Our goal is to help you find the information you need as
quickly as possible.
Please read the following frequently asked questions, which
address most of our customers' concenrs. If you don't find the
information you need, fill out our Tech Support
Request Form. A technical support representative will respond
within 48 hours.
Questions About Online Resources
- I can't open my
syllabus and the rest of my online resources.
- I'm getting
the following error message when I try to access my online
course: "There was an error processing your request."
- I can't
complete the membership profile because I do not see "Which
best describes you?"
- I'm working
on a workshop and there is no "submit" button.
- My
kaptest.com homepage doesn't show the class that I'm taking
with Kaplan.
- The
window for my online resources (syllabus, workshop, quiz,
QuizBank) is too big or too small and I can't scroll up or
down.
- My browser
freezes when I try to open a Kaplan PDF test or
explanations.
- I'm
using a Mac computer and I'm prompted to enter a password to
open PDF files.
- Why am I
directed to the Member Log-in page when I try to access my
course syllabus?
- Can my CAT exams
be reset?
- When I try to
access my course syllabus, why do I still get prompted to
download Flash Player even though I already installed
it?
- I am
repeating the course and my syllabus displays the scores from
my previous course.
- I'm seeing red
Xs where the video should be when I access the lessons on
demand.
- I have Real
Player installed and see the play controls (Play, rewind, fast
forward) but the lessons on demand do not load.
- I'm
getting the following error message when I try to watch lessons
on demand: "Connection to the server could not be established.
You may be experiencing network problems."
- I'm trying to
register my book to access the online resources kaptest.com,
but the serial number doesn't work.
- My online
resources load extremely slowly.
- I
completed assignments online but my syllabus is not checking
them off.
- I am using AOL
and I am not able to access my online assets.
- How do I
install the Kaplan software that was included in my
book?
- How do I use
the internet features in the software?
- How do I
view explanations to my answers for each CAT exam section on my
GMAT or GRE CD-ROM?
- I get a
runtime 9 error message when I try to load the Kaplan
CD-ROM.
- I'm
getting one of the following error messages when I try to
install my software: "Corrupt installation detected" or "Access
denied."
- How do I
use SmartGrid?
- When I
start a test I can see the answer selections (ABCD), but I
can't see the questions. How do I display the test
questions?
- What
are the technical requirements for Kaplan CD-ROMs?
Questions About Online Resourcs
We use pop-up windows to create a better user experience. Some
internet service providers, browsers, and firewalls (including
AOL, Netscape, MSN, Safari, and Firefox) have components that
block pop-up windows from opening, which will interfere with many
of our online resources. If you're using any pop-up blocking
software, simply disable pop-up blocking while using Kaplan
online assets. (Note that our courses use multiple domains to
serve your course materials.)
Try holding down the Ctrl key while clicking on an online
assignment in your syllabus. This will force the browser to
display pop-up windows. If this does not resolve the issue,
please try the suggestions below:
Turn off Internet Explorer's pop-up
blocker:
- From Internet Explorer's Tools
menu, choose Pop-up Blocker.
- Click "Turn Off Pop-up
Blocker."
Disable all third-party toolbars in Internet
Explorer:
- From Internet Explorer's Tools
menu, choose Internet Options.
- Click the Advanced tab.
- Under Browsing, un-check the
box next to "Enable third-party browser extensions (requires
restart) check-box" and then click OK.
- Close all Internet Explorer
windows and restart your computer.
Disable pop-up blockers in the System Tray, located at
the bottom right corner of the screen (next to the
time):
- Right-click on the pop-up
blocker icon.
- Click 'Exit,' 'Quit,' or
'Disable.'
Turn off Firefox's pop-up blocker:
- From Firefox's Tools menu,
choose Options.
- Click the Content tab.
- Un-check the box next to "Block
Popup Windows" and then click OK.
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"There was an error processing your request" is a general
Kaplan error message that's displayed whenever the online
resources are not registered properly. In most cases, this is
temporary error that is resolved within 24 hours. However, if the
error does not go away after this period, please fill out a
Tech
Support Request Form including the following information so
that we can resolve it for you:
- Name of the assignment(s)
displaying the error
- Indication of whether or not
you were able to access the online asset before
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This usually happens when JavaScript is disabled on Internet
Explorer. To enable this functionality please follow the steps
below:
- Open Internet Explorer, click
the Tools menu, and select Internet Options.
- From the Internet Options
window, choose the Security tab.
- In the Security window, choose
Custom Level.
- In the Settings window, scroll
down to Active scripting. Check Enable. Then click OK.
- You will get a warning message.
Click "Yes."
- Click OK in the Security
window.
- Close the browser and try
again.
