Troubleshoot

 

 

 

 

 

 

 

 

 

 

 

Will TrOn run on any computer?

TrOn works with Internet Explorer 4, Safari, and Netscape 4 and above. Most of our learning modules also make use of interactive multimedia and as a result your computer will therefore require sound, and audio and video playing software such as windows media player. For optimal performance, it is also recommended you have flash player installed for the interactive activities, and adobe reader to view pdfs. See also:

 

 

I only see a blank area where an activity or graphic should be

Some TrOn modules contain interactive activities or graphics which depend on the Flash player plug-in to view them. If you see a blank area it suggests that you may not have Flash player installed on your computer. Flash player is a free from the Adobe website. Alternatively you may wish to view the HTML5 version or the non-interactive version which is also usually made available.

 

To check whether your computer already has Flash player installed:

http://www.adobe.com/software/flash/about/

 

To download and install Flash player from the Adobe website:

http://get.adobe.com/flashplayer/

 

More about required plug-ins for Trainees Online

 

It takes too long to open a page

There are several reasons as to why this is happening:

 

  1. You have too many browser windows open and running. This slows down your computer considerably. Please close down all windows except for TrOn and try again.

  2. Your internet speed is running slowly. If you are accessing the site from a wireless location (such as a café or train) it may be that there are too many users online and/or the connection is slow. We suggest you try again from a different location and/or computer or at a less busy time.

  3. Some of our pages contain more downloadable objects than others –perhaps a video or audio file. This combined with the above factors may also slow things down. If the problem persists try again at another time and if possible from another computer. If it continues to be a problem, please email us at tron@rcpsych.ac.uk with details of the page you are trying to open (e.g. Module name, section number and page number).

 

I cannot play the audio file / see the audio plugin

For our audio files we use NPAPI plugins, so you may be prompted to enable these on first use or after your browser has been updated. If this happens, click the link provided and follow the instructions.

 

If you are using the Chrome browser or an iOS device then you may not be able to play these types of audio files on any website, as NPAPI plugins are no longer supported. We are working on updating our audio format so that they will be compatible with all browsers, but in the meantime we recommend that you use an alternative browser (such as Internet Explorer) to play the audio clips, or read the associated transcripts that we provide on all pages containing audio.

 

If you continue to experience problems playing these types of plugins please contact tron@rcpsych.ac.uk

 

The audio is too quiet / There is no sound at all when I play the audio or video file

Ensure that your computer has audio and sound devices. You can check this in the Control panel of your computer.

 

Ensure that the volume is not on mute and is high. Check this by double-clicking on the audio icon in the bottom right of your screen.

 

Check the volume is not mute and up high

Your computer may also need to be connected to external speakers or headphones for the volume to be audible, particularly in a noisy place.

 

Vimeo video controlsWith video, check that the volume is sufficiently high using the video controls. The volume control is on the right hand side of the video player, next to the Expand screen button.

 

We also recommend you use headphones for optimal sound.

 

Ensure that your headphones are correctly connected to the headphones socket.

 

Reboot your computer if necessary. Failing that, if the volume of certain audio and video clips remains a problem, please let us know at tron@rcpsych.ac.uk or through the standard feedback form of the particular module or podcast.

 

 

The video does not play / There are problems with video performance

All our videos are hosted on an external server at http://www.vimeo.com/. Unfortunately sometimes this website may experience technical difficulties which impacts on the performance of our videos. If you have problems with the playing of the video we suggest you try again later. If you continue to experience problems however, please let us know (tron@rcpsych.ac.uk).

 

 

The video keeps stopping and starting making it difficult to watch

This is because the videos are streamed, i.e. they download a little ahead of what you're actually watching. If your internet connection is relatively slow, then the video is not being downloaded fast enough for continual viewing.
 
It helps to allow it to buffer the video first. Pause the video right at the start, wait for a few minutes (make some reflective notes or a cup of tea!) and then try again.
 
 

I click on a link but nothing seems to happen at all

I click on a link but get an error message

It is possible that the link is broken, or the page you were being directed to is out of date or there is a technical problem with one of the tests. It may look something like this:
 
The error message may look like this. Please contact us.
 
Please send us an email and we will endeavour to fix it immediately. We will need to know the page location i.e. the name of the module, the section number, page number, or the direct URL of the link.

Take a screen shot
 
  1. It might be helpful if you could take a screen shot of the error message you receive. To do this:

    Open the link so that the error message/error page is showing.
  2. Press PRINT SCREEN (or PRT SC) on your keyboard (usually on the top right-hand side). This will copy a view of your screen to the computer's clipboard.
  3. Paste this (Ctrl + V) into a word document or directly into an email.
  4. Send the email to tron@rcpsych.ac.uk

 

 

When I download a pdf (such as the Take-home notes) I get an 'Open with' message

This suggests you do not have Adobe reader installed on your computer and are not therefore able to read it.

 

To download Adobe Reader: http://get.adobe.com/uk/reader/

 

You will need to reboot your computer after installation.

 

 

To report an unresolved problem, please email us at tron@rcpsych.ac.uk

© 2017 Royal College of Psychiatrists