet or a blue 'e').
Click "Custom Level...".
Scroll down to "Cookies".
Both cookie settings should be set to "Enable".
Click "Ok".
Click "Ok" again.

Close all browsers and re-login.

In Internet Explorer 6
Click "Tools / Internet Options" in the browsers menu.

Click the "Privacy" tab.
Set the "Setting" slider to "Medium".

If you use a different privacy setting you can explicitly select the domain name that you want to allow cookies from.
Click "Edit".
Enter "www.ebridge.tv" in the "Address of Website" field.
Click "Allow".
Click "OK".
Click "OK" again.

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JavaScript and Scripting

Q) I can't Register or Login to the website or website pages don't seem work correctly all I get is a blank screen. Or I click a link in the menu and nothing happens.

Q) I click a link in the menu and nothing happens.

Q) When I click "Check Your System" I just get a blank screen or a message telling me that JavaScript and Scripting is disabled.

Q) When I try to view the demo video or course videos I just get a blank screen or a message telling me that JavaScript and Scripting is disabled.

A) This is usually a problem with JavaScript or Scripting not being enabled in the browser. Navigating the website correctly requires that JavaScript and Scripting be turned on.

(Note: please check with your systems administrator to determine if you have permission to change your browser settings before making any changes.)

Additional Information
JavaScript and Scripting is generally "on" by default when the browser is installed. Many websites including this one use JavaScript and Scripting to provide dynamic web pages and a higher level of functionality to the user that can't be achieved with scripting turned off.

In Internet Explorer 4
Click "Tools / Internet Options" in the browsers menu.
Click the "Advanced" tab.

Scroll down to "JavaScript or Scripting".
Click "Enable".
Click "Ok".

Close all browsers and re-login.

In Internet Explorer 5 and 6
Click "Tools / Internet Options" in the browsers menu.
Click the "Security" tab.

The zone should be set to the "Internet Zone" (the planet or a blue 'e').
Click "Custom Level...".
Scroll down to "Scripting".
The "Active scripting" setting should be set to "Enable".
Click "Ok".
Click "Ok" again.

Close all browsers and re-login.

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Payment

Q) Why do I see Canadian dollars on my receipt and credit card bill?

A) eSeminars use a Canadian online payment system. To allow payment by American Express or MasterCard the amount of the eSeminar must be billed in Canadian dollars for financial institution/credit card transaction reasons. We choose an exchange rate to ensure that the amount displayed on your American Express or MasterCard bill is less than or equal to the $150.00 US equivalent (for example). As indicated on your receipt the amount is $225 CDN (for example) when your actual bill arrives American Express will have converted it back to something less than $150 US due to the Canadian dollar exchange rate.

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Email

Q) I didn't receive my email confirmation / receipt.

A) Either the online or the email receipt is valid as your proof of purchase. Please print the online receipt for your records.

Additional Information
Occasionally (very rarely) email can get lost but the most common reason for missing email from the eSeminar system is an incorrect email address. On the login screen for your eSeminar is a check box labeled "Update Your User Information After Login". This allows you to change your personal information including your email address.

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SSL (Secure Socket Layer for eCommerce, Registration and Login)

Q) I can't get to any of the secure areas of the website like the registration page or the login page.

A) The website uses a Security Certificate to protect users personal and credit card data. This data is transmitted through a separate channel from regular web browsing called SSL (Secure Socket Layer).

(Note: please check with your systems administrator to determine if you have permission to change your browser settings before making any changes.)

Additional Information
You can determine when you are using a secure website if there is a little yellow padlock in the bottom right of your browser window during secure transactions. You may also receive a browser message notifying you when you are entering and leaving a secure transactions area.

In Internet Explorer 4
Enable SSL

Click "Tools / Internet Options" in the browsers menu.
Click the "Advanced" tab.
Scroll down to the "Security" section.
Both SSL settings should have a check mark beside them.
Click "Ok".

Close all browsers and re-login.

In Internet Explorer 5 and 6
1) Your security settings should be set to "Internet Zone".

Click "Tools / Internet Options" in the browsers menu.
Click the "Security" tab.

The zone should be set to the "Internet Zone" (the planet or a blue 'e').

2) Enable SSL

While in the "Internet Options" dialog box.
Click the "Advanced" tab.
Scroll down to the "Security" section.
Both SSL settings should have a check mark beside them.
Click "Ok".

Close all browsers and re-login.

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User Edit

Q) How do I change my personal information or password?

A) You can change your registration information on the login page where there is a check box labeled "Update Your User Information After Login" that can be used to edit your registration information.

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Adobe

Q) Why do I get an Adobe Acrobat dynamic link library error.

A) If you do not have version 3.0 or better of Adobe Acrobat Reader the websites Acrobat detection may generate an error.

Update to the latest version of Adobe Acrobat.

