2009/01/16
   
 
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On these pages you will find the answers to Frequently Asked Questions (FAQs) regarding NetLearning courses.
If you don't find the same or similar question that you have among these FAQs, please contact the following.

NetLearning Learning Center support@netlearning.co.jp

*Emailed questions are received on weekdays from 9:00 a.m. until 6:00 p.m. Emails received after 6:00 p.m. will usually be handled the next business day.

*Click here for the services available on non-business days.
Our non-business days are Saturdays, Sundays, national holidays and year-end through New Year holidays (Dec. 29 to Jan. 3).




?General Questions
Q. I've forgotten my username and/or password.
Q. I would like to change my registered email address.
Q. Do you have any courses eligible for the Educational Training Benefit?
Q. What services are available on non-business days?
?Course application Questions
Q. What are the differences in the application process between corporate customers and individual customers?
Q. I haven't received confirmation of my payment.
Q. Can you issue a receipt for my payment?
Q. What is your cancellation policy?
?Course-related Questions
Q. I don't know how to login.
Q. How can I logout?
Q. Can I access the history of pages even if I use different computers (e.g. at home or office)?
Q. Can I change the font size?
Q. Can I take the course overseas?
Q. What hardware and software do I need to take NetLearning courses?
Q. Are the courses available for Mac users?
Q. Does the length of the standard learning time and the course duration differ?
Q. What is an Access Term?
Q. What is a tutor?
Q. Can I choose my tutor?
Q. Can I store and print out the course materials?
Q. Can I take prep tests offline?
Q. Will I be provided with CDs and textbooks?
?Errors while taking the course
Q. I can’t login.
Q. Nothing appears on the page I am viewing.
Q. An error message appears on the page I am working on and I can’t seem to start the lesson.
Q. The name of the course I am taking does not appear in the "Study Room".
Q. What should I do if the sound won’t play?
Q. The animations don’t move.
Q. Odd letters, numbers or characters appear in the radar chart.
Q. The Browser stopped while I was studying.
?About the completion of the course
Q. What is required to complete a course?
Q. Will certificates be issued?
Q. Certificate button does not appear.


? General Questions

Q I’ve forgotten my username and/or password
A Please contact our Learning Center (mailto:support@netlearning.co.jp) with the following information.
* In the Subject line, please type the following"Reissuing of password". Then, in your email, please include the following:
  • Your name
  • Your registered email address
  • The name of your company (Not necessary if you are studying on your own.)
  • The course you enrolled in


Q I would like to change my registered email address.
A Please contact our Learning Center (mailto:support@netlearning.co.jp) with the following information.
We will contact you at the registered email address.
*In the Subject line, please title your email as"Changing email address"
  • Your name
  • Your username
  • Your present registered email address
  • Your new email address
  • The course you enrolled in


Q Do you have any courses eligible for the Educational Training Benefit?
A Some of the courses are eligible for the Educational Training Benefit system.
Click here for more information about the eligible courses and the requirements to receive the benefit.


Q What services are available on non-business days?
A Click here for the services available on non-business days. NetLearning's hours of operation are 9:00 a.m. to 6:00 p.m. on weekdays.
Our non-business days are Saturdays, Sundays, national holidays and year-end through New Year holidays (Dec. 29 through Jan. 3).

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? Course application Questions

Q What are the differences in the application process between corporate customers and individual customers?
A [Corporate customers]
Please be sure you agree to our policy on "the handling of private information," corporate contract clauses and terms of use before filling out the Application Form for Corporate Customers.
Once all the required documents are received, allow a minimum of two full business days for your course to start. (* It may take longer depending on the nature of your request.)
Your course fee will be charged to your company. The billing cut-off date is the end of the month and the payment is due at the end of the following month.
Corporate customers can monitor their students' progresses and scores.

[Individual customers]
Please be sure you agree to our policy on the handling of private information and terms of use before filling out the Application Form for Individual Customers.
Your course fee will be charged to you. Once your payment is confirmed, allow a minimum of two full business days for your course to start. Payment can be made by either bank transfer or credit card.
*For some of the courses with campaign prices, credit card payments may not be accepted.


Q I haven't received confirmation of my payment.
A You can start the course in three business days after we confirm your payment. We will issue your user ID and password, which are required to access your lessons, one business day before the course starts (in two business days after your payment is confirmed). Please note that we will not contact you prior to the issuance of your ID and password.
Also, in the event you made payment outside the operating hours of the bank, credit card company or NetLearning, your payment may not be confirmed until the next business day.


