Help

Registration and Login
Using the E-Seminar
Troubleshooting
Browser and System Requirements
Contact Information


Question or problem?
E-mail help@dkv.columbia.edu.
A response will be given
within one business day.
Important information for AOL users.
Important information for Safari users.
 
Top Questions
How do I retrieve a lost user ID or password?
Why doesn't my login work?
How do I print from an e-seminar?
How do I view a video?
How do I make the text larger?
 
 
 
Registration and Login
Lost user ID or password
Login not working

Using the E-Seminar
Viewing video
Listening to audio
Viewing portable documents (PDFs)
Printing screens or documents
Saving documents
  Troubleshooting
Making the text larger
Plug-in error messages
Browser scrollbars no longer work on the Mac
Flickering bar at the top or bottom of video window
Using the "Back" button on the browser toolbar
Making a page load faster
JavaScript error messages
Broken link or site not found
RealOne Player login prompt

Browser and System Requirements
System requirements
Using Netscape
Using Internet Explorer
Using AOL
Using Safari
Using OS X

Contact Information
Contact Customer Service
Providing feedback on e-seminars

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Registration and Login
Lost user ID or password
If you've lost your user ID or password, please e-mail Customer Service at help@dkv.columbia.edu with your full name and the name of the e-seminar you are trying to access.
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Login not working
Your user ID and password are case sensitive. They must be typed exactly as you entered them at enrollment. If your login is still not working, please e-mail Customer Service at help@dkv.columbia.edu with your full name and the name of the e-seminar you are trying to access.
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Using the E-Seminar
Viewing video
In order to view video you will need the free RealPlayer plug-in, version 7 or higher. To get the plug-in, download now, and look in the fine print for the "Free RealOne Player" link. Click on the link and follow the downloading instructions. Long download times (up to a half-hour) may be expected on a 56K modem.

It is not necessary or recommended that you purchase the premium versions of the RealPlayer plug-in that are featured on the RealPlayer site.

Some users may be prompted to re-enter a user ID and password before playing a RealPlayer file. RealNetworks is working to fix this bug. You may either enter your user ID and password each time to watch the video or disable the RealPlayer application by following these directions.

Listening to audio
In order to hear audio, you will need the free RealPlayer plug-in. To get the plug-in, download now, and look in the fine print for the "Free Player" link. Click on the link and follow the downloading instructions. Long download times (up to thirty minutes) may be expected on a 56K modem.

Some users may be prompted for login. You may either enter your e-seminar user ID and password each time to watch the video or disable the Real browser by following these directions.

If you have the RealPlayer plug-in and still cannot hear audio, make sure the volume of your computer is turned on. If it is and you can't hear anything, make sure you have a sound card and speakers. If you have a Mac, they're both built-in, but if you have a PC check your computer's documentation. Almost any computer built in the past five years has a sound card. If your machine has a sound card but no speakers, you can use a set of headphones from a Walkman or portable CD player—if your computer has a headphone plug-in port. You can find that port on your monitor or the back of your CPU. Note: The headphone jack on the front near CD-ROM drives only works for audio CDs.
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Viewing portable documents (PDFs)
Some e-seminar excerpts are portable document format (PDF) files that require the free Adobe Reader plug-in. Download now and follow the downloading instructions.
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Printing screens or documents
Many screens in the e-seminar have print buttons on them. If one does not, you can use the browser's "File" menu and select "Print." Alternatively, you may use Ctrl-P on the PC and Cmd-P on the Mac.

If the right-hand side of the page is being cut off, you can reduce the print size, if you are using a Mac, or change the layout to "Landscape" following the directions below if you are using either a PC or a Mac. Follow the directions below:

On the Mac: Reduce the print size
  1. Select "Page Setup" option from the "File" menu
  2. Click the "100%" next to the "Scaling" option. Change the setting to "90%."
On the PC: "Landscape" format
  1. Select "Print" from the "File" menu.
  2. If you use Internet Explorer, click on "Layout" and then select "Landscape." If you use Netscape, click on "Properties" and then select "Landscape."
  3. Click "Print" (Internet Explorer) or "OK" twice (Netscape). These new print settings will remain until you close your browser.
On the Mac: "Landscape" format
  1. Select "Page Setup" from the "File" menu.
  2. Select "Landscape."
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Saving documents
To save a PDF file, you may use Ctrl-S on the PC and Cmd-S on the Mac. Alternatively, use the browser's File menu to select Save. To save a web page or a transcript, you may use Ctrl-S on the PC and Cmd-S on the Mac.
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Troubleshooting
Making the text larger
There are two ways to change the text size on your monitor: using options built into your browser, or changing the resolution of your screen. With the Internet Explorer browser, use the "View" menu to change text size. (On a PC, you may also need to look in the "Tools" menu, select "Internet Options-Accessibility," and check "ignore font sizes specified.") With Netscape, you can make the text larger by simultaneously holding down the Ctrl and + keys on a PC or by holding down the Cmd and + keys on a Mac.

