Frequently Asked Questions
Problems:

Click on the question or issue below to view a possible solution...
Solutions:

Pop-up Blocker problems

To properly access the site, you will either need to have any pop-up blockers on your computer disabled or modify them to accept pop-up windows from this site.

Note that you may have more than one of these
pop-up blockers installed on your system. They are usually found in free browser toolbars (for example, the MSN toolbar ), and sometimes in security applications like Norton. While we cannot show how to disable all pop-up blockers, we have instructions below for disabling three of the most common: the Internet Explorer blocker, and those found on the Google and Yahoo toolbars.

1. The
Explorer Pop-up blocker. For users of Windows XP Service Pack 2, this pop-up blocker is built into the menus of Internet Explorer itself. You can see if you have this blocker by clicking on the “Tools” menu, as indicated here, and looking for a line that reads “Pop-up Blocker”. If it’s not there, then you don’t have this pop-up blocker. If it is there, go to the right as indicated in the screenshot and click the “Turn Off Pop-Up Blocker” option. Then try again to enter the site.

Screenshot of Turning Off IE Pop-Up Blocker

2. The
Google Toolbar Pop-up blocker. If you see this toolbar near the top of your browser, open your browser window to the Academy page and click on the button that says something like "5 blocked" to disable pop-up blocking for the Academy site. It should now show "Popups okay" (indicated in the screenshot below). Then try again to enter the site.

Screenshot of Turning Off Google Pop-Up Blocker

3. The
Yahoo Toolbar Pop-up blocker. If you see this toolbar near the top of your browser, click on the pop-up blocker toolbar icon, as indicated here, and uncheck the line labeled “Enable Pop-Up Blocker”. Then try again to enter the site.

Screenshot of Turning Off Yahoo Pop-Up Blocker

If these solutions do not solve the problem, and you are still denied access to the  site because of a persistent pop-up blocker, we suggest you contact the local tech support people in your office and ask them to help you disable any other installed
pop-up blocker security software.

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Add the Academy to Internet Explorer's Trusted Sites list

To ensure trouble-free use of the Academy, it can be very helpful to add the domain of the Academy to your browser's list of "Trusted Sites." To accomplish this:
  1. Click Internet Explorer's Tools menu and select the "Internet Options..." menu item.
  2. Click the Security tab along the top of the Internet Options window which opens.
  3. Click the icon of a checkmark within a green circle labeled Trusted sites and then click the "Sites..." button below it.
  4. Beneath the prompt "Add this Web site to the zone" type the following: *.accentureacademy.com  (this includes the asterisk at the beginning of the address). 
  5. Click the Add button at the right side of the window, and then click OK at the bottom of the window.
  6. Click OK again to close the Internet Options window and return to your browser.

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Course shows 'In Progress' After Completion

First, make sure your computer is properly configured for the Academy website. To check this, go to the Academy Browser Environment checker by clicking here

It can also be very helpful to add the domain of the Academy to your browser's list of "Trusted Sites."

      1.   Open the Internet Explorer "Tools" menu and select "Internet Options". 
      2.   Select the "Security" tab and click the "Trusted Sites" icon. 
      3.   Click the "Sites" button. This will open a new window. In this window, there is a check 
            box at the bottom. Please be certain that this box, "Require server verification (https:) 
            for all sites in this zone", is not checked. 
      4.   In the "Add this Web site to the zone" field, please enter   *.accentureacademy.com 
            (this includes the asterisk at the beginning of the address). 
            Click the "Add" button. 
      5.   Click OK to return to the "Internet Options" window.
      6.   Select the "Trusted Sites" icon again and click the "Custom Level" button at the bottom 
            of the window. This will open the "Security Settings" window. 
      7.   In this window, please be certain that all options are set to either "Enable" 
            or "Medium-Low". 
      8.   Click OK to return to the "Internet Options" window, but do not close the 
            "Internet Options" window.
      9.   In the "Internet Options" window, select the "General" tab and click the 
            "Delete Files" button.
     10.  Click OK to exit out of all Internet Explorer settings windows and restart your 
            Internet Explorer browser.


Once you have completed these instructions, open the course again and complete it. The course should now me marked as 'complete' in your Curriculum.

If the problem persists, it is possible that the course has not been completely accessed. The status of the course will not be ‘complete’ until the parts that were skipped have been accessed. The cause of this problem is usually when a student skips page(s), loads the next page before the audio completely plays, or does not finish an exercise in a section.

You can see this for yourself in most of our courses by opening the course, choosing to ‘resume the course’, and selecting the ‘Index’ or 'Topic Menu' button. Incomplete sections show a box that is half full; complete ones, a box entirely full. Unaccessed sections will have a blank white box.

