Tech support - FAQs

Mac and PC Problems and Solutions

Please choose one of the following:

Mac Users of VTC Online University

PC Users of VTC Online University

Mac CD Users

PC CD Users

Administrating an Account

Mac Users of VTC Online University

The following are the two ways of viewing our Online University.

For both methods of viewing, you must be connected to your Internet Service Provider (ISP) and have QuickTime 6 or higher installed. Click here to install QuickTime.



Mac VTC Player


The VTC Player is a standalone player and does not require you to use a web browser. However, you must be connected to your ISP.

Please view the help movie before downloading the VTC Player.

To download a Mac version of the player, click on one of the following links.

Mac OS X VTC Player

Mac OS 9 VTC Player

Once the VTC Player is clicked, download it to your desktop. You will need a form of StuffIt Expander to unstuff the player.

Download StuffIt Expander

Please view the help movie before downloading the VTC Player.

* To play a movie within the VTC Player, make sure that you double click on a movie link, or highlight a link and click the PLAY button on the right of the VTC Player. Clicking the QuickTime icon only checks the movie off as previously viewed.

It is important for users to log out of the VTC website if using the VTC Player in conjunction with the website. If a user logs into the website and then tries to log in via the VTC Player, the user may get a message indicating that someone else is already logged in using that username and password.



You may view our Online University via a web browser.

Firefox

Internet Explorer

Netscape

Opera

Safari

Enable cookies within your browser window.

To enable cookies within your web browser, consult the help section of the browser application and do a search for cookies.

* Mac OS X Panther users of Internet Explorer should note that we have encountered issues with Internet Explorer where it suddenly changes QuickTime file associations. Users receive the following message:

"You do not have the plug-in needed to view the video/quicktime type information on this page. To get the plug-in now, click View Plug-in Page."

Restoring defaults on MIME settings within QuickTime does not remedy the issue. You must do the following:

1. Within Internet Explorer, open up Preferences.

2. On the left side, open Receiving Files and click on the File Helpers bullet.

3. On the right side, click QuickTime Plugin.plugin (the extension to the right will read .mov and MIME type will be video/quicktime) and click the Change button.

4. In the Handling section, under the How to handle drop down, choose View with Plug-in.

5. In the Handling section, under the Plug-in name drop down, choose QuickTime Plugin.plugin.

6. Click OK.

* If the audio disappears, or your browser crashes while clicking to fast forward within a movie, let the movie fully load to your system and instead try clicking and dragging on the scroll bar to desired sections. If the problem persists, switch to a different browser, or use the VTC Player to view movies.



Have you deleted your cache lately?

Delete your web browser's cache if you have a problem viewing web content from VTC.

Deleting cache via Safari:

1. Open Safari
2. Highlight Safari on the menu bar and select Empty Cache.

* You may select Reset Safari to clear cache, cookies, history, and Downloads window.

Deleting cache via Internet Explorer:

1. Click on Preferences.
2. Click Web Browser on the left.
3. Click on the Advanced button.
4. Click the Empty Now button within Cache.
5. Click the OK button.

* You may want to delete your cookies as well if deleting just your cache does not work.



Is QuickTime running properly?

QuickTime 6, or higher, is a required element for streaming content via the Online University, or VTC Player.

Download QuickTime 7

* If you are running 10.1.5 and cannot upgrade your OS, download QuickTime here.

* If you wish to revert from QuickTime 7 to 6.5.2 click here.

* Other versions of QuickTime may be downloaded here as well.

To properly install QuickTime, choose 'Minimum' for Installation type. You do not have to supply a registration number for a minimum installation. Leave the MIME settings to their default setting.

* Changing default file associations within the MIME settings may result in the inability to play VTC movies. Microsoft Media Player and Real Player cannot be substituted for QuickTime when playing VTC movies. To revert file associations back to QuickTime default settings do the following:

1. Double-click the QuickTime icon.
2. In the menu, navigate to Preferences and select QuickTime Preferences.
3. Choose Browser Plug-in within QuickTime settings.
4. Click on MIME Settings.
5. Click the Use Defaults button at the bottom.
6. Close OK and close window.

