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Review resolutions for
common technical issues at the end of this page, or use the
resources below. Telephone support and contacting your
sales representative
should be your first choice for assistance. If you use
e-mail support, describe
your issue in detail, including versions of Word, Office,
Windows, etc. Request a training webinar or a demonstration
webinar for more detail. Visit the
Resources Map for a complete listing of related GDP resources. |
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E-Mail Support:
keyboarding@mheducation.com
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From the HIGHER ED tab,
Business/Econ tab, scroll down to Keyboarding.
Click the desired links for Training Webinar
Request or Demonstration Webinar
Request.
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Instructor Support: Only instructors
should e-mail keyboarding@mheducation.com,
or from the
Customer Care Center page, click Contact a Sales Rep.
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
CXG Digital Technical Support home page, click Contact
Support and make any desired choice.
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New
User Registration: (This handout is
password protected.)
Existing
Users Registration: (This handout is
password protected.)
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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. |
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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 CXG
Digital Technical Support
at
https://mhedu.force.com/CXG/s/ 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 the
CXG Digital Technical Support. 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
CXG Digital Technical Support 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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Temporary Courtesy Access to GDP for New
Students
- GDP includes Courtesy Access for new
students, which allows
them to use GDP for a limited period of time when they are
waiting for financial aid or other registration card delays.
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In Course Manager, click News; click
any Release Notes links. Click
here for details. |
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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.
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).
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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: 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
CXG Digital Technical Support
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. |
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. |
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.
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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. 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.
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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. |
Issue: Chrome instructions for
allowing popups are too generic.
Here are some specific steps as of 8/22/12:
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Click on the icon
at the top corner of the browser; click Settings.
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Under
the Settings pane, click Show Advanced Settings.
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Under
Privacy, click the Content settings button.
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From
the Content settings window, scroll down to Pop-ups;
click the Manage Exceptions button.
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In
the Add a new hostname pattern box, enter [*.]gdp11.com;
click Allow, OK, OK.
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Close
the Settings tab, press F5 to refresh your browser
window; log in again to GDP.
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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.
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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
CXG Digital Technical Support 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.
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
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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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