After you access the course content that was skipped, you should be able to complete the course, and that course status change will also be viewable in your Curriculum. If the course status does not change at that point, please contact Technical Support using the Support Request Form or by e-mail to support@accentureacademy.com.

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Course halts abruptly or lacks obvious content

First, make sure your computer has the latest version of the Adobe Flash plug-in for Internet Explorer. To check this, go to the Academy Browser Environment Tester, which will test for the Flash plug-in as part of the comprehensive battery of tests that it performs. (click here for the tester)

You can obtain an updated version of the Adobe Flash plug-in by following these instructions, or by contacting your local IT staff perform the installation.

      1. Go to the following link:
          http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
      2. Ensure that the box for the Google Toolbar is not checked! The Google Toolbar has
          a pop-up window blocker that will interfere with this site.
      3. Select the "Install Now" button. Download Adobe Flash. Execute the file that downloads
          if it does not run automatically. This will initiate the installation.
      5. The installation should not take longer than a few minutes. You should follow the
          instructions on Adobe's download page to complete the installation. For example, "You may
          need to click the gold bar at the top of the browser window to allow the install" if your
          browser is configured with high security settings.
      6. When the Flash installation is complete (it will say so), close down all your browser
          windows, restart the browser, and return to this site. Access the course again and see if
          the same problem occurs.

If the problem persists, please contact Technical Support using the Support Request Form or by e-mail to support@accentureacademy.com.

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Failed Login or Cookies Disabled

You may need to enable browser 'cookies' for the Academy site. To do this, follow these steps:
  1. Open an Internet explorer Browser Window Click on the Tools-menu in Internet Explorer
  2. Click on the Internet Options item in the menu - a new window opens.
  3. Click on the Privacy tab near the top of the window.
  4. Click on the Sites button - a second new window appears
  5. In the address field add accentureacademy.com and click 'Allow'
  6. Click OK on each window to exit.
If the problem persists, please contact Technical Support using the Support Request Form or by e-mail to support@accentureacademy.com.

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Live Webinar Dial-up Information

Live Webinars make use of Voice Over Internet Protocol (VOIP) and deliver the Session audio to you through your PC speakers or headphones. To ensure the best experience, it is recommended you review the Academy Live VOIP FAQ document in advance of your first session.

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Live Webinar Virtual Meeting Access

Live Webinars make use of Adobe Connect virtual meeting software, which requires the Adobe Flash Player browser plug-in. While this is very common, t
o ensure that your system is compatible please visit this test site: http://connect.accentureacademy.com/common/help/en/support/meeting_test.htm If this test fails, tips and troubleshooting resources are also available on this page.

If you continue to have trouble please contact your local IT support or the Accenture Academy help desk.
It can also be very helpful to add the domain of the the Accenture Academy to your browser's list of "Trusted Sites." To accomplish this:
  1. Click Internet Explorer's Tools menu and select the "Internet Options..." menu item.
  2. Click the Security tab along the top of the Internet Options window which opens.
  3. Click the icon of a check-mark within a green circle labeled Trusted sites and then click the "Sites..." button below it.
  4. Beneath the prompt "Add this Web site to the zone" type the following: *.accentureacademy.com   (this includes the asterisk at the beginning of the address). 
  5. Click the add button at the right side of the window, and then click OK at the bottom of the window.
  6. Click OK again to close the Internet Options window and return to your browser.

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Academy Live FAQ:

How do I register for a Live Webinar?
Participating is easy! From the list of topics shown to the right, click on the titles that interest you. Read the description, and simply register for the session that fits your schedule (see Registration tab). Once registered, the logistics information for the session will be available from the Details page. On the Home page the section My Upcoming Sessions will keep track of your calendar.

How do I attend the Live Webinar?
Once you have registered for a session, click on the Details button (available on the Registration tab of the course description page) next to the session you will be attending. Important Note: Adobe Flash Player is necessary to attend the Live Webinars (test now / learn more). Live Webinars make use of Voice Over Internet Protocol (VOIP) and deliver the Session audio and to you through your PC speakers or headphones. To ensure the best experience, it is recommended you review the Academy Live VOIP FAQ document in advance of your first session.

What time is the Live Webinar?
The session times shown on the site are set according to the time zone selected in your
user profile. Make sure that is set to your preferred time zone.

How do I receive credit for attending?
Once you have successfully completed the Live Webinar, you may mark the course complete by clicking the In Progress link in the Status column of the My Curriculum page.


What if I am unable to attend a Live Webinar?
No worries! Most sessions are recorded and made available to you here. Check back 2-3 weeks after the Live Webinar to review the presentation recording. To view all recorded sessions, click the link to the right. Webinar Audiocasts (MP3 audio files of Live Webinars) are also available, allowing you to download the audio for playback on your MP3 player.