* If you wish to update your current version of QuickTime:

1. Open System Properties.
2. Double-click the QuickTime icon.
3. Choose Update Check within QuickTime settings.
4. Click the Update button.
5. Check the box Check for Updates Automatically if you want to automatically check for QuickTime updates.
6. Close the Window.

* To update your version of OS X:

1. Open System Preferences.
2. Click Software Update.
3. Click the Check Now button.
4. Click Install to install the necessary components.
5. Follow the on-screen instructions to finish the install.



Firewalls, Routers and Security Issues

QuickTime streaming may be interrupted by firewalls.



Error messages using the VTC Player with software based firewalls:

1. "You are not connected to the Internet. Please quit the application, connect, and start again."

2. "We have been unable to authenticate your username and password, and cannot play this movie. Please accept our apologies".

3. VTC Player hangs on "Connecting to Server."

Please make sure that you have downloaded the latest version of the VTC Player.

If you have a router or software based firewall in place---Norton, McAfee, ZoneAlarm, Tiny Firewall, Brickhouse, etc.---make sure your firewall or router settings are open to the following:

1. VTC Player and QuickTime Player

2. *.vtc.com

3. ports 80 and 3306

4. TCP

5. Grant incoming and outgoing or to and from access to the following IP addresses:

66.160.128.70
66.160.128.73
66.160.128.75
66.160.128.76
66.160.128.80
66.160.128.81
66.160.128.82
66.160.128.94

If you have a Linksys router, click here.

If you have a Netgear router, click here.

* Norton Internet Security 2004 users may also need to do the following:

1. Open Norton Internet Security Professional.
2. Click on the Options drop down menu and choose Norton Internet Security.
3. With the Norton Internet Security Options window open, click the Firewall tab.
4. Within the HTTP port list section, highlight port 80 and click Remove.
5. Click OK.



Error message using the VTC website with software based firewalls:

Window hangs on "Loading movie" and or, your browser crashes.

If you have a router or software based firewall in place---Norton, McAfee, ZoneAlarm, Tiny Firewall, Brickhouse, etc.---make sure your firewall or router settings are open to the following:

1. QuickTime Player

2. *.vtc.com

3. ports 80 and 3306

4. TCP

5. Grant incoming and outgoing or to and from access to the following IP addresses:

66.160.128.70
66.160.128.73
66.160.128.75
66.160.128.76
66.160.128.80
66.160.128.81
66.160.128.82
66.160.128.94

If you have a Linksys router, click here.

If you have a Netgear router, click here.



For additional information regarding firewalls and proxy settings, click

QuickTime and Firewalls

Ad Blocking using Norton Internet Security

To create a rule to Ad Block using Norton Internet Security click here.



Security Zone parameters set within Internex Explorer can block VTC content

1. If you are at our website trying to choose a country and you can't enter our Login Page

2. If you click on a link on our website and nothing happens:

Please do the following to modify security zone parameters if using Internet Explorer:

1. Launch Internet Explorer.
2. Open Preferences.
3. Click Web Browser and click Security Zones.
4. Click on the drop down menu and choose Trusted Sites Zone.
5. Set the security level for the zone to medium.
6. Click on the Add sites tab.
7. Click on Add.
8. Type *.vtc.com and click OK to add the entry.
9. Click OK again to close the window.

If using a different web browser, consult the help section for security setup instructions.



VTC Player gives permission error when trying to launch the VTC Player

Make sure that the user account has permission granted to the VTC Player if application limitations are set within System Preferences. When added, the VTC Player will not appear in Applications; it will appear in Other.



VTC Player gives "Unable to write preferences file" message

The Mac VTC Player places the necessary files within your Library/Preferences folder. Make sure that the folder has Read/Write access for the designated user account.



Mac CD Users

QuickTime 6 does not work with older VTC Players running on an OS 9 Operating System.

If a CD freezes when playing movies, simply download the latest VTC Player, or revert your QuickTime back to the version that came with your CD.

Mac OS X VTC Player

Mac OS 9 VTC Player

The VTC Player comes with a help movie for viewing.

* To play a movie within the VTC Player, make sure that you double click on a movie link, or highlight a link and click the PLAY button on the right of the VTC Player. Clicking the QuickTime icon only checks the movie off as previously viewed.



