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For Service Desk Consultants - Access Skillsoft training

This page contains internal material for Help Staff. The public facing documentation is here: Access Skillsoft training - Self-help guide.

Advice For Service Desk Consultants


  • Users with local IT support should consult with their support provider before installing or upgrading Java.
  • Local applications may require specific Java versions.
  • Discuss need to keep Java updated, in order to avoid security risks.
  • If there is a DITR contract, there is a judgement call involved in terms of whether the Call Center should offer immediate assistance, or if it will be better to wait for DITR on site.
    Factors to consider:
    • Would the user prefer to access the training more quickly, or to wait for their DITR consultant?
    • How easy will it be for the user to test their certificate, turn off popup blocker, and join a Bomgar session in order to upgrade Java, and enable Java in the browser?
    • Does the user have a clear knowledge of what other Java applications are on the machine and the versions of Java that those applications need?
  • For technically savvy users, self-help guide (this page) is available.

Prefab email for Service Desk consultants

Thanks for contacting the IS&T Service Desk. We are happy to assist with access to the Skillsoft training portal. I have a few follow up questions to help us to troubleshoot.

1. Are you on Macintosh or Windows?

2. Which operating system are you using?

  • On Windows, right-click on My Computer and select Properties
  • On Macintosh, follow the menu path Apple > About this Mac

3. At what point does the problem occur?

  • Are you able to see the Skillsoft catalog?
  • When you click to launch a course, does a window open? (If not, you may need to disable popup blocker.)
  • When you click to launch a course, does a window open, but the course fails to launch?

4. If the issue is that the course fails to launch, the resolution will likely involve installing or upgrading Java and enabling Java in the web browser.

** Please note that if there is local technical support in your area, we will want to consult with them before any Java installation or upgrade. Local applications may require a specific Java version, and local technical support staff may have guidelines regarding Java installation.**

IS&T Contributions

Documentation and information provided by IS&T staff members

Last Modified:

February 11, 2017

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