Q Can you issue a receipt for my payment?
A No. We do not issue receipts.
Please use the bank transfer slip if paying at the bank, the account activity statement if paying via the Internet or the credit card statement if paying by credit card.


Q What is your cancellation policy?
A If it is within 7 days after the course has started and if you haven't gone through one-third (1/3) of the entire course, you can still cancel and receive a full refund of the fee paid in accordance with our cancellation policy. Under any other circumstances, fees are absolutely non-refundable.
Please note that you shall be responsible for the bank fee incurred in the refund process.

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?Course-related Questions

Q I don’t know how to login.
A Please do the following.
  1. Visit NetLearning's homepage at (http://www.netlearning.co.jp/hojin/index_eng.html)
  2. Click on the “Student Login” button in the upper left hand corner, which will link to user ID and password page.
  3. Fill them in and click on the Login button.
  4. Then the “Study room” with the name of the course you have enrolled in will appear.
    * Please note that the name of the course will not appear before the course starts.
  5. By clicking the “Course Study” button next to the course title, you can start your course.
    *If you see the [MSG] sign on the left side of the course title, it means that you are taking a course with a tutor and there is a message from the tutor. Clicking on the [MSG] sign will enable you to read the message.
*As for detailed information on how to proceed with your studies, please refer to “Guidance” by clicking the button.
( There are some courses in which “Guidance” is not available. )

Q How do I logout?
A Since there is no logout button, simply closing the browser will logout the user.

Q Can I access the history of pages even I use different computers (e.g. at home and office)?
A As long as you have a computer capable of connecting to the Internet, you can login wherever you are. Also you can access your learning records, test scores, etc.
However depending on the provider you are using and configuration of the proxy server and filtering, there will be some occasions when they are inaccessible. As for the hardware and software specifications for taking NetLearning courses, please refer here.

Q Can I change the font size?
A The font size in the lesson screens is fixed for optimal usage, but if you wish to change it, please do the following.
  1. If you are using Internet Explorer, by using the menu at the top of the browser, choose ”Tools”> “Internet Options” >“General” Tab, and then select the “Accessibility” button found at the lower right hand corner of the dialog.
  2. If nothing is marked in the dialog box, then put a check mark on: “Ignore font sizes specified on Web Pages". Click on the “OK” button, select “OK” in the “Internet Option” page, and close the dialog box.
  3. Then again go to the menu at the top of the browser, choose ”Tools”> “View” >“Font” Tab then select the font size you want.

*Please keep in mind that changing the font size may cause aberrations in line feed and column setting.

Q Can I take the course overseas?
A Wherever you are domestically or internationally, it is possible to access NetLearning's courses. However depending on the provider you are using and configuration of proxy server and filtering, there are some occasions when they will be inaccessible. Also you need a browser which is capable of displaying Japanese characters.

Q What hardware and software do I need for taking NetLearning courses?
A Please click here for information on hardware and software.

Q Are the courses available for Mac users?
A We cannot guarantee performance on Mac OS. Although it is possible to run our courseware on a Mac, you may encounter unexpected problems with the program and NetLearning cannot be held responsible or liable for such problems.
Please check system requirements before applying for a course.

Q Does the length of the standard learning time and the course duration differ?
A The standard learning time is the rough guideline of time required to complete the course, which will be posted in the “Course information” menu in the course pages.
The course duration is the length of time during which you can access the learning materials. You will not be able to access these after the expiration of the course’s duration(*). The course duration is posted below the course title in the “Study room”.

*The Information Technology Series have a 6 month “Access Term” after the course duration expires which allows you to access the contents of the course. For detailed information, please refer to the following section named "What is an Access Term?"

Q What is an Access Term?
A This is the period of time that you are allowed to access the contents of the courses even after the course duration expires. The following courses have this special service: Information Technology Series, Code of Behavior Series, Basic Information Technology Engineer Test Preparation Series, and Microsoft NET Series.
The Access Term, as well as the course duration, is shown below the course title in the “Study room”.
    (What is not available during the access term)
  • Answering the tests and exercises
  • Writing to Tutor Hotline (Tutor Hotline is available only with the courses with Tutor Service.)

Q What is a tutor?
A A tutor is an instructor who scores your exercises and answers your questions during the course.
You can contact your instructor one to one through Tutor Hotline. During the course duration you can contact him/her as many times as you wish.

** Tutor services are not available in some courses.

Q Can I choose my tutor?
A You cannot choose your own tutor. However, all of our tutors are professional with expert knowledge of the contents of their assigned courses and they can give clear-cut answers to your questions. Since one tutor will teach you on a one-to-one basis throughout the course, your tutor can be more attuned to your specific needs.

