Great Leader GPS FAQ

 

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This FAQ covers the most common issues a participant may encounter using Great Leader GPS®. Please click on one of the following issues and work through the troubleshooting steps provided:

• Problems Launching
• White Screen, Black Screen, or Freeze
• Could Not Authorize
• Persistent Spinning Clock Icon
• No START button, or missing navigation buttons
• Invalid or Forgotten Logon ID or Password
• Stuck on Software Check

If none of these issues sounds like the one you are experiencing (or if going through the steps for that issue does not help resolve it), please complete the Quickcheck test at:

https://quickcheck.ninthhouse.com/quickcheck/va

Then work with your IT group to resolve any issues (e.g., missing plugins, slow connection, etc.) identified by the Quickcheck.

PROBLEMS LAUNCHING

Ensure that you are using a supported operating system and browser by running the Quickcheck:

https://quickcheck.ninthhouse.com/quickcheck/va

Do not use Lotus Notes or any other unsupported browsers. Also, work with your IT group to resolve any issues (e.g., missing plugins, slow connection, etc.) identified by the Quickcheck.

If using Internet Explorer: Make sure Active X Filtering and Smart Screen Filtering are NOT enabled in the Tools pull-down menu.

Some launch issues can be caused by your internet connection. For help with these issues, see Resolving Slow, Unstable, and Low-Bandwidth Connections, below.

WHITE SCREEN, BLACK SCREEN, OR FREEZE

Ensure that you are using a supported operating system and browser by running the Quickcheck:

https://quickcheck.ninthhouse.com/quickcheck/va

Then work with your IT group to resolve any issues (e.g., missing plugins, slow connection, etc.) identified by the Quickcheck.

Make the most of your available connection speed by following the steps in Resolving Slow, Unstable, or Low Bandwidth Connections, below.

Add our site addresses to your trusted sites as follows:

From the Tools pull-down menu in Internet Explorer, choose Internet Options > Security tab > Trusted Sites > Sites and add the following

• www.ninthhouse.net
• App.ninthhouse.net
• Media.ninthhouse.net
• Assessment.ninthhouse.net

NOTE: You may need to engage your IT to help change these settings.

If you still have problems, try launching from another computer to rule out a machine specific issue.

COULD NOT AUTHORIZE

Delete all temporary internet files and cookies and try logging in again. To delete temporary files in Internet Explorer v 8 - 11, see Deleting Temp Files in IE, below.

Make the most of your available connection speed by following the steps in Resolving Slow, Unstable, or Low Bandwidth Connections, below.

Ensure that you are using a supported operating system and browser by running the Quickcheck:

https://quickcheck.ninthhouse.com/quickcheck/va

Do not  use Lotus Notes or any other unsupported browsers. Also, work with your IT group to resolve any issues (e.g., missing plugins, slow connection, etc.) identified by the Quickcheck.

Check your user login and password. Remember that passwords are case sensitive.

PERSISTENT SPINNING CLOCK ICON

Ensure that your computer meets the minimum requirements by running the Quickcheck:

http://quickcheck.ninthhouse.com/quickcheck/va

Work with your IT group to resolve any issues (e.g., missing plugins, slow connection, etc.) identified by the Quickcheck.

Delete all temporary internet files and cookies and try logging in again. To delete temporary files in Internet Explorer v 8 - 10, see Deleting Temp files in IE, below.

Make the most of your available connection speed by following the steps in Resolving Slow, Unstable, or Low Bandwidth Connections, below.

Add our site addresses to your trusted sites as follows:

From the Tools pull-down menu in Internet Explorer, choose Internet Options > Security tab > Trusted Sites > Sites, and add the following:

• www.ninthhouse.net
• App.ninthhouse.net
• Media.ninthhouse.net
• Assessment.ninthhouse.net

NOTE: You may need to engage your IT to help change these settings.

NO START BUTTON, OR MISSING NAVIGATION BUTTONS

See the Support Article Navigation Buttons Missing in PDI Ninth House Course or Assessment

INVALID OR FORGOTTEN LOGON ID OR PASSWORD

If you do not know your password:

On the logon page, click "Forgot your Password?". In the box that opens, enter your logonID and click Submit. An email will be sent to the email address associated with your logonID with instructions for resetting your password.

If you do not know your logonID: 

On the logon page, click  "Forgot your Password?". In the box that opens, click "Forgot LogonID?". In the box that opens, enter the email address associated with your logonID. An email will be sent to this email address with instructions for  resetting your loginID.

NOTE: If you do not recieve the email in your Inbox, look in your Junk/Spam folder.

STUCK ON SOFTWARE CHECK

Delete all temporary internet files and cookies and try logging in again. To delete temporary files in Internet Explorer v 8 - 10, see Deleting Temp files in IE, below.

RESOLVING SLOW, UNSTABLE, OR LOW BANDWIDTH CONNECTIONS

Great Leader GPS® requires a minimum stable, continuous internet connection speed of 512 KBPS at all times. Connections that do not meet this requirement can cause errors while logging in or during use.

You can run the Quickcheck to find out your Connection Speed. However, there are network conditions other than raw speed that can affect how much of that speed is actually available. SO... if your connection reports at less that 4000 KBPS or so, it may not be providing enough available speed to meet the 512 KBPS requirement.

To make the most of your available connection speed, do all of the following:

• Close all applications that use internet or intranet bandwidth (other websites, instant messaging, email, automated backups, etc.). Also, make sure that there are no browser add-ons or toolbars that may interfere, such as “Shopping Sidekick” and other similar tools. (Ideally, you should simply restart your computer and then launch only the browser windows needed to run the assessment.)
• Make sure you're not on a shared connection with computers that are using a lot of internet bandwidth (downloading large files, watching streaming video, etc.).
• Try launching during a different time of day – typically, most offices have an internet “rush hour” where their connection is heavily used, and other times when the connection is much more available.

DELETING TEMP FILES IN IE

To Delete Temp files in Internet Explorer:

• Exit Great Leader GPS®.
• Close all open Internet Explorer windows.
• Open a new Internet Explorer window.
• From the Tools pull-down menu in Internet Explorer, choose Delete Browsing History (IE 8) or Select Tools (via the Gear Icon) > Safety > Delete browsing history (IE 9 or 10 or 11).
• In the “Delete Browsing History” window, next to “Temporary Internet Files", click "Delete Files".
• In the small box that pops up, click "Yes".

Your regular cursor may turn into an hourglass momentarily - or for as much as 10 or 20 minutes. Please wait until the hourglass turns back into your regular cursor before continuing to the next step.

• Click Close to exit the Delete Browsing History window.
• Close your browser. Open a new browser window and launch Great Leader GPS® again.

If issues persist after attempting the above troubleshooting steps, please contact your local IT help desk. Please include:

• The fact that you are taking Great Leader GPS®
• A screenshot of what you are seeing
• A screenshot of your compatibility test (Quickcheck) results
• Your full name, email and contact information