Troubleshooting

Please note: If your issue is not listed below or the information provided did not address your issue, please submit a support ticket here.

Access issues

Q: I can’t remember my user ID. What should I do?
A: We keep it simple. Your user ID is your email address. 

Q: I forgot my password. Can I reset it?
A: You can reset your password by clicking the Forgot Password link on the log-in page.

Q: I have entered my log-in information, but I still can't access My Training Hub. What's wrong? 
A: Before you take a hammer to your computer, first verify that you have entered the correct email address and password.  If you’ve entered the wrong password too many times, click the Forgot Password link to reset your password. If you still can’t get in, then click the Support link for help.

Pop-up Blockers

My Training Hub uses pop-up windows to launch courses. If your browser is configured to block pop-up windows, you may receive warning prompts or error messages when trying to launch courses. To ensure you receive the best experience when using our websites, we recommend you configure your browser to allow pop-up windows for our applications.

Follow the directions below for your particular browser to allow the My Training Hub to launch pop-up windows.

Internet Explorer

Open Internet Explorer and verify the following settings:

• Select Tools and then Internet Options.
• Once there, select the Privacy tab.
• In the Pop-up Blocker section, click the Settings button.
• Enter https://militaryonesource.mil in the field and then click the Add button.
• Enter https://militarycfp.blackboard.com in the field and then click the Add button.
• Click the Close button to apply the changes and then click OK on the Internet Options window.
• Exit, restart your browser and try to access the site again.

Firefox

Open Firefox and verify the following settings:

• Select Tools.
• Select the Content tab in the Options window.
• In the Block pop-up windows section, click the Exceptions button.
• Enter https://militaryonesource.mil in the field and then click the Allow button.
• Enter https://militarycfp.blackboard.com in the field and then click the Allow button.
• Click the Close button to apply the changes and then click OK on the Options window.
• Exit, restart your browser and try to access the site again.

Chrome

Open Chrome and verify the following settings:

• Click the Menu button.
• Select Setting from the list.
• Click the Show advanced setting link at the bottom of the screen.
• Scroll down to the Privacy section.
• In the Privacy section, click the Content settings button.
• In the Content setting, section click the Manage exceptions button.
• Enter https://militaryonesource.mil in the field and then click the Allow button.
• Enter https://militarycfp.blackboard.com in the field and then click the Allow button.
• Click Done to apply changes and then click Done in the Content settings section.
• Exit, restart your browser and try to access the site again.

Safari

Open Safari and verify the following settings:

• Open the Safari menu
• Ensure that Block Pop-Up Windows is not checked. If it is checked, click it to disable it.
• Exit, restart your browser and try to access the site again.

Trusted Sites

Due to different enterprise configurations, a user’s internet browsers may be locked down to only allow certain site functionality to work for trusted websites. To ensure that these applications work, users need to place the Military OneSource domain in their trusted sites. Below are the instructions for Internet Explorer, Google Chrome, Safari and Firefox.

Internet Explorer

Please open Internet Explorer and verify the following settings:

• Open Internet Options by selecting the [Tools -> Internet Options] menu options.
• Select the Security tab in the Internet Options window.
• Select the Trusted sites zone (green checkmark) and select the Sites button.
• Add these websites to your Trusted sites zone by typing in the site and clicking the Add button:

http://*.militaryonesource.mil
https://*.militaryonesource.mil
http://militarycfp.blackboard.com
https://militarycfp.blackboard.com

• Apply the changes by selecting the Close button in the Trusted sites window and selecting OK in the Internet Options window.

Once those settings are set, restart your browser and try accessing the site again.

Safari

Please open any version of Safari and add Top Sites by completing the following steps for each of the appropriate links:

• Right click the link (or press Control while clicking the link).
• Select Add link to Bookmarks.
• Under Add this page to: click the arrow for the drop-down menu.
• Select Top Sites.
• Click the Add button.

http://*.militaryonesource.mil
https://*.militaryonesource.mil
http://militarycfp.blackboard.com
https://militarycfp.blackboard.com

Once those settings are set, restart your browser and try accessing the site again.

