Cisco E-Learning


Labs

Passwords

Challenges and Assessments

Course Navigation and User Interface

General

Videos

Certificate of Completion

Continuing Education (CE) Credits

Subscription and User Account

Exam



Labs

Q. How do I access a device or virtual machine in a Lab?

A. Click the device you want to access (located on the right side of the screen), and then click the Toggle Open the Device button.


Q. How can I copy/paste in the CLI screens?

A. Highlight the desired text and use Ctrl-C (or right-click and select Copy). Click the desired location and use Ctrl-V (or right-click and select Paste).

    Please note: When working on a Lab’s virtual machine, copying will only save the information to your local PC’s clipboard. You cannot paste the information into the virtual machine.


Q. Can I expand or resize the Lab’s virtual machine into a separate window?

A. If you are using Chrome or Firefox browsers you can expand the configuration windows by initializing the Lab, then going to the device window and clicking on the stacked rectangles (upper-right or bottom-left corner of the screen) where it says “Open in a New Window.” This will allow you to move and resize the windows. When using this feature, if you click outside of the device window, it will minimize it to the taskbar. For additional screen space, you can also collapse the Full Menu on the left side.


Q. Why do simulations (Labs that open instantly; immediate initialization) have limited functionality?

A. Simulations only understand what has been built into them. They require you to follow all steps precisely as instructed, without deviation. For example, if the simulation requires that you use the arrow keys instead of your mouse, or the login button should be clicked instead of using the keyboard’s Enter key, please do so. Cursor placement is equally important.

    Please note: Chrome and Firefox browsers offer the ability to pop out the device into a separate window, which enhances the user experience. When clicking outside the device window, the window will minimize to the taskbar.


Q. Why do Labs keep freezing, crashing, hanging or disconnecting?

A. Lab connectivity issues are often the result of poor wireless connections.

  • Test your wireless connection to Cisco labs with our speed test tool:
  • Allow time for devices to initialize.
  • Reboot your AP.
  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Try a hardline connection as labs can be sensitive (unlike movies that spool up over unstable connections).
  • Turn off Proxy Server Settings.
  • Websense and Symantec endpoint client: Configure the Websense proxy to allow WebSockets to the domain.
  • Antivirus: Disable HTTPS scanning on your antivirus software.

    For CLI Labs (no virtual machines; IOL), do the following:

  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Sign out of the course, re-launch it, and try again.
  • Sign out of the course, clear your cache/cookies, re-launch the course, and try again.


Q. Why are the devices or the device list not showing in the lab?

A. If devices are missing in labs, try the following:

  • Collapse the Full Menu (left sidebar) to give yourself more screen space.
  • Ensure your display resolution is set to either 1920x1080, 1366x768, or 1152x864.
  • Adjust your browser setting to a lower font magnification (start with 100%, then work your way down until the device is visible).

    Please note: The cursor defaults to the topmost device in the list, which is not necessarily the device that the lab step requires.


Q. An icon is not showing in the lab device. Why is it missing?

A. If icons are missing in your device, try the following:

  • If the lab device has a Change Resolution icon, use it to adjust the resolution on the device.
  • Collapse the Full Menu (left sidebar) to give yourself more screen space.
  • Ensure your display resolution is set to either 1920x1080, 1366x768, or 1152x864.
  • Adjust your browser setting to a lower magnification (start with 100%, then work your way down until the device is visible).


Q. Why did my device window open with a blank screen?

A. When device windows open with a blank screen (or as a tiny window before you pop it out in a separate window), it’s due to latency. Here are some things you can do to mitigate these problems:

  • Test your wireless connection to Cisco labs with our speed test tool:
  • Allow time for devices to initialize prior to proceeding.
  • Reboot your AP.
  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Try a hardline connection as labs can be sensitive (unlike movies that spool up over unstable connections).
  • Turn off Proxy Server Settings.
  • Websense and Symantec endpoint client: Configure the Websense proxy to allow WebSockets to the domain.
  • Antivirus: Disable HTTPS scanning on your antivirus software.
  • Try a different network (office vs home).


