Troubleshooting Page - WPDSA Online Driver's Education Program

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WPDSA Online Driver's Education Program
Program Troubleshooting Page
If you are having an issue with a unit, please first check the notes below.  95% of reported issues can be resolved by reading the notes listed below.

If you are unable to resolve the issue, please fill out and submit a Unit Problem Report.

Please keep in mind that investigating and resolving issues may take a few days.

NOTICE:

FROM JUNE 13, 2019 TO JUNE 28, 2019
WPDSA ONLINE WILL BE DOING PLATFORM AND SERVER UPDATES.
THESE UPDATES MAY CAUSE SOME ISSUES WITH STUDENTS BEING ABLE TO ACCESS THE PROGRAM AT TIMES.  
THESE UPDATES MAY ALSO CAUSE SOME UNITS TO LAG OR DELAY IN LOADING AND PLAYING THE VIDEOS.

To report a problem with a unit, please click on the link below.


CHROME USERS - CLEAR CACHE

If you are using a ChromeBook or Chrome web browser, please be sure to clear the cache after a few units.  Once the cache fills up, your device will no longer allow the videos to load and play.  To clear your device's cache, please refer to the users manual or google it.  Due to each device being set up differetly, WPDSA Online is not able to tell you how to clear the cache on your device.

This issue is with Chrome and not the WPDSA Oline program.  It all depends on the ChromBook's processor and internal memory.


UNIT 05 VIDEO ONLY PLAYS FOR 4 SECONDS

If Unit 05 Section 02 video only plays for approx. 4 seconds and then restarts, this usally indicates:

- you are using a ChromeBook or Chrome web browser, and need to clear the cache after a few units.  Once the cache fills up, your device will no longer allow the videos to load and play.  To clear your device's cache, please refer to the users manual or google it.  Due to each device being set up differetly, WPDSA Online is not able to tell you how to clear the cache on your device.

This issue is with Chrome and not the WPDSA Oline program.  It all depends on the ChromBook's processor and internal memory.  The cheapter the ChromeBook, the more issue you will have with running the WPDSA Online program.

- you are using a school issues ChromeBook that has not been authorized to run the WPDSA Online program.


School Issued Chrome Books

If you are using a school issued Chrome Book, please be aware that if you did not have the school authorized the Chrome Book to run the WPDSA Online Driver's Education Program web sites (www.wpdsastudents.org and www.wisconsindrivingschools.org) some program units may not work properly.

If Unit 05 Section 02 video only plays for approx. 4 seconds and then restarts, this usally indicates that the school issed Chrome Book was not authorized to run the WPDSA Online Driver's Education Program web sites.

To resolve this issue, the student will need to take the school issued device to the school and have the school authorize the device to run the WPDSA Online Driver's Education Program web sites (www.wpdsastudents.org and www.wisconsindrivingschools.org).

You could also try disabling hardware acceleration.  
-- go to youtube and open a video to play
-- right click on player
-- click on settings
-- uncheck hardware acceleration
-- restart your browser and try playing the video again  

How do I check to see what units are registered as completed?


To check to see what units have been registered as completed, just click on the "ACTIVITY" tab at the bottom of the unit listing.

It will show you the listing of the completed units and the date and time the unit was completed.  Once you complete the Unit 30 and Unit 60 exams, the exam dates and scores will show on the activity page.

To return to the unit listing, just click on "Back to Main Page" tab located at top of the unit activity page.
General Issues with the Program (Firewall and Security Settings)

Due to the WPDSA Online Driver's Education Program needing to send information to and from the WPDSA servers, the device you are using needs to allow the WPDSA servers to communicate with your device.  To do so, you will need to allow your device to communicate with the WPDSA servers.  To allow the communication between your device and the WPDSA server, you will need to:

 - allow the WPDSA web sites (www.wpdsastudents.org and www.wisconsindrivingschools.org) to send data to and from your device by listing the WPDSA web sites in the devices security settings as safe sites to visit.

