CTE Frequently Asked Questions

CTE Frequently Asked Questions

Document number: 18944

The following are frequently asked questions about Centralized Training Environment (CTE) for Instructors. For scheduling information, see Eureka! document 18945 — CTE Scheduling FAQs. For a list of CTE terms, see Eureka! document 18954 — CTE Terminology.

Configuration/Login questions:

What are the minimum requirements for CTE? (Eureka! document 18943)
How do I log in to the CTE environment? (Eureka! document 18940)
How do I look up the password for a class?

How to questions:

How do I use the Chat program? (Eureka! document 18948)
Time Zones and Process Schedulers (Eureka! document 18949)

Troubleshooting/error messages:

I'm receiving the following error: Cannot Connect to the Citrix Server (Eureka! document 28903)
Where are my slides?
I'm receiving a "Page cannot be displayed" error when I try to view slides in CTE. How do I view my slides? (Eureka! document 28904)
How do I request help if I have a problem with the classroom?
How do I check the status of a NorthStar service request?
Duplicate student sign-on within CTE classes (Eureka! document 18950)
Process Scheduler is hanging in class (Eureka! document 18951)

How do I look up the password for a class?

If you are the original instructor, follow the steps below. If the class was originally assigned to another instructor, contact your Instructor Manager for assistance. If your Instructor Manager is unable to assist you, contact Technical Support Operations.

Log in to NorthStar. The NorthStar homepage will display all of your open tickets.
If the ticket has already been closed, under My NorthStar, click My Tickets, then change the dropdown to All My Tickets Within Past 90 Days.
Locate the ticket with the class start date. The password should appear under the status.
Click on the Ticket # link to view the ticket details including the instructor/student passwords.

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How do I check the status of a NorthStar service request?

Log in to NorthStar. The NorthStar homepage will display all of your open tickets.
Click on the Ticket # link to view the ticket details. The Ticket History at the bottom of the screen displays the updates made by IT personnel working the ticket.

For more information, see Eureka! document 15076 — How to view my submitted tickets in NorthStar.

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Where are my slides?

Because CTE or the classrooms are not able to connect to the PeopleSoft production network, a share point has been created for the purposes of storing Instructor Support Materials. These materials are only available to instructors. Students are unable to connect to the share.

Log in to CTE. See Eureka! document 18940 — Logging in to Your Training environment for more information.
You will see an Instructor Support Materials icon on your desktop. Click this icon to connect to the Instructor Support Materials sharepoint with the CTE network.
To locate the materials for the Enterprise product line navigate through the following folders: Enterprise > Feb2004 Rollout.

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How do I request help if I have a problem with the classroom?

If this is an urgent issue, contact Technical Support Operations by phone. If this is not an urgent issue, you can either submit a NorthStar ticket or contact TSO.

If this is an urgent issue, instead of your Employee ID, enter priority number 136141 to move your call to the top of the phone queue. In the unlikely event that your call goes directly into voicemail, follow the instructions on the recording to leave an urgent voicemail.

To expedite problem resolution, please provide the following information. (The information you are asked to provide is determined by the type of issue you are reporting.)

Your Employee ID and whether or not you are the instructor originally assigned to the class (if not, provide the original instructor's name)
Whether or not the class is currently in session. If not, please include the start date.
A way that you can be contacted to troubleshoot the issue (if necessary, supply an Ed Service coordinator's phone number)
The CTE environment (server name), for example, CTE011, and the class location
Whether or not you can log in to yourtraining.jdedwards.com and/or the CTE desktop with the class credentials
For reporting problems, indicate whether the entire class or just one workstation is having problems and when the problem started.
If you are receiving an error, provide the exact error message and any steps to recreate the error.
For refreshes, specify the exact date and time for the refresh.

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