This page is designed to help you resolve common technical issues. For any unresolved issues, call the Software Hotline or contact the Digital Products Support Center via an online help form.

Check the date in the footer or header of any files posted on this page to verify the most recent posting. Here are some troubleshooting resources:

Digital CARE Team Software Hotline: 800-331-5094

Central time hours:

4 Monday through Thursday, 8 a.m. to 11 p.m.
4 Friday, 8 a.m. to 6 p.m.
4 Sunday, 6 p.m. to 11 p.m.

Digital Products Support Center

Help: Click here to visit the Digital Products Support Center. There is no direct e-mail; however, you can submit a written query via an online help form; and you can include an attachment, such as a Word file, with details and screens shots.

Training: Click here to register for GDP WebEx training sessions such as "Getting Started" and "Gradebooks & Reports." Under Select Your Product, click Keyboarding; under Select your subject, click Online (11th Edition) for "Getting Started," a Basic Orientation Webinar; or click Enhancements Training for "Getting Started" and "Gradebook & Reports" training sessions.

You can also visit the Digital Products Support Center for Gregg College Keyboarding, 11e and click Contact Us for e-mail support. Your sales representative is an excellent source of help and can arrange an on-site visit from one of our Digital Learning Consultants for any technical support and training you may need. Visit the Resources Map for a complete listing of Web sites, PowerPoint presentations, movies related to GDP.

GDP preview: Visit the demo site at https://mhdemo.gdp11.com. Log in with gdp as the username and password. Click Sales Rep Locator to find your school's representative.

Information Center and Online Learning Center

Click here to visit the Gregg College Keyboarding Information Center where you can access these links:

Click the Student Edition link to access student resources.
Click the Instructor Edition link to move to the Online Learning Center. Follow the registration steps below for a new user or an existing user.

Here are the the Student Edition page links:

Here are the Instructor Edition page links:

New User Registration:

Click here to go to the Gregg College Keyboarding & Document Processing, 11e, Information Center.
In the left pane, you will see the logo for the Online Learning Center. Click the Instructor Edition link.
On the Instructor Registration screen, under the Register Now section, enter the required username and password.

Note: When you log on to Course Manager in GDP, click the Help link. There you will find the username and password you will need to access Instructor Resources at the OLC. You will use these to register yourself and you will also need to provide your e-mail address. Follow the directions in the Registration, Create Account window and click Complete My Registration. On the a confirmation screen, click Instructor Edition. Click any desired link.
Under Tell us your email address, enter your e-mail address and click Submit.
If you already have a McGraw-Hill account, you will be prompted for your password. Enter your password and click Sign In.
If you do not know your password, click Forgot your password for instructions on retrieving your password.
If you do not have a McGraw-Hill account, you will be taken to an Instructor registration page. Enter your e-mail address, create a password, and enter your name.
Select your country, state, and school. (If your school is not listed, click My school is not listed, and type in the name of your school.)
Create a security question.
Click I accept and Complete My Registration.

Once you have completed these steps, registration is instant. To access the instructor resources on the Web site, click Instructor Edition. Remember your username and password for future access as your personal login has now been associated with this product Web site. Going forward, you may enter this site by selecting Log In Here in the Already Registered box on the right side of the page. Then you will enter the e-mail address and password you just established to log in.

Existing Users Registration:

Click here to go to the Gregg College Keyboarding & Document Processing, 11e, Information Center.
In the left pane, you will see the logo for the Online Learning Center; click the Instructor Edition link.
On the Instructor Registration page, click Already registered for this site? Log in here.
On the log-in page, enter your e-mail address and password, which you established in the previous steps for new users, and click Sign In.
You will be taken to the Online Learning Center, Instructor Edition page.

If you need additional assistance, please call the Software Hotline or contact the Digital Products Support Center via e-mail.

Registration Codes

Type the case-sensitive registration code in all caps exactly as it appears on the back of the software registration card, including any hyphens. Codes do not contain ones or zeros. Call the hotline at 800-331-5094 or visit McGraw-Hill Higher Education Digital Products Support Center at http://mpss.mhhe.com/ for help.

4 Each student must purchase a registration code—codes may not be shared.
4 Registration codes are bundled with the kits or may be purchased separately using the
     "I want to Buy Online Now" link on the GDP log-on screen.
4 Pre-enrolled students who have a valid e-mail address will receive an automated e-mail with
     their school’s custom URL, a username, and password when an instructor pre-enrolls them
     via Course Manager. At the GDP log-in screen, they type information in the Username and
     Password boxes supplied in the automated e-mail. They either (a) type in a case-sensitive
     Registration Code, which they have purchased in advance, click Register, and begin
     working in GDP; or (b) click Buy Now, Register, and follow the prompts to move through
     the License Agreement, Product Selection, Payment, and so forth, until the process is
     finished. See "Managing New Students in Course Manager" for details.
4 Instructors may request temporary expiring codes from their sales rep or from the
     Digital Products Support Center. When the temporary registration code expires on the first
     minute of the first day after the expiration date and the student logs in, he will be prompted
     to enter a new code. When the permanent registration code is entered, all work will transfer
     seamlessly.
4 Codes are technically supported by the Digital Products Support Center for two years from
     the date of activation. Alert students who order books online from third-party sources that
     such sites do not always guarantee codes. Let the buyer beware!