Q Can I print out the course materials?
A Basically no.
Depending on your browser, printer, and the version of your printer’s driver, you may be able to print the materials by changing the setup of Save Page and Page Setup. However, no support will be given on this matter.

** In some courses a PDF file with the summary of the courses is available. You can download and print PDF files to make use for your study.

Q Can I take the prep test offline.
A If you are online through a dial-up, you can work offline after the test appears on the monitor. Sending the answers and seeing the results requires being on-line.

Q Will I be provided with CDs and textbooks?
A NetLearning provides you with all course materials through the Internet. CDs and printed textbooks will not be provided.


? Errors while taking the course

Q I can’t login.
A If you get the message “Your user ID or password is invalid”,
then please check to see the following and then fill in your user ID and password again.
  • ensure that your input mode is in English
  • check to see that you haven’t mistakenly entered the letter “o” instead of the number “0” or the letter “I” and the number “1”
  • In case you entered your user ID or password by using “Copy and Paste”, check that you didn’t copy them while inadvertently including a blank space.
In case the login page does not appear on the screen after clicking on the “Learner’s Login” button
  1. Please check the setup of your browser as follows. First, visit the following URL to see if the Login page appears:
    https://www.netlearning.co.jp/NS/course/default.aspx?lang=en
  2. If you are using Internet Explorer, using the menu system at the top of the browser, choose “Tools”>“Internet Option”>“Advanced” and check mark the following dialog boxes, “Use SSL 2.0” and “Use SSL 3.0”. Select “OK”.
  3. Furthermore, choose “Tools”> “Internet Option”> “Security” and click on the “Trusted sites” to add Net Learning's homepage address (https://www.netlearning.co.jp/)
  4. If the Internet connection is through proxy, please do as follows. Using the menu system at the top of Internet Explorer, choose “Tools”>“Internet Option”> “Connection”>“LAN Settings”>“Advanced” and confirm if the dialog box “Use the same proxy server for all protocol” has a check mark in the box. If there isn’t one, please check mark it.
  5. After going through all these steps, close Internet Explorer and restart it.Then visit the login page( https://www.netlearning.co.jp/NS/course/default.aspx?lang=en )to login. ** If the computer you are using is connected to the LAN in the office, changing of the browser setup is likely to be restricted in order not to display illicit sites. So if you are taking NetLearning course(s) using a company computer, make sure to confirm the network conditions and contact the network administrator of your company before you change the above mentioned setup.
* In case you still cannot login after having changed the setup:
as already mentioned, with the computer connected to a LAN in your office you may not be able to access certain web pages due to the setup of proxy, firewall, and filtering software.
If this is the case, you need to check with your company’s network administrator.Please provide him/her the following information.
  • From when could you not login
  • If you can access other homepages
  • If you can login from other computers
  • If you can login from your home computer or others

Q Nothing appears on the page I am viewing.
A Please do the following.
  1. Internet On Internet Explorer, using the menu system at the top of the browser, go to “Tools”> “Internet Option”> “Security” and click on “Trusted sites” to add Net Learning's URL( http://www.netlearning.co.jp/hojin/index_eng.html ).
  2. Again go to “Tools”> “Internet Option”>“General” Tab, and click on “Internet Temporary File” and select the “Delete File” button. Once the file is deleted, click on the “OK” button and close the dialog.
  3. Having gone through the two steps mentioned above, close the browser and restart it. If your Internet Explorer is not the newest version, please download it. (Please refer here for information on how to download software.

Q An error message appears on the page I am working on and I can’t seem to start the lesson.
A In order to provide you with a smooth and comfortable learning environment, NetLearning undergoes server maintenance during the following hours.
We apologize for the inconvenience, but please refrain from logging-on during these hours. We appreciate your understanding.

  Server Maintenance hours  Daily from 5:30 a.m. to 6:30 a.m.

If error messages appear at other hours, please send an email to Net Learning Learning Center (support@netlearning.co.jp) with the following information:
Errors might temporarily occur due to network problems. So just in case, try updating or rebooting.
  • The browser you are using and its version (1*)
  • The place of study (your home, office, others)
  • The error massages you receive(2*)
  • The time and day errors occurred
1*To find the version of your browser, select the “Help” button from the menu and click on “Version Information (A)” in case of Internet Explorer, and in case of Netscape Navigator simply click “About Communicator(A)”

2*Please let us know what error messages you got and in what occasions.

Q The name of the course I am taking does not appear in the “Study Room.”
A The course title won’t be posted until the course starts.

