Support: Self-Study Live Labs

Our Self-Study Live Labs are very simple to use, but sometimes things do go wrong. Please have a look at the supporting information on this page and, if you still have problems, please contact us for support.

System Requirements

The minimum system requirements for our Self-Study Live Labs are as follows:

  • Processor speed: 1.5Ghz
  • Screen dimensions: 1280px x 1024px
  • Broadband / Internet access requirements: 2Mb download, 256kpbs upload

Recommended system requirements for most effective learning are:

  • Processor speed: 2Ghz / multi-core
  • Screen dimensions: 1920px x 1200px
  • Broadband / Internet access requirements: 5Mb download, 1Mb upload

Support videos

Our support videos should help you get started with our Self-Study Live Labs and assist with any problems you may have.

Part 1: Navigation Self-Study Live Labs

Part 2: Managing your progress

Part 3: Using Self-Study Live Labs

Part 4: Self-Study Live Labs support

Best Practices Guide

Our Best Practices User Guide should have everything you need to get started with Self-Study Live Labs. Download a copy.

Self-Study Live Labs FAQs

Some of the most popular questions that our support team gets asked about our Self-Study Live Labs.

I login and I am unable to access my courses, it says error 4503 no account exists
If you see this problem, please contact us (sales@gtslearning.com). For some reason, it appears that your account has not been created

I don’t have the correct courses, or I don’t have any courses
Please log a call with us and we will investigate what is wrong with your account.

I can’t connect to the lab devices, I receive Terminal Server error: Received an error connecting to: xxx.xxx.xxx.xxx
Please try pressing the connect button, the device might not have powered up fully resulting in this error, if you still receive this error ensure you are running the latest version of Java which can be downloaded at www.java.com. Alternatively you can try connecting using the HTML5 client.

I am receiving a message saying there are no labs available or they are under maintenance
Occasionally all the labs of a particular course may be busy or being upgraded. You can enter your email address to be alerted when a lab is free, or you can come back at a later time and try again.

When I was in a lab, I received a message that said “This lab is being shut down due to no activity”, why?
If you are detected as inactive then you will be prompted to see if you still want to use the lab, you will have 5 minutes to respond to continue using the lab, if we do not get a response then you shall be logged out of the lab. If you are using the lab and will need to be absent from your computer, please use the ‘Out to lunch’ function, this will give you an hour and a half until you will be logged out of the lab.

What browsers are supported?
We support the following browsers:

  • Microsoft Internet Explorer 7 or later
  • Mozilla Firefox
  • Apple Safari
  • Opera
  • Google Chrome

Due to the technical differences between these browsers some do have known issues, for example Chrome has some problems with SSL connections generating a No data received, server sent no data error which requires a work-around to access the labs. Please see our technical documentation for more information.

I can’t carry out one of the tasks in the lab
Please ensure you read each step very carefully when carrying out tasks; remember the devices are real so changes you make may impact another task later so by not completing one task you may not be able to complete the next as there is a dependency. You should also refer back to your course content to ensure you understand that task that you are carrying out. If you feel there is an error in the content please let us know and we will rectify the issue if something is not correct.

Can I save my work?
Currently you are unable to save your work as each lab is designed to be autonomous from another therefore saving is normally unnecessary.

I am unable to type using the HTML5 client
We sometimes see this issue if you have connected to the lab using the new HTML5 client. To overcome this you can either:

  • Use the Java client and launch the devices in page.
  • Use HTML 5 client and go to settings and change the “launch MS device in separate window” to ON.

Still need help?

Please complete the form below and we will get back to you within 24 hours (Monday-Friday)

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