"Error loading movie Preferences 3.5."

This message pops up every once in awhile the first time accessing the VTC Player. Simply click the OK button.



Virtual Memory

In some extreme cases, it may be necessary to turn the Virtual Memory OFF on an OS 9 system. This is a rarity and should be the last option explored.

To locate Virtual Memory on your system, go to your Apple menu. Click on Control Panel and in the Memory area, set Virtual Memory to OFF.



Older CDs (pre-2000) do not work with new VTC Player

You will need a patch to play movies from the CD. All movies will play in Classic (OS 9) mode.

E-mail us for the VTC Patch and be sure to include within the e-mail the CD giving you the problem and the date it was purchased.



PC Users of VTC Online University

The following are ways of viewing our Online University.

For both methods of viewing, you must be connected to your Internet Service Provider (ISP) and have QuickTime 6 or higher installed. Click here to install QuickTime.



PC VTC Player

The VTC Player is a standalone player that does not require
users to use a web browser. However, users must be connected to an ISP for it to function properly.

Please watch the help movie before downloading the VTC Player.

To download the PC version of the player, click on the following link.

VTC PC Player

Once the VTC Player is clicked, save it to your desktop.

The file will be called VTC Player.zip and you will need to unzip this file using WinZip, or other decompression software.

Click on the link below for a trial version of WinZip.

Get Evaluation Version of WinZip

* To play a movie within the VTC Player, make sure that you double click on a movie link, or highlight a link and click the PLAY button on the right of the VTC Player. Clicking the QuickTime icon only checks the movie off as previously viewed.

It is important for users to log out of the VTC website if using the VTC Player in conjunction with the website. If a user logs into the website and then tries to log in via the VTC Player, the user may get a message indicating that someone else is already logged in using that username and password.



You may view our Online University via a Web Browser.

Firefox

Internet Explorer

Netscape

Opera

Enable cookies within your browser window.

To enable cookies within your web browser, consult the help section of the browser application and do a search for cookies.

* If the audio disappears, or your browser crashes while clicking to fast forward within a movie, let the movie fully load to your system and instead try clicking and dragging on the scroll bar to desired sections. If the problem persists, switch to a different browser, or use the VTC Player to view movies.



Have you deleted your Temporary Internet files lately?

Delete your web browser's Temporary Internet files if you have a problem viewing web content from VTC.

To do so within Internet Explorer do the following:

1. Click on Tools to open the menu.
2. Click Internet Options.
3. Click on the General tab.
4. Click the Delete Files button and the box to Delete Offline Content as well.
5. Click the OK button.

* You may want to delete your cookies as well if deleting just your cache does not work.

Consult the web browser application's help menu for help with other browsers.



Is QuickTime running properly?

QuickTime 6, or higher, is a required element for streaming content via the Online University, or VTC Player.

Download QuickTime 6

Older versions of QuickTime may be downloaded here.

To properly install QuickTime, choose 'Minimum' for Installation type. You do not have to supply a registration number for a minimum installation. Leave the MIME settings to their default setting.

* Changing default file associations within the MIME settings may result in the inability to play VTC movies. Microsoft Media Player and Real Player cannot be substituted for QuickTime in playing VTC movies. To revert file associations back to default settings do the following:

1. Go to Start.
2. Open the Control Panel.
3. Double-click the QuickTime icon.
4. Choose Browser Plug-in within QuickTime settings.
4. Click on MIME Settings.
5. Click the Use Defaults button at the bottom.
6. Click OK and close window.

After installing QuickTime 6, please follow the steps below:

1. Click Start, Control Panel, and look for a large blue Q.
2. This is the QuickTime Settings icon. Double click on it.
3. In the Settings window open the drop down menu and select Connection Speed.
4. Select your current dial-up connection.
5. Click OK.
6. Close out of QuickTime settings.
7. Close out of Control Panel.



* If you wish to update your current version of QuickTime (or are experiencing garbled audio while playing QuickTime movies):

1. Go to Start.
2. Open the Control Panel.
3. Double-click the QuickTime icon.
4. Choose Update Check within QuickTime settings.
5. Click the Update button.
6. Check the box Check for Updates Automatically if you want to automatically check for QuickTime updates.
7. Close the Window.

