Frequently Asked Questions

Technical Help

For information on technical issues with the site please refer to the frequently asked questions below. If none of the solutions solve the problem you are experiencing please email: diabetes-support@mlist.is.ed.ac.uk


Q. The name and module displayed on my certificate is shown as UNKNOWN

Q. I have completed the module test successfully but cannot print my certificate

Q. I cannot see any of the interactive content on my computer

Q. I cannot proceed to patient B in the Module test as the page will not load or loads a blank page.

Q. My browser is reporting an issue with firewalls/IP restrictions

Q. Are the materials available in print format?


Q. The name and module displayed on my certificate is shown as UNKNOWN
A. "Unknown" appearing on the certificate at the end can sometimes happen when the system times out during the test, usually due to a long period of inactivity of more than 60 minutes. When you complete the test you should aim to do so without any long breaks.

You will also need to ensure you have cookies enabled on your browser, these "cookies" store your name for entering into the certificate. For instructions on how to do this please see: eHow - how to enable cookies in your browser.

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Q. I have completed the module test successfully but cannot print my certificate
A. The module certificate appears as webpage in a new window and you would print it in the same way you print any other webpage. Check if you able to print any other documents from the computer you are using. If not, then you should contact your local IT department or check your printer connection. The certificate can also be downloaded as a PDF if you are having trouble printing.

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Q. I cannot see any of the interactive content on my computer
A. You will need version 9 (or above) of Adobe Flash Player installed to fully access all the quizzes. Visit the following website to test if you have the Adobe Flash Player installed:

http://www.adobe.com/software/flash/about/

If you do not have the latest version installed you can install it from the link below:

http://get.adobe.com/flashplayer/

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Q. I cannot proceed to patient B in the Module test as the page will not load or loads a blank page.
A. 1) Check you have the correct Adobe Flash Player installed as detailed in the solution above.

2) The problem may also be related to your flash player security settings preventing the flash from loading the 2nd patient scenario.

Below is a technical note from the producers of the Flash player about security settings: http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager04.html

You can change the security settings to "Always allow" in the application shown (which looks like an image at the top of the page).

3) If you are viewing this website from an NHS or University computer, it is possible some content is being restricted because of a firewall. You may need to contact your local IT department for support with this matter.

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Q. My browser is reporting an issue with firewalls/IP restrictions
A. If you are viewing this website from an NHS computer, University or corporate network it is possible some content is being restricted because of a firewall. You may need to contact your local IT department for support with this matter. You may need to create an 'exception' for this website around the firewalls.

  • URL: http://www.diabetesframe.org/
    • IP address: 129.215.234.191
    • TCP port: 80
  • URL: http://labyrinth.mvm.ed.ac.uk/
    • IP address: 129.215.234.127
    • TCP port: 80

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Q. Are the materials available in print format?
A. Unfortunately, no. As these web resources are highly interactive and contain animations and quizzes they are therefor not suitable for print.

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