If you continue to experience challenges with the membership
profile, please fill out a Tech Support
Request Form including the following information:
- Area of Interest that you
selected
- Internet browser you're
using
- Kaptest.com username
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Some of our workshops are interactive and use the sound device
in your computer to display content. If your computer's sound
isn't working properly, you may not be able to view the "submit"
button. To determine whether or not your audio is working
properly, try playing regular music files. If you don't hear any
sound, your sound device may not be functioning correctly. Please
contact your computer manufacturer for assistance.
If you do hear sound, please turn off any pop-up blocker that
you may have on. For instructions, see "I can't
open my syllabus and the rest of my online resources."
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This happens when the incorrect "Area of Interest" is chosen
in your membership profile. This can be fixed by modifying your
profile: Click the "Edit My Profile" link on your kaptest.com homepage and select an "Area of
Interest" that best matches the class that you are taking with
us. Save the changes and then return to your page. Your homepage
will now display the proper information.
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If you find that text or images on your computer are too small
or too big, we recommend that you adjust your screen resolution
(which is also referred to as screen area):
- Right click on a blank area of
your desktop.
- Select Properties from the
menu.
- Choose the Settings tab from
the dialog box.
- Adjust the slider in the screen
area to change the resolution. We recommend 1024 x 768. Click
OK.
- Windows will give you a message
telling you it will try to resize your desktop. Click OK.
Note: The size of your monitor and the type of video card you
have will determine how high you can set your resolution, and the
quality of the images after it is changed. A screen area of 800 x
600 is standard for 15" or 17" monitors. 19" or larger monitors
can go higher.
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In some cases Adobe reader will not open properly causing your
browser to freeze. To correct this, please try the suggestions
below:
Disable the Adobe Reader browser plug-in and force the
browser to open the Adobe Reader program as a new
window:
- Open the Adobe Reader program
and go to the "Edit -> Preferences" dialog.
- Select the "Internet" category
and uncheck "Display PDF in browser."
- You'll receive a prompt that
will ask you to restart your computer. We recommend that you
close all open applications and to save any work before
restarting your computer.
- After the restart, please try
to access the tests again.
Open the PDF document within Adobe
reader:
- Select the test you want to
view and right click on the Adobe reader icon (test or
explanations).
- Select "Save target as" and
save the file to your computer.
- Open Adobe reader. From the
File menu, choose Open.
- Select the document and click
"Open."
If you are having constant problems with Adobe reader, such as
your browser hanging or crashing after viewing a PDF file, or if
the Adobe Reader plug-in loads very slowly, make sure you are
using the latest version of Adobe Reader. You can download the
latest version from www.adobe.com.
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The Mac OS X system allows users to view and print PDF files
using Preview. Users running OS X10.3.3 or earlier might get a
prompt from Preview asking for a password even if the document is
not password-protected. To correct this, we recommend making
Adobe reader the default PDF viewer:
- Select the PDF file in the
Finder.
- From the File menu, select Get
Info.
- In the Info window, select
"Open with."
- Set the pop-up menu to Adobe
Reader.
- Click the "Change All" button
that's immediately below the pop-up menu.
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If you click the Go button to access your syllabus and the
Member Log-in page appears instead, then either the privacy
(cookie control) setting in your browser is set too high or
cookies are being blocked/removed by your security program.
Please log out of your kaptest.com account. Then try the
suggestions below.
Change Privacy settings in Internet
Explorer:
- From Internet Explorer's Tools
menu, choose Internet Options.
- Click the Privacy tab.
- Click the Default button so the
privacy level is set to Medium.
- Click OK.
Disable Privacy Services in MacAfee Security Center
(if you have it installed):
- Right-click on the MacAfee
Security icon in the bottom-right corner of your screen (near
the time).
- Point to MacAfee Privacy
Service and then click "Sign Out."
Turn off Cookie Control in Zone Alarm Pro (if you have
it installed):
- Double-click on the Zone Alarm
Pro icon in the bottom-right corner of your screen near the
time.
- Click the Privacy panel and
then click the Main tab.
- Move the slider for Cookie
Control to off.
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Yes, your tests can be reset. However, this process requires
up to 72 business hours to complete.
Please note that questions you initially encountered may
appear again in future CAT tests. Once your CAT test is reset,
there will be no record of those questions being completed. If
you still want to have your CAT(s) reset please fill out a
Tech
Support Request Form including the following information:
- CAT(s) you want reset
- Confirmation that you
understand that you may see repeated questions in future CAT
exams.
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In order to install the Adobe Flash Player, you need to be an
administrator of your computer. Users with limited rights to the
computer will not be able to install the Flash Player.
To see if you are logged on to Windows as an administrator,
please follow the steps below:
- From your Windows taskbar,
click "Start" and "Run."