If problems persist, remove QuickTime from your system and download QuickTime again.



Microsoft Windows Automatic Updates

If you experience problems with QuickTime after installing Windows updates, you should update your system's QuickTime software.

1. Open the Control Panel.
2. Double click the QuickTime icon to open.
3. In the QuickTime Settings dropbox, click on Update Check.
4. Click the Update and install additional QuickTime software radio button and click the Update button.
5. Make sure that the box for Check for Updates Automatically is checked.
6. Exit QuickTime Settings.
7. Exit the Control Panel.



Firewalls, Routers, Anti-Virus and Security Issues

QuickTime streaming may be interrupted by firewalls.

For more information, click on QuickTime and Firewalls.



Error messages using the VTC Player with software based firewalls

1. "You are not connected to the Internet. Please quit the application, connect, and start again.

2. "We have been unable to authenticate your username and password, and cannot play this movie. Please accept our apologies"

3. VTC Player hangs on "Connecting to Server.

Please make sure that you have downloaded the latest version of the VTC Player.

If you have a router or software based firewall in place---Norton, McAfee, ZoneAlarm, Tiny Firewall, Brickhouse, etc.---make sure your firewall or router settings are open to the following:

1. VTC Player and QuickTime Player

2. *.vtc.com

3. ports 80 and 3306

4. TCP

5. Grant incoming and outgoing or to and from access to the following IP addresses:

66.160.128.70
66.160.128.73
66.160.128.75
66.160.128.76
66.160.128.80
66.160.128.81
66.160.128.82
66.160.128.94

If you have a Linksys router, click here.

If you have a Netgear router, click here.

* Norton Internet Security 2005 users may also need to do the following:

1. Open Norton Internet Security Professional.
2. Click on the Options drop down menu and choose Norton Internet Security.
3. With the Norton Internet Security Options window open, click the Firewall tab.
4. Within the HTTP port list section, highlight port 80 and click Remove.
5. Click OK.

To filter out spyware programs on port 80 download a free anti-spyware program (Spybot, SpywareBlaster, SpywareGuard) from www.majorgeeks.com. VTC does not provide technical support for these applications.



Error message using the VTC website with software based firewalls

Window hangs on "Loading movie" and or, your browser crashes.

If you have a router or software based firewall in place---Norton, McAfee, ZoneAlarm, Tiny Firewall, Brickhouse, etc.---make sure your firewall or router settings are open to the following:

1. QuickTime Player.exe

2. *.vtc.com

3. ports 80 and 3306

4. TCP

5. Grant incoming and outgoing or to and from access to the following IP addresses:

66.160.128.70
66.160.128.73
66.160.128.75
66.160.128.76
66.160.128.80
66.160.128.81
66.160.128.82
66.160.128.94

If you have a Linksys router, click here.

If you have a Netgear router, click here.

For additional information regarding firewalls and proxy settings, click

QuickTime and Firewalls

Ad Blocking using Norton Internet Security

To create a rule to Ad Block using Norton Internet Security click here.



Security Zone parameters set within Internet Explorer can block VTC content

1. If you are at our website trying to choose a country and you can't enter our Login Page

2. If you click on a link on our website and nothing happens

Please do the following to modify security zone parameters:

1. Launch Internet Explorer.
2. Navigate to Tools and click Internet Options.
3. Click on the Security tab.
4. Click the Trusted Sites icon and move the slider to Medium.
5. Click the Sites tab.
6. Type *.vtc.com and click OK to add the entry.
7. Click OK again to close the window.

If using a different web browser, consult the help section for security setup instructions.



VTC Player shows "Unable to write preferences file" message

The PC VTC Player places the necessary files within a c:\WINDOWS or c:\WINNT folder on your system. Make sure these folders have Read/Write access for the user account by simply highlighting the folder and checking its Properties. Choose the Security tab and check to make sure the necessary boxes are checked on for Read/Write access.

If on a Windows XP SP2 machine, the default may have turned off the option to check folder permissions. Do the following to turn it on:

1. Navigate to the Control Panel.
2. Click on Tools and choose Folder Options.
3. Click on the View tab.
4. Scroll to the bottom of the window and check off Use simple file sharing.
5. Click OK.
6. Return to the c:\WINDOWS folder and choose Properties.
7. Click the Security tab and check to make sure the user account has Read/Write access.
8. Click OK.