Q. Why do labs time out?

A. Labs time out after 70 minutes of inactivity or after 3 hours even when activity is detected.

    A warning will appear prior to disconnection stating "Are you still there?". It is not sufficient to dismiss the message. To reset the activity timer, access the Job Aid, Topology tab, or switch device tabs (if there is more than one). When a Virtual Machine (VM) device window becomes blank, close the VM window, then reopen it with the green "Toggle Open the Device" button. The device work will not be lost, but it will force the application to notice a reconnect and reset the inactivity timer, but you will still be logged off after 3 hours.


Q. My non-English keyboard will not perform Lab functions such as the pipe (|) symbol. What should I do?

A. There is a Change Keyboard Layout link above the Initialize button in the labs, which enables you to change the keyboard layout for several languages. Please ensure you chose the language that matches your keyboard. If your language isn’t listed in the Change Keyboard Layout link, please install the English locale and use the on-screen virtual keyboard:

    Windows: Within system settings select "Add a language", then select "English (United States)". Use the input selector to change between languages.

    Please Note: If the lab doesn't require the symbol that you're trying to enter, we do not support its functionality.

    Quick access to the on-screen keyboard:
  • Windows key + R to get the run box.
  • Type osk


Q. Can I save my progress on a Lab and return to it at a later time?

A. No. Your work cannot be saved because hardware pods are shared.


Q. What does it mean when “the lab is at full capacity”?

A. This message displays when all hardware pods are being utilized by current users. Try again at a later time. While waiting, step instructions and answers are displayed, even if initialization is not possible, so you can read through the lab processes.


Q. Excessive lag on Labs is causing key stroke repeats. How can I fix this?

A. If there is an excessive lag causing key stroke repeats, disable “Repeat Keys”.

    Windows: Go to Control panel > Keyboard to throttle repeat keys. Set the delay to as long as possible and leave the repeat semi-slow.
    Mac OSX: Go to Settings > Keyboard and adjust the "Key Repeat" and "Delay until Repeat" settings until the problem is resolved or minimized. If you have an older version of MacOS, you may have to upgrade to change these settings.
    Linux: Disable “Repeat Keys” or tune the threshold for repeat to much higher than the default.
    Ubuntu devices: Open the “Activities” overview, start typing Universal Access, click on Universal Access to open the panel, and (on the Keys tab) adjust the settings (and sliders, where applicable) for Sticky Keys, Slow Keys, and Bounce Keys to suitable levels.

    Please Note: Apply the change to the Lab device itself first, which must be done in each virtual machine you access and every time you start the Lab. If unsuccessful, apply the change to your local computer.


Q. How long do Labs take to initialize?

A. Labs typically load in less than 15 minutes unless otherwise indicated in the lab scenario. Labs that contain a lot of hardware can take up to an hour to load while appearing to be frozen at a certain percentage (e.g. 90%) as the hardware and configurations are finalized. Please be patient and let them continue to completion.


Q. The Lab initialized but the devices are not active. Why?

A. Please give each device a few seconds to initialize prior to accessing them. Once initialized, you may have to double-click on the device (or icons within the device) several times.


Q. Why did I receive an “ant” error?

A. This error can occur when there is a brief loss of connection or the grading server returned an error (which can occur as a result of clicking Submit before all devices and configurations are loaded). We apologize for any inconvenience and suggest signing out, relaunching the course, and trying again.


Q. Why did I receive an "albatross" error?

A. Challenges and Labs use WebSockets to connect to servers. This error is sometimes resolved by refreshing your browser page and trying again. However, if you continue to receive this message, it means you have a network issue or that your firewall or proxy won’t allow or support WebSockets.

    Recommendations

  • Turn off Proxy Server Settings
  • Websense and Symantec endpoint client: Configure the Websense proxy to allow WebSockets to the domain.
  • Antivirus: Disable HTTPS scanning on your antivirus software.
  • Firewall: Disable your firewall to see if it’s the problem.
  • Check with your IT department to see if there's a policy that can be enabled to properly support or allow WebSockets.


Q. Why won’t the Lab load or initialize even though the message states “Request to initialize lab has been sent”?

A. Please refresh your browser or sign out of the course, re-launch it, and try the Lab again.


Q. I lost my connection while working on a Lab. Do I have to perform all Tasks/Steps again?

A. Yes. If your connection drops during a Lab, you must start over because Lab configurations cannot be saved.


Q. Why does this message appear when opening the Lab device "Missing Key Missing Key-Pair-Id query parameter or cookie value"?