- Type "control userpasswords2"
into the text box and click OK.
- A User Accounts dialog box will
open. If the dialog box has two tabs, you are logged in as an
administrator. If the dialog box doesn't have any tabs and
prompts you for a password, you are not logged on as an
administrator.
If you'd like to have administrative rights on your computer,
please contact your system administrator. Once you have
administrative access, follow the instructions below to install
Flash Player:
- Go to www.adobe.com/go/full_flashplayer_win_ie.
- A dialog box will appear asking
you if you wish to run or save the file. Click Save.
- Another dialog box will appear.
Save to your Desktop. Then click Save.
- After the download is
completed, click Close and then close all IE windows.
- Double-click on the Flash
installer on your Desktop called
install_flash_player_active_x.
- A dialog box will ask you if
you wish to run the file. Click Run.
- Another dialog box will ask you
if you wish to install the Flash 9 Active X Control. Click
Yes.
- Flash will then install. It
will let you know when the installation is complete. Then click
OK.
- Restart your computer.
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As you have noticed, your previous course's scores are
displayed on your current syllabus. Our flash syllabus is
currently designed to display all scores whether from the current
or from the previous enrollment. There is no option to either
include or exclude prior performance. However, you can retake all
the assignments, and their new scores and completion dates will
replace the existing ones.
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You'll need the latest version of RealPlayer installed to view
lessons on demand. Please follow the instructions below:
- Go to www.real.com/realplayer.html.
- Click on the blue "Get
RealPlayer - Free" link in the lower right side of the
page.
- You will then be taken to the
download page. Click on the "Start RealPlayer Download" button
and when the file download box opens, choose Run to begin the
download.
- The program will download and
then prepare to install. Click "Accept" at the enrollment
agreement and then click "Next" to install this program.
- We recommend to "Make
RealPlayer Your universal Media Player". If you want to do
this, select this option and click on" Finish." If you want to
specify individual settings then choose "Select media types for
RealPlayer from a list" and click "Next."
- The Google toolbar that is
offered in the next window is unnecessary. Uncheck the checkbox
and click "Continue."
- Choose 'Basic Setup' and then
click "Continue."
- At the registration page, click
"Cancel." Then click "Exit."
- RealPlayer should now open and
play a welcome message.
You will now be able to view your online videos.
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Occasionally RealPlayer will not install certain codecs that
are needed in order to play lessons on demand. While
re-installing RealPlayer will most likely correct the issue, we
recommend installing just the codecs:
- Open RealPlayer.
- From the Tools menu, select
"Check for Updates." It will come up with a number of plug-ins
and add-ons.
- We recommend that you select
every "multimedia" plug-in.
- After selecting all
"multimedia" plug-ins click "install" and close RealPlayer upon
completion of the installation.
- Log back on to your Kaplan home
page and try accessing the lessons on demand.
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This error message is generally displayed if lessons on demand
are being accessed from a corporate network, public library,
school computer lab, or a personal computer with security
applications running (Firewall). We recommend that you contact
your network administrator and provide the details below to
correct this issue. Once the information is added to the Firewall
configuration you'll be able to access the lessons on demand.
Information to provide network
administrator:
Hosts: streaming.kaptest.com, streaming.kaplan.com
IP Address: 199.106.238.244
Ports:
RTSP 540
HTTP 80
PNM 7070
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When entering your book's serial number, please be sure to use
all capital letters and include the dashes. If you still receive
an error message, please fill out a Tech Support
Request Form including the following information so we can
generate a new serial number for you:
- The full title of the book
- The serial number
- The ISBN 10 number, located on
the back outside cover, near the barcode
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Your web browser will store a list of websites you've visited
and places you've gone in a history file in your computer. When
the history folder (temporary internet files folder) becomes
large, it will slow down your browser. To improve the performance
of your web browser please clear your temporary internet
files.
For Internet Explorer 5 and above, follow these
directions to clear out temporary files and delete
cookies:
- Open Internet Explorer.
- From the Tools menu, choose
Internet Options.
- On the General Tab, in the
middle of the screen, click on Delete Files.
- You may also want to check the
box "Delete all offline content."
- Click OK and wait for the
hourglass icon to stop after it deletes the temporary internet
files.
- You can now click "Delete
Cookies" and then click OK to delete cookies that websites have
placed on your hard drive.
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This usually happens when you complete a workshop without
clicking "close" (in the top right-hand corner of the last page
of the workshop). To ensure the workshop is marked as completed
on the syllabus, please make sure to click "close" after you've
completed it. Even though most assignments are saved instantly,
occasionally some may take longer to get updated.
