World Area Administrator Contacts
North AmericaAsiaEuropeLatin America
Vickie Schafer
Emerson Process Management
Educational Services
205 S. Center Street
Marshalltown, Iowa 50158
Phone: (641) 754-3331
FAX: (641) 754-3431
Vickie.Schafer@EmersonProcess.com		Geraldine Lim, Learning & Development Manager
Emerson Process Management Asia Pacific Pte Ltd
1 Pandan Crescent, Singapore 128461
Main Line: 65-6770-8290
Email: Geraldine.Lim@AP.EmersonProcess.com		Antoinette Blom
Emerson Process Management
Fisher- Rosemount B. V.
P.O. Box 212 2280 AE Rijswijk
Tel. 070-4136401
Antoinette.Blom@EmersonProcess.com		Karen Islas
Camino Santa Monica 238
Col. Vista Hermosa 54080
Tlalnepantla, Edo. de Mexico
Mexico
Tel (52-55) 5728-0833
Fax (52-55) 5361-0622
Karen.Islas@EmersonProcess.com
Kristy Holland
Rosemount, Inc.
8200 Market Boulevard
Chanhassen, MN 55317
Tel (952) 949-7010
Kristy.Holland@EmersonProcess.com		   


SymptomReason (if applicable) Solution Escalation Process
Registration Issues
Forgotten Password  Admin must look up in Administration / Control studio. Contact world area administrator.
Submit Request for Password
Forgotten Login ID  Admin must look up in Administration / Control studio. Contact world area administrator.
Submit Request for Login Credentials
Student cannot log in using established login id and password (invalid user name and password message)May be due to case sensitivity or the student has been erroneously directed to register to the MySmartForce demo site.Admin should verify login id and password in Administration / Control Studio of MySmartForce.Contact world area administrator.
Error when logging into the EMR Learning Connection Contact world area administrator to verify login information student is using or verify link:
From inside the Emerson network:
http://www.emersonlearningconnection.com
Outside the network:
http://mtn.frco.com/learningconnection 		Contact world area administrator.
Technical Issues
Course will not launch
  • The MySmartForce environment supports the following browsers: Microsoft® Internet Explorer (4. 01 SP2 to 5.5 SP1) and Netscape® Communicator™ 4.7x.
  • Browsers must allow cookies.
  • Security warnings always need to be answered as “YES” to trust content.
  • Depending on connectivity, the java applet may have timed out upon download process.
  • Flash or Shockwave not installed.
    		•
  • Verify browser version meets minimum requirements, always suggest Internet Explorer because most versions of Netscape within Sprint do not meet supported requirements.
  • May want to have user clear cache from browser.
  • Walk student through the actual process of launching the course and make sure they answer yes to all security warnings.
  • Have student go directly to: http://www.smartforce.com/corporate versus the link Emerson Learning Connection.
    		• Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800-938-3247, e- mail support: support@smartforce.com or live help from the site.


    SymptomReason (if applicable) Solution Escalation Process
    Technical Issues (continued)
    SmartSeminar or Webcast not opening or playingNo Windows Media Player or older version Firewall related: not allowing streaming media. Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800- 938- 3247, e- mail support: support@smartforce.com or live help from the site.
    PDF files not openingClient does not have Adobe Acrobat reader installed. Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800- 938- 3247, e- mail support: support@smartforce.com or live help from the site.
    ELearning courses not openingMacromedia flash not installed. Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800- 938- 3247, e- mail support: support@smartforce.com or live help from the site.
    No audio / No soundClient does not have a sound card or speakers. Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800- 938- 3247, e- mail support: support@smartforce.com or live help from the site.
    EMR Learning Connection portal page is slow to loadNetwork / Bandwidth Connectivity. Local Help Desk should handle these calls. If resolution is not achieved, help desk/ IT contact should contact SmartForce Technical Support at 800- 938- 3247, e- mail support: support@smartforce.com or live help from the site.
    Content Issues
    Errors in content  Mike Brouse: 303-530-8412
    mike.brouse@emersonprocess.com