Help

General Information

What is the minimum hardware specification?

The e-learning will run on a basic hardware specification, although the faster your computer, the better the content will run. We recommend the following specifications:

  • Processor: 1 GHz or faster
  • RAM: 512MB or higher
  • Screen Resolution: 1024x768 monitor display size
  • Audio: 16 bit audio; speakers or headphones are required
  • Video: 16 bit graphics
  • Input Devices: Keyboard and Mouse
  • Network Connection: Broadband or LAN at 512 kbit/s

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What software do I need to view the training?

The e-learning will work with most popular operating systems and browsers, though it has been specifically designed to work with the following:

Operating systems

  • Windows XP
  • Windows Vista
  • Windows 7
  • Mac OSX 10.4 and 10.5

Browsers:

  • Internet Explorer 8 & 9
  • Firefox 3 (latest version)
  • Safari (latest version)
  • Google Chrome (latest version)

Players and plug-ins:

  • Adobe Flash Player - we recommend updating to the latest version
  • Adobe Acrobat Reader 6 or higher to view PDF resources

To download the latest version of the Flash player, visit the site linked below:

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

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I am a Learner

I’m having problems logging in

You can reset your login details by clicking on the Forgotten your username or password? link on the front of site. Please enter the email address associated to your account into the ‘Email address’ field and click ‘Search’. This will generate an email to be sent out to you with a new access code. Please check your junk/spam folder if you are unable to locate this email.

If you are still experiencing issues, please contact your primary sponsor who would have set you up on the system.

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I can't change my password

If you are having difficulty changing your password, please make sure that it contains at least 8 characters in total as well as 1 digit, 1 lower case letter and 1 upper case letter.

The change password screen will have a "Save changes" button. If you do not see this, like in the screenshot below, you will need to update your browser to a newer version. The compatible browsers are listed in the "What software do I need to view the training?" section above.

Change Password Screen

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How do I access the content?

After logging into the site, you will see the courses you are currently enrolled in beneath the welcome message. Select the course title to access the learning content’s launch page.

If you receive a message stating ‘You cannot enrol yourself onto this course’ please speak to you Sponsor and inform them that they have not associated or enrolled you onto the course when your account was uploaded to the site.

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I'm enrolled on the wrong course

If you find you are enrolled on the wrong course please contact your sponsor.

If you need access to DWWP, please contact IPBusinessSystemsSupport@networkrail.co.uk, with your name and email address, and include “DWWP Moodle access” in the subject.

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I can’t launch the course

If nothing happens when you attempt to launch a course your browser’s pop-up blocker or a toolbar may be stopping the window from opening.

To override the most common pop-up blockers, please follow these steps, the instructions may vary depending on what version of the browser you are using:

Internet Explorer:

To turn off the pop-up blocker:

  • Go to the ‘Tools’ menu select the ‘Privacy’ tab and locate ‘Pop-Up Blocker’
  • Please then make sure that ‘Turn on Pop-up Blocker’ is NOT ticked.

You may wish to continue to use the pop-up blocker when viewing other sites. To turn off the blocker for the just the e-learning site:

  1. Go to the 'Tools' menu select the ‘Privacy’ tab and locate 'Pop-up blocker'
  2. Select 'Pop-up blocker settings'
  3. Enter the site web address (https://elearning.networkrail.co.uk/) into the 'Address of website to allow' text field
  4. Click 'Add' and then 'OK' to close the window.

Firefox:

To turn off the pop-up blocker:

  1. Go to the 'Firefox' menu and select 'Options'
  2. Select the 'Content' tab
  3. Un-tick the 'Block popup windows' check box

If you wish to continue using the pop-up blocker for other sites:

  1. Go to the 'Firefox' menu and select 'Options'
  2. Select the 'Content' tab
  3. Click on the 'Exceptions' button next to the 'Block popup windows' check box
  4. Enter the site web address (https://elearning.networkrail.co.uk/) into the 'Address of website to allow' text field
  5. Click 'Enable'
  6. Select 'Close' and then 'OK'.

Safari:

For Safari turning the pop-up blocker on or off will affect all websites, not just this one. To turn the feature off:

  1. Go to the 'Edit' menu, or ‘Preferences’ if you are using an Apple OS.
  2. If there is a tick next to the 'Block pop-up windows' option pop-up blocking is enabled - click to disable

Google Chrome:

  1. Click the ‘Tools’ icon in the top right hand corner of the browser.
  2. Select the ‘Settings’ option near the bottom of the list.
  3. Click ‘Show advanced settings’ at the bottom of the ‘Settings’ tab.
  4. Under 'Privacy' choose ‘Content Settings…’.
  5. A pop-up window will then appear, scroll down until you reach ‘Pop-ups’ and make sure that ‘Allow all sites to show pop-ups’ is selected and click ‘Done’

Google Toolbar:

To let a pop-up through on a one-time basis, press and hold the "Ctrl" key as you click on a link.

The Google pop-up blocker can also remember certain sites and allow them to launch pop-up windows. This will allow you to have pop-up blocker enabled for all other web sites that are not listed as exceptions.