Q What should I do if the sound won’t play?
A Please check the following one at a time:
  • Check to see if sounds play at other sites.
  • Check that you have a Flash Player (5.0 or higher) installed. Sometimes, sounds won’t play properly with Flash Player 4.0 or earlier.
    (You can check the version of your Flash Player on the NetLearning's page which introduces our courses.)
    Adobe You can download Adobe Flash Player free of charge at the following site: Adobe Flash Player Download Site
    Adobe Flash Player Download site
    • Check if the volume control is set at 0 or mute level.
    • If your computer has external speakers, check to see if they are turned on.
    • Also ensure that it is connected to the LINE OUT terminal post of the computer or speakers.
    • If the computer has a headphone terminal post, connect the headphone to it to hear sound.
    • If you are using Internet Explorer, go to “Tools” > “Internet Options” >”Security” and highlight the ”Trusted sites” icon. Then click on “Sites” and in the space provided as “Add this site to the zone” fill in NetLearning ‘s URL and click on the “Add” button. In the dialog box “This zone needs all the servers’ confirmation” near the bottom of the page, put a check mark in the box.
    • Then choose the “Tools” > “Internet Options” >”Security” and highlight ”Internet” icon. Next, click on “Customize the Level” and check to see if the dialog box “Activate” under the item of “Active X Control and Plug in” has a check mark.

Q The animations don’t move.
A Please check the following one at a time:
  • Check to see if animations move at other sites.
  • Check that you have a Flash Player (5.0 or higher) installed. There are some cases when animations won’t move properly with Flash Player 4.0 or earlier.
    (You can check the version of your Flash Player on the NetLearning's page which introduces our courses. )
    You can download Adobe Flash Player free of charge at the following site.
    Adobe Flash Player Download Site

Q Odd letters, numbers or characters appear in the radar chart.
A Check which version of Adobe Flash Player is installed. If version 6,0,47,0 is installed, odd letters, numbers or characters may appear in the radar chart. If this applies to you, install the latest version from the Adobe Flash Player Download Site. on the NetLearning's page which introduces our courses.
Adobe Flash Player Download Site


Q The Browser stopped while I was studying.
A If the browser you are using is Internet Explorer 6.0 (SP1), there are cases when the browser does not respond while viewing.
Please visit the following page to download the program to correct the problem.
>>Microsoft® Download Site
(Internet Explorer 6 SP1 Update : Sometimes when Internet Explorer demands many objects, it stops responding.)

If the problem is still unsolved after installing the program, or if you are using another browser, please provide us with the following information and send an email to NetLearning Learning Center(support@netlearning.co.jp)
  • The browser you are using and its version (*)
  • The place of study (your home, office, others)
  • The time and day errors occurred
*To find the version of your browser, select the “Help” button from the menu and click on “Version Information (A)” in case of Internet Explorer and in case of Netscape Navigator simply by clicking “About Communicator(A)”


?About the completion of the course

Q What is required to complete the course?
A The requirement for the completion of NetLearning courses is as follows:
  1. Having completed and sent in all the answers of tests and exercises. (In the case of exercises, your tutor has finished scoring them.)
  2. Having responded (finished filling in and sending) a course review questionnaire at the end of the course.
Please keep in mind that each company has a different standard of completion. If you are not sure about it, it would be best for you to contact the person in charge of the training program.

** For preparation courses for certification examinations and TOEIC® TEST series we, at this stage, do not have the completion standards, as their sole objectives is to do exercises to prepare for the actual tests.

Q Will certificates be issued?
A After completion of all the tests, exercises and course review questionnaires, your certificate will be issued.
Once you complete the course, the “Completion” button will appear in the Study Room.
During and after the course duration you can display it as many time as you want to. It also can be printed.
In order to display the certificate you need to have Adobe Flash Player installed. This plug-in software can be installed free of charge at the following site.
Adobe Flash Player Download Site
*The standard of completion and how the certificate is issued vary from one company to another. It would be best to contact the person in charge of this matter.

Q Certificate button does not appear.
A In case you are taking preparation courses for certification examinations and TOEIC® TEST series,
the certificate will not be issued.The objectives of those types of courses is to do exercises to prepare for the actual tests. Therefore the completion standard, at this stage, has not been set up yet.
In case your company has its own standard of completion:
If this is the case, the chances are that your certificate will be emailed in an attached file from NetLearning Learning Center. So if the “Completion” button is not posted in the Study Room after you completed the course with a certificate, please contact the person in charge of the training program of your company about this matter.

*Adobe Flash Player and TOEIC® TEST in the above are the registered trademarks of each company.
 
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