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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: |
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Central time hours: |
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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. |
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.
New
User Registration:
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Click
here to go to the Gregg College Keyboarding &
Document Processing, 11e, Information Center.
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In the left pane, you will see the logo
for the Online Learning Center. Click the
Instructor Edition link.
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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.
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Under Tell us your email address,
enter your e-mail address and click Submit.
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If you already have a McGraw-Hill
account, you will be prompted
for your password. Enter your password and click Sign
In.
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If you do not know your password, click
Forgot your password for instructions on
retrieving your password.
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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.
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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.)
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Create a security question.
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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:
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Click
here to go to the Gregg College Keyboarding &
Document Processing, 11e, Information Center.
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In the left pane, you will see the logo
for the Online Learning Center; click the
Instructor Edition link.
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On the Instructor Registration
page, click Already registered
for this site? Log in here.
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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.
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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.
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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.
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Each student must purchase
a registration code—codes may not be shared.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.

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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. |
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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. |
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