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iAIM online Technical Help

Please read over the answers to these common technical issues before contacting the iAIM Support Desk. If you cannot resolve your problem, please send an e-mail message to support@iaim-online.org providing as much detail about your problem as possible (including information on your computer's operating system, the type and version of web browser you're using, the specific materials that you could not access, etc).

What sort of computer do I need to take the iAIM online courses?

Almost any general purpose computer (Windows or Macintosh) will work provided that it can run a web browser such as Internet Explorer (version 4 or later), Netscape Navigator (version 4.7 or later), or Mozilla (release 1.4 or later). You must have access through this computer to the Internet either through a dial-up modem service or broadband service (such as DSL or through your cable provider).

You have to have the latest version of Adobe Reader installed on your computer. Adobe Reader is a free program that allows you to view PDF documents ("portable document format"). If you don't have Adobe Reader, click here to download and install it. Once it's installed, run the Reader program itself (not through your web browser) to make sure that it's working correctly.

Finally, your web browser must be set up to accept cookies (tiny files that a web site puts on your computer when you visit the site) and must be set up to run Javascript (a programming language used at iAIM online). Most web browsers are set up by default to meet these requirements, but if you have changed the security settings on your web browser, you may have turned off cookies or Javascript. Please read the section below titled "Web Browser Set Up." If you continue to have problems, please send an e-mail message to support@iaim-online.org providing as much detail about your problem as possible (including information on your computer's operating system, the type and version of web browser you're using, the specific materials that you could not access, etc).

Web Browser Set Up

If you are using Internet Explorer:
  • Click on "Tools"
  • Click on "Internet Options"
  • Click on the "Security" tab
  • Make sure that the "Internet Zone" is selected
  • Click on "Default Level" and make sure that your security setting is no higher than "Medium"
  • Click on the "Privacy" tab
  • Make sure that your Privacy setting is NOT set to "Block all Cookies"
  • Click on "OK" and then log into the iAIM online site.
If you are using Netscape Navigator:
  • Click on "Edit" then "Preferences"
  • In the "Category" panel, click on the down arrow to open "Privacy & Security"
  • Click on "Cookies"
  • Make sure that cookies are enabled overall, or for your privacy settings
  • Click on "OK" and then log into the iAIM online site.
We have not tested iAIM online with AOL, Mozilla or Safari but these should work just fine.

I can't log into iAIM online because I forgot my password. What should I do?

Go to the iAIM online homepage and in the ALREADY REGISTERED panel, click on "Forgot your password?" You will be prompted to enter your e-mail address. This MUST be the same address that you used to register for iAIM online. Your password will be e-mailed automatically to this address; watch for it. If you don't receive the password reminder within a couple of hours, make sure that the message was not deleted by a spam filter if you are using one.

If this process does not work for you, please send an e-mail to support@iaim-online.org providing your full name and mailing address as they were submitted in your original registration for iAIM online. A support staff member will send your forgotten password to the e-mail address on record for your registration. Please allow 24 hours to receive a response. We're sorry, but for security reasons, we cannot send a password to any address other than that under which the registration was created. If your e-mail address changes at any time, you must notify support@iaim-online.org.

I can't access the iAIM online web site at all. What should I do?

First, confirm that you can access other web sites such as http://www.google.com or http://www.yahoo.com. If you cannot access any web sites, then it is likely that there's a problem with your computer's connection to the Internet. You should reboot your computer and try reconnecting to the Internet; if you cannot connect to the Internet, please contact your local Internet service provider.

If you can access other web sites, but not the iAIM online web site, check to make sure that you are entering the correct web address. It is http://www.isiuniversity.org (or you may click on this link). Once you get connected, you should bookmark the iAIM online site so it is available easily in the future.

If you are entering the correct web address for the iAIM online site but still cannot connect to it, please review the technical requirements under "What sort of computer do I need" question above. Make sure that your computer meets these requirements and if not, follow the steps outlined on this page to resolve the problem before contacting the iAIM Support Desk for help.

If you continue to have problems, please send an e-mail message to support@iaim-online.org providing as much detail about your problem as possible (including information on your computer's operating system, the type and version of web browser you're using, the specific materials that you could not access, etc). If you cannot use e-mail to communicate your problem, please contact the staff at the Ice Skating Institute at (972)-735-8800 for further assistance.

I'm having trouble viewing the course documents even though I can log in. What's wrong?

If you can log in and see the iAIM online web site, but get an error message when trying to access the online documents, it is possible that you don't have the latest version of Adobe Reader installed. The content of iAIM online is presented as Adobe Acrobat PDF ("portable document format") files. Adobe Reader is a free program that allows you to view PDF documents ("portable document format"). If you don't have the latest version of Adobe Reader, click here to download and install it, then try viewing the course documents again. If you get a blank screen when you try to view an iAIM online document, close your web browser and run the Adobe Reader program itself (it should appear in your menu of installed programs). Make sure that you have accepted the licensing agreement for Reader, and that it works on its own, then try accessing iAIM online documents again. If you continue to have problems, please send an e-mail message to support@iaim-online.org providing as much detail about your problem as possible (including information on your computer's operating system, the type and version of web browser you're using, the specific materials that you could not access, etc).

When I log into the iAIM online web site and click on the track or course that I want, I'm told to log in again, and I can't seem to get beyond that point. What's wrong?

This specific symptom suggests that your web browser is set up to reject cookies which are tiny files that a web site puts on your computer when you visit the site. You must set your web browser to accept cookies. To do this, please consult the item above titled "Web Browser Set Up."

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