 - turn off the firewall while accessing the WPDSA Online Driver's Education Program web sites (www.wpdsastudents.org and www.wisconsindrivingschools.org).  Please remember to turn the firewall back on when not using the WPDSA program.

General Issues with the Program (Internet Connection)

Due to the WPDSA Online Driver's Education Program needing to send information to and from the WPDSA servers, the device you are using needs to be connected to the internet while using the program.

 - If your device loses internet connection while using the WPDSA program, the program will automatically shut the current unit you are working on down on the server and will not allow you to register the unit as completed.  The unit may stay active on your device but when you click on the "Completed" button, you will receive a server error message.

 - If you know that you lost internet connection while working on a unit, please log off the unit and close the web browser.  You will then need to access the program again from the main log-in page located at:  www.wpdsastudents.org  The program does not save partially completed units and will require you to start the unit from the beginning.

 - To ensure that this does not happen, be sure to have a good and strong internet connection when using the WPDSA program.  Please keep in mind that the more devices you connect to the internet at one time, the weaker the signal gets if using WIFI.  For best results, use a device that uses a hard wired connection to the internet.
Accessing the Program (I did not receive a username and password)


The WPDSA Online DE program does not issue the username and password to the student.  The username and password are issued to the driving school that you are registered with.  Please DO NOT contact WPDSA Online for your username and password.  You need to contact the driving school you are registered with for that information.

If you registered for the program but did not receive a username and password, then:

 - you may not have finished the registration process completely.  (See directions for filling out and submitting the registration.)

 - your registration form had errors or missing information and was not able to be processed by WPDSA Online.

 - you filled out and submitted multiple registration forms which results in the system not being able to process the registration forms until it can determine which form to use.  When you fill out and submit the same registration form multiple times, an account is created for each registration from received by the system.  If the system has multiple registration forms from the same student, it will not process the registrations until it is determined which account to use.

To resolve this issue, you must contact the driving school you are registrered with to find out what needs to be done.

DO NOT FILL OUT A NEW REGISTRATION FORM UNLESS INSTRUCTED TO DO SO BY THE DRIVING SCHOOL OR WPDSA ONLINE.
Accessing the Program (Your login attempt was not successful message)

If the student is not able to access the WPDSA program and receives a message that reads "Your login attempt was not successful. Please try again." or "incorrect username/password", the student needs to check to be sure they are using the correct username and/or password that was assigned to the student.  If you receive this message:

 - check with the driving school you are registered with to be sure the username and password are correct.

 - be sure you are logging in from the correct log-in area for the program you registered for.

The username and password are CASE SENSITIVE.

 - be sure you are placing the HYPHEN in the username.  (288-0000)

 - be sure you are using CAPITAL LETTERS when entering the password. (123CL18)

If you enter the incorrect password 3 (three) or more times, the system will lock you out and your account will need to be reset by the program administrator.  If you feel you are locked out, please fill out and submit a Unit Problem Report and indicate in the text field that you think your account may be locked.  Locked accounts may take up to 48 hours to be unlocked once the Unit Problem Report is submitted.



Accessing the Program (Sever Error: Incorrect Syntax Near '='.)


If the student received a Sever Error message that indicates "Incorrect Syntax Near '='., it indicates that the student is not able to access the account due to an incorrect email address.

This would be due to the student providing two different email addresses when registering for the program.  During the registration process, the student is required to fill out and submit two different forms.  If the student does not enter the same email address on both forms in the "Student's Email Address" field, the system is unable to authorize the account and will not allow access to the program.

As the instruction explain, you MUST enter the same email address on both forms to allow you access to the program.  This is a security setting on the system to be sure the account is for the correct student.

To correct this issue, you must notify the driving school you are registered with about the issue and determine which email address the system needs to use.
Accessing the Program (Using the correct log-in area)


Due to the WPDSA offering several different programs, the student needs to make sure they are logging in from the correct log-in area.

Always be sure you are logging into the program from the main page located at:  www.wpdsastudents.org   Logging in from a different web page may result in your completed units not being registered as completed or you may receive a server error message when clicking on the "Completed" button.

