The following tips are from the help desk of Fairfield Language Technologies, makers of Rosetta Stone software:
- What to do if you get a Referral Error
A frequent explanation for the referral error is that something on your computer is preventing the vendor from seeing that you are coming to their Web site directly from the Library Web page that verifies your Library card number. If you make your browser so secure that the commercial vendor does not know where you are coming from then they will not know that you have a valid Contra Costa County Library card.
If you are using Internet security software such as Zone Alarm, Norton Internet Security, or other products, you can accidentally (or intentionally) set your computer up so it cannot be used with Library databases. Please make sure an Internet firewall is not blocking any necessary installations, nor any "Privacy" setting blocking required cookies. Review the Privacy options for the Internet through Internet Explorer > Tools > Internet Options > Privacy tab. Make sure the setting is default (medium) or lower. Sometimes, even the medium setting can block necessary cookies. You should close your Internet browser after making any changes and then reopen the Internet browser and try again. You may need to restart your computer for the changes to be effective.
A second possible explanation for a referral error may be that users are creating a short-cut to access Rosetta Stone, bypassing the steps within the Contra Costa County Library's Web site, e.g., bookmarking the URL for Rosetta Stone access as opposed to bookmarking a page from the Library's Web site. If a referring URL is in place and the customer does not navigate through the proper links on our site, the customer will see a referral error.
- If you are running Norton System Works / Firewall 2003 or later:
Some Web pages require referrer information before allowing you to view their page. If you want to allow referrer information to pass to a particular Web page, you must create a rule for it.
To create a rule that permits referrer information: - Open Norton Internet Security or Norton Personal Firewall
- Do one of the following:
- In Norton Internet Security or Norton Personal Firewall 2003: Click Options > Internet Security , click the Web Content tab
- In Norton Internet Security or Norton Personal Firewall 2004 or newer: Double-click Privacy Control, click Advanced
- In the bottom of the Advanced window, click Add Site
- In the New Site/Domain box, type the name of the site that you want to receive the referrer information (onlinelearninglanguage.com), and click OK
The site name appears in the left frame of the Options window - Click the name of the new site
- On the Global Settings tab, under the Information about visited sites section, uncheck Use default settings
- Click Permit
- Click OK to close the Options window
Instructions from the Norton Web site for allowing referrer information
- Use Internet Explorer or Firefox with any PopUp Blockers disabled
- Firewall settings may need adjusting:
Please make sure an Internet Firewall is not blocking any necessary installations. Some Internet Security programs include a "Privacy" setting which may block required cookies.
- Cookies, Temporary Internet Cache, and Security Zones
You may want to delete the Temporary Internet File Cache as follows:
Internet Explorer:
1. Click on Tools
2. Click on Internet Options
3. Click Delete Files and then select “Delete all offline content”
4. Also, delete the Cookies, if you see a Delete Cookies button
5. Click Clear History
6. Click Yes
7. Click OK to close Internet Options
8. Close Internet Explorer and try again
For Macintosh users, Firefox can be used. Also, if using Safari, clearing the Temporary Internet File Cache is usually done by clicking Safari on the top menu bar and then click "Empty Cache."
Firefox:
1. Click on Tools
2. Click on Options
3. Click on Privacy
4. Please Clear the Cookies, Cache, and History.
Please close all Internet browser windows and reopen Firefox or Internet Explorer and try again.
If the problem persists within Internet Explorer, check the security options for the Internet through Tools > Internet Options > Security tab. Please change the security for the Internet zone to the "Default Level" which is "Medium."
Click "Default Level" in the lower right. This changes the Security to "Medium."
Click OK. Close and then reopen Internet Explorer before retrying the login. Launch the course again.
- Shockwave may be corrupt
Please follow these steps to correct:
- Visit the following Adobe Web site to find out if the Shockwave Player is installed:
http://www.adobe.com/shockwave/welcome/ - Version information such as 10.1r11 or similar should appear in the Shockwave Player window on the left side if Shockwave is installed properly.
- Go into your computer's "Control Panel" (May be under START > Settings > Control Panel)
- Click on "Add/Remove Programs."
- Look through the programs under "A" for Adobe Shockwave Player, and under "S" for "Shockwave." You may fine one or the other or both. Whether you find one or more, delete them all (Change/Remove).
- Go to http://www.adobe.com/shockwave/welcome/ and download Shockwave again.
- Go back to the Library's Rosetta Stone Web site and try to access the lessons again. You may be prompted to download the Rosetta Stone Speech recognition package. If so, click "Install."
- Checkout the Rosetta Stone Knowledge Base
http://www.rosettastone.com/knowledgebase/SSL/WebHelp/Rosetta_Stone_Knowledge_Base.htm