A. Some types of labs are automatically set with a cookie when you open the lab. This error is due to an inactive session (timeout or inactivity).

    Recommendations

  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Turn off Proxy Server Settings.
  • Websense and Symantec endpoint client: Configure the Websense proxy to allow WebSockets to the domain.
  • Antivirus: Disable HTTPS scanning on your antivirus software.
  • Firewall: Disable your firewall to see if it’s the problem.
  • Browser plugins: Disable them.
  • Cookies: Ensure cookies are not being blocked from ondemandlearning and *.certsite.net.


Q. Why am I receiving an "Access Denied" message in a Practice Activity or Simulation lab?

A. If you are receiving this message, here are some recommendations to resolve it:

  • Ensure that *.certsite.net is on your browser's “allow” list.
  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Clear your cache and cookies, sign out, sign back in.
  • Your browser may be blocking third-party cookies.

    To disable this blocking in Chrome:
       1. Visit chrome://settings/content/cookies in Chrome.
       2. Make sure the switch for "Block third-party cookies" is turned off.
       3. Restart Chrome and launch the site again.

    To disable this blocking in Firefox:
       1. Visit about:preferences#privacy in Firefox.
       2. Make sure the box for "Third-party cookies" is unchecked.
       3. Restart Firefox and launch the site again.


Q. The ip nat command freezes the lab. Why?

A. As indicated in the Note in the lab, this command is known to freeze everything for 3 to 5 minutes even on a real router. Please be patient and allow the command to complete.


Q. I finished the Lab. How can I move on?

A. Challenge Labs

    After completing a Challenge Lab, click Submit.
  • If all Tasks/Steps turned green, you completed the Lab successfully. Click the forward arrow to complete the assessment.
  • If some Tasks/Steps are red, the Lab has not been completed successfully. You can try again by correcting any mistakes, then clicking Submit again. Repeat until all Tasks/Steps are green.

    Discovery Labs

    Discovery labs are not graded, and do not count toward course completion or certificates. To see if you have completed a lab, you can evaluate your lab against the success criteria (e.g. “the packets will be allowed”, “the user will/will not be allowed to connect”, “the devices have EIGRP adjacency”, etc.) as they are only meant to provide guided practice. After completing a Discovery Lab, simply click Next Page or click on the next topic within the Table of Contents to move forward. Discovery Labs do not have a Submit button as they are not graded.


Q. Do I have to stay on the page where the lab is initializing so that I can launch it before it times out?

A. No. You can set your browser to send you a notification when the lab is ready, so you don’t have to watch the initialization screen. Once set, you’ll receive a pop-up in the bottom-right corner of your computer screen indicating your lab is ready to launch, no matter what you are doing on your computer.

    Browser Setup

       1. Go to your browser’s Settings.
       2. Search for Notifications.
       3. Set it to Allow for ondemandlearning.cisco.com.


Q. How do I complete Graded Labs, and how are they graded?

A. Only labs within Challenge topics are graded. Ensure all of your command configurations have been entered exactly as they are displayed in the Show Me button instructions for all Tasks/Steps. Although there are various ways a task can be performed, Labs only recognizes one solution per its instructions.

    Example: Entering “sh” instead of “show” in the command line may not work (unless it’s indicated as such in the Show Me button instructions).

    Recommendations

  • Follow the instructions and enter the commands exactly as indicated
  • Review the Topology, Hints, and Job Aids
  • Click Submit to access the Show Me button, which provides the exact steps required to complete the Lab with explanations
  • Allow time for the devices and configurations to load before clicking Submit
  • Make sure you’re using the correct device indicated in the instructions
  • Ensure all work has been completed correctly as some Tasks/Steps are dependent on previous Tasks/Steps
  • The order of configuration entries is important for Lab success
  • If there was a disruption in your online connection (even if it went unnoticed), some work might have been lost
  • Review recordings of completed Labs (if available) found in the Lab Listing section (Full Menu)
  • Study groups are available online, where you can interact with your peers, ask questions, and see answers to their questions: https://learningnetwork.cisco.com/s/communities


Q. What are the differences between Graded Labs, Non-Graded Labs, Challenge Labs, Discovery Labs, and Practice Labs?

A. Graded Labs, also referred to as Challenge Labs, are located within the Challenge topic at the end of a section. Not all Challenges have Labs. Those that do, require the Lab(s) to be completed successfully in order to earn a medal for that section. A medal in every section is required in order to obtain a Certificate of Completion.