Best Instructor Practices for Registration Codes:

Encourage your students to purchase the code at the GDP log-in screen, or have your campus bookstore order a supply of registration codes that may be purchased separately.
Alert students who order books online from third parties that such sites do not always guarantee codes. Let the buyer beware!
Consider using a permanent pen to write your initials and date across the code number when it is first used or collect and keep code cards.
Encourage students not to remove the card from the sealed packaging until they are in class with you.

Software Release Notes

Visit the Updates page for the most recent release. To keep abreast of former GDP updates, you can access Software Release Notes from the Online Learning Center, Instructor Edition page. Click here for the steps to access the Online Learning Center via the Information Center, Instructor Edition link; once you are on the Instructor Edition page, click the Software Release Notes link to access that file.

Errata Lists

11e Errata List for Instructors [PDF]

This file is intended for instructors and includes a list of corrections to be made to the first printing of the textbook, Word Manual, and Tests and Solutions Manual, and will be updated as needed.

You might want to add the handout "11e Errata List for Students" shown below as a GDP Resource for your students. See Getting Started, Managing Resources in Course Manager, for a list of steps to use GDP's Resource feature to create and assign file resources (a link to an actual file you create and upload to GDP) and link resources (a link to any link anywhere on the Internet), which students access from My GDP, Resources.
You can also find links to these errata lists at the GDP Online Learning Center. See GDP Online Learning Center above for details.

Note: The following jobs, which include WordArt will score accurately for keystroking by 1/6/2012: 106-78, 106-79, 107-81, 107-82, 110-89, 117-93, Test 6-99, and Alternate Test 6-99.

11e Errata List for Students [PDF]

This file is intended for students and includes a list of corrections to be made to the first printing of the textbook and Word Manual and will be updated as needed. Go to the GDP Online Learning Center, click the Student Edition link in the left pane; from the Student Edition page, click the Updates and Errata link; from the Updates and Errata page, click the Updates and Errata PDF link.

Issues

Issue: Clicking a PDF file link returns an error message or two and PDF file does not always open.
This issue can occur when you have both Adobe Acrobat Standard and Adobe Acrobat Reader installed simultaneously. Most times, if you click Cancel, the PDF will open anyhow. If that doesn't work, try opening Adobe Acrobat Reader first and then click the link to download the PDF file. This is an Adobe issue that they have not yet resolved.

Issue: In Internet Explorer 8, scroll bars and GDP page are not displaying properly.
In Internet Explorer 8, from the Menu Bar, click Tools, Compatibility View.

Note: If you don't see your Menu Bar, press the ALT key; then click Tools, Toolbars, Menu Bar to display it permanently.

Issue: Tab titles do not display fully, and push pin is missing.
In Internet Explorer 8, from the Menu bar, click View, Text Size, and verify that size is set to Larger or below, Only Larger and under (not Largest) are supported.

Note: If you don't see your Menu Bar, press the ALT key; then click Tools, Toolbars, Menu Bar to display it permanently.

Issue: A completed skillbuilding exercise, such as a timed writing, warmup, or 12-second sprint, does does not show up immediately in My GDP, Portfolio; and a completed document processing job does not show up after using Browse, Submit Work. When a 12-second timing is completed, the results will not show up until all 12 of the timings (3 repeats for each of 4 lines) have been completed.
In My GDP, Portfolio, click the Show All button to refresh the view. In Course Manager, when you're viewing the Student Portfolio Report, click the Show All button to refresh the view and press F5 to refresh the browser.

Issue: Certain exercises are not showing up as completed in the Portfolio.
Any "read only" exercises (no keystroking required) such as Lesson 1A and 1B or Lesson 25-E, Basic Parts of an E-Mail Message (formatting information only) are marked as complete only when students have viewed the screen for 5 or more seconds before clicking Next. If the student clicks Next without waiting at least 5 seconds, the exercise will not be marked as complete and will not show up in the Portfolio.

Issue: The message "An error occurred while grading your document. Please try again." appears after clicking Submit Work when submitting a document processing job for grading.
An overload of temporary browser cookies can cause this malfunction. Check your browser's Help feature for steps to clear cookies or click here for a list of steps to clear the cache.

Issue: The Ten-Key Numeric Keypad screens are not behaving as expected.
An overload of temporary browser cookies can cause this malfunction. Check your browser's Help feature for steps to clear cookies or click here for a list of steps to clear the cache. A shortcut to clearing the cache in Internet Explorer 8 is to open your browser, press Ctrl + Shift + Delete; from the Delete Browsing History window, check the desired boxes including Temporary Internet files, Cookies, and Form data; click Delete and Close.

Issue: Internet Explorer 8 crashes when you attempt to download and save or open a Word file to be used in a Practice exercise or document processing job, and/or Firefox won't launch or download files properly.