(Note: please check with your systems administrator to determine if you have permission to download and install new software before making any changes.

Please refer to the "Check Your System" link in the top menu of the website for a link to download Adobe Acrobat Reader.)


Q) Where to I get the learning materials for the eSeminar.

A) All materials are available online as adobe PDF (Portable Document Format) documents. You can view them online with Adobe Acrobat or use Acrobat to print them out.

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Connections

Modems

Q) What kind of internet connection do I need to view an eSeminar.

A) eSeminars were designed to accommodate a dialup connection for a 56 Kb/s modem or better. We have designed for inefficiencies at this dialup connection speed, but there does need to be 35-40 Kb/s of actual bandwidth present for satisfactory streaming video transmission. Regrettably, 28 Kb/s is not going to produce a good viewing experience. For very poor connections the eSeminar can be set to "Audio Only" which eliminates the video and reduces bandwidth requirements.

Poor Connections
You may want to try at different times during the day (if possible), to see if there is a period of time in which less 'noise' is present on the phone line.

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Firewalls

General Streaming Video Information

1) Firewalls should not be set to block out streaming video file types ".wmv, .wma, .asf and .asx".

Unfortunately corporate firewalls restricting access to streaming media is an ongoing concern. This is ultimately an education issue for business as more and more streaming media becomes business oriented. At this point opening firewalls to streaming media must be done on a business by business basis. If a company desires to train employees with this method they will need to work with their system administrators to allow this media type through their firewalls.

Since home based internet connections are generally not behind firewalls this should not be a problem. If you have a home firewall and encounter this problem then check your documentation about allowing file types.

2) The seminar video streams over the HTTP port so if web browsing is allowed at your company then streaming video should be available.

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Sound

Q) Why can't hear anything while the video plays?

A) Please ensure that your system has a sound card. Since eSeminars incorporate streaming video with sound a sound card is required to get the full learning experience from the website.

A) Make sure that your audio is not "muted".

Checking that your audio is not "muted"
While the video is playing.
Double click the "Speaker Icon" in the lower right hand corner of your computers screen and make sure nothing is "muted" (ie no check marks in the boxes labelled mute).

Make sure the sliders are all set to a high enough volume (up is higher volume).

No Speaker Icon?
If the "Speaker Icon" is not there then ...
Click the "Start" button in the bottom left of your computers desktop (your computer screen).
Click "Settings / Control Panel".

Double click the "Sounds" icon.
Click the "Audio" tab.
Click the "Volume", "Settings" or "Properties" button to adjust your sound card settings.
(Note: your operating system and sound card settings may vary.)

Click the "Sounds" tab.
You can also click "Show volume control on the task bar" if you wish to use the first set of instructions above to get to your sound settings more easily.

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Video

Q) The system check does not tell me what my Windows Media Player version is.
How do I determine what version of Windows Media Player I have?

A) Depending on your browser the system check may not be able to determine your version of the Windows Media Player.

Determine your Windows Media Player version
Click the "Start" button in the bottom left of your computers desktop (your computer screen).
Click "Programs / Accessories / Entertainment / Windows Media Player".

Alternatively: click Start, click Run, type mplayer2, and then click OK.

(Note: If you do not have Windows Media Player in this location you may not have it on your system and will need to install it. Please refer to the "Check Your System" link in the top menu of the website for a link to download Windows Media Player.)

(Note: please check with your systems administrator to determine if you have permission to download and install new software before making any changes.)

When the Windows Media Player is displayed
Click "Help / About Windows Media Player" in the menu.
Your version of Windows Media Player needs to be Version 6.4 or above.


Q) Why does a window or page appear that says "Directory Listing Denied" in the video player window?

Q) Why do I get a script error in the video player window?

An error has occurred in the script on this page
Line 226
Char 3
Error: Object doesn't support this property or method.
Code 0

Q) Why do I get an object not found message in the video player window?
"HTTP/1.0 404 object not found"

A) This error occurs when you click a video player button before the video begins to play. The reason is that the video player hasn't finished initializing. Please wait for the video to play before accessing the video controls.


Q) Why do I get the message "Invalid File Format" in the video player window and no video appears?

A) You may have video disabled in your browser settings.

Enable video files in your browser

In Internet Explorer 4, 5 and 6
Click "Tools / Internet Options" in the browsers menu.
Click the "Advanced" tab.
Scroll down to the "Multimedia" section.
Ensure that "Play videos" or "Play Videos in Web Pages" is selected.
Click "Ok".

If this does not correct the problem you can install Internet Explorer 5.5 or higher as this bundle includes Windows Media Player and will install with the default browser settings that eSeminars are programmed for.

(Note: please check with your systems administrator to determine if you have permission to change your browser settings before making any changes.

Please refer to the "Check Your System" link in the top menu of the website for a link to download Internet Explorer.)

