Support

1. Browse Frequently Asked Questions

What’s included in technical support?

If you experience problems in deploying our web based application we will work with you to resolve the problem where reasonably possible. This includes telephone and email support, support via a remote desktop session and liaison with your IT department/provider as we deem necessary.

In situations where it is deemed that the configuration of your computer or IT infrastructure is having a detrimental effect on the performance of our application (for example you may use an unsupported device/browser, a thin client, have a proxy or firewall which is blocking access to programme resources) we cannot continue to provide inclusive technical support.

In such a scenario we can pass you on to our recommended IT support partner (hourly rates available on request) who will be able to work directly with you to rectify any issues with your system. Alternatively you can consult with your own IT support partner for a resolution.

The Food Standards Act 1999

The Act was introduced in the House of Commons on 10 June 1999 and received Royal Assent on 11 November 1999. The main purpose of the Act is to establish ‘The Food Standards Agency’, provide it with functions and powers, and to transfer to it certain functions in relation to food safety and standards under other Acts. The Act gives effect to the proposals of the White Paper, ‘The Food Standards Agency: A Force for Change’ (Cm 3830).
It sets out the Agency’s main objective of protecting public health in relation to food and the functions that it will assume in pursuit of that aim, and gives the Agency the powers necessary to enable it to act in the consumer’s interest at any stage in the food production and supply chain. The Act provides for the Agency’s main organisational and accountability arrangements. In addition, it provides powers to establish a scheme for the notification of the results of tests for food-borne diseases.

The full text and explanatory notes on the Act are available at www.legislation.gov.uk.

Who governs the Food industry?

The Food Standards Agency is concerned with the whole food industry – from farming, food production and distribution, to retail and catering. It addresses food safety issues at every stage of the chain, providing information and guidance on best practice and legal requirements. A question clients have been asking a lot is "Is iHasco Food Safety & Hygiene training accredited by the CIEH?". In short no, because it doesn’t need to be. However our Food Hygience courses are approved by RoSPA and both courses:

  • Are accepted by Local Authorities
  • Match CIEH and RSPH syllabus
  • Meet UK/EU legal requirements
  • Follows the National Occupational Standards (for occupations in the food & drink manufacturing industry).

There is no legal requirement or instruction from the Food Standards Agency to choose any specific training - thankfully employers and business owners are completely free to choose the training that best suits their needs. The CIEH offer their own training and charge third party trainers, such as ourselves, such huge fees to endorse training that we opted not to apply for accreditation from them and keep our prices low.

What if I don’t use all my credits?

Your designated Account Manager will have worked with you to recommend the optimum amount of credits for you training requirements at the beginning of the year. If, however, you have credits left over when your renewal is due, it is possible to roll them over into the next 12 months. In order to ensure continued access to your courses, you will need to organise renewal with your Account Manager – at which point having paid the £100 annual renewal fee you will be able to roll your remaining credits forward, or purchase more to suit you.

What do I have to pay to renew next year?

Your renewal will depend upon which courses you would like to keep using. As it is advisable that staff take essential courses on an annual basis, you’re likely to need to make sure you have enough training credits to put both existing and new staff through core health and safety programmes. In order to ensure you maintain access to the courses you want after your first 12 months are up, you will need to pay a £100 renewal fee for each programme you wish to take into the next year with you.

Can I add additional courses later?

Yes – you can add more courses or credits at any time throughout your time with us. Annual access to each of our courses is charged at £100 (for which you also get your first 10 credits free), but it’s up to you when you would like to add to your pot. In order to get the best deal on bulk purchases, we’d suggest purchasing slightly more than you think you might need at the beginning, as the more you buy, the better the discount we can offer you. That said, you can buy credits in any number at any time to suit you. If you’d like to talk more about this, get in touch and talk to one of our dedicated Account Managers.

“This page cannot be displayed” error when trying to access the LMS or Training Suite

When you access our LMS and Training Suite that communication takes place through a secure layer. If you experience issues connecting to the LMS or Training Suite and are seeing errors such as “This page cannot be displayed” it may be that your browser has been misconfigured to deny access to sites using the most recent security standard (TLS 1.2).

If you suspect that this is the case please contact your IT/Systems administrator and advise them that you’re unable to connect to a website using HTTPS and they should be able to correct the issue for you by re-enabling support in your browser for TLS 1.2:

  • In Internet Explorer go to ‘Internet Options’
  • Select the ‘Advanced’ tab
  • Scroll down to the ‘Security’ section and check ‘TLS 1.2’

Alternatively if you have administrative control over your computer you can reset your browser to ‘default settings’ and this should also rectify the issue. It’s possible that you may need to restart your browser and clear your cache following this change.