Google Chrome

Please open Google Chrome and ensure the following settings are in place:

• Click the three horizontal lines icon on the far right of the address bar (When hovering over this icon, it shows Customize and control Google Chrome).
• Click on Settings, scroll to the bottom and click the Show advanced settings link.
• Click on Change proxy settings.
• Click the Security tab > Trusted sites icon, then click Sites.
• Add these websites to your Trusted sites zone by typing in the site and clicking the Add button.

http://*.militaryonesource.mil
https://*.militaryonesource.mil
http://militarycfp.blackboard.com
https://militarycfp.blackboard.com

Once those settings are set, restart your browser and try accessing the site again.

Firefox

For Firefox, there are several different areas to add a trusted site (referred to as "Exceptions"), depending on what functionalities you want to allow prevent.

• From the Firefox menu, go to Tools > Options.
• Under Content, you can choose to add Exceptions to:
  • Block pop-up windows: Click Exceptions and add URLs for the sites where you want to allow pop-ups.
  • Load images automatically: Click Exceptions and enter the URL of the site and choose to either Allow or Block the site from loading images automatically.
  • Enable JavaScript: Click Exceptions and add URLs for the sites where you want to allow JavaScript.
• Under Privacy, if you want to allow cookies from most sites, click on clear all current history to open the Clear Recent History window. Select Accept cookies from sites, but you may enter some Exceptions to prevent cookies from specific sites.
• Under Security, if you have the Warn me when sites try to install add-ons box checked, you can override this warning for certain sites by clicking Exceptions.
• In the Exceptions> dialog box, enter the website URL in the Address of website: field, then click Allow.

http://*.militaryonesource.mil
https://*.militaryonesource.mil
http://militarycfp.blackboard.com
https://militarycfp.blackboard.com

• Under Advanced, click the Network tab. There is a checkbox labeled Tell me when a website asks to store data for offline use. Here you can add Exceptions that would override this rule.
• Once those settings are set, restart your browser and try accessing the site again.

Error messages

Q: When I try to get to the My Training Hub website I get a “page can’t be displayed” error.
A: Make sure you have typed or copied the LMS address, https://myhub.militaryonesource.mil, correctly. Occasionally, we come across issues in which the user has accidentally copied a blank space or left something off.

Q: When I launch a course, I get a security warning that says, “The current web page is trying to open a site in your Trusted sites list. Do you want to allow this?”
A: This is a standard Department of Defense security message. Please click Yes to allow this site so your course can begin.

Q: When I try to enroll in certain courses I get, “You are not eligible for a course.” 
A: Certain courses are restricted to certain audiences. There are plenty of other courses you can take, we promise.

Course issues

Q: I am trying to enroll in a course but nothing is happening. What’s wrong?
A: Make sure that you clicked the Enroll button. If you have, then click the Support link and submit a ticket for help.

Q: I am trying to launch a course and nothing is happening.  How do I fix it?  
A: If your online course will not launch, please check the following:

• Is your web browser’s pop-up blocker turned off?
• Do you have the latest version of Flash player installed on your computer?
• Do you have Adobe Acrobat Reader version 6.0 or higher installed on your computer?
• If you are on a Mac, are you using the Safari web browser? If so, don’t use Firefox.
• If you are using Windows 7, are you using Internet Explorer-32 bit? If so, do not use Internet Explorer-64bit.

Q: I can’t access some parts of the course (for example, the videos and PDFs).
A: Documents used in courses are in Adobe PDF format (.pdf). Download and install Acrobat Reader (no cost). Many courses also have video or animations that use Flash. Download the Flash Player Plugin (no cost) to your computer.

