Mozilla Firefox - Quicktime Installation (all systems)

Answer

Dear,

Thank you for contacting the IBM Global Support Center. If you are currently unable to hear the audio portion of your assessment, we will first need to exit out of your test using your task manager in order for you to re-access your assessment at a later time. To do so, please follow the instructions below

-Hold down the Ctrl, Alt and Delete keys at the same time

-Select the Task Manager option

-Select the Applications tab

-Select the internet browser icon that you are accessing your assessment through

-Select End Task

-Repeat this step until all browser web pages are closed

-----------------------------------------------------------------------------------------------------------------

If using Mozilla Firefox, the issue with the audio portion of the assessment may be that you have the incorrect (or no) version of the Apple Quicktime player installed on your system which is required in the Firefox browser to play the audio file.

We will need to begin by removing any other versions of Apple QuickTime you may have installed. To do this, please follow the steps below:

-Open the Start Menu at the lower left-hand corner of your screen

-If you are using Windows 8 ? hold down the Windows key and X on your keyboard

-Select Control Panel

-Click on one of the following options:

-Uninstall a Program

-Programs and Features

-Add or Remove a Program

-Scroll through the list until you locate Apple QuickTime

-Select Apple QuickTime and click on Remove

-Once Apple QuickTime has been removed from the list you may close the control panel

To install Apple QuickTime 7.6, please use the link provided below:

https://support.apple.com/kb/DL762?locale=en_US

-Click on Download

-Click on Save File

-Click on the blue arrow when it appears in the top-right corner of your screen

-Select Show All Downloads

-Click on the QuickTimeInstaller

-Select Run

-You will see a window that says ?Welcome to the QuickTime 7 Installer?

-Select Next

-You will see the License Agreement and will need to select Yes to continue

-Click on Install

-It may ask if you want to make changes to the computer

-Select Yes

-You will see a message that says ?QuickTime 7 has been successfully installed on your computer?

-Select Finish

-It may ask if you want to upgrade from video watcher to video maker

-Select No Thanks

-Restart your computer and attempt your test again.

If you continue to experience issues after installing Apple QuickTime you may need to clear the Cache and Cookies. Please follow the steps provided below:

-Select History from the Menu Bar?? -?? Press [Alt] + [S] on your keyboard

-Click on Clear Recent History

-In the drop-down next to Time Range to Clear

-Select Everything

-In the details section place a check-mark next to Cookies and Cache

-Click on Clear Now

-Close completely out of Mozilla Firefox

-Reopen Mozilla Firefox and attempt your test once more

If you are still having trouble with your audio or have any other questions please feel free to contact our help-desk via telephone at 1-855-306-1467 or via email AssessSupport@us.ibm.com. Have a great day!

Sincerely