    Non-Graded Labs, also referred to as Discovery Labs, introduce new concepts prior to being tested. These Labs are not graded and will not award medals.

    Practice Labs (not available in all courses) help you practice the concepts introduced in Discovery Labs. These Labs are not graded and will not award medals.

    To see a full list of Graded, Discovery, and Practice Labs, go to the Full Menu and select Lab Listing.


Q. Why do some Graded Challenge Labs not contain Tasks or Steps? They appear to be missing.

A. In some Graded Challenge Labs, the scenario text presents sufficient information to determine what must be performed. You can complete the Lab with only the scenario text. If you are having difficulty, try the following:

  • Click Submit to show the Tasks/Steps
  • Allow time for the devices and configurations to load before clicking Submit
  • Click Show Me in the Tasks/Steps to see the solutions


Q. Why are Virtual machine screens blurry and difficult to read?

A. There are several factors at play here which can include device, device settings, browser, drivers, etc.

    Recommendations

    Scaling

  • Close your browser.
  • On your desktop, right-click and choose Display Settings.
  • Ensure the Scale and Layout is set to 100% or less.
  • Open your browser and start the lab.
    • If you have multiple displays, try with just one primary display (laptop display only, not a monitor). Make sure that scaling is disabled on the proper monitor. Windows cannot handle multiple displays with different scaling.

    Drivers

  • If your Scale and Layout is already set to 100%, check to see if you have a driver that offers scaling services, such as the NVIDIA card, which scales up 'to fit' and might need to be disabled.

    • Zoom

  • Use the browser's zoom feature instead of scaling.
  • Try scaling the desktop device inside the lab itself.
  • When in the lab, you can do the same thing that you'd do on your desktop to adjust the scaling and make it bigger. Determine if there is a combination that works best for your setup such as scaling 125% native and scaling 125% remote.



Passwords

Q. What is the password?

A. If the device's password is not referenced in the Step's instructions, refer to the Job Aid tab on the upper-right corner of the page.


Q. Why isn’t the password working?

A. There could be several reasons:

  • Check the Job Aid for the correct password if it's not indicated in the Lab instructions.
  • Use the Shift key for uppercase letters, not the CapsLock key.
  • Use the numbers above the letters on your keyboard instead of the numeric keypad.
  • There might be latency or lag that is not seen because the password isn't displayed. Disable “Repeat Keys” as follows:
    • Windows: Go to Control panel > Keyboard to throttle repeat keys. Set the delay to as long as possible and leave the repeat semi-slow.
    • Mac OSX: Go to Settings > Keyboard and adjust the "Key Repeat" and "Delay until Repeat" settings until the problem is resolved or minimized.
    • Linux: Disable “Repeat Keys” or tune the threshold for repeat to much higher than the default.
    • Ubuntu devices: Open the “Activities” overview, start typing Universal Access, click on Universal Access to open the panel, and (on the Typing tab or on the Keys tab) adjust the settings (and sliders, where applicable) for Sticky Keys, Slow Keys, and Bounce Keys to suitable levels.

    Please note: Apply the change to the Lab device itself first, which must be done in each virtual machine you access and every time you start the Lab. If unsuccessful, apply the change to your local computer.



Challenges and Assessments

Q. Why did a "Disconnected” message display when I tried to access a Challenge or Lab?

A. This is indicative of a network problem and often appears at large companies or government institutions.

  • Please click on this link: https://socketsbay.com/test-websockets
  • Click 'Connect' on the page and then 'Send' to see if you can send/receive Websockets messages.
    • If Websockets show as DISCONNECTED, please contact your IT department and ask them to allow Websocket connections.
    • If Websockets show as CONNECTED, please sign out, clear your cache and cookies, re-launch the course, and try again.

