We offer free technical support for all our customers, helping you make effective use of our careers guidance programs.
Our technical helpline is available between 9.00 am and 5.00 pm, Monday to Friday (excluding UK public holidays).
Below are our most commonly asked technical support questions. However, if you cannot find the answer to your query here, please email firstname.lastname@example.org or call 01509 226885; one of our support team members will be happy to help you.
Which version of Flash Player do I need to play the career and article videos?
You will need v9.0.124 or above.
How do I upgrade my version of Flash Player?
The latest version is available free from www.adobe.com
. We recommend that you restart your machine after updating Flash Player.
I have the latest version of Flash Player but the application does not recognise it. What can I do?
- On the Tools menu, click Internet Options, and then click the Security tab.
- Click the Internet Zone.
- If you do not have to customise your internet security settings, click Default Level. Then do step 4.
- If you have to customise your internet security settings, follow these steps. Click Custom Level. Then, in the Security Settings/Internet Zone dialog box, click Enable for Active Scripting in the Scripting section.
- Click the Back button to return to the previous page, and then click the Refresh button to run scripts.
When I'm playing a video, how do I get full screen mode?
Select the ‘black box with corners’ option on the video player.
When I'm playing a video, how do I hide captions?
Select the ‘CC’ option on the video player to hide closed captions.
When I'm playing a video, how do I show captions?
Select the ‘CC’ option on the video player to show closed captions.
Why do the videos keep buffering?
This is probably due to your internet connection. If users are sharing the same connection, we recommend no more than two users viewing videos per 1Mb of connection.
When I launch a video to full screen, audio plays but there's no video.
Go back to the previous page; then return to career/article and try again.
When I'm playing a video, how do I get out of full screen mode?
Select the ‘Esc’ key.
If you are running the CD version and need technical advice, please click here to contact us for help or ring 01509 226883.