VTC Player suddenly disappears while loading

If running McAfee or Norton Anti-Virus, disable it and try again. If successful, consider installing and running another free anti-virus application downloadable such as AntiVir or AVG. VTC does not provide technical support for these applications.



PC VTC CD Users

QuickTime 6 does not work with older VTC Players on some CDs.

If a CD freezes when playing movies, simply download the latest VTC Player.

Download VTC PC Player

The VTC Player comes with a help movie for viewing.

* To play a movie within the VTC Player, make sure that you double click on a movie link, or highlight a link and click the PLAY button on the right of the VTC Player. Clicking the QuickTime icon only checks the movie off as previously viewed.



VTC Player hangs when launching a CD

The PC VTC Player places the necessary files within a c:\WINDOWS or c:\WINNT folder on your system. Make sure these folders have Read/Write access for the user account by simply highlighting the folder and checking its Properties. Choose the Security tab and check to make sure the necessary boxes are checked on for Read/Write access.

If on a Windows XP SP2 machine, the default may have turned off the option to check folder permissions. Do the following to turn it on:

1. Navigate to the Control Panel.
2. Click on Tools and choose Folder Options.
3. Click on the View tab.
4. Scroll to the bottom of the window and check off Use simple file sharing.
5. Click OK.
6. Return to the c:\WINDOWS folder and choose Properties.
7. Click the Security tab and check to make sure the user account has Read/Write access.
8. Click OK.



VTC Player suddenly disappears while loading

If running McAfee or Norton Anti-Virus, disable it and try again. If successful, consider installing and running another free anti-virus application downloadable from AntiVir or AVG. VTC does not provide technical support for these applications.



"Error loading movie Preferences 3.5.

This message pops up every once in awhile the first time accessing the VTC Player. Simply click the OK button.



Video in VTC Player is blurry or distorte

Play some movies within the folder on the CD named "movies". If the movies look fine playing through QuickTime, check to make sure your Hardware Acceleration is set to Full. The VTC Player needs a full rate to perform optimally.

1. Right click on Desktop and choose Properties.
2. Click the Advanced button.
3. Click the Troubleshoot tab and slide the hardware acceleration slider to Full.
4. Click Apply and then OK.

We recommend at least 6MB Video Memory.



Administrating an Account

You must be logged in to administer an account, download work files (if available), add/edit/delete bookmarks and notes, add/delete courses to a course list, or apply for a certificate.

• You may administer your account on the Member Administration page found by navigating to the Online Learning drop down menu and selecting Administration/Administer Account.
  
• You may add bookmarks by clicking on the checkbox to the left of every movie link on a product page and selecting the Save My Bookmarks button on the top of every product page. You may delete bookmarks on the My Bookmarks page found by navigating to the drop down menu Online Learning and selecting Administration/My Bookmarks.
  
• You may create, edit, or delete notes by clicking on the notepad icon to the right of every movie link on a product page. You may also add, edit, and delete notes on the My Bookmarks page found by navigating to the drop down menu Online Learning and selecting Administration/My Bookmarks
  
• You may add courses to your course list by clicking the Add this Course to My Course List button on every product page. The course list may be viewed by clicking on the View My Course List button on every product page or navigating to the drop down menu Online Learning and selecting Administration/My Course List.
  
• You may download work files by clicking the Download Work Files button above the movies links on those product pages that have work files available. Not all products have work files. If you do not see a button available, the title has no work files.
  
• You may apply for a VTC Certificate by selecting Click here to get certificate for this course to the right of movie links on a product page. You may also apply for a certificate on the Get VTC Certificate page found by navigating to the drop down menu Online Learning and selecting VTC Certificate/Get VTC Certificate. To verify a certificate select VTC Certificate/Verify VTC Certificate.
  Note: You do not need to be logged in to verify a VTC Certificate. Users not logged in can reach the verification page by navigating to the drop down menu Online Learning and selecting Verify VTC Certificate.
  
  
  If you continue to have problems, please contact our Tech Support.