To change the resolution on a PC, right-click on the desktop and choose "Properties." Then, select the "Settings" tab and change the "Screen Area" slider. To change the resolution on a Mac running OS X, choose "System Preferences" from the "Apple" menu or the Dock. Select "Displays." Change the selection under "Resolutions." On a Mac running OS 9, select "Control Panels > Monitors" from the Apple menu. Change the selection for the "Resolution."
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Plug-in error messages
If you cannot view a video, slide show, interactive, or PDF, you will receive a plug-in error. You will need to download the appropriate plug-in. Please select one of these options to be taken to more detailed help information: RealPlayer Video, RealPlayer Audio, Macromedia Flash Player, or Adobe PDF.
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Browser scrollbars no longer work on the Mac
When Mac users with Internet Explorer 5.1 view sites that feature RealPlayer files embedded in the page, they will have difficulty scrolling through the window on that and subsequent pages. To circumvent this bug, users can hold down the Command (open apple) key and drag within the window. The pointer will change to show a hand. This allows the user to scroll through the window by "grabbing" it and pulling.

Switching to Netscape 4.7 and above will eliminate this problem altogether.
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Flickering bar at the top or bottom of video window
If you experience distortion, such as white flickering bars while viewing video, please follow these steps:

RealPlayer 8, 10 or RealOne Player
  1. Close the window in which the clip appears. Locate the RealPlayer application on your computer. Click on the icon to launch RealPlayer. In RealPlayer, select "Tools" and choose "Check for Update" in the pull-down menu. A small window titled "AutoUpdate" will appear. Check RealPlayer's site for updates.
  2. Once "AutoUpdate" has finished, it should give you a menu of options. Select "Video Drivers Update," if it is an available option. Otherwise proceed to the section below: If "AutoUpdate" does not solve the problem.
  3. Click "OK."
  4. "AutoUpdate" will download a small file and automatically install it onto your machine.
  5. Attempt to play the video that was giving you trouble again. If it still does not display correctly, please proceed to the instructions below.
If "AutoUpdate" does not solve the problem
  1. Select the "Tools" menu and choose "Preferences" from the pull-down menu.
  2. In the "Category" window click "Hardware".
  3. In the "Video card compatibility" section, adjust the performance bar lower until "Enable optimized video and overlays" changes to read either "Enable optimized video and disable overlays" or "Disable optimized video and overlays."
  4. Click "OK."
Note: directions may vary slightly for Mac users.

Previous RealPlayers

  1. Close the window in which the clip appears. Locate the RealPlayer application on your computer. Click on the icon to launch RealPlayer. In RealPlayer, select "Tools" and choose "Check for Update" in the pull-down menu. A small window titled "AutoUpdate" will appear. Check RealPlayer's site for updates.
  2. Once "AutoUpdate" has finished, it should give you a menu of options. Select "Video Drivers Update," if it is an available option. Otherwise proceed to the section below.
  3. Click "OK."
  4. "AutoUpdate" will download a small file and automatically install it onto your machine.
  5. Attempt to play the video that was giving you trouble again. If it still does not display correctly, please proceed to the instructions below.
If "AutoUpdate" does not solve the problem

  1. Select the "View" menu and choose "Preferences" from the pull-down menu.
  2. Click on the "Performance" tab from the list of menu items.
  3. In the "Video card compatibility" section, deselect/uncheck "Use optimized video display."
  4. Click "OK."
Note: directions may vary slightly for Mac users.

