Online - Frequently Asked Questions
Here you can find the answers to student queries to help you with your learning. If you have any questions that are not answered here then please contact us.
Q: Help with forgotten passwords and updating details?
I have forgotten my password and can't access my Architecting the Enterprise Online account, what should I do?
If you've forgotten your password then you should click "Reset Password" on the log in page and follow the on screen instructions to reset your password.
Q: Locked out of your Architecting the Enterprise Online account?
If you've tried logging in and got your password wrong a few times, you may have been locked out.
If this has happened you can still click on 'Reset Password' on the log in page and follow the on screen instructions to reset your password:
If this does not work then you will need to contact us by phone on +44 (0) 2081 229 150 or via email [email protected]
Q: How do I change my password?
When you are logged in, you can change your password by clicking on the 'Settings' tab at the top left corner of your screen. Here you can manage your settings and change your password by clicking on 'change your password'
Q: Why is it important to keep your password details safe?
The security of your information is very important which is why your password must never be shared with anyone else, including your tutor. When you first enrol with us, Architecting the Enterprise will set up an account for you with a temporary password. When you first log in, you must change your password to something you've chosen instead so that you're the only one who knows it.
If you ever forget your details, don't worry. You can reset your password by going to ate.articulate-online.com's login page and clicking on 'Reset password
Q: How do I set up my computer for learning?
What size should my computer screen be set to for my Architecting the Enterprise Online learning?
The ideal screen resolution for our courses and website is 1024x768 pixels. If your screen resolution is below our supported minimum size then you might find that your courses do not display properly.
Q: How do I check whether the software required to do my course is installed on my computer and enabled?
Some Architecting the Enterprise Online courses will require extra software (often called 'plugins' or 'players') in order for the course to be run successfully, for example, Flash.
Q: I don't know which operating system or browser I have installed on my computer?
Our courses are tested on the most commonly used operating systems and browsers, and we recommend that Architecting the Enterprise Online courses are run on these.
Currently, we support use on the following operating systems:
We also support use on the following browsers:
Internet Explorer 7
Internet Explorer 8
Internet Explorer 9
Firefox 3.6 or above
As newer operating systems and browsers are released, we may add them to our supported list but this will not happen immediately as we need to thoroughly check that our courses will work properly with them.
Apple Macs and Linux systems are not currently supported by Architecting the Enterprise Online.
It may be possible to run your course using operating systems and browsers we don't support such as Linux, Apple Macs, Google Chrome, Opera or Safari, however Architecting the Enterprise Online cannot guarantee that courses will work.
If you do experience any problems with using unsupported operating systems or browsers then you should try using one of the supported items as listed above.
Q: Will my firewall software affect me accessing my Architecting the Enterprise Online course?
A firewall is a system designed to monitor and control access to a computer. Firewalls protect your computer against attacks over the internet such as 'worms' and help prevent unauthorised access to your computer.
A firewall may prevent some Architecting the Enterprise Online courses or content from being accessible, so if you have problems with accessing content then check that your firewall is not rejecting content form Architecting the Enterprise Online.
The easiest way to ensure that your firewall is not blocking your access to Architecting the Enterprise Online services is to use your firewall control panel to allow data from *.ate.articulate-online.com
In order to make these changes to your firewall software we would advise that you refer to the user manual that came with the software, or alternatively visit the Firewall company website and access the relevant help pages.
Q: Do I need particular software to access my Architecting the Enterprise Online courses?
Most of our Architecting the Enterprise Online courses will require extra software (often called 'plugins' or 'players') in order for your course to work properly.
If you're not sure if your computer already has the required software then have a look at 'How do I check whether the software required to do my course is installed on my computer and enabled?'
Q: Can I use a dongle to access my Architecting the Enterprise Online learning?
You can use a dongle to connect to the internet and access your learning. However, you may find that your courses run a bit slower or that there are a few connection issues due to mobile broadband dongles being affected by factors such as location, signal availability and environmental conditions. If you have ongoing problems with using a Dongle then you should try using an alternative method for connecting to the internet if possible.
