Help
Here you will find information about us and any issues you may be facing and how to resolve them
If having video playback or general issues
Click on the icon below to check your device for compatibility issues:
Contact details
Address:
OnLineTraining Ltd
4th Floor, Vantage Point
New England Road
Brighton BN1 4GW
United Kingdom
Telephone Numbers and Email:
Customer Services and Technical Help:
+44 (0)1273 900053
Training Support:
+44 (0)1273 900224
Registered office:
ONLINETRAINING LIMITED
17 Hove Park Villas
Hove, East Sussex BN3 6HH
United Kingdom
Office hours
Please note that office hours are between:
10:00 and 16:30 (GMT) - Monday to Friday
Excepting bank holidays and other public holidays. However support is offered 24/7 by email at support@oltinternational.net
Check your device is compatible
Click on the icon below to check your device for compatibility issues (Opens in new window).
Service report
No major issues reported.
Minor issue identified. If using an older Mac OS (e.g. El Capitan or Yosemite) and Chrome version 65.0.3325.181 or above, has issues on animations not appearing. Clicking anywhere will reveal them. We recommend using Safari browser instead until Chrome is fixed or upgrade your Mac to Sierra or higher.
Microsoft Internet Explorer 7, 8 and 9 Users
IE 7, 8 and 9 are now outdated browsers and may not support many of the features included on this web site. We are unable to support the IE 7 or 8 Web browsers and cannot guarantee that features will work if you are using them. We advise you strongly to upgrade to a different browser, IE 10 or later.
Please note that we are unable to offer technical phone support or help regarding issues with IE 7, IE 8 or IE 9.
Forgot your password or username? Can't log in?
Please click this link to retrieve your log in details.
Please note that we cannot offer phone support for forgotten log in details.
Change your email address
This can be changed once you have logged in. Your tutor can also do this for you. Once logged in click on Account.
Videos will not display on a school LAN
Video content is streamed. Occasionally streaming video content is disallowed on a local area network.
A local technician can change the proxy settings to enable streaming video. The addresses from which our videos stream are:
- vimeo.com
- *.vimeo.com
- *.vimeocdn.com
- *.akamaihd.net
- hopx.cedexis.com
Note the * wildcards!
Please supply this to the local technician who should then be able to allow the video to stream.
Flash issues (for Internet Explorer 9 or below only)
Flash is only used to play videos in Internet Explorer 9 or below.
Some browsers require Flash to be installed correctly, click to go to the Adobe Help page for help on flash issues.
You may need to uninstall Adobe Flash, then reinstall (Restart may be required).
Flash is generally deprecated, replaced by HTML5. Please upgrade to a newer browser version such as Internet Explorer 11 or Google Chrome.
Hardware Acceleration issues
If all above is working yet still cannot view videos, try disabling the GPU acceleration in your browser.
Click on the browser you're using to find out how:
To check your device for compatibility issues here.
Minimum system requirements
You must have
- An adequate internet connection speed (above 0.5 Mbps)
- PC OS Windows (Running a browser later than IE10) or MAC OS desktop, laptop device
- Web browser equivalent to or later than IE 10, Google Chrome or Firefox
- A sound card (to hear video)
- iPad/tablet device with internet browser
- Smart phone with internet browser
- Anti-virus software running latest databases
- If using a Local Area Network (LAN) then permission may be necessary to receive our auto email system and the system should be tested for compatibility before embarking on a course
- If using our built in email system an email client such as Outlook/Express or similar must be installed
Change text size/screen colour
You can alter the websites colour scheme to one more comfortable to you by selecting the accessibility icon located at the top of the page, then choose a colour scheme.
Accessibility icon.
To change text size and background colours in your browser please go to:
OnLineTraining Ltd can accept no responsibility for any external web site content. Here is another link to a FREE app that will help you adjust your computers screen colours. Screen Tinter Lite will change Microsoft Word's colour scheme automatically but you will need to take extra steps to make it work with Internet Explorer, Firefox or Adobe Reader.
Local computer issues
PLEASE NOTE: OnLineTraining Ltd is unable to resolve local issues with computer installations as a result of local computers/systems not performing to our minimum specifications. Please DO NOT ring our helpline for local issue resolution, contact your local IT support.
OnLineTraining Ltd does not endorse specific Web browsers and does not recommend one browser over another. While some common browsers are included in this page, mention of a specific browser does not imply endorsement or recommendation.
Minimum specifications:
- An adequate internet connection speed (above 0.5 Mbps)
- PC OS Windows (Running a browser later than IE10) or MAC OS desktop, laptop device
- Web browser equivalent to or later than IE 10, Google Chrome or Firefox
- A sound card (to hear video)
- iPad/tablet device with internet browser
- Smart phone with internet browser
- Anti-virus software running latest databases
- If using a Local Area Network (LAN) then permission may be necessary to receive our auto email system and the system should be tested for compatibility before embarking on a course
- If using our built in email system an email client such as Outlook/Express or similar must be installed
Browsers
OnLineTraining Ltd cannot resolve local computer issues caused by packet loss on a local area network or resolve local computer issues.
Check what browser you currently have by going to whatsmybrowser.org
You can freely download all browsers by following the links below:
Clear browser cache
Every web browser stores a cache of the websites you visit (e.g. HTML pages, images) to reduce bandwidth usage and server load. This is called the browser's cache. Clearing it occasionally can make some websites run smoother and free up space on your computer's hard drive if it's running low.
Since every browser is different, the following sections will outline the steps involved in clearing the cache for several popular web browsers.
February 27th is National Clear your Browser's Cache day; although you should do it more than once per year. Click on a link below to find out how to clear the cache for your browser (all links opens in new window):