SkillPort Troubleshooting Guide

Make sure and check your system is running all the required updates before using SkillPort. You can use this site to make sure you are fully compatible with SkillPort:

http://browser.skillport.com/bh/default.asp

Troubleshooting Problems

1. The SkillPort course player hangs.
   
2. When accessing SkillPort via the web, you get the error message "Error: Login name and password do not match for user:   [User ID]".

Solutions

1. The SkillPort course player hangs.

Known Causes:

• Pop-up stopper applications can sometimes interfere with the operation of SkillSoft course players.
• There may be an unsupported or corrupted Java version installed on the PC.

Known Solutions or Workarounds:

There may be various technical issues which might prevent proper launch of our courseware on your system. You can access instructions on how to resolve the majority of these problems at:
http://support.skillsoft.com/customer/SPJava.htm

When accessing SkillPort from an off-campus location, are you using a firewall?

If your firewall allows restriction by ports, make sure you have not restricted ports 80 and 554. If your firewall allows restriction by IP address, make sure you have not restricted IP addresses 208.254.37.129 through 208.254.38.254.
Also make sure your firewall is set to allow self-executing Java applets coming from SkillSoft Corporation, or the IP addresses above.

Note:   ZoneAlarm Pro 5.0 is compatible with SkillPort course players. However, older versions of ZoneAlarm pro may not be compatible with SkillPort course players. If you have ZoneAlarm Pro 4.0 or an older version installed on your machine, you may have to shut it down while playing a SkillPort course.
To shut down ZoneAlarm Pro, right click on the "ZA" icon on the bottom right of your screen, and click on Shutdown ZoneAlarm Pro.

2. When accessing SkillPort via the web, you get the error message:
"Error: Login name and password do not match for user:   [User ID]"

Do you have a SkillPort User ID?

The SkillPort User ID is the same as your PeopleSoft ID. If you do not have a PeopleSoft ID, you will need to contact the IT Help Desk by emailing support@uh.edu, calling 713-743-1411, or go in person to Room 116, PGH building.

Did you enter your correct SkillPort User ID?

The SkillPort User ID is the same as your PeopleSoft ID. Verify you are entering your PeopleSoft ID rather than your UH alias. Your UH alias is the first part of your UH email alias, i.e. [alias]@uh.edu. Your UH Network ID may or may not be the same as your UH alias.

Did you enter your correct SkillPort password?

Your SkillPort password is your birthdate in mmddyyyy format. Please do not enter your CougarNet password in SkillPort.