Also be sure you are logging in under the correct log-in area for the program you are registered for.

To correct this issue, always log-in from the main WPDSA program page:  www.wpdsastudents.org


Which web browser works best with the program?


The WPDSA Online DE program works best using Internet Explorer or Microsoft Edge.  The WPDSA Online DE program was built using microsoft based programs.  

Due to some issues with the Chrome and Firefox programs, the WPDSA Online DE program does not always work well with them.  This is an issue on Chrome's and Firefox's end and not the WPDSA program.  Chrome and Firefox browsers like to refresh themselves often which then esses with the unit timing part of the WPDSA Online DE program.


Unit video will not play.


If a unit video will not play or work for the student, the reasons may be:

 - The student is using a school issued Chrome Book that has not been authorized to run the WPDSA Online DE program.   If the video stops and then restarts after approx. 4 seconds, then this is most likey the reason for this issue.  Please see the "School Issued Chrome Book" section to resolve this issue.

 - The student's device does not have an up to date video player installed.  Please see your devices manual to update or install a video player.  The WPDSA Online DE program uses YouTube and MP4 video formats.  Please be sure to have the most current version of the player installed on the device you are using.  Please keep in mind that not all devices are set up to view MP4 and/or YouTube videos.

 - The device the student is using has a full memory.  Due to the large video file, the device may not have enough memory left to download and play the video.  Normally to resolve this issue you will need to restart the device.  Please keep in mind that the more units you watch, the more memory the device uses.  Once the memory on the device is full, it is unable to load more videos.

 - The device firewall settings do not permit the video to download and/or play.  To resolve this issue, you will need to change the firewall settings on the device you are using.

- You could also try disabling hardware acceleration.
    go to youtube and open a video to play
    right click on player
    click on settings
    uncheck hardware acceleration
    restart your browser and try playing the video again   

The student is unable to progress to the next unit.


If the student is unable to progress or move onto the next unit, it is mainly due to:

 - The student reached the maximum number of units allowed per day.  WI State Statutes only allow for the completion of up to 4 (four) units per day.  At this time, if the student goes back and reviews a previously completed unit and clicks on the "Completed" button, then that unit will be counted as one completed unit for that day.

 - The student did not successfully complete the previous unit.  Remember that each time you complete a unit, you must click on the "Completed" button at the bottom of the unit page.  The system will not allow the student to progress to the next unit until the pervious unit is registered as completed by the system.

- The student did not click on the "Completed" button after the unit refreshed and the "Completed" button appeared.  In order for the unit to be registered as COMPLETED, the student must click on the "Completed" button.

To check to see if a unit registered as COMPLETED, just click on the ACTIVITY tab located at the bottom of the list of units.  The report will show all units registered as completed.  If the unit does not show on the list, then it was not registered as COMPLETED.


The "Completed" button does not appear at the end of the unit.


If the "Completed" button does not appear at the end of the unit, it is mainly due to:

 - The student is not waiting long enough for the "Completed" button to appear.  Most units are set to have the "Completed" button appear after the unit has played between 30 and 37 minutes.  This is to keep the student from logging onto a unit and then immediately clicking on the "Completed" button.  Some units may take up to 37 minutes before the "Completed" button appears.

 - The student did not log-in from the correct web page.  Remember, you need to log-in from the main page:  www.wpdsastudents.org

 - The student did not log-in correctly.  The system may allow you to access the units even thou you are not logged in correctly.  Always check the upper right hand part of the unit page to see if you are logged in.  If logged in, the system will show "Hello and your username".
Remember to always log-in from the main page:  www.wpdsastudents.org

 - The device you are using lost internet connection while working on the unit.  Seeing that the program needs to send and receive information from the device you are using, if the internet connection is lost during that time, the system will automaticlly log you off the server and will not allow the "Completed" button to appear at the end of the unit.

- The student accessed another web browser page or tab while viewing the unit lesson.  If the student opens or moves to another web browser page or tab while viewing a unit lesson, the unit timer for that unit will reset back to zero and the "Completed" button may not appear and the student made receive a sever error message.  The system has this feature to keep students from logging into the unit and then going to other websites to do other things while they are suppose to be doing the unit lesson.