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Connection Problems While Playing Video

(courtesy of Microsoft with edits for eSeminar relevance)

Error C00D0029 Using Windows Media Player

Symptoms

While you are viewing multimedia content with Windows Media Player, one of the following error messages may appear:
The connection to the server has been lost. (Error=C00D0029)
Cannot open http://www. domainname.com/ filename. Please verify that the path and filename are correct and try again. (Error=C00D0029)

CAUSE

One of two problems may have occurred:

RESOLUTION

To resolve this issue, use the appropriate method:


Symptoms

When you attempt to open an audio file using Windows Media Player, you may receive one or more of the following error messages:

Cause

This issue can occur for either of the following reasons:

Resolution

To resolve this issue, verify your proxy settings are configured correctly, and verify your HTTP transport settings in Windows Media Player. To do this, follow these steps:

  1. In Media Player, click Options on the View menu, and then click the Advanced tab.
  2. Click Streaming Media (Windows Media), and then click Change.
  3. Under Protocols, click the appropriate configuration under the HTTP check box. If you click Use proxy, then you can click Configure Proxy Settings to change your proxy settings. If you do not know the correct proxy settings for your network, contact your network administrator and ask for the proxy hostname and port number.
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Solving Playback Problems (Courtesy of Microsoft)

Question:
Why won't content play?


Answer:

The server may be down, the file may not be in a supported format, the content may have been moved, or the URL to the content may be wrong. In some cases, network congestion may cause the player to time out; keep trying, or try again later when the network is less congested.

Question:
Why can I play content from some sites but not others?

Answer:

Your computer may be behind a firewall that has not had the appropriate ports opened for use with Netshow Services. However, if a server has HTTP streaming enabled, Windows Media Player can take advantage of its protocol rollover capabilities and receive the file through HTTP instead of the typical (and optimal) streaming protocols. This is why you can receive content from some sites but not others. For the best quality and consistent results, encourage your administrator to open the appropriate ports on the firewall to permit streaming. 
Other issues that might prevent you from being able to play the content include: The media may not be created in a supported format, Or you may not have access to the appropriate codec that is required to playback the file.

Question:
Content plays, but there are a lot of pauses and the player says "buffering."

Answer:

The player is most likely experiencing network congestion. This means that there is not enough available bandwidth to stream the selected file. When you are using a TCP connection, the data in the player's buffer is used to supplement the stream until the buffer is used up. Once the buffered data is gone, the player pauses, replenishes the buffer, and then resumes playing, using the new buffer to supplement the playback stream bandwidth. This cycle continues until network conditions improve. Try again when the network is less congested, or select content that is authored for lower bandwidths.

Question:
You can play media content in Media Player, but the quality is poor.

Answer:

Content that is served by Windows Media Technologies is created for specific bandwidth ranges. If the content is created for a 100-Kbps or 300-Kbps connection, but Internet traffic is heavy, the NetShow Services server starts to drop the frame rate (frames per second) to compensate for increased network congestion. This may cause the video to be jerky and uneven.

Try again when the connection is better, or make sure to select content that is targeted for the bandwidth that you have available. Even if your connection can handle higher bandwidth, playback may work better if you select a lower bandwidth during periods of heavy network traffic. You might want to try increasing the buffer for playing back streaming media.

The audio or video quality may also be poor because of the content creator's compression choices. To compress content for play over constrained-bandwidth networks such as the Internet, mathematical algorithms that are named "codecs" are applied to the content. The content creator's codec selection greatly influences the quality that you see or hear. For example, if the content creator prioritized audio quality over video quality or frame rate, you may enjoy the audio but be frustrated by the video.

To change the buffer setting, try these steps:

1.       Start Windows Media Player.

2.       On the Tools menu, click Options.

3.       In the Options dialog box, click the Performance tab.

4.       In the Network Buffering section, click Buffer and then add 30 seconds (60 seconds is the maximum). This may improve playback, but increasing the buffer causes the system to wait longer before starting to play streaming media while the player fills the buffer.

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Mac

Q) Can my Mac view eSeminars?

A) No, eSeminars use a Microsoft Windows Media Player 6.4 Active X object to play video and Microsoft does not provide an Active X object or plug-in in Internet Explorer for the Mac.

At this time, our eSeminars are designed for the PC Microsoft Windows platform (which includes Internet Explorer and Media Player, both Windows applications), This explains why Mac users are unable to view any of the demos.

We apologize for any inconvenience this may have caused Mac users. We sincerely appreciate interest in the eSeminars and encourage users to consider taking the eSeminar if they have access to a PC as Mac access is not planned at this time.

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Windows NT Users

To view seminars, we require that you have Window Media Player Series 9 installed on your computer. However, Windows Media Player Series 9 does not support Windows NT.

For Windows NT users, you MUST click on the Download Here! link below and download the patch called : Windows Media Video 9 VCM

Download Here!

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