Your information will most likely be up-to-date the next time
you log in to your syllabus. If the work completed does not get
recorded after several days please fill out a Tech Support
Request Form including the following information and we'll
update it for you:
- Assignment(s) not checking off
and session where they can be found
- Indication of whether or not
this is the first time experiencing this
- Kaptest.com user name
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Our online resources are not currently compatible with AOL. If
you are using AOL as your internet service provider, please
minimize the main AOL window and access your student homepage
using one of the following web browsers: Internet Explorer,
Firefox, or Safari.
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Questions About Kaplan Software
For Windows:
- Start Windows® 98SE, NT 4.0
SP6, 2000, ME or XP.
- Insert the Kaplan software CD
into the CD-ROM drive.
- The Setup wizard will
automatically pop up.
- If the Setup wizard does not
open, from the Start Menu select "Run" and type "d: setup.exe"
(where "d" is your CD-ROM drive).
- Press OK and follow the
prompts.
For Macintosh:
- Start Macintosh® OS 8.6, OS9,
OS X.
- Insert the CD-ROM into the
drive.
- Double-click the Kaplan install
icon.
- You will be presented with a
dialog box that will let you choose Standard Install or Custom
Install.
- If you
choose Standard Install, the program will automatically
install the program and update your files if
necessary.
- If you choose Custom Install, you can choose where to
install the different components of the program and whether
to overwrite existing versions of files.
- When installation is complete,
double-click the Kaplan icon to begin the program.
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If you have internet access, you can use the internet features
of our Kaplan software. When installing on Windows, choose
"Netscape Navigator" or "Internet Explorer" as your web browser
of choice. Then you can access websites for colleges and
universities, or the award-winning Kaplan website, kaptest.com from within the application.
For Macintosh users, you can choose "Netscape Navigator" or
"Internet Explorer" as your web browser from within the program's
User Preferences feature under the Options menu.
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In order to advance beyond the explanations for the first
essay question, please pull down from "Explanations" in the tool
bar at the top of your screen. (Though this tool bar appears grey
and inactive, it is functional). You can move forward through the
test explanations by checking subsequent sections of the test in
this pull-down menu.
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Please note that if you are using a non-English version of
Windows, your software will not run properly. Our software was
designed to be run with the English version of Windows.
Please try to reinstall the CD-ROM. Also check your language
settings on your computer by going to Regional Settings in the
control panel, select the advanced tab and change the language to
English.
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It is common to receive either of these messages if:
- You do not have enough rights
to make changes to the OS.
- You are trying to install the
software to a work computer. In most cases workstations will be
restricted and will not let the user make changes to the
computer.
- A security program is running
and is preventing the user from installing the Kaplan
software.
If you using the CD on a work computer you will need to get
administrator rights (or you can ask your network administrator
to install the software for you). If you are using a home
computer running Windows XP or Windows 2000 in this case you will
need to log into the main account for the computer.
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SmartGrid is available for the Diagnostic and Full-Length
Tests. If you select to take one of these tests, a pop-up box
prompts you with the question: "Do you wish to take the test
using SmartGrid?" If you select "Yes," another prompt appears:
"Turn to the appropriate page in your test booklet." In SmartGrid
mode, the questions will not appear on the screen. Questions can
be found in a folder entitled, "LSATTEST" on your LSAT CD-ROM.
The test questions are in .PDF format, which can be easily
printed. Once you've done so, you can follow along by reading the
test questions on the booklet page and entering your answers
onscreen in the SmartGrid.
If you take a test using SmartGrid, you can choose your answer
by clicking on the answer bubble, note your confidence level by
checking the appropriate box, and mark a question by clicking on
the "Mark" box.
To eliminate answer choices using SmartGrid, use the right
mouse button.
Grid-in questions appear in SmartGrid as boxes with a triangle
next to them. Click on the triangle and a Grid-in window will
appear; click on the appropriate bubbles and click on OK when
finished.
Once you've completed a test, click "Finish." You will then be
prompted to see your test results. Selecting "Yes" will take you
to the Analysis screen, where you can view your results. You can
also view your question answers and explanations by clicking
"Explain Answers" at the top of the Analysis screen.
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When starting a test, be sure to click "No" when prompted to
use the SmartGrid option and the questions will be displayed on
the screen.
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For a list of technical requirements, visit our
software requirements page.
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Technical support is available only to students who are
enrolled in classroom-based and online courses. Support is
available during the following times:
- Monday to Thursday 9:00 AM - 9:00 PM EST
- Friday 9:00 AM - 7:45 PM EST
- Saturday and Sunday 9:00 AM - 5:45 PM EST
Technical support may be obtained by calling 1-888-346-5876 in
the USA and Canada or 1-212-997-5886 from outside the USA or
Canada. For greater convenience, try our Online Technical
Support Form.
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