 - The firewall setting on the device may be preventing the "Completed" button from appearing at the end of the unit.  To resolve this issue, you need to change the firewall settings to allow the WPDSA Online DE program to run on the device.  You may also need to turn off the firewall while using the program.

I received a "Sever Error" message.


Students using the program may receive a "Sever Error" message at times.  The main reasons for "Server Error" messages are:

 - The student took too long to complete the unit.  Each unit has a timer of 45 minutes.  After 45 minutes the system will automatically log the student off the server and will result in the student receiving a "Server Error" message page.  The reason for the timer is to keep students from logging on to the program and then doing other things.

 - The student did not log-in correctly and then attempted to complete the units.  This is to prevent the student from completing several units without being logged on correctly.

 - The student logged on using a bookmarked page other than the main page at www.wpdsastudents.org.  The system is set up this way on purpose to make sure the student is using the most current version of the program.  The program is updated on a regular basis.  For the system to work properly, the student needs to be using the most current version of the program.

When a student receives a "Sever Error" message, it is best to have the student log off the program, close the browser window and then re-open the browser window and log-in again from the main program page at:  www.wpdsastudents.org


I did not receive an email after completing a unit.


YOU DO NOT NEED TO RECEIVE AN EMAIL TO KNOW THAT THE COMPLETED UNIT WAS REGISTERED AS COMPLETED.  IF YOU ARE ABLE TO MOVE ONTO THE NEXT UNIT, THEN THE PREVIOUS UNIT WAS REGISTERED AS COMPLETED.

There are several reasons why you did not receive an email after completing a unit:

- You entered the wrong email address on the registration form.

- Your email service provider blocked the email.  (WPDSA Online has not control over your email service provider.)

- You were not logged into the system properly.

The student was not correctly logged onto the program when they clicked on the "Complete" button.  Always be sure to log into the program from the main page of: www.wpdsastudents.org .  If you log into the program from a different we address, you may not be accessing the most current version of the program and the completed units may not register as completed.

If you logged into the system from the correct area, (www.wpdsastudents.org) and you are able to access the unit after the unit you did not receive an email for, then the previous unit was registered as completed and you are allowed to move onto the next unit.  If you are not able to access the unit after the unit you did not receive an email for, then you were not logged on correctly and must redo that unit to have it registered as completed.

Again, it is important to always log into the system from the main page of: www.wpdsastudents.org .  If you fail to log into the system from the main page, then you need to redo the unit.  We have told you several times throughout the program that you need to always log into the system from: www.wpdsastudents.org .

The default setting for the program is to send an email to the student and driving school after the student has:

- filled out and submitted the program sign-up form.
- completed and submitted Unit 01.
- completed and submitted Unit 30.
- completed and submitted Unit 60.

If you did not receive an email after any of the above, then the system most likely does not have the correct email address.  If you are not receiving emails after the above, please fill out and submit a Unit Problem Report asking to verify the email address on file with the system.  Please be sure to include the correct email address that notifications should be sent to.

 

I received a "Sever Error" message (Validation of Anti-XSRF token Failed).


The main reasons for "Server Error" "Validation of Anit-XSRF Token Failed"  messages are:

 - The student took too long to complete the unit.  Each unit has a timer of 45 minutes.  After 45 minutes the system will automatically log the student off the server and will result in the student receiving a "Server Error" message page.  The reason for the timer is to keep students from logging on to the program and then doing other things.

 - The student did not log-in correctly and then attempted to complete the units.  This is to prevent the student from completing several units without being logged on correctly.

 - The student logged on using a bookmarked page other than the main page at www.wpdsastudents.org.  The system is set up this way on purpose to make sure the student is using the most current version of the program.  The program is updated on a regular basis.  For the system to work properly, the student needs to be using the most current version of the program.

When a student receives a "Sever Error" message, it is best to have the student log off the program, close the browser window and then re-open the browser window and log-in again from the main program page at:  www.wpdsastudents.org


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