Frequently Asked Questions

Troubleshooting

Please note: If your issue is not listed below or the information provided did not address your issue, please submit a support ticket.

System Access

Q: What do I do if I tried to register but don’t receive the confirmation email?
A: Be sure you entered your email address correctly when registering. You may also need to check your spam, junk or clutter folders (depending on your email system) in case the registration message was filtered out. It can take a little bit of time for the email to arrive in your inbox, however, if you do not receive it after a brief amount of time, please submit a support ticket, and the Help Desk will send you a new confirmation email.

Q: I have a new email address. How do I update my account?
A: Glad you asked. To update your account information, first log in into My Training Hub. Then select the My Profile link from the drop-down at the top right of the page, and the My Profile page will appear. Update your information and then select the Save and Continue button to go back to the page you were on previously.

Q: I have entered my log-in information, but I still can't access My Training Hub. What's wrong?
A: Before you take a hammer to your computer:

  • Verify that you have entered the correct email address and password. Passwords are case sensitive, so make sure Caps Lock isn’t on.
  • Remember: passwords for My Training Hub require 12 characters, with one capital letter, one number, and one special character (#, @, !, etc.).
  • If you still can’t get in, then select the support link for help.

Q: What should I do if my browser notified me of incompatibilities with My Training Hub?
A: We updated our site's security certificate some time ago. If your browser notifies you of incompatibilities with the system, please go to the Information Assurance Support Environment’s Getting Started: Windows page and complete step 3. This process will update your browser with the appropriate Department of Defense certificates for compatibility with the new certificate.

Q: When I try to get to the My Training Hub website, I get a “page can’t be displayed” error. What should I do?
A: Make sure you have typed or copied the LMS address, “https://myhub.militaryonesource.mil,” correctly. Occasionally, we come across issues in which the user has accidentally copied a blank space or left a character off.

Q: Which browser do I need for optimal viewing of this site?
A: To best view and use My Training Hub, PC users need Internet Explorer 6.0 or higher. Mac users need Mozilla Firefox 1.5 or higher.

My Training Hub also provides different forms of rich text and audio content that require the following applications:

  • Adobe Acrobat Reader for viewing portable document format or PDF files. Download Adobe Acrobat Reader.
  • Real Player or Windows Media Player for listening to audio. Download Real Player and Windows Media Player.
  • Sound card and speakers for listening to audio. Most modern PCs and Macs have sound cards and speakers. If your computer is not equipped with a sound card or speakers, you can contact your computer manufacturer to find out where to purchase them. Most local computer or electronics stores stock sound cards and speakers compatible with PCs and Macs.

Pop-up Blockers

Q: Why does nothing happen when I select “Launch Course?”
A: My Training Hub uses pop-up windows to launch courses. If your browser is configured to block pop-up windows, you may receive warning prompts or error messages when trying to launch courses. To ensure you receive the best experience when using our websites, we recommend you configure your browser to allow pop-up windows for our applications.

Follow the directions below for your browser to allow the My Training Hub to launch pop-up windows.

Internet Explorer

Open Internet Explorer and verify the following settings:

  • Select Tools and then Internet Options.
  • Once there, select the Privacy tab.
  • In the Pop-up Blocker section, click the Settings button.
  • Enter https://militaryonesource.mil in the field and then click the Add button.
  • Enter https://militarycfp.blackboard.com in the field and then click the Add button.
  • Click the Close button to apply the changes and then click OK on the Internet Options window.
  • Exit, restart your browser and try to access the site again.

Firefox

Open Firefox and verify the following settings:

  • Select Tools.
  • Select the Content tab in the Options window.
  • In the Block pop-up windows section, click the Exceptions button.
  • Enter https://militaryonesource.mil in the field and then click the Allow button.
  • Enter https://militarycfp.blackboard.com in the field and then click the Allow button.
  • Click the Close button to apply the changes and then click OK on the Options window.
  • Exit, restart your browser and try to access the site again.

Chrome

Open Chrome and verify the following settings:

  • Click the Menu button.
  • Select Setting from the list.
  • Click the Show advanced setting link at the bottom of the screen.
  • Scroll down to the Privacy section.
  • In the Privacy section, click the Content settings button.
  • In the Content setting, section click the Manage exceptions button.
  • Enter https://militaryonesource.mil in the field and then click the Allow button.
  • Enter https://militarycfp.blackboard.com in the field and then click the Allow button.
  • Click Done to apply changes and then click Done in the Content settings section.
  • Exit, restart your browser and try to access the site again.