What are the minimum screen requirements?

The minimum screen requirements are 1024 x 768.

Error #6: No valid login

This error is to do with the privacy settings on your browser. Try reducing them to one level lower - so if your setting is ‘high’ reduce to ‘medium’ and if already ‘medium’ reduce to ‘low’.

Then clear your cache and try again.

Minimum Specification

Flash Player:
Minimum required is version 9, but we would recommend you use at least version 10. It is best if you use the latest version (http://get.adobe.com/flashplayer).

Supported Operating System / Browser combinations:

  • Microsoft Internet Explorer 9 ( Windows 7 )
  • Microsoft Internet Explorer 10 ( Windows 8 / Windows 7 )
  • Microsoft Internet Explorer 11 ( Windows 8.1 / Windows 8 / Windows 7 )
  • Mozilla Firefox Latest Version ( Windows 8.1 / Windows 8 / Windows 7 / OS X )
  • Google Chrome Latest Version ( Windows 8.1 / Windows 8 / Windows 7 / OS X )
  • Mobile Safari ( iPad iOS 7 )

We support the 3 last major Internet Explorer versions and all ‘current’ versions of other browsers.

Which domains do I need to allow/white-list?

Our training courses are delivered using a number of content delivery networks. In order to ensure that your users can access content without issue we advise allowing or white-listing the following domains:

*.ihasco.co.uk
*.amazonaws.com
*.jwplatform.com
*.jwpsrv.com
*.jwpcdn.com
*.jwpltx.com
*.vimeo.com
*.akamaihd.net

If you’re unable to allow access to vimeo.com then contact us and we can switch your account to an alternative CDN for video delivery.

Each certificate prints with the same name.

Each person needs to sign in with their own email and details. If staff do not have their own email make one up by using their name and your company email.

Staff are unable to launch the ‘Risk Assessment’ from the training programme

The ‘Risk Assessment’ is opened in a new browser window, make sure all ‘pop-up’ blockers are disabled. These can be re-enabled after you staff have completed their training session.

Why does the video of the online training session freeze?

You will need to clear your browser’s cache history.
Use the link below and follow the instructions.

http://www.wikihow.com/Clear-Your-Browser’s-Cache

Results showing as 0% on the Reporting Suite when I know staff have completed training

Each time your staff access their training after printing the certificate, it will be assumed that they wish to start a new training session. This will archive previous results.

To view archived results click on the ‘head & shoulders’ symbol next to the name. You will then be able to view all results.

I cannot access the online training suite

Check that the unique URL for your training suite has been entered correctly. Copy and paste the URL from the welcome email you received from IHASCO.

How can I print out my user results?

From any of the ‘Results’ screens on the Reporting Suite you can select to ‘Print’ the current view of results. This allows you the flexibility to ‘filter’ the results using the filter tool at the top of the screen, re-order the results as required and then print the view that you see in front of you at any moment in time. If you want to see the optional fields on your print out, make sure to toggle them open before you click ‘Print’

Note that you can use either the ‘Print Results’ button below the results tab or the inbuilt Browser print feature. Both give an identical result.

How can I create graphical reports based on my users results?

The Reporting Suite provides an option to download your users results to a CSV file which can then be imported into Microsoft Excel and manipulated in any number of ways.

Microsoft Excel has a built in ‘Chart Wizard’ which you can use to create a more graphical presentation of your users results data.

I cannot print certificates from the Reporting Suite

To print certificates form the Reporting Suite you need the Adobe Flash plug-in installed. Click here to download the latest version.

Results are not showing as expected on the Reporting Suite

There is a known issue with the legacy ‘Fire Awareness in the Workplace’ CD-ROM whereby if your Operating System is set to use US style dates then the dates on which you completed sections of the CD-ROM are passed to the Reporting Suite in the incorrect format. In some cases this will mean that sections are still marked as completed but with the wrong date, in other cases it will mean that the sections are not marked as completed when they should be.

To resolve this issue simply ensure that the users in question have their Operating System correctly configured to use the UK rather than US date format.

How do I change the order of the results?

You can ‘order or sort’ your results by clicking on any of the column titles to ‘re-sort’ the list in ascending or descending order by that column.

2. Submit a Support Request

So that we can best understand the issue that you are experiencing please complete the form below in full. Once we have received your support request we will review the details you have provided and endeavor to respond within 48 hours.

How can we help?

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