    Recommendations:

  • Test your connection to Cisco labs with our speed test tool:
  • Allow time for devices to initialize.
  • Reboot your AP.
  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Try a hardline connection as labs can be sensitive (unlike movies that spool up over unstable connections)
  • Turn off Proxy Server Settings
  • Websense and Symantec endpoint client: Configure the Websense proxy to allow WebSockets to the domain.
  • Antivirus: Disable HTTPS scanning on your antivirus software.


Q. I can’t complete the Challenge because the system is not accepting answers to the questions. Why?

A. There has been a disruption in your connection. Please refresh the page and try again.


Q. What score is required to earn a Bronze, Silver, or Gold medal?

A. At the beginning of each Challenge, there is a landing page outlining what scores are required for Bronze, Silver, or Gold medals.


Q. Why didn’t I receive a medal when I scored 70% or higher?

A. If the assessment includes a Challenge Lab, the Lab must be completed successfully in order to receive a medal. When assessments have fewer than 7 questions, all questions must be answered correctly to obtain a medal.


Q. Can I retake a Challenge (Assessment)?

A. Yes. At the end of the Challenge, click Retake Assessment.


Q. Why won't the Challenge topic and its questions load?

A. This can occur when using Internet Explorer as your browser. Please switch to Chrome or Firefox.


Q. How do I perform the matching questions?

A. If you’re on an iPad, the matching questions require that you use the arrows to maneuver the choices. If you’re not on an iPad, you can just drag and drop them. Either way, you have to work from the top down or from the bottom up because movement of one choice displaces the rest of them.


Q. How can I find answers to Summary Challenge assessments and the Final Exam?

A. You can find answers to the assessments and final exam:

    Summary Challenge

    In order to see which questions you answered correctly, click the Review Your Results button on the Challenge Results page. This will cycle through the assessment questions indicating which were "Correct" or "Incorrect", so you'll know which topics to return to for further study. Answers are not supplied.

    Final Exam

    The practice exam is designed to mimic the final exam experience, so we do not supply answers. However, on the Score Report page there is a breakdown by section indicating which areas you did well in and which areas need work.


Q. How can I earn medals and achievements, and how can they be accessed?

A. Medals and achievements can be viewed from the Full Menu under Medals & Achievements.

    Medals (Bronze, Silver, and Gold) can be earned by successfully completing a Challenge (typically found at the end of each section). In order to obtain your Certificate of Completion, you must earn a Bronze medal or higher on all Challenges.

    Achievements are not required but can be earned for completing various functions and tasks throughout the course.




Course Navigation and User Interface

Q. How can I search for content throughout the course? Is there a search function?

A. You can search course content with the magnifying glass search feature located in the top right-hand corner of the screen.


Q. Can I increase image size as I am unable to see the details?

A. Image size cannot be increased within the course; however, most Internet browsers allow you to zoom into a page or have a magnify option within the settings menu.


Q. Can I highlight or select text within the course?

A. No; however, you can create bookmarks by clicking on the bookmark icon at the top of the topic pages to save it to your bookmarks list (which can be accessed anytime by clicking Bookmarks within the Full Menu). Notes can be added to each bookmark if desired.


Q. How can I create a bookmark?

A. Click on the bookmark icon at the top of the topic page. This saves the page in your bookmarks list, which can be accessed any time by clicking Bookmarks within the Full Menu.


Q. What is the Leaderboard and how can I view or track my progress?

A. Progress can be viewed by clicking Leaderboard within the Full Menu. Your rank is based on total medals earned. You appear as “Anonymous” until you add a display name by clicking Settings within the Full Menu, adding a display name, and saving the settings. If you wish to appear on the global leaderboard, be sure to select Add me to the global leaderboard prior to saving.


Q. How can I access the course Glossary?

A. The course Glossary is located in the Full Menu and is searchable from anywhere in the course through the use of the magnifying glass search feature on the top right-hand corner of the screen.


Q. Why did I receive an "Achievement Unlocked" message?

A. This message appears each time you successfully complete an achievement. To see all the medals and achievements you have earned, navigate to the Medals & Achievements page within the Full Menu.


Q. How can I create a Gravatar or add a picture to my account?

A. You can create your Gravator by doing the following:

    1. Go to http://en.gravatar.com/ and create an account using the same email address you used for the course.
    2. Return to the course and click Settings within the Full Menu.
    3. Associate the email address in the Gravatar account with the email address in the Settings area.
    4. Click Save Settings

    Please note: If you linked a photo to your Gravatar account, it'll appear on the Leaderboard.


