Fast Phonics First Online Technical FAQs

Audio is not playing ↓
Cannot log in ↓
Content is missing ↓
Content not displaying correctly ↓
Loss of internet connection ↓
Logging on details are invalid ↓
Web site running slowly ↓

Audio is not playing?

Symptom(s):

There is no audio coming from the Fast Phonics First Online web site?

Cause:

Fast Phonics First Online does contain a large amount of audio playback, there can only be two possible reasons as to why no sound is playing.

Speakers on mute
Speaker volume too low

Resolution:

In order for the audio to play correctly, check the computer's speaker volume and ensure that it is not on mute or the volume is not set too low.

Please find below instructions on how to check the speaker settings.

Windows users:

1. Navigate to the control panel
2. Double-click on sounds and audio devices
3. Check the Mute box is not ticked
4. Check the volume slider bar is not set too low

MAC users:

1. Navigate to the Apple Menu
2. Select System Preferences
3. Select Sound
4. Select the Input Tab
5. Select an input level and check the input volume is not too low
6. Check the Mute box is un-ticked

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Cannot log into the Fast Phonics First web site?

Symptom(s):

Experiencing problems logging into the web site, the username and password keep coming up invalid?

Cause:

Check that the correct web site link is being used that is supplied with the activation email and ensure that the licence agreement has been agreed too.

Resolution:

In order to check if the subscription has been activated please contact the Online Support Team, who will be able to check the status of the subscription.

Before contacting the Online Support Team, please ensure you have at least one of the following to hand.

Unique order reference number (example: 000001234)
School's Postcode
Harcourt specific acount number (example: 012345S)

Online Support Team
Telephone: 01865 888123
Email: online.enquiries@pearson.com
8.30-17.00 Monday to Friday

Please also check the following, as this may cause difficulties in logging onto the Fast Phonics First web site.

Check the browser being used is stated in the minimum requirements
Check connection to other web sites is working correctly

Content is missing on some of the web pages?

Symptom(s):

The content of the pages are not being displayed correctly or some content is missing?

Cause:

Using Fast Phonics First Online requires the computer to have Adobe Flash Player installed. Please also check that the browser being used is listed in the minimum requirements.

Resolution:

When accessing the web site for the first time, and if Adobe Flash Player is not installed, a dialog box will appear prompting for it to be installed. Please select the 'Install' button to begin installing Flash Player.

If the content continues to function incorrectly then Adobe Flash Player can be installed manually by clicking on the link below.

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&promoid=BIOW

If the school is using a managed network such as RM CC3 or Ranger Suite, the user will need admin rights to the workstation in order to download Adobe Flash Player. Please consult the school's network technician in order to download the software.

Content is not displaying correctly?

Symptom(s):

The web site for Fast Phonics First is not displaying correctly, some of the content is difficult to read.

Cause:

If the screen resolution of the computer is running higher than 800x600, it will cause the content and other features to display incorrectly.

Resolution:

Fast Phonics First is designed to run at a screen resolution of 800x600.

Please find below instructions on how to change the screen resolution.

Windows users:
1. Navigate to the Control Panel
2. Double-click Display
3. Click the Settings tab
4. In the Screen resolution section move the slider bar to above 800x600

MAC users:
1. Click Apple Menu
2. Select System Preferences
3. Select Displays
4. Select a screen resolution higher than 800x600

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Internet connection keeps dropping out?

Symptom(s):

While trying to use the Fast Phonics First Online web site the internet connection keeps dropping out?

Cause:

The main cause for this may be an issue with the ISP (internet service provider). However there can be other causes, please see below a list of other things they will need to be checked.

Resolution:

Firstly please contact the ISP (internet service provider) and check that there are no current issues reported.

Other things to check are:

Does this happen at the same point every time or is it random?
Does it display an error message? Please email a screenshot of the error to the below email address.
Does this happen on other web sites?

If all of the above have failed to rectify the problem please contact Online Support on the details below:

Online Support Team
Telephone: 01865 888123
Email: online.enquiries@pearson.com
8.30-17.00 Monday to Friday

Logging on details are not working?

Symptom(s):

Cannot access the Fast Phonics First Online web site as the logging on details supplied are not working?

Cause:

This is mainly caused by the logging on details supplied being entered into the web site incorrectly.

Resolution:

Please ensure that the details being entered are exactly as they appear in the login confirmation email.

PLEASE NOTE: The password field is case sensitive.

Alternatively please contact Online support on the details below, who can check the logging on details supplied.

Online Support Team
Telephone: 01865 888123
Email: online.enquiries@pearson.com
8.30-17.00 Monday to Friday

Web site is running slow?

Symptom(s):

The Fast Phonics First web site is taking a while to load the pages.

Cause:

This could be specific settings with the school's internet connection. Please find below a list of possible reasons which are likely to affect the Fast Phonics First web site.

Resolution:

Firstly please check the internet connection meets the minimum requirements of a broadband connection of 512K or above.

If it does please also check the following:

Check the bandwidth level with the ISP (internet service provider), this may be the LEA.
Is the internet connection being run through a Proxy Server? Please consult with the school's Technician to check if it is an in-house proxy server or is it being run via the LEA or some other external proxy?
Is the internet connection being run through a cache server or via the LEA cache server?
Check the browser being used is stated in the minimum requirements.
Are other web sites running slowly?

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