If you have further questions or problems, please e-mail Customer Service at help@dkv.columbia.edu.
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Using the "Back" button on the browser toolbar
If the "Back" button does not take you to the previous page in the e-seminar, please use the e-seminar navigation buttons and tools instead.
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Making a page load faster
Downloading files and viewing pages mostly depends on your modem's connection speed. You might want to try logging on when fewer people are online—such as late at night or early in the morning. Also, faster computers will be able to display and run applications quicker. If your machine seems to be having problems or you experience delays running Netscape Navigator 4.x or higher, you may want to download Internet Explorer 5.x/6.x (PC) or 5.x (Mac). As a general rule, Internet Explorer is less memory-intensive than Netscape Navigator.
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JavaScript error messages
First, make sure that you are using one of the required browsers for this e-seminar.
For PC: Netscape Navigator 4 or above OR Internet Explorer 4 or above. For Macintosh: Netscape Navigator 4.7 or above or Internet Explorer 5 or above. Second, make sure JavaScript is enabled.
With Internet Explorer, look in "Internet Options–Security" in the "Tools" menu and use the "Custom Level" option to enable active scripting.
With Netscape, look in "Preferences" in the "Edit" Menu and use the "Advanced" option to enable JavaScript.
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Broken link or site not found
While we make an effort to keep links to external sites up-to-date, they may change without our knowledge—or be temporarily offline. If you encounter a problem linking to an external site, please e-mail Customer Service at help@dkv.columbia.edu with the name of the e-seminar and a description of the page with the broken link.
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RealOne login prompt
The most recent version of RealPlayer is equipped with its own browser which requires your user ID and password to play certain audio and video files. You may either enter your e-seminar user ID and password each time or disable the RealOne browser by following these directions to change your preferences:
  1. Start the RealOne Player.
  2. In the "Media Browser" window, select the menu "Tools" and the "Preferences" option.
  3. Set "On Startup Display" pull-down menu to "Player only (no Media Browser)."
  4. Select "OK."
Note: directions may vary slightly for Mac users.

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Browser and System Requirements
System requirements
For IBM-Compatible PC
Windows 95 or later. Windows XP users, please read this important information.
64 MB of RAM (128 or higher recommended)
Monitor: 800x600 pixel resolution recommended
Connection: Internet service and 56K modem minimum
Browser: Internet Explorer 5 or above (Internet Explorer 5 strongly recommended) or Netscape 4.7 or above. Netscape 6 is not recommended, click here for more information.
Sound Card (if you can hear audio you have a sound card)
Plug-ins: RealPlayer 7 or later, Adobe Reader 5 or later.

For Macintosh
MAC OS 8.6 or higher
64 MB of RAM (128 or higher recommended)
Monitor: 800x600 pixels resolution recommended
Connection: Internet service and 56K modem minimum
Browser: Internet Explorer 5 or above or Netscape 4.7 or above. Netscape 6 is not recommended, click here for more information.
Sound Card (if you can hear audio you have a sound card)
Plug-ins: RealPlayer 7 or later, Adobe Reader 5 or later.
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Using Netscape
The Netscape browser is free. Download the latest version of Netscape and follow the simple download instructions.

We don't recommend Netscape 6 as it represents a major departure from previous Netscape browsers. As such, the web pages may not display as intended. These problems should not occur with earlier (e.g., Netscape 4.7) or later versions (e.g., Netscape 7 or above).
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Using Internet Explorer
The Internet Explorer browser is free. Download Internet Explorer 5.x/6.x (PC) or 5.x (Mac) and follow the simple download instructions. PC users, please be aware that if you have a previous version of Internet Explorer, it will be overwritten when you download a later version.
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Using AOL
If you use AOL, you will need to use Netscape Navigator or Internet Explorer. Among other things, AOL's browser has known compatibility problems with Microsoft's new operating system, Windows XP.

After logging on to AOL, open Netscape Navigator or Internet Explorer in order to use the e-seminar. You may need to contact AOL to configure Netscape Navigator or Internet Explorer to work with AOL's proprietary software. Both Netscape and Explorer are free to download and use. In this scenario, you are connecting to the Internet with AOL's network but using Netscape Navigator or Internet Explorer to view the e-seminar. Just make sure you are still logged on to AOL while you are using Netscape Navigator or Internet Explorer.
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Using Safari
This e-seminar does not support the Safari browser. In addition, if Safari is your default browser you may experience problems when viewing the e-seminar with other browsers. See the beginning of the "Browser and System Requirements" section for a list of supported browsers.
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Using OS X
The e-seminars will work fine in Mac OS X or Mac OS 9.
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Contact Information
Contact Customer Service
Please direct your comments, questions, and suggestions to Customer Service: help@dkv.columbia.edu.
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Providing feedback on e-seminars
We welcome feedback on your experience. To provide comments on a specific e-seminar, select "Feedback" in the navigation. To provide general comments, e-mail Customer Service at help@dkv.columbia.edu.
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