Q. Why was I was kicked out of the browser when I pressed Ctrl-W?

A. Ctrl-W is a Windows function that closes browser windows.




General

Q. Which browser should I use?

A. We recommend using Chrome or Firefox as they offer the ability to pop out lab devices into separate windows.


Q. Can I download or print a hardcopy of the course content? Can I obtain the content in a Word, PDF, or EPUB File?

A. Cisco subscription-based all-digital courses are optimized for online viewing with integrated Labs and videos. Course content cannot be printed, downloaded, or accessed in any other format.


Q. Can I access the course through my mobile device or cell phone? Will this course work with my Android, Apple or another mobile device?

A. Although courses can function on tablets (with the exception of the iPad Mini), they have been optimized for use on standard PCs or laptops, which provide the best user experience. Cell phones are not supported at this time.


Q. How long will it take to complete the course?

A. Course duration is different for everyone as it depends on the skill level of the user and what course is being taken.


Q. I need help. Is there an online support forum?

A. Study groups are located online: https://learningnetwork.cisco.com/s/communities


Q. When does my course expire?

A. Course expiration dates can be located on your purchase order or on the screen from where you launch the course.


Q. If my course expires (or is soon to expire) and I renew it, will my progress be lost?

A. Your progress is not lost. You will carry on from where you left off; however, if you already earned your certificate for this course, the certificate will always have the date of the original completion.


Q. Why isn't the acronym expanded or defined?

A. We don’t often expand acronyms beyond their first mention since it would be repetitive. For expansions and definitions of acronyms, you can use the Search feature in the upper right corner of any page. The first result will always be the definition in the Glossary.


Q. Why is APIC-EM not loading in my lab?

A. For labs with APIC-EM, please wait for 15-20 minutes after the lab initializes. APIC-EM could be accessible in 10 minutes but the additional services within APIC may need more time. These services are necessary to discover the devices in the lab.


Q. I'm taking the self-paced e-learning course. How can I get information on instructor-led training?

A. https://learninglocator.cloudapps.cisco.com/#/home


Q. Why was I kicked out of the course after receiving a message stating content was updated?

A. This message indicates Cisco has updated the course’s content. You can access the updated version by clicking OK; however, this action will kick you out of the course and require that you sign back in. If you are in the middle of working on a task, we recommend clicking Cancel. The content will be updated the next time you refresh your browser or navigate to a new page.




Videos

Q. Why are videos freezing, buffering, or jittering?

A. This can occur when the AWS network or server that is closest to you is temporarily down or has very heavy traffic. Refresh your browser or try again at a later time.


Q. Can I adjust video playback speeds to make the video slower or faster?

A. Yes, video playback speed can be adjusted between 0.5x and 2x by clicking 1x within the video menu toolbar.


Q. The video is difficult to hear and I can’t understand the narrator; what can I do?

A. We apologize for the inconvenience and have provided two solutions:

  • Click Open Transcript on the video menu bar to read along with the narrator and skip directly to parts of the video by clicking on the desired word.
  • Click the closed captioning (cc) icon on the video menu toolbar to turn on subtitles


Q. Why does this message appear when I try to watch a video: “The media could not be loaded, either because the server or network failed or because the format is not supported.”?

A. Please ensure you have a strong Internet connection.

    At a minimum, ensure that *.certsite.net is on your browser's “allow” list.

    If this is occurring in isolation, please do the following:

  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Sign out of the course, re-launch it, and try again.
  • Sign out of the course, clear your cache/cookies, re-launch the course, and try again.

    If this is occurring with every video and/or image, then your firewall is likely blocking them. To determine if your firewall is the problem, click this link.

  • If you can’t access the link, it means there’s a firewall/network blocking problem.
  • If you can access the HTML, but the images and videos don’t display, it means your client is having problems with the authenticated URLs.
  • If you can access the HTML and images, but the video doesn’t play, it means your browser/OS cannot decode MP4 videos or utilize the video player.

    Technical information:

  • Videos are encoded in MP4 format with CBR using H.264 codec. Audio is encoded in AAC.
  • The media is MP4 800Kbps FBR 30 fps 720p video with AAC 16bit 44.1khz audio (or comparable formats).
  • We don’t use Adobe Flash—it’s HTML5. The TCP port is the typical SSL/HTTPS port 443.