To add the site to your list of permitted sites, point your web browser to the home page. Once you are on this page, click on the pop-up blocker button in the Google Toolbar. When you do so, the pop-up blocker button will change to notify you that pop-ups are now allowed from the site that you are currently viewing.

To completely disable the pop-up blocker, click the "Options" button in the Google Toolbar and un-check the checkbox next to "Pop-up Blocker" in the "Navigation" section.

If you do not see an "Options" button on the Google Toolbar, click on the Google logo button and select "Options…" from the resulting drop-down menu.

Yahoo Toolbar:

  1. Press and hold the "Ctrl" key while clicking a link to override Pop-Up Blocker and allow any pop-up windows resulting from the click.
  2. Turn off Pop-Up Blocker by clicking on the Pop-Up Blocker menu and un-checking the "Enable Pop-Up Blocker" option.
  3. Add the source of the pop-up window to your "Allowed List" by clicking the Pop-Up Blocker menu and selecting "Always Allow Pop-Ups From...” Then select the site from the "Sources of Recently Blocked Pop-Ups" list and click "Allow."

AOL Toolbar:

  1. Click "Settings" on the AOL toolbar.
  2. Click "Pop-Ups" in the "Essentials" tab.
  3. In the "Web Pop-Ups" tab of the "Pop-Up Control Settings" window, select "Allow Web pop-ups from these sites" from the available options.
  4. Enter "website address" and click "Add". Click "Save".

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I still can’t launch the course

In order to launch the course content, you need to have JavaScript enabled. This should be enabled by default, but if you need to change your settings, please follow these steps, be aware that the instructions may vary depending on what version of the browser you are using:

To Enable JavaScript

Internet Explorer:

  1. Go to the 'Tools' menu and select 'Internet Options'
  2. Select the 'Security' tab
  3. If the security level is set to 'Medium-high' or lower JavaScript will already be enabled.
  4. If the security level is set to 'Custom' click on the 'Custom level' button, scroll down to the 'scripting' section and enable 'Active scripting'

Firefox

  1. Go to the 'Firefox' menu and select 'Options'
  2. Select the 'Content' tab
  3. Make sure the 'Enable JavaScript' check box is ticked

Safari

  1. Go to the 'Edit' menu and select 'Preferences'
  2. Select the 'Security' tab
  3. Make sure the 'Enable JavaScript' check box is ticked.

Google Chrome

  1. Click the ‘Tools’ icon in the top right hand corner of the browser.
  2. Select the ‘Settings’ option near the bottom of the list.
  3. Click ‘Show advanced settings’ at the bottom of the ‘Settings’ tab.
  4. Under 'Privacy' choose ‘Content Settings…’.
  5. A pop-up window will then appear, scroll down until you reach ‘JavaScript’ and make sure that Allow all sites to run JavaScript’ is selected and click ‘Done’

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I can’t view the course after launching

If the course content is not displayed, the most likely reason is that you do not have the Flash Player plug-in installed, or you may have an older version of Adobe Flash Player installed. If this is the case, a message will displayed in the browser window instructing you to visit the Flash Player download page at http://www.adobe.com/products/Flashplayer/ to download the latest version. We recommend that you always have the latest version of the player installed.

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The course has loaded but I cannot find a ‘next’ or ‘continue’ button

The first thing to try is to press the F11 key with the course window open – this removes the frame of the browser, displaying more of the screen’s active area. To restore your browser’s frame, press F11 again.

The course is designed to run at a resolution of 1024 x 768 or higher. If you are running the course at a lower resolution, you may find that you are unable to view all of the content displayed on screen. If you are using a netbook or a laptop to access the course, you are likely to encounter this issue. Once you have set your screen resolution to the correct setting, you will find the ‘next’ or ‘continue’ button will be visible in the lower right hand corner of the screen. Please be aware that you will also need to make sure that you are not above 100% within the zoom settings of your browser to view the entire e-learning window. For the majority of browsers you can change this setting by holding down the ‘Ctrl’ key and press ‘-‘ to zoom out of your browser window.

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I'm having problems watching the videos within the eLearning

A stable Internet connection is required for the videos to display correctly. A video may appear outside of the frame until it has fully downloaded. If you leave the window open, the video should correct itself after a few minutes.

If you are still experiencing issues, please follow the instructions listed here to clear you browser cache. After these steps have been completed, you will need to close down your browser and navigate back to the eLearning.

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I have completed the course but the status is showing as 'Not completed'

If you have completed the course but this is not appearing for you, your progress may not have recorded correctly. This is most commonly caused by a dropped Internet connection or by exiting the course incorrectly.

If there is an 'Exit' button within the course window, you must make sure you use it to close the eLearning. If you find that your progress has still not recorded correctly, you can click back through any pages that you have already seen until you return to the correct page.

Please note: The ICI e-learning does not need to be marked as completed for you to continue with the final assessment at an assessment center. The e-learning is for your knowledge only.

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The site has said I’ve lost connection to the Moodle – what does this mean?

