Technical Assistance

Below are solutions to the most common technical issues experienced by our students.

Possible Fix

Most of the time when users have trouble accessing their corporate homepage (www.safetyunlimited.com/mnemonic) it is because their browser has not interpreted the links given to it correctly. In this case, most errors occur in Internet Explorer 7 and above. This is also usually due to the browser not allowing Safety Unlimited to run a check for the user mnemonic. Since all of the corporate account mnemonics are dynamically loaded, your browser needs to allow Safety Unlimited to search for the mnemonic.

If you are using Internet Explorer 7 and above please do the following:

  • Go to the "Tools" Menu
  • Select "Internet Options" at the bottom
  • Once loaded, click on the "Advanced" tab on the top
  • About 20 check boxes down is a box labeled "Show Friendly Http Error Messages." Make sure this box is unchecked. Click "OK" and then try viewing your corporate homepage again.

Possible Fix

  • Make sure that the latest version of Adobe Reader or Adobe Acrobat Professional is installed on your machine. Our certificates are encoded for security purposes, and require at least Adobe Reader 7.0. If you are using a version of Adobe Reader or Adobe Acrobat Professional that is below version 7.0, then please download the latest version of Adobe Reader or upgrade Adobe Acrobat Professional. The latest version of Adobe Reader and Adobe Acrobat Professional, as of February 1st, 2009, is version 9.0.
  • Once the latest version of Adobe Reader has been installed, please log back into the system and try to print your certificate again. If you are still experiencing problems printing certificates through the web, please contact our support desk via email at support@safetyunlimited.com or telephone at 888-309-SAFE (7233). Our support team will try to assist you in printing off a certificate.

Answer

Please visit our System Requirements page to find the minimum software and browser requirements for using our online training.

Possible Fix

Clear your browser cache can solve many issue with course content not updating or functioning properly. Below are instructions on how to clear the cache for most browsers.

Internet Explorer

  • IE Edge
    • In the top right hand corner you'll see three dots in a horizontal line. Clicking here opens a drop down that reveals the settings option. Select 'Settings', then "Choose what to clear". You'll reach a screen that has you check off what you'd like to clear. It is recommended that you check off the first four boxes (Browsing History, Cookies and saved website data, Cached data and files, and Download history). Click 'Clear'.
    • Keyboard Shortcut: Control+Shift+Delete -> Select top three items -> Delete
  • Internet Explorer 9, 10, 11
    • In the top right hand corner you'll see a cog icon. Select the cog and go down to 'Internet Options'. Select 'Delete' (located under Browsing History) to bring up the Delete Browsing History window. Make sure the first three items are checked:
      • Preserve Favorites website data
      • Temporary Internet files and website files
      • Cookies and website Data
    • Then click 'Delete'
  • Internet Explorer 8
    1. Select Tools > Internet Options
    2. Click on the 'General' tab and then the 'Delete...' button.
    3. Make sure to uncheck 'Preserve Favorites website data' and check both 'Temporary Internet Files' and 'Cookies'
    4. Click 'Delete'
  • Internet Explorer 7
    1. Select Tools > Internet Options.
    2. Click on the 'General' tab and then the 'Delete...' button.
    3. Click on the 'Delete files...' button.
    4. Click the 'Yes' button.
    5. Click on the 'Delete cookies...' button.
    6. Click the 'Yes' button.

Safari

  • OS X
    1. Click Safari in the upper left hand side of your screen. In the menu that appears, click 'Preferences'.
    2. In the window that appears, click the Privacy tab. Click the button 'Remove All Website Data'...
    3. Click 'Remove Now' in the pop up window that appears.
  • iOS
    1. Launch the 'Settings' app from the Home screen of your iPhone or iPad.
    2. Scroll down and tap on 'Safari'.
    3. Now scroll all the way to the bottom and tap on 'Advanced'.
    4. Tap on 'Website Data'.
    5. Scroll to the bottom again and tap on 'Remove All Website Data'.
    6. Confirm one more time you'd like to delete all data.

Firefox

  • OS X
    1. In the menu bar, click on History > Clear Recent History.
    2. In the window that appears, click on the dropdown menu to the right of Time range to clear and select Everything. If necessary, expand the Details section and check both Cookies and Cache.
    3. Click Clear Now.
  • iOS
    1. Tap the tab icon at the top of the screen.
    2. Tap the Settings icon in the menu panel at the bottom of the screen. You might need to swipe to the next panel first.
      • If there is no icon, you might be on an older version of Firefox. Tap the cogwheel icon to open the Firefox Settings menu or update to the latest version through the App Store.
    3. In the Firefox Settings menu, under the Privacy section, tap Clear Private Data.
    4. Tap the switch next to the types of information you'd like to remove.
    5. In the Clear Everything dialog, tap Clear to clear all of your data including history.
  • Android
    • Open up Firefox and hit the Menu button on your phone. Then scroll down to Settings to Privacy, then Clear Private Data. Ensure that Cache is checked and hit Clear Data.

Chrome

  • Mac OS X
    • Open up the 'Chrome' menu, located right next to the Apple icon, and click on 'Clear Browsing Data'. Make sure that the 'Empty the Cache' option is selected and click 'Clear Browsing Data'. In the drop-down menu you can select how far back you want the data to be cleared. We suggest, 'The beginning of time'.
    • Keyboard Shortcut: Command+Shift+Delete
  • Windows
    • Click the 'Menu' button in Chrome. Go down to 'Settings' and select 'Show advanced settings'. With the Privacy section revealed, select 'Clear Browsing Data', then check 'Clear the cache', and click 'Clear browsing data'.
    • Keyboard Shortcut: Control+Shift+Delete
  • iOS
    • With Chrome open, click the 'Menu' button. Go to 'Settings' and select the 'Privacy' section. Under 'Clear Browsing Data', select 'Clear Cache', then click the 'Clear Cache' button.
  • Android
    • With Chrome open, click the 'Menu' button. Go to 'Settings' and select the 'Privacy' section. Under 'Clear Browsing Data', select 'Clear Cache', then click the 'Clear Cache' button.

Possible Fix

In rare cases, some users receive a blank screen after they click "Continue to secure payment" on the payment form. If the URL in the browser starts with "https://secure.linkpt.net...," then your payment has most likely gone through. If this is the case, then please contact our support desk via email at support@safetyunlimited.com or telephone at 888-309-SAFE (7233) and we will activate your course manually. Please do not go back and pay for the course again because it might cause the same situation.

If your page does not start with "https://secure.linkpt.net...," then your session variables may have expired. Please login again and try to pay for the course again. If, again, this does not work, then please contact our support desk.

Possible Fix

Our system has a session timeout of 90 minutes. What this means is that the system will automatically end your visit to Safety Unlimited, Inc. after 90 minutes of being inactive. To fix this issue, a user must go back to the student login and re-enter their user name and password. Please note that if you were in the middle of a test or section, then, upon re-logging in, you will need to redo that section or test. The 90-minute session expiration time is not a time limit allowed on the site at one time, but it is necessary for keeping the site less congested by logging out the people who have been idle for an extended period of time.

Contact Us

If you are still experiencing problems after attempting these solutions, please contact our 24-Hour support team.

888-309-SAFE (7233)


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