HOME ABOUT
FAQ selected

Frequently Asked Questions

Registration

The study code doesn't populate the other study fields.

Whenever I hit submit, the password disappears and I am getting an error message.

I can go through all the steps of registration, however I end up with a blank page and no study to choose from.

Testing/Training

I just completed the test, but I don't see a certificate.

I'm not getting the "resume test" option.

Technical Issues

When I click something, the system tells me I have to log in again.

I can't open the certificate. Is a special program required?

General Questions

I have the Certificate Code; where can I access the electronic version without having to log in?


Registration

The study code doesn't populate the other study fields.

When you fill in the study-code and click "Search" or just move to another field, the Study Sponsor and Study name should automatically populate. If this is not the case, contact your study-sponsor as the code might have changed.
The study-code is NOT case-sensitive. This means that the system will not see a difference between for example 'code', 'CODE' or 'CoDe'.

Whenever I hit submit, the password disappears and I am getting an error message.

The error message will explain what is missing on your registration form.
To successfully register you need to provide the following:
- First name
- Last name
- Address
- City
- Postal/Zip Code
- Country
- Daytime Phone
- Email and Confirmed Email (Must be identical)
- Study Code (Sponsor and Name auto-populate)
- Username
- Password and Repeat Password (Must have 8 characters minimum and be identical)
- Secret Question and Answer

I can go through all the steps of registration, however I end up with a blank page and no study to choose from.

This issue happens when your internet cache is full and can be resolved by emptying your cache/cookies. The instructions how to do it depend on the browser:

Clearing Browser Cache on Windows
 Microsoft Internet Explorer 9.0
1. Open Internet Explorer.
2. Click Tools in the left menu bar (if opened) or click on the Gear icon in the right toolbar.
3. Click Internet Options and choose the General tab.
4. Click the Delete... button under the "Browsing History" section.
5. Make sure you uncheck "Preserve Favorites Website Data" at the top of this window.
6. Make sure you check all options below "Preserve Favorites Website Data".
7. Click the Delete button.
- Deleting files could take awhile if you have a lot of files and history.
8. Click OK to close window.

Microsoft Internet Explorer 8.0
1. Open Internet Explorer.
2. Click Tools in the left menu bar (if opened) or click on Tools in the lower right menu bar.
3. Click Internet Options and choose the General tab.
4. Click the Delete... (button under the "Browsing History" section).
5. Make sure you uncheck "Preserve Favorites Website Data" at the top of this window.
6. Make sure you check all options below "Preserve Favorites Website Data".
7. Click the Delete button.
- Deleting files could take awhile if you have a lot of files and history.
8. Click OK to close window.

Microsoft Internet Explorer 7.0
1. Open Internet Explorer.
2. Click Tools in the upper toolbar or click on the Tools icon.
3. Click Internet Options to open Internet Properties.
4. Click the General tab.
5. Click Delete under "Browsing History".
6. Click Delete Files under "Temporary Internet Files".
7. Click Yes on the Delete Files dialog box.
8. Click Close and then OK.

Mozilla Firefox 3.5-3.6
1. Click Tools in the upper toolbar and select Clear Recent History.
2. Select Everything in the Time Range (drop-down menu). 
3. Click Details to choose cache and cookies to clear these elements.
4. Click the Clear Now button.
5. Exit and re-launch the browser.

Mozilla Firefox 2.0-3.0
1. Click Tools in the upper toolbar and select Clear Private Data.
2. Check Cache and cookies.
3. Click the Clear Private Date Now button.
4. Exit and re-launch the browser.

Safari 4.0 & Up
1. Open Safari.
2. Click Tools in the left menu bar (if opened) or click on the Gear icon in the right toolbar.
3. Select Reset Safari from the drop-down.
4. Choose what history and other elements to clear.
5. Click the Reset button.
6. Exit and re-launch the browser.

Google Chrome
1. Open Chrome.
2. Click the Wrench Icon (Tools menu).
3. Select Options.
4. Select Under the Hood on the left, click Clear browsing data... (in the "Privacy" section).
5. Select 'Empty the cache' and 'Delete cookies and other site data' from the items. Select 'Everything' under the period of time option.
6. Click Clear browsing data.
7. Close tab.
8. Exit and re-launch the browser.

Clearing Browser Cache on Macintosh
Safari 4.0 & Up for Macintosh OS X
1. Open Safari.
2. Click Tools in the left menu bar (if opened) or click on the Gear icon in the right toolbar.
3. Select Reset Safari from the drop-down.
4. Choose cache and cookies in the options.
5. Click the Reset button.
6. Exit and re-launch the browser.

Firefox 3.5 - 3.6 for Macintosh OS X
1. Click Tools in the upper toolbar and select Clear Recent History.
2. Select 'Everything' as the Time Range to clear (drop-down menu).
3. Click Details to choose cache and cookies from the options.
4. Click the Clear Now button.
5. Exit and re-launch the browser.

Firefox 2.0 - 3.0 for Macintosh OS X
1. Open Firefox.
2. Click on Firefox in the upper toolbar and Select Preferences.
3. Click the Privacy Icon.
4. Click Clear Now under the Private Data section.
5. Close window.
6. Exit and re-launch the browser.

Google Chrome
1. Open Chrome.
2. Click the Wrench Icon (Tools menu).
3. Select Options.
4. Select Under the Hood on the left, click Clear browsing data... in the "Privacy" section.
5. Select 'Empty the cache' and 'Delete cookies and other site data' from the items. Select 'Everything' under the period of time option.
6. Click Clear browsing data.
7. Close tab.
8. Exit and re-launch the browser.

Back To Top

Testing/Training

I just completed the test, but I don't see a certificate.

The certificate is generated the moment you finish the last question and will be available at all times on the study-page.
To access the study-page, log in and select the study you finished the certificate for and click 'Open'. You will find your certificate in the certificates section.

I'm not getting the "resume test" option.

If you have already entered the test before, the 'resume test' option will not display if:
1. You have clicked 'start new test' before trying to click 'resume test'. This causes all previous answers to be removed as is stated below the buttons. LFA POINT Support CANNOT recover answered questions once they are removed.
2. You did not answer any questions correctly. The system does not save wrongly answered questions as it does not affect how many questions you need to answer correctly to finish the test.

Back To Top

Technical Issues

When I click something, the system tells me I have to log in again.

This error message appears when the session has timed out due to inactivity. After 30 minutes of inactivity, the session will close to ensure the user's data is safe. You can resume the test after you log in again, any test questions you answered previously are automatically saved.

I can't open the certificate. Is a special program required?

You will need Adobe Acrobat Reader to open the certificate. You can install this program for free from the Adobe website.

Back To Top

General Questions

I have the Certificate Code; where can I access the electronic version without having to log in?

You can validate and access the electronic version of the certificate here.