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Support

Technical Support Schedule

8:00 am–10:00 pm ET, Monday–Thursday
8:00 am–9:00 pm ET, Friday
Email: online@schweser.com
Phone: 888.325.5072 (U.S.) or +1 608.779.8327 (Int’l.), option 2

After-hours support is available by submitting a Tech Support Contact form or by emailing online@schweser.com. Requests will be responded to within 24 hours.

Before Sending a Request

Please review the information below, as well as reviewing our Help page.

Technical Requirements

Kaplan makes every attempt to make our websites and products mobile- and tablet-friendly. However, not all features are compatible with all tablets and phones.

  • When working on regulated course material, we recommend using a Windows- or Mac-based desktop or laptop computer.
  • We recommend the use of Windows 7–10 or macOS 10.9 or later operating systems.
  • We recommend the use of current Chrome, Firefox, or Safari browsers. We also support Internet Explorer 11 and Edge.
  • For business customers, please verify the browser choice and use with your manager or IT department.
  • We recommend online learners have the latest version of Flash (until August 1, 2018), when it will no longer be needed.
  • We recommend online learners have at least a 2MB connection.
Many internet browsers have already begun phasing out Flash (e.g. Microsoft, Chrome, Firefox) due to security vulnerabilities, reduced power consumption, and faster page loads. Kaplan is proactively working toward replacing Flash to ensure uninterrupted service for our customers and, more importantly, reduce the critical security vulnerabilities that Flash poses to our customers. Some of our clients have already begun the process of disabling Flash on their internal networks due to IT security risks.
WebRTC is a protocol supported by modern browsers. If your browser does not support WebRTC, you must install the Temasys WebRTC browser plugin or use a supported browser before Monday, December 4, 2017, to avoid any disruption in service. Please see the list below. We recommend utilizing the latest versions of your browser. To test your browser, please run this test: Kaplan Connection 2.0 Browser Test.
Please navigate to this website to install the Temasys plugin on your machine OR forward onto your IT team to install across your company’s network.
To ensure a smooth transition for your organization, please take the following steps, and contact us if you have any issues.

  1. Allow for TCP connection secured over TLS over port 443 along with UDP Ports 443 and 10,000–20,000.
  2. If your company utilizes an internet browser not natively compatible with WebRTC (IE11 or before, Safari 10 or before), install the Temasys plugin.
We have already begun phasing in this new technology, and all products will be switched over by July 31, 2018. At that time, all live online classes will be delivered via the upgraded HTML5-based technology.

Products impacted: This will impact Live Online classes only.

Windows

Operating System—Windows 7–10

Browsers with WebRTC browser extension and the ability to install browser extensions for audio/video and screen sharing:

  • Microsoft Internet Explorer 11, Edge
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)

Mac

Operating System—OS X 10.9 to 10.12

Browsers with WebRTC browser extension and the ability to install browser extensions for audio/video and screen sharing:

  • Apple Safari 5 or later
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)

A/V

  • Web Camera connected to the computer for streaming video feed
  • Microphone for streaming audio feed

Mobile Support

  • Mobile is supported by the use of the HTML5Meeting App. Available in the AppStore and Google Play Store.

Network

  • 500kbps per each video feed
  • 500kbps for screen sharing
  • Internet connection 1 Mbps or better—broadband recommended
  • Allow for TCP connection on port 443
  • Allow for UDP connection on ports 443, 10,000–20,000

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