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Technical Questions?

Please read the Technical FAQs below before contacting TECH SUPPORT. Most likely, your question is already answered there. If you do need to contact TECH SUPPORT be sure to include the order number, for example, “W01234567890123” which was emailed to you (or to the person who purchased a course textbook or online course on your behalf). If you do not have your order number, please see FAQ 2 below.

TECH SUPPORT is available via email. The Training Portal is monitored 7 days per week. After hours and on weekends, response time may be slightly longer. Please provide an accurate email address and ensure that your spam filter is set to accept messages from help@hypernetusa.net so that the response is delivered to your inbox and not discarded as junk mail.

Do NOT contact The Koogler Group via phone or email for TECH SUPPORT. This will only delay your response, as we must forward your message to TECH SUPPORT, and we are NOT available after hours or on weekends.

If you follow the STEPS set forth in the Training Portal, you should be able to access your Online Exam without delay. If you are not able to do so, please follow the instructions below before contacting TECH SUPPORT.

Technical FAQs

Below are the most common technical questions we hear. If you are having a problem with the web site, the solution is most likely covered here. If not, please contact the technical support department. Be sure to include your order number if you have one (for example, “W01234567890123”).

  1. I already have a Web ID account that I use to sign into the online store. Do I need a new Web ID for the training portal?

    No. You only need one Web ID account and should use it for both the online store and training portal.

  2. Where do I find the order number required to create a class?

    Your order number is listed on the email confirmation you received upon placing your order in the online store. If you no longer have the confirmation email, the order number can be found in your order history after signing into the online store. If someone else placed the order for you, please contact them for the order number. Order numbers look like this: “W01234567890123.”

  3. I’m having difficulty signing in, or my sessions are timing out so that I have to sign-in before viewing each presentation in a course.

    Your browser’s security settings may be preventing the site from working properly. This is usually resolved by updating your pop-up blocker’s exception list and your browser’s list of Trusted Sites. In Internet Explorer…

    1. Click Tools > Pop-up Blocker > Pop-up Blocker Settings.
    2. Add *.wh1.net and *.kooglergroup.com to the list of allowed sites.
    3. Click Close.
    4. Click Tools > Internet Options.
    5. Click the Security tab.
    6. Click the Trusted Sites icon.
    7. Click Sites.
    8. Uncheck the https box and add *.wh1.net and *.kooglergroup.com to the list of websites.
    9. Click Close.
    10. Make sure automatic refresh is allowed. If the Default level button is enabled, click it; otherwise…
      1. Click Custom level.
      2. In the list, find Allow META REFRESH.
      3. Click Enable.
    11. Click OK to close the dialog boxes.
    12. Close Internet Explorer and reopen.