How can I learn about new upcoming Live Webinars?
Watch this page for notice of upcoming Live Webinars. All upcoming Webinars and dates are listed to the right; click on each link to learn more about the session and to register. If you would like to receive notice via email about upcoming sessions, contact your training coordinator.

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How can I be notified of new courses and Live Webinars?

The Search page can be configured to notify you of courses that are added to the site which meet search criteria you define. After performing a Search, click on the Save Search Criteria button and follow the instructions.

For example, to be notified of new Live Webinars, perform a Search By Format/Live Webinar then click Save Search Criteria, name your search, and select "" You will receive an email when a new course meeting this criteria becomes available.

Note that your first email may contain a full listing of all courses available to you, but subsequent emails will only contain new courses meeting your search criteria.

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The text of my course or assessment goes beyond the visible window


There are three places within Windows where your text size may be set to some setting larger than normal. This can sometimes cause text on Academy courses and assessments to flow beyond the given window.

  1. Within Internet Explorer, you may go to the View menu, choose the Text Size option, and make sure the size is set no larger than Medium
  2. Within Windows, open the Control Panel and choose Display Properties. Choose the Appearance tab and make sure your Font Size is set no larger than Normal
  3. Also within the Control Panel -> Display Properties window, choose the Settings tab. Click the Advanced button. In the new window, under the General tab, make sure your DPI Setting is set no larger than Normal Size (96 DPI)

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Manage Your Password and Account Information

To manage your personal profile information, please logon to the Academy and click on the My Account link in the upper-right corner of the screen. A window will appear where you can edit your Name, e-Mail, Phone, Address, Password.

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Minimum System Requirements

The Accenture Academy works with most major modern browsers, on any common platform. Please make sure you are using a recently updated version of your browser to assure security and compatibility. To check what browser version you are using, to update to the latest version, and for guides on browser configuration, visit www.whatismybrowser.com

Note: A small number of courses may work best in Internet Explorer and you will be notified during the course launch process. To view these specific courses, click here.

Recommended Minimum Settings:

  • Mac OS 10.8 or later, Windows 7 SP1 or later
  • Safari 8 or later, Google Chrome 32 or later, Firefox 30 or later, Internet Explorer 10 or later
  • Adobe Flash 18 (updates are available here)
  • Adobe PDF Reader 11+ (https://get.adobe.com/reader/)
  • Session Cookies allowed
  • Pop-ups allowed
  • Javascript enabled

Advanced Settings for Network Administrators:

  • Any firewall or proxy server needs to allow all content to pass to and from the Academy server
  • Accenture Academy makes use of Adobe Connect Pro for webcast sessions. Login to the application happens over HTTP (port 80), and the media stream uses port 1935, and if blocked port 443.  Any firewall that might delay packets to 1935 or 443 will cause latency and connection quality issues. Ports 1935, 80 and 443 should be open to the domain connect.accentureacademy.com

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Technical Support Contact Information

Customer Support

We are Here to Help

The customer support center is backed by knowledgeable people dedicated to effectively and efficiently answering your questions.If you have questions or issues while navigating the site, or when accessing a learning asset, please contact us by telephone, or by completing the Support Request Form.

For Internet connectivity or performance issues, or for issues related to your specific computer’s software or operation, we ask that you contact your local technical support or helpdesk services first. Your local support is better equipped to provide the first level of support and assistance for those types of issues.

Hours of Service

The Technical Support department is available:

Monday - Thursday 6:00 AM - 11:00 PM CST
Friday 6:00 AM - 4:00 PM CST
Sunday 5:00 PM - 11:00 PM CST

 Technical Support Department Contact Information


Email Support:
complete the
Support Request Form, or email us directly at: support@accentureacademy.com

Telephone Support:
+1.614.224.0671

When contacting the Technical Support department by email or phone, please have the following information ready:

  • Your username, password and phone number
  • Your computer hardware configuration/operating system
  • A description of the problem including the steps to reproduce the problem, the exact text of the error message, etc.

The Technical Support department is closed on the following U.S. holidays:

Holiday

Day Observed

Thanksgiving Day

 Thursday & Friday, November 24th & 25th, 2016

Christmas

Sunday & Monday, December 25th & 26th, 2016

New Year's Day

Sunday & Monday, January 1st & 2nd, 2017

Memorial Day

Monday, May 30th, 2016

Independence Day

Sunday & Monday, July 3rd & 4th, 2016

Labor Day

Sunday & Monday, September 4th & 5th, 2016

Supported Products

Technical Support personnel may address concerns related to the following products when they pertain to this website:

  • Login Issues
  • Course Completion
  • Administrative Access
  • Site Interface
  • Internet Browser
  • Site availability issues

The Technical Support department supports the following platforms:

  • Mac OS 10.8 or later, Windows 7 SP1 or later

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