    If this is occurring in isolation, your server or network may be down. We apologize for the inconvenience and recommend you come back at a later time.


Q. Why did the video abort with this message? "The media playback was aborted due to a corruption problem or because the media uses features the browser did not support."

A. If you receive this error, please try the following:

  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Sign out of the course, re-launch it, and try again.
  • Sign out of the course, clear your cache/cookies, re-launch the course, and try again.


Q. Why isn't the audio playing?

A. There could be several reasons:

  • Check your computer volume.
  • Ensure nothing (such as headphones) is plugged into an audio port.
  • Check the video's volume bar as it might have been muted.
  • Make sure that there are no blocks on your browser's “general site settings".
  • At a minimum, ensure that *.certsite.net is on your browser's “allow” list.
  • Refresh your browser and ensure it is up to date or try using an alternative one (Chrome or Firefox).
  • Sign out of the course, re-launch it, and try again.
  • Sign out of the course, clear your cache/cookies, re-launch the course, and try again.
  • You might also want to try it on a different browser (Chrome vs. Firefox).


Q. Do I need to watch all of the videos and read all of the topic text to complete the course? Is it mandatory to watch all videos?

A. Videos and topic text contain different information. You are advised to watch all videos and read all topic text in order to fully comprehend the subject matter.




Certificate of Completion

Q. How can I obtain a Certificate of Completion, and where is it located?

A. You must earn a medal in every Challenge, or pass the Final Exam, whichever testing method the course contains.

    The Certificate of Completion will either be located on the:

  • Wrap Up page, which is activated and displayed at the top of the Full Menu (left sidebar) upon successful completion of all Challenges.
  • Score Report page if you successfully passed the Final Exam (or all Summary Challenges).

    You can print the Certificate of Completion (which is a downloadable PDF file). Please be sure to disable any pop-up blockers prior to downloading.


Q. Why can't I find the Wrap Up page?

A. If you've earned a medal in every Challenge but don't see the Wrap Up banner, please refresh your browser page, or sign out and sign back in. Make sure that the left sidebar is expanded. The Wrap Up banner will display above the Table of Contents.


Q. Why won’t my Certificate print?

A. Please be sure to disable any pop-up blockers prior to downloading. Your computer may be blocking PDF files or downloads. Check your computer and browser settings or try on a different device.


Q. How can I change my name on my Certificate?

A. Within the Full Menu, click Settings, change your name in the Display Name field, and click Save Settings. Return to the certificate and download it again.

    Please Note: If the course contains a Final Exam, the name you enter in the Full Name field on the Begin Assessment page will appear on your Certificate. If you entered the wrong name, re-take the assessment and ensure that the name entered in this field is correct before re-starting the exam.




Continuing Education (CE) Credits

Q. How do I apply for Continuing Education (CE) credits?

A. Follow the steps below:

  • Go to https://ce.cisco.com
  • Attach the PDF of your Certificate of Completion
  • Make sure to fill in the Certificate ID (found at the bottom right of the certificate)
  • Submit your CE request

Q. How do I know what my enrollment date is for Continuing Education (CE) credits?

A. If you are unsure of the enrollment date, enter the date on which you first launched the course.


Q. When should I submit for Continuing Education (CE) credits?

A. Submit for your credit when you complete the course. They stay in the bank until you've got enough credit.




Subscription and User Account

Q. How long do I have access to the course and the Labs within the course?

A. Labs are available for the length of your course subscription.


Q. Can I reset the course and start over?

A. No.


Q. Is there a time limit for the Trial (Demo)?

A. There is no expiration on registration to the trial versions. Access is capped not in time, but by the fact that only a select number of sections are unlocked within the content.




Exam

Q. Can I pass the exam by studying only the information found within this course?

A. While it is possible to pass the final exam using only the information found within this course, we recommend combining it with other learning materials, including:



Q. What is the cost of the exam? How do I schedule (or reschedule) the exam?

A. Please open a case online via our Certification Online Support tool at  www.cisco.com/go/certsupport.


Q. Can I get an exam voucher?

A. Please open a case at https://certsupport.cisco.com.