LTCI Academy technical support Frequently Asked Questions

Q: I registered for the demo but now I can’t view it.
A: The demo is only five minutes long so the free registration will expire after 24 hours. Please register again.

Q: I took the demo but couldn’t sign up for course because the system would not accept my password.
A: The username and passwords for the demo are completely separate from the LTCI Academy online coursework logins and will not work. In accessing the full course for the first time, either select “enroll now” from the LTCI Academy website or select the “log in” tab if you already have a preview code from your company. Make sure to register with the same name that is on your credit card.

Q: What is the CSC is in the required field to register
A:It is an important new Internet security feature that now appears on the back of most VISA and Master Cards, and on the front of American Express cards. This new code is a three or four-digit number that provides a cryptographic check of the information embossed on the card. The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate. LTCI Academy requires either VISA or MasterCard.

Q: I registered and paid for the course but now I can’t log in or I’m being asked for payment info again.
A: Contact support@ltciacademy.com to verify your payment information. Make sure the name you registered under matches the name on your credit card.

Q: I have a preview code from my company. How do I register?
A: 1) Click here: http://www.ltciacademy.com
2) Click on “log in” (This is across the top of the left of the screen.)
3) Enter your preview code (You will use this preview code only once. Think of it as the key that unlocks the door.)
4) Click on “Yes, I agree to these terms.” (This is at the bottom of this page titled “Register for course – terms of usage.”)
5) Enter your personal information (“Sign Me Up” – This establishes your username and password. If asked for a credit card, please use the same name that is on your credit card when you register.)
6) Now you can begin your coursework (You should now see “Welcome ‘your first and last name’” and see the button that says “start my course.”)

Q: What if there is a blank screen when beginning?
A: Go to www.macromedia.com and download the latest version (6.0) of Flash. It is a free download that takes approximately 3 minutes to download.

Also make sure you have disabled any pop-up blocker software.

Q: I see pictures but I have no sound.
A: Check to make sure the speakers are working with some other audio source. Windows usually makes sounds as it starts up or shuts down. Make sure that is working.

Check the audio on your computer’s volume settings. Do this by double-clicking the speaker icon on the right side of the start menu bar (should be near the clock in the lower right hand corner of your main window desktop.) This will open the sound box. Make sure that volume control is set to a reasonable level, and that there is not a check in the “mute” box.

Q. What if a page appears to be stuck and I can’t move on to the next page?
A: Start the lesson.
2) When the audio stops on the first screen, right click anywhere in the lesson window.
3) Scroll down to “quality” and select “low.”
4) Click the “replay” button on the navigation bar at the bottom of the window – it can be identified by the two arrowheads superimposed on a circle.
5) Click to the next page using the right arrow button in the navigation bar.

Q: Why does nothing happen when I hit feedback buttons?
The program may have taken too long to load both the audio and visual images and that can cause the program to “time out”. (This usually just happens on a dial-up connection.)

Right click anywhere on the lesson window. Scroll down to “quality” and select “low”. This should speed up the response time and avoid future “time outs”. Click the “replay” button on the navigation bar at the bottom of the lesson window.

Q: Have tried everything and still cannot begin coursework?
A: Clean cache by following the following steps:
1) Right click on Internet Explorer on your desktop
2) Under “Temporary Internet Files” click on “delete files”
3) Click “ok” (window will close)
4) Click “ok” (window will close)
5) Return to coursework and click on “Refresh” on the navigation bar. You may have to restart your computer.

Q: I’ve finished all the lessons but my final exam won’t come up.
A: The final exam only comes up when every button that comes up in LTCI Academy has been clicked. When all the buttons in a lesson have been clicked (e.g. library links and feedback buttons), the lesson itself will be checked off on your course menu. Make sure all the lessons including “The Stickmans” and “Navigating the Course” are checked off when you view your course menu. If any are not checked off, simply go back and click through the lesson, making sure all buttons are clicked. If the final exam still doesn’t appear, contact support@ltciacademy.com for assistance.

Q: I tried to access the Final Exam but it says my course has expired.
A: Students are allowed 90 days to complete LTCI Academy unless you are associated with a company that has negotiated a different time frame. Please contact support@ltciacademy.com for assistance.

Q: My Certificate of Completion doesn’t load when I click on it.
A: The Certificate of Completion line appears at the bottom of the course menu after you have passed your Final Exam. It is in color and suitable for framing, so it can take several minutes on a dial-up connection, so just be patient. If your computer is making a clicking sound and you can hear it working, the certificate is loading and will come up.

Q: How do I get a preview code?
A: When a company buys a block of seats a preview code will be mailed to the eligible students from the e-Learning Academy for Long Term Care Insurance. Use this preview code to sample the course and to register as a student. After registration, a student enters his/her course using the user name and password provided during registration.