Troubleshoot

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Review resolutions for common technical issues at the end of this page, or visit the Customer Experience Group Support Center for telephone support, e-mail support and Webinar training. Telephone support and your sales representative should be your first choice for help. Your sales representative can arrange an on-site visit from one of our Digital Learning Consultants for technical support and training. If you decide to use e-mail support rather than phone support, be sure to describe your issue in detail, including versions of Word, Office, Windows, etc.

Visit the Resources Map for a complete listing of related GDP resources. Visit the demo site at https://mhdemo.gdp11.com, Contact the Digital Products Support center for the log-in credentials.

CUSTOMER EXPERIENCE GROUP (CXG)
SUPPORT CENTER

Telephone Support: 800-331-5094

Eastern time hours: 

4 Monday through Thursday, 24 hours
4 Friday, 12 a.m. to 9 p.m.
4 Saturday, 10 a.m. to 8 p.m.
4 Sunday, 12 p.m. to 12 a.m.

E-Mail Support

Instructor Support: Only instructors should e-mail keyboarding@mheducation.com, or from the Customer Experience Group Support Center home page, click Contact Us to submit a written query via an online help form. You can include an attachment, such as a Word file, with related details and screens shots. You will receive a reply via e-mail with an assigned case number.

Student Support: Please do not email the address above as that is only for instructor queries. Please first ask your instructor for help in setting up your GDP account. If you still have questions, then contact the Customer Experience Group Support Center home page, click Contact Us to submit a written query via an online help form.
 

Webinar Training

From the Customer Experience Group Support Center home page, click the BUSINESS/ECON tab; scroll down to Keyboarding, and click Instructor-to-Instructor Training Webinar; fill in the form to register.

  • 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:

  • Under Instructor Resources, click FAQs. In the FAQs pane, click GDP FAQs to view a  a list of FAQs for GDP11e.

 New User Registration: (This handout is password protected.)

 Existing Users Registration: (This handout is password protected.)

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

GDP 11e Best Practices (technical)

Click here to review GDP 11e Best Practices for technical optimization and minimum system requirements for GDP. Students should review this section: Minimum System Requirements. Instructors should review these sections: Network and Firewall and Lab Computers.

 

 

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 Customer Experience Group Support Center at http://mpss.mhhe.com/ for help.

  • Each student must purchase a registration code—codes may not be shared.
  • 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.
  • 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.
  • Instructors may request temporary expiring codes from their sales rep or from the Customer Experience Group 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.
  • Codes are technically supported by the Customer Experience Group 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

In Course Manager, click News; click any Release Notes links. Click here for details.

 

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 will score accurately for keystroking by 3/30/2012: 90-64 (Cover Page), 106-78 (Cover Page), and Alternate Test 6-99A (Flyer).
 

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

GDP Related

Issue: The dates in GDP Scheduling are not behaving as expected at the start of a new school term.
In this situation, perhaps the Administrator for all GDP accounts in your school has settings in place that override certain Classes and Sections. Contact the Customer Experience Group Support Center for support. Also, see the file Managing Classes & Class Preferences in Course Manager, [PDF], "Copy or Create New Classes in Advance of a New School Term," for information on how to copy Classes and all their Sections or just a particular Section so that you won’t have to repeat Section setup routines again.
Issue: The Start Date and End Date in GDP Scheduling for Objective Tests are not behaving as expected.
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.
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: 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 9/1/12, the latest version for Windows and Firefox  is 11.4.402.265). 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: 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: 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: 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: Tab titles do not display fully, and the push pin is missing from GDP's Course Manager screens.
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.

Browser Related

Issue: In Chrome, the Play button for movies posted on the GDP Movie Channel page might not not behave as expected.

To play a GDP movie in Chrome, use one of these options:

  • Click either the Play arrow button or click anywhere on the movie screen outside of the button.
  • Use Firefox, Internet Explorer, or Edge and click the Play button.
Issue: In Firefox, GDP hangs when attempting to close GDP.
This is a known issue related to Adobe Flash Player 11.3 and Firefox on a PC. Users with that environment should upgrade to Flash Player version 11.4.402.465 or higher. Click here for details:  http://support.mozilla.org/en-US/kb/flash-113-crashes. Click here to see what version of Flash player you are using--make sure you are in Firefox. You can visit the Adobe downloads page for the latest downloads, or click here for the latest version. Also make sure you are in Firefox.

Here is a workaround: Click the browser window Close (X) button, not the GDP Close link or Close (X) button. If you accidentally click the Close link or Close (X) button in the GDP window, follow the End Task steps below to close the two non-responsive Firefox windows.
 

Issue: The message "There was an unexpected error on this page." appears in various situations.
An overload of temporary browser cookies can cause this malfunction and a variety of others. A good first step in troubleshooting is to clear the cache, restart your browsers and GDP, and try again. Check your browser's Help feature for steps to clear cookies, or click here for a list of steps to clear the cache.
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: 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: Chrome instructions for allowing popups are too generic.
Here are some specific steps as of 8/22/12:
  1. Click on the  icon at the top corner of the browser; click Settings.

  2. Under the Settings pane, click Show Advanced Settings.

  3. Under Privacy, click the Content settings button.

  4. From the Content settings window, scroll down to Pop-ups; click the Manage Exceptions button.

  5. In the Add a new hostname pattern box, enter [*.]gdp11.com; click Allow, OK, OK.

  6. Close the Settings tab, press F5 to refresh your browser window; log in again to GDP.

PDF & Word File Download Related

Issue: Clicking a PDF file link returns an error message or two and the 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: 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 Customer Experience Group 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 Internet Explorer. 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, 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: A prompt appears to enter an additional password when attempting to download and save a password-protected file from this site.
Some
files includes sensitive information and are password protected. To find the password, open Course Manager, click the Help button; on the GDP Instant Help window, you will see a password listed to access the GDP Online Learning Center. Use this same case-sensitive password to open any password-protected file on this site. If you are prompted with a message such as "The server gdpkeyboarding.com at gdpkeyboarding.com requires a username and password" or something similar when you attempt to save a file, just click Cancel and you should be able to save to your computer without issue.

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  • This Web site and its contents are © 2017 [Arlene Zimmerly]. All rights reserved. E-mail any author for permission to use any content from this site. We welcome your requests. Visit the Contact Us  page for a list of e-mail addresses. Revised February 26, 2017.