Safari

Open Safari and verify the following settings:

  • Open the Safari menu
  • Ensure that Block Pop-Up Windows is not checked. If it is checked, click it to disable it.
  • Exit, restart your browser and try to access the site again.

Trusted Sites

Q: What should I do if I can’t get any of the courses to load?
A: Depending on your organization's internet security settings, your internet browser may be locked down to only allow things like Flash player to work for trusted websites. To ensure that these applications work, you need to place the Military OneSource domain in your trusted sites. Below are the instructions for Internet Explorer, Google Chrome, Safari and Firefox.

Internet Explorer

Please open Internet Explorer and verify the following settings:

  • Open Internet Options by selecting the Tools, Internet Options menu options.
  • Select the Security tab in the Internet Options window.
  • Select the Trusted sites zone (green checkmark) and select the Sites button.
  • Add these websites to your Trusted sites zone by typing in the site and clicking the Add button:
    • http://*.militaryonesource.mil
    • https://*.militaryonesource.mil
    • http://militarycfp.blackboard.com
    • https://militarycfp.blackboard.com
  • Apply the changes by selecting the Close button in the Trusted sites window and selecting OK in the Internet Options window.

Once those settings are set, restart your browser and try accessing the site again.

Safari

Open any version of Safari and add Top Sites by completing the following steps for each of the appropriate links below:

  • Press Control while selecting the link in the address bar.
  • Select Add link to Bookmarks.
  • Under Add this page to: click the arrow for the drop-down menu.
  • Select Top Sites.
  • Click the Add button.
    • http://*.militaryonesource.mil
    • https://*.militaryonesource.mil
    • http://militarycfp.blackboard.com
    • https://militarycfp.blackboard.com

Once those settings are set, restart your browser and try accessing the site again.

Google Chrome

Please open Google Chrome and ensure the following settings are in place:

  • Select the three horizontal lines icon on the far right of the address bar. (When hovering over this icon, it shows Customize and control Google Chrome.)
  • Select Settings, scroll to the bottom and select the Show advanced settings link.
  • Select Change proxy settings.
  • Select the Security tab > Trusted sites icon, then select Sites.
  • Add these websites to your Trusted sites zone by typing in the site and clicking the Add button.
    • http://*.militaryonesource.mil
    • https://*.militaryonesource.mil
    • http://militarycfp.blackboard.com
    • https://militarycfp.blackboard.com

Once those settings are set, restart your browser and try accessing the site again.

Firefox

For Firefox, there are several different areas to add a trusted site (referred to as "Exceptions"), depending on what functionalities you want to allow prevent.

  • From the Firefox menu, go to Tools > Options.
  • Under Content, you can choose to add Exceptions to:
    • Block pop-up windows: Select Exceptions and add URLs for the sites where you want to allow pop-ups.
    • Load images automatically: Select Exceptions and enter the URL of the site and choose to either Allow or Block the site from loading images automatically.
    • Enable JavaScript: Select Exceptions and add URLs for the sites where you want to allow JavaScript.
  • Under Privacy, if you want to allow cookies from most sites, select Clear all current history to open the Clear Recent History window. Select Accept cookies from sites, but keep in mind that you may want to add some Exceptions for sites you don’t trust to prevent them from storing cookies.
  • Under Security, if you have the Warn me when sites try to install add-ons box checked, you can override this warning for certain sites by selecting Exceptions.
  • In the Exceptions dialog box, enter the website URL in the Address of website: field, then select Allow. Repeat this process for each of the links below:
    • http://*.militaryonesource.mil
    • https://*.militaryonesource.mil
    • http://militarycfp.blackboard.com
    • https://militarycfp.blackboard.com
  • Under Advanced, click the Network tab. There is a checkbox labeled Tell me when a website asks to store data for offline use. Here you can add Exceptions that would override this rule.

Once those settings are set, restart your browser and try accessing the site again.

Security Questions

Q: Why do I need to create a username and password every 60 days?
A: Department of Defense security restrictions require passwords to be changed every 60 days. As the date gets closer to your password expiring, you will receive an automatic reminder with instructions on how to update or reset your password.