Of the hundreds of people completing the course on a daily basis, a small percentage may experience a tracking/communication problem. It is not just a problem for this site; this is happening on most e- learning projects worldwide - but is rarely talked about. We understand that this may be small consolation if you are one of the people who has spent a lot of time and has been unable to access the course.

The reason is a break in communication between the course and the Learning Management System (LMS). When you exit the course at the end of your session, it passes information back to the Learning Management System about your progress. If you lose your internet connection, it cannot pass this information back.

So, if you have had this problem, please let the Service Desk know the following information:

  1. The course name
  2. How long were you logged on? (Please be aware that you should not leave the e-learning unattended for a significant amount of time.)
  3. What browser and version are you using: Internet Explorer 8; Firefox 27 etc.
  4. What is the operating system on your PC?
  5. Do you have a wireless connection (which can be problematic) or hardwired, or do you use a USB adaptor?
  6. Anything else you observed that you think might be significant

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I am a Sponsor

I'm unsure how to use the eLearning system

If you are a sponsor and you are unsure how to upload users to the site, check whether a user has passed the e-learning or have any other queries regarding your role please download and read the below user guide.

Sponsor Manager User Guide.

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I'm having problems with the new Sentinel login

New Sentinel went live on 25 September 2013. If you are having problems accessing the Sentinel system or are not sure how to use it, please visit the Sentinel website at https://www.railsentinel.co.uk/ 

Please note that Sentinel is a separate system to the Network Rail e-learning system (which you are looking at now) and the e-learning Service Desk will not be able to answer your Sentinel queries. Please visit the Sentinel website for answers to Frequently Asked Questions, and where to go if you need technical support.

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I'm a new sponsor and need access to the eLearning system

If you are a new sponsor, please click here to email your details through to us for authorisation.

Alternatively, you can manually send a request across to the Service Desk providing the details below:

Company Name:
Site ID Number:
RISQS ID:
Primary Company Contacts:
Sponsor Login Username:

Once the request has been recieved, we will authorise the details through Sentinel and set up your account.

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I need to create a new sponsor account

If you are already a sponsor on the site and need another sponsor account to be created for your organisation please upload the user as you would for someone who was going to undertake an e-learning course. Please then email the Service Desk with a request to provide the user in question with sponsor permissions on the site.

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I am having issues uploading learners to the eLearning system

The upload process is clearly outlined in the sponsor user guide, with visual step-by-step instructions to follow.

A video has also been created to guide you though the process of uploading a learner to the system:

If there are any errors on the upload document, it will not process successfully. Before proceeding, make the following double-checks:

  • Have you copied and pasted your sponsor details directly from the List of Sponsors?
  • Have your learners all got unique email addresses?
  • Have you typed their email addresses correctly?
  • Are the email addresses in lower case? If there are any capital letters, it will not work.
  • Are there any spaces in the email address? Check at the start and end of the email address: you may not notice them but if they are there the upload will fail.

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I am getting a 'Duplicate address' warning when trying to upload a learner

In order to update an existing account, you need to change the settings during the upload process.

Please reprocess the upload document using the below settings, and this should update the account:

Update existing users

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My learner has not received their welcome email

The welcome email is automatically sent out when an account has been created. If you are sure the email address used was correct, it is possible that the mail was filtered in to spam. Please ask the learner to check their spam folder for this.

Alternatively, you would have specified the username and password in the upload document so you can manually supply the learner with their log in details.

Please note: A welcome email is only sent out when a new account is created, not when additional courses are added to an existing account.

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I need to reset a learners password

Unfortunately, the Service Desk can no longer reset passwords.

A learner can reset their own password by clicking on the Forgotten your username or password? link on the front of site. This will generate a new email to be sent out to them with a link to follow. If this has not been received, it is possible the email provider may be blocking these or they have been filtered in to spam.

If this has happened, or they are still experiencing issues, as a sponsor you have the ability to overwrite the learners password. To do this, you will need to re-upload them using a blank upload document, as if they were a new user. Please process the upload and choose the below settings to update an existing account:

Change Password Upload

Once this has been done, you will see a confirmation screen which confirms this have been updated.

You can then attempt to log in with the new details to test they work and will need to forward these on to the learner.

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I am a Trainer

I am unsure how to use the eLearning system

If you are a PTS trainer and are unsure how to check whether a user has passed the e-learning or have any other queries regarding your role please download and read the below user guide.

Training Manager User Guide.

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I’m still having difficulty using the site.

If you are experiencing technical difficulties after following the above instructions, please contact the Service Desk by 'clicking here' and filling in the issue form. This process collects technical information about your computer that will allow the team to investigate your issue quickly.

If you need to speak to someone regarding your technical difficulties, please note the opening hours and various contact details below:

Monday to Friday (9am to 5:30pm) - Use our online formemail us or call 08456 080 058. 
Saturday (9am to 5:30pm) - Use our online form or email us.

Please note, the Service Desk is closed on bank holidays and the week between Christmas and New Year.

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Last modified: 27/02/18, 11:59