This is a complex issue and it is always best to contact the Digital Products Support Center first. However, the troubleshooting information below might be helpful:

ADOBE FLASH PLAYER:
Check to see that you have the correct and latest version of Adobe Flash Player installed for each browser you are using. There are two different types of Adobe Flash Players: an ActiveX version for Internet Explorer and a plugin version for Firefox and other browsers. To verify which version you have installed, you can open Control Panel and click the link to install and uninstall programs. Click here for an informative article on managing the Flash plugin. Click here to see what version of Flash player you are using. You can visit the Adobe downloads page for the latest downloads or click here for the latest version.

BROWSER ADD-ONS:
Browser add-ons can sometimes interfere with browser activities. Check your browser's help feature and the steps below to see how to disable add-ons; then try disabling all add-ons to see if that resolves the issue. If it does, you can enable each add-on individually until you identify the offending one.

To disable Internet Explorer add-ons in Vista: Click Start; in the Start Search box, type Internet Explorer; from the list of results, click Internet Explorer "No Add-ons" to launch Internet Explorer without add-ons. Or click Start, All Programs, Accessories, System Tools, Internet Explorer (No-Add-ons).

OR: Launch Internet Explorer; from the menu, click Tools, Internet Options; from the Programs tab, click Manage add-ons. From the Manage Add-ons dialog box, click the Add-on you wish to disable; then click Disable; click Close, OK. Not all add-ons are displayed; to display all add-ons, click the list arrow under Show, and click All add-ons.

To disable Firefox add-ons: Click Start, All Programs, Mozilla Firefox, Mozilla Firefox (Safe Mode.

Issue: Internet Explorer 8 displays the log-on screen incorrectly, and the Sign In button is unresponsive..
Install the most current version of Adobe Flash Player . Click here to see what version of Flash player you are using. You can visit the Adobe downloads page for the latest downloads or click here for the latest version.

Issue: When an instructor opens the Student Portfolio and clicks on a specific item to view it, a “loading the data” message appears, and the data never loads. Likewise, students can see all items listed in their Portfolios but clicking on an individual item doesn't open it.
Install the most current version of Adobe Flash Player (as of 5/1/11, the latest version for Windows and Firefox is 10.2.159.1). Then restart all Internet Explorer browsers before attempting to access the Portfolios again. Click here to see what version of Flash player you are using. You can visit the Adobe downloads page for the latest downloads or click here for the latest version.

Issue: Long jobs, such as the Formal Report Project in Unit 18, which is typed sequentially from Lessons 86 through 89, take longer to score.
This is a known issue, and the software team is working on optimizing the scoring engine for such jobs.

Issue: When GDP opens a Word 2010 file, it opens in Protected View.
Office 2010 opens a document in Protected View, read-only mode, by default to minimize the exposure to a potential security threat. Click Enable Editing to continue with your document processing job. To disable Protected View permanently, even though it is not recommended by Microsoft: open MS Word 2010; from the File tab, click Options; from the left sidebar, click Trust Center; from the right panel, click Trust Center Settings; from the Trust Center dialog box, from the left sidebar, click Protected View; uncheck any Protected View options you wish to permanently disable; in this case, uncheck Enable Protected View for files originating from the Internet and Enable Protected View for files located in potentially unsafe locations.

Issue: In Lesson 28, legitimately submitted Mailing Labels jobs (Correspondence 28-11 and Correspondence 28-12) are being reported in the Portfolio with Attempt Origin as "Unknown Origin" and Time Spent and Total Time of "00:00" and in the A.D.D.S. Report.
Because students must create a new Word document as a step in the process of creating mailing labels (see step 9 of the Practice exercise in the Word Manual on page 46) and later upload that newly created document rather than the original Start Work file they downloaded initially, GDP will report Attempt #1 with Attempt Origin as "Unknown Origin" and Time Spent and Total Time of "00:00" in the Portfolio. GDP will also report these jobs in the A.D.D.S. Report with "none" for all entries under "The submitted file belongs to." This happens because the submitted Word files in these unique jobs are not the encrypted files that were initially downloaded and therefore do not include GDP encoding that normally indentifies the student. These two jobs are unique, and the presence of these two jobs in A.D.D.S. should be ignored as well as the Attempt Origin, Time Spent, and Total Time on Attempt #1 in the Portfolio. If the students edit these jobs and upload an edited attempt, that attempt will be encrypted and will not be reported to A.D.D.S. However, Time Spent and Total Time should still be disregarded.

Issue: Not all GDP features work as expected in Internet Explorer 9.
A new release is planned soon to resolve compatibility issues with Internet Explorer 9. Until that release is implemented, open the Internet Explorer 9 browser to the GDP Web site for your school, and press ALT to display the Menu bar. (If the Menu bar is already displayed, skip this step. If you wish to display the Menu bar permanently, click View, Toolbars, and check Menu bar.) From the Menu bar, click Tools, Compatibility View. Log in to GDP.

Issue: Can't get a Start Date and End Date to take effect in GDP Scheduling for Objective Tests.
Objective Tests are initially disabled so that they won't appear on the GDP menus in order to protect the integrity of the test. So you must first enable the tests and then your Scheduling options will take effect. See the file Scheduling & Report Strategies for Testing & Document Processing, "Scheduling and Objective Tests," for details.