Q: Why do I also have to create a profile after creating a username and password?
A: We need to know a bit about you to customize your training. The profile is the second part of the registration process.

Q: What about privacy, security and confidentiality?
A: We take great care to protect your information. Though we offer safeguards to protect your data, please keep in mind that you should take appropriate safety precautions with your password and user account.

Course Access

Q: Why can’t I enroll in a course?
A: Make sure that you selected the Enroll button. If you have, and nothing happens, then select the support link and submit a ticket for help.

Q: I am trying to launch a course, and nothing is happening. What do I do?
A: If your online course will not launch, please check the following:

  • Is your web browser’s pop-up blocker turned off?
  • Do you have the latest version of Flash player installed on your computer? If not, go to the Adobe website to download the latest version.
  • Do you have Adobe Acrobat Reader version 6.0 or higher installed on your computer? If not, go to the Adobe website to download the latest version.
  • If you are on a Mac, are you using the Safari web browser? If so, don’t. Use Firefox instead.
  • If you are using Windows 7, are you using Internet Explorer-32-bit? If so, do not use 64-bit Internet Explorer if your system is 32-bit.

Q: I can’t access some parts of the course (for example, the videos and PDFs).
A: Documents used in courses are in Adobe PDF format (.pdf). Download and install Acrobat Reader (no cost). Many courses also have video or animations that use Flash. Download the Flash Player Plugin (no cost) to your computer.

Error messages

Q: What should I do if I get “You are not eligible for a course” when I try to enroll in certain courses?
A: Certain courses are restricted to certain audiences and have eligibility requirements set. If you need to take the training, you may need check your profile to ensure you have entered all information correctly. When courses are restricted, those intended to take the course usually receive guidance on how to fill out their profile so they are eligible to take the course.

Q: When I launch a course, I get a security warning that says, “The current web page is trying to open a site in your Trusted sites list. Do you want to allow this?”
A: This is a standard Department of Defense security message. Select Yes to allow this site so your course can begin.

Course Completion

Q: How do I prove that I have taken training?
A: You can download and print your course certificate after you’ve taken the training by selecting Get Certificate on the My Training page.

Q: Will my manager be notified that I have completed a course, or do I need to forward a certificate?
A: Your manager will not be notified. You will need to provide them a copy of your completion certificate.

Q: Can I go back and print my completion certificate?
A: Yes. You can download your certificate after you complete the course at any time from the My Training page. Please note, in the future, you will have to log in to access the page.

General Course Questions

Q: How do I enroll in or launch a course on My Training Hub?
A: You must be enrolled in a course before you can launch it.

To enroll in a course:

  • Select the Course Catalog link.
  • Browse the list of courses.
  • Select the Enroll link in the action column.

To launch a course:

  • Find a course from the list in the course catalog.
  • If you are already enrolled, select the Launch Course link in the action column.
  • If you are not enrolled, select Enroll and then select the Launch Course link. If you don’t finish a course, you can return within 60 days and pick up where you left off.

Q: Can I pause my training and start again where I left off?
A: You can pause or exit anytime and pick up where you left off within 60 days.

Q: Will there be training materials that I can refer to after I finish a course?
A: Certain courses are set up so that you can access your training course materials for reference at any time. Depending on the course, they can be found in such places as a link in the Course Catalog Description or a link on the course page that you can download for later access to the reference materials.

Q: How do I listen to audio files on My Training Hub?
A: You can listen to the internet audio files on this site directly from your computer. You may not be able to play internet audio files at work due to network restrictions, so a transcript is available on every course for you to read. If you have access to My Training Hub from home, and your computer has internet access, a sound card, speakers and a media player, you can listen to the internet audio files from your personal computer. When you select the Real or Windows Media link, a window opens with the media player in it. At the bottom of the player you should see the audio buffering. Play is automatic once the system is ready.

Q: What should I do if I am trying to listen to an audio file but can’t hear anything?
A: If you are not hearing any sound, check the following:

  • Make sure the volume is turned up and not muted on your computer and the media player.
  • At work, make sure you do not have restricted access.
  • If you are using headphones, make sure they are plugged in.
  • Make sure your computer can play sounds (it has a sound card and speakers).
  • If you do not already have a media player on your system, you can download a free player such as Real Player or Windows Media Player.
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