General FAQs

Account questions

Q: Will I need a Common Access Card to log in or register?
A: You do not need a Common Access Card to log in or register, but you can make life easier and use it to log in if you have one.

Q: I have a new email address.  How do I update my account?
A: Glad you asked. To update your account information, click the My Profile link from the drop-down at the top of the page and the My Profile page appear. Update your information and then click the Save and Continue button to go back to page you were on previously.

Course questions

Q: How do I enroll in or launch a course on My Training Hub? 
A: You must be enrolled in a course before you can launch it.

To enroll in a course:

• Click the Course Catalog link.
• Browse the list of courses.
• Click the Enroll link in the action column.

To launch a course:

• Find a course from the list in the course catalog.
• If you are already enrolled, click the Launch Course link in the action column.
• If you are not enrolled, click Enroll and then click the Launch Course link. If you don’t finish a course you can pick up where you left off.

Q: Can I pause my training and start again where I left off?
A: You can pause or exit anytime and pick up where you left off within 60 days.

Q: How do I prove that I have taken training?
A: You can download and print your course certificate at any time.

Q: Will my manager be notified that I have completed a course or do I need to forward a certificate?
A: Sorry, your manager will not be notified. You will need to provide a copy of your completion certificate.

Q: Can I go back and print my completion certificate?
A: Yes. You can download your certificate after you complete the course at any time from the My Training page.  Please note, in the future, you will have to log in to access the page.

Q: Will there be training materials that I can refer back to after I finish a course?
A: You will be able to access your training courses and materials for reference at any time. You will have to launch the course, then select the resources or materials links.

System

Q: Do I have to download any software?
A: There is no software to download. My Training Hub is a web-based application and can be accessed from anywhere you have access to the internet.

Q: Which browser do I need for optimal viewing of this site? 
A: To best view and use My Training Hub, PC users need Internet Explorer 6.0 or higher. Mac users need Mozilla Firefox 1.5 or higher.

My Training Hub also provides different forms of rich text and audio content that require the following applications:

• Adobe Acrobat Reader for viewing portable document format or PDF files. Download Adobe Acrobat Reader.
• Real Player or Windows Media Player for listening to audio. Download Real Player  and Windows Media Player.
• Sound card and speakers for listening to audio. Most PCs and Macs manufactured within the past two years have sound cards and speakers. If your computer is not equipped with a sound card or speakers, you can contact your computer manufacturer to find out where to purchase them. Most local computer or electronics stores stock sound cards and speakers compatible with PCs and Macs.

Q: How do I listen to audio files on My Training Hub?
A: You can listen to the internet audio files on this site directly from your computer. You may not be able to play internet audio files at work due to network restrictions, so a transcript is available on every course for you to read. If you have access to My Training Hub from home, and your computer has internet access, a sound card, speakers and a media player, you can listen to the internet audio files from your personal computer. When you click on the Real or Windows Media link, a window opens with the media player in it. At the bottom of the player you should see the audio buffering. Play is automatic once the system is ready.

Q: I am trying to listen to an audio file but can’t hear anything. What should I do?
A: If you are not hearing any sound, check the following:

• Make sure the volume is turned up and not muted on your computer and the media player.
• At work, make sure you do not have restricted access.
• Make sure your computer is capable of playing sounds (it has a sound card and speakers).
• If you do not already have a media player on your system, you can download a free player.

Security

Q: Why do I need to create a username and password?
A: You create a username and password in order to access the system and have a record of your training. It also protects your privacy and training records.

Q: Why do I also have to create a profile after creating a username and password?
A: We need to know a bit about you to customize your training. The profile is the second part of the registration process.

Q: How secure is the My Training Hub?
A: Your information is safe with us. My Training Hub is designed has multiple layers of security to ensure that your activities are not accessible to others.

Q: What about privacy, security and confidentiality?
A: We take great care to protect your information. Though we offer safeguards to protect your data, please keep in mind that you should take appropriate safety precautions with your password and user account.