Q: What learner support is available?
Architecting the Enterprise Online is here to give you with the best possible learning experience.
As an Architecting the Enterprise Online learner, you will have access to:
Your mentor - to help you complete your learning and achieve your goals.
As your feedback helps us to improve please contact us to tell us what you like, make a suggestion or comment, ask a question or make a complaint.
+44 (0) 2081 229 150
Q: Clearing your cache and cookies from your computer and making sure cookies are enabled
All the files you use on your computer are stored in a place called the cache. From time to time it's a good idea to clear out the files stored in your cache just to free up some space on your computer. This is called clearing the cache. Doing this also helps ensure websites display any new content properly if they've been updated.
In the Internet Explorer menu, click on 'Tools'
Then, from the dropdown menu, click on 'Delete Browsing History'. This will open up a new window. Note, in IE8, this can also be accessed by clicking on 'Safety' and then 'Delete Browser History'.
Click on the 'Delete files', 'Delete cookies' and 'Delete history' buttons in turn, selecting 'Yes' when you get a message asking 'Are you sure...', or make sure there is a tick in the boxes for 'Temporary Internet files' and 'Cookies' and then click on 'Delete'
Click 'Close' to shut the 'Delete Browsing History' window and restart your browser for these changes to work.
For details on how to clear your internet cache in Firefox please follow the link below.
Clear cache - http://support.mozilla.com/en-US/kb/How%20to%20clear%20the%20cache
Checking your firewall or anti-virus software isn't stopping you from accessing your Architecting the Enterprise Online course
The easiest way to make sure that your firewall is not blocking your access to your Architecting the Enterprise Online course is to use your firewall control panel to allow data from *.ate.articulate-online.com.
In order to make these changes to your firewall software we would advise that you refer to the user manual that came with the software, or alternatively visit the firewall producer's website and access their relevant help pages.
Q: How do I enable cookies on my computer?
The Architecting the Enterprise Online website does use temporary cookies each time you access the site. To help ensure uninterrupted access to your learning, ensure that your computer is setup to allow cookies from the Architecting the Enterprise Online website.
- Go into Internet Explorer and select 'Tools, then Internet Options
- Select the Privacy tab and select the 'Sites' button.
- In the section entitled 'Address of Web site', type in the Architecting the Enterprise Online web address: *.ate.articulate-online.com and click allow. The Architecting the Enterprise Online address will then appear in 'Managed Web sites' section. Click 'OK' and 'OK' again on the remaining windows to save your settings.
In the security settings window, scroll down to near the bottom of the list, and in the scripting section see if the 'Active scripting' option is set to 'Enable' - if not, click on 'Enable'.
To close the security settings window, click 'OK' then close the Internet Options window by clicking 'OK' again.
To check this, click on the 'Tools' at the top of the Firefox window then choose 'Options'.
Q: How can I contact my mentor?
Through the Architecting the Enterprise Online customer services who will assign you a mentor.
You can get in touch with your Architecting the Enterprise Online centre for any general queries you may have.
If you need the contact details for your Architecting the Enterprise Online customer services, they are available on the Architecting the Enterprise website.
Tel: +44 (0) 2081 229 150
Q: How can I give feedback about Architecting the Enterprise Online?
All feedback is welcome as we value your views on our courses, mentors and, your experience with Architecting the Enterprise Online.
There are many reasons why you might want to get in touch, but we hope our 'Contact Us' area provides you with a route for your individual feedback.
Here you can:
make a suggestion or comment
ask a question
make a complaint
Alternatively please call us on the Architecting the Enterprise on +44 (0) 2081 229 150
We look forward to hearing from you.
Q: If you have a complaint about your mentor or course what should I do?
If you have any problems with your course or mentor we advise that you speak to the Architecting the Enterprise Online customer services team who will escalate the complaint to their manager in the first instance. As they will work together with you to help resolve any problems you are experiencing.