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eLearning User Assistance

How do I reach to the Cable & Wireless eLearning system ?

1. Verify that you have access to the Internet by displaying the Cable & Wireless Home Page. (http://home.cwjamaica.com)

If you have problems accessing the Internet, please contact your local IS Department to resolve this issue.

2. If you can see the Cable & Wireless Jamaica Home Page you can then enter the address http://www.cwelearning.cwjamaica.com/ in the address field of your browser

3. The Cable & Wireless eLearning Website will then be displayed. Click in the area of the screen which says “Login” .

4. Note: If an error message is displayed when attempting to display the Cable & Wireless eLearning Website, refer to the next procedure.

Error When Trying to Display the Cable & Wireless eLearning Website Page

There are a number of possible error messages that may be displayed when you are trying to display the Cable & Wireless eLearning Website Page. This procedure lists only the most common error messages. If any other error message is displayed contact your local IT Help Desk.

Error: The Page Cannot Be Found"
Cause: The address entered does not match a page available or you do not have access permission to the page.

Actions:

1. Verify that you’ve entered the correct address for the Cable & Wireless eLearning Website Page (http://www.cwelearning.cwjamaica.com)

2. Check to see if you can display the page on another computer (if you can then the system is working and there is a local issue with the first PC you used)

3. If the address is correct and you cannot display the Cable & Wireless eLearning Website, on more than one computer contact local IS and report the problem.

Error:A problem occurred in trying to display this page -- please retry. If the problem persists, contact the system administrator. The specific cause of the error is: No server of type 'lms' running at docent site with dispatcher at 'jams016:2151'.

Cause: The databases used by the Cable & Wireless eLearning Website is not responding

Actions:1. Immediately report the fault to Cable & Wireless Call Center in Jamaica (1-888-Call-Cwj) and request the service to be restored ASAP.

Logging into the Cable & Wireless eLearning system

1. Display the Cable & Wireless eLearning Website Page

2. Click on the Login link located at the top left of the page. The Cable & Wireless eLearning login page will appear.

3. The Cable & Wireless eLearning login page will display the fields “Username” and “Password”.

4. Your Username follow the convention of “firstname.lastname”. Please see example below.

5. If your name includes your middle initial, then your Username will be “firstname.middle initial.lastname”. Example “john.p.brown”.

6. Enter your password that was supplied to you when your account was created.

7. The system will authenticate the details and, if correct, grant access to the system.

8. If the details are incorrect an error message will be displayed. Ensure that the correct details (including the use of UPPER and lower case) have been entered.

9. You have three attempts to login into the Cable & Wireless eLearning system. As a security feature, your account will be disabled if you have made three incorrect attempts to login to the system. If this happens, please proceed to the next step. If the problem persists contant Cable & Wireless Call Center @ 1-888-Call-CWJ and follow the menu options.

Forgotten Passwords

If you have forgotten your password the system can be directed to email you a one-time-only link that enables you to access the system and reset your password. It is impossible for anyone to identify what the password of a user is (including the Cable & Wireless eLearning Team).

To instruct the system to email you with the one-time-only link that will enable you to reset your password:

1. Display the Cable & Wireless eLearning Login Page

2. Click on the link Forgot Your Password? located beneath the Login and Cancel Buttons. The Forgot Your Password? page will be displayed

3. Type your email address in the Email Address Field.

4. Click on the Reset Password button

5. If the email address you entered matches the email address the system has on your record then an email will be sent to your address with a one-time-only link that you can use to access the Cable & Wireless eLearning System and reset your password. 6. If the email address entered does not match a record in the Cable & Wireless eLearning System an error message will be displayed.

In this case you must call the Cable & Wireless eLearning Team @ 1-888-Call-CWJ requesting your password to be reset.

Log On Process Keeps Failing

The most common cause of sign-on failure is either:

1. The wrong username and password details are entered Or

2. The case of the password is incorrect (i.e. Caps Lock is on and the password is all lowercase)

If the sign-on process fails ensure that the correct username and password are being entered and that the correct case (UPPER, lower or Combination) is being used for the password.

Because of the case sensitivity of passwords it is highly recommended that all passwords only use lowercase.

If a user is unable to sign-on there are only two possible actions:

Follow the procedure to reset the account’s password

Call 1-888-Call-Cwj and request assistance