Support

FAQ for registration and payment | onlinechemlabs

We welcome your questions and would like to hear suggestions on ways we can improve the quality of your virtual laboratory experience. Here are some of the most frequent questions that we receive about our labs.

 

When I click try to register or login, I see an hourglass, and then only a blank page.

(1) You may be using a non-standard operating system or browser. Internet Explorer 7 and above, Firefox, Chrome, and Safari all work with Silverlight. Linux systems, and other non-standard browsers may not be compatible.
(2) Your version of Silverlight might be corrupt or out-of-date. Try uninstalling and then reinstalling Silverlight.

(3) The app for Internet Explorer that is selected from Windows 8 Start Menu will not work. If you are using Windows 8, you must run IE from the Desktop, not the Start Menu.

I did not receive a verification email.

(1) Check if your email address is correctly entered on your My Account page
(2) Look for the verification email in your junk mail folder
(3) Check if your email client is set to reject email from addresses not in your contact list
(4) Note that you cannot perform this registration process from within Blackboard.

After correcting any of the above, please try the verification step again; it should work.

I have been verified. How do I pay for my labs?

To see if you must pay, click on the My Courses Quick Link from your Settings page. Any course fees due will be shown. If you have fees due, click on the Pay Lab Fees Now. You will be directed to the PayPal site where you can use a credit card, a debit card, an existing PayPal account, or an eCheck.

I am not able to make a payment on Paypal.

(1) Do not open the lab page within Blackboard, because the connection to Paypal will not work. Open a separate browser window directly from your desktop and try again.
(2) Use the most reliable browsers for this one-time process (IE7 through 10, Safari, or Firefox).
(3) Reboot your computer, and try again with no other applications open. Some open applications such as Facebook or mail/messaging might interfere with the Paypal interface.
(4) If all else fails, switch to a different computer to make your payment. This is a process that you only need to do once per course.

I have logged in, but do not see my labs. What must I do?

Click on the My Labs link. The list of available labs will appear. Click on the name of the lab you want to work on.

After I click on the name of the lab, I see a page called the Lab Details.

Click on Open Lab. Wait until Silverlight loads (10-20 s). We recommend a screen resolution of at least 1024 x 768 to display the laboratory screen.

How can I change my computer screen resolution?

The procedure depends upon your computer and operating system. On a PC running Windows 7 and 8, you can right-click anywhere on the desktop and then select Screen Resolution. For other PC operating systems, right-click anywhere on the desktop; select Properties>>Settings>>Screen Resolution. On a Mac, open the Apple menu and select System Preferences>>Screen resolution.

 

If the FAQs do not address your issue, please contact us at technical support. Please provide as many details as possible and your contact information. We will respond within 24 hours.