Q: What do I do if I
forgot my password?
A: For At Home Series subscribers, you must have an
email address and password to access the modules from your computer. If you
forgot your password, then select the Forgot your username or password? link
under the login area. Follow the instructions there. An email will be
automatically generated with a new temporary password and sent to your email
address. If your new password will not work, call your MindOH! representative
so we can work together to solve the problem 713-533-1138.
For Discipline and Life Skills Series clients, please
contact your school's MindOH! liaison. Or, contact customer support at
customersupport@mindoh.com or 713-533-1138 for us to
email you your School Login ID and password.
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Q: In Windows XP do I
have to re-register when I log on to the computer as a different user?
A: No. Especially with Windows NT or 2000 Domains, each
logged-in user has his or her own Internet-related files (including cookies).
So, if you are brought back to the purchase page users have to reinitialize
machines, it could be because they are logged onto the network as a different
user. The MindOH! cookie is good only for the user account it was created
under, just like any other Internet parameter (favorites, etc.).
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Q: All
I see is a gray screen when I start a module. Why doesn't the module start?
A: If your browser has a built-in pop-up blocker, you need to
disable it in order to download files, or at least allow it to accept files
from http://www.mindoh.com. Some Norton
products also have pop-up blockers which might need to be disabled. Another
method to allow pop-ups is to hold down the <Ctrl> key in the bottom
right hand corner of your keyboard while starting the module.
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Q: Why does my shortcut
launch Netscape Navigator even though I initialized the computer using Internet
Explorer?
A: This happens because IE is not set as the default browser.
Instructions to make Internet Explorer the default browser are at
Microsoft's Support site (see 5.x at the bottom of the page).
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Q: Why didn’t my report print out
after finishing the What’s Up? Module?
A: Check all printer connections to make sure they are secure.
Go to the Windows "Print Dialog" box. Make sure the desired printer is
selected.
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Q: I
finished a module and then clicked on the small ”Quit” button at the bottom of
the screen. I then clicked on the small type that appeared to verify I wanted
to quit, but didn’t get a report printed out. Is my data still available?
A: Your data is lost. When this “Quit” option is selected in a
module, a note appears warning that if you continue, your data will be
lost.
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Q: How do I
exit the program once I start a module?
A: Push and hold down the <Alt> key and then
simultaneously press the <F4> key to exit at any time. Another way
to exit is to click the "Quit" tab at the bottom of the module screen, then
click on the word "Here" that appears above the quit button.
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Q: If I
quit in the middle of a module, can I continue later on at the point where I
left off?
A: Once you leave the module, the information entered will not
be saved, so you cannot start a module, close it, and return to the module
later to start where you left off. The modules were intentionally designed to
be completed in one sitting.
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Q: How do I
change the speaker volume in the middle of a module?
A: Press the windows icon key on your keyboard (usually in the
lower left corner of your keyboard). If you do not have a windows key, then
hold down the <Ctrl> key and then press the <Esc> key. This should
make your Start menu and task bar show up. Double Click on the sound volume
icon on the task bar (a little megaphone on the bottom right-hand side of the
screen). Raise or lower the slider bar to the desired sound level and make sure
the mute box is not checked.
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Q: Why won’t the
video load (either nothing is there or an error pops up)?
A: The computer's processing speed or the Internet speed may cause
you to experience a pause. High speed bandwidth, such as that provided through
DSL or cable modems, is required to run this program. The recommended
speed requirements to see the video in the MindOH! modules smoothly is 768K+
broadband connection or better or high speed broadband (DSL or cable modem) or
better. Perform a
bandwidth speed test.
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Q: The video loads, but it takes
a long time to load and it runs slowly.
A: The computer's processing speed or the Internet speed may
cause you to experience a pause. Go to your System Control Panel. Check to see
if your computer has the required 63MB RAM.
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Q: What do I
do if I received a “fatal exception" error?
A: Since the "fatal exception" errors indicate problems with
the operating system or installed plug-ins (and most often Windows Media
Player, not Flash), visit the
Windows Media Player troubleshooting guide for information about
reinstalling the player.
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Q: How do I check my
bandwidth speed and what are the requirements?
A: High speed bandwidth is required to run this program. The
recommended speed required to see the video portions in the MindOH! modules is
768k+ broadband connection or better, or high speed broadband (DSL or Cable
modem) or better connection. Perform
a bandwidth speed test.
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Q: Can
I still access the data that shows up in reports?
A: Once the MindOH! module is completed and the user has
indicated that the report printed successfully, the data is no longer
electronically accessible to the user.
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Q: What does
MindOH! do with the data that is entered and is data secure?
A: MindOH! does not retain identifying information about any
specific report and retains no text information that is entered by a user.
MindOH! does collect survey information for analysis and reporting purposes.
Any data transferred between an individual’s PC and MindOH!’s secure servers is
protected by a SSL 128 bit encryption.
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Q: Is my credit
card information secure?
A: Payment information is protected through a secure server
supporting SSL encryption to collect customer information and credit card
numbers. This encryption protects the storage and transmission of sensitive
data. In addition, when an order is placed, the system notifies you of it via
email.
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Q: Is my
personal information secure?
A: Personal information is protected through a secure server
supporting SSL encryption to collect personal information and to establish
passwords. This encryption protects the storage and transmission of sensitive
data.
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For additional technical questions, please contact
support@mindoh.com, or call us at 713-533-1138. Our
business hours are Monday - Friday, 8am - 5pm (CT).