Tout le Monde Online Technical Product FAQs

Cannot access the web site?

Symptom(s):

Experiencing problems accessing the Tout le Monde web site?

Cause:

Ensure that the correct web site link is being used, which 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 Harcourt 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)
  • Schools Postcode
  • Harcourt specific account number (example: 012345S)

Online Support Team
Telephone: 01865 888005
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 Tout le Monde web site.

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

 

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Content is missing on some of the web pages?

Symptom(s):

The content of the Tout le Monde web site is not being displayed correctly or some content is missing?

Cause:

To use Tout le Monde Online it requires 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 online content continues to function incorrectly then, please try installing the Adobe Flash Player manually by clicking on the link below.

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

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 schools network technician in order to download the software.

 

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Internet connection keeps dopping out?

Symptom(s):

While trying to use the Tout le Monde 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 888005
Email: online.enquiries@pearson.com

8.30-17.00 Monday to Friday

 

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Logging on details are not working?

Symptom(s):

Cannot access the Tout le Monde Online web site as the logging on details supplied are not working?

Cause:

This may be caused by the logging on details supplied are being entered into the web site incorrectly. Or that the password has been disabled.

Resolution:

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

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 888005
Email: online.enquiries@pearson.com

8.30-17.00 Monday to Friday

 

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The web site is running slowly?

Symptom(s):

The Tout le Monde web site is taking a while to load the pages.

Cause:

This could be specific settings with the schools Internet connection. Please find below a list of possible reasons which are likely to effect the Tout le Monde web site.

Resolution:

Firstly please be advised that if a dial-up Internet connection is being used, then this will slow down the loading of the web pages. If a broadband Internet connection is being used then please check the following: 

  • Check the bandwidth level with the ISP (IInternet service provider), this may be the LA.
  • 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 LA 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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