800-640-1140
Select Page

FREQUENTLY ASKED QUESTIONS

The following are answers to frequently asked questions about our online training platform. 

GENERAL QUESTIONS:

HOW DO I ENROLL IN A COURSE?

You can sign up for a course by emailing onlinecoursesignup@mgeonline.com or by calling client services at 800-640-1140. 

HOW DO I ADD ADDITIONAL USERS FROM OUR OFFICE?

Practice owners and office managers may register for an account by filling in their information at www.mgetraining.com/my-account.

…Clients who wish to sign-up additional employees may contact a service consultant at info@mgeonline.com or calling 800-640-1140. 

…Clients on the all-inclusive 3-Year Program may register their employees for an account by filling in the employee’s information. 

WHAT ARE COURSEROOM HOURS?

Once you have been signed up for a course, you will have access to that course 24/7. Supervisors are available to assist you Tuesday through Saturday 9:30 am – 8:30 pm EST. 

DO I NEED TO MAINTAIN A SCHEDULE?

…While you have access to the course material 24/7 and may study at your convenience, we recommend that students commit to a routine schedule to complete their courses as soon as possible. Most courses are completed in 10-20 hours. Some take longer. When starting your course, you should soon speak with the Lead Course Supervisor or Director of Training and work out a study schedule.

WHO ARE THE COURSE SUPERVISORS?

The course supervisors are a team of MGE staff members trained to assist students in the study and application of course materials. 

HOW DO I CONTACT A COURSE SUPERVISOR?

From 9:30 am – 8:30 pm EST, if you ever have a question, or need some help, contact your supervisor using the live chat button in the bottom right-hand corner of the screen or call into our office at 800-640-1140 and request an online supervisor. 

…Outside of our business hours you can message a course supervisor within the platform using the MESSAGE tab under MY DASHBOARD, or email a supervisor at onlinecoursesupervisor@mgeonline.com. A supervisor will respond to you by the next business day. 

 

SITE NAVIGATION

HOW CAN I SEARCH QUICKLY FOR CONTENT?

…You can search quickly for content on any individual page by clicking CTRL+F.  This will open a search box (typically found at the top left or right of your browser) that you can use to search for a keyword or concept that you are looking for. This is particularly useful when using the GLOSSARY or trying to find a concept in a long article that you have read.

WHAT IS MY DASHBOARD?

“My Dashboard” is the central access point for the online courseroomWithin My Dashboard, near the center of the screen, you can access the My Courses tab, Messages tabAchievements tab, and My Profile tab. On the top right of the screen you can also access the Courses, Contact US, and Log Out tabs 

WHAT IS THE “MY COURSES” TAB?

…”My Courses” is a section that lets you browse the courses in which you are enrolled. 

WHAT IS THE “MESSAGES” TAB?

The “Messages” tab lets you send a private message to your course supervisor team.  

WHAT IS THE “ACHIEVEMENTS” TAB?

…The “Achievements” tab lets you view the course verification forms you have received after completing a course checksheet and any required test. 

WHAT IS THE “MY PROFILE” TAB?

The “My Profile” tab allows you to update your contact information and password. 

WHAT IS THE “LAUNCH COURSE” TAB?

The “Launch Course” tab launches the course player.  

WHAT IS THE “GRADEBOOK” TAB?

The “Gradebook” tab shows your progress on your checksheet. It shows which items are not started, in progress, and complete. You can also access the remarks from your course supervisor for your practical assignments here. 

WHAT IS THE “ACTIVITY” TAB?

The “Activity tab shows your checksheet activity by date and time. This includes when a student has completed an assignment or submitted practical, and when a course supervisor responded to your assignment. 

WHAT IS THE “COURSES” TAB?

The “Courses” page shows all the courses MGE has to offer online. 

WHAT IS THE “CONTACT US” TAB?

The “Contact Us” tab opens a page where you can send a message to MGE’s Client Services. 

 

COURSE NAVIGATION 

HOW IS THE COURSE ORGANIZED?

As in the MGE courseroomswhile studying online with MGE you will be following a “checksheet” for each course. The checksheet need to be completed in sequence with each step marked as complete before moving onto the next.  

…Open circles on the checksheet indicate that lesson has not been started.  

…Half-complete circles on the checksheet indicate that the lesson is in progress. 

…After clicking the “Mark Lesson Complete” button on the bottom of each lesson, you will see a solid black circle on the checksheet, which signifies that thchecksheet lesson is complete. 

HOW DO I COMPLETE AN ASSIGNMENT?

Each assignment needs to be completed for you to advance in the checksheetClick the “Mark Lesson Complete” button at the bottom of each lesson so you can advance on the course checksheet. 

WHERE DO I SEE RESPONSES ON MY ASSIGNMENTS?

…You can access essay or assignment remarks in the Gradebook tab on My Dashboard.  

HOW DO I COMPLETE MY COURSE?

…When you’ve finished every step on the checksheet, there will be a button on the top right of the page that says, “Submit Course”. Click this button to complete your course. (If you see an alert on the screen, it means that you have unfinished coursework on your checksheet. Any unfinished checksheet items must be completed before you can submit your course). 

 

SUPPORT

WHO DO I CONTACT FOR HELP WITH MY COURSE?

…For help with your course, contact your course supervisor through the live chat icon in the bottom right corner of the course player screen, through the course message center, by email, or phone call to 800-640-1140. 

WHO DO I CONTACT FOR TECHNICAL SUPPORT?

…For technical support with logging in to the platform or assistance with some other aspect of accessing our online courses, call 800-640-1140 and ask for Client Services.  

 

TROUBLESHOOTING 

I CLICKED AWAY FROM MY SCREEN AND NOW MY ESSAY/ASSIGNMENT CONTENT IS MISSING. WHAT DO I DO?

…Unfortunately, if you click away from an essay that you have drafted in the course player this content is lost. The same is true if you leave a quiz or practical assignment mid-way through. For longer essays, we recommend drafting these in a wordprocessor and when complete copying and pasting these into the course player.

I WOULD LIKE TO USE THE CONTENT OF MY COURSE ESSAYS IN MY OFFICE. HOW CAN I COPY THESE ESSAYS?

…Once an essay has been submitted the text, cannot be copied and pasted. If a student wishes to save the content of their essays for use outside of the course we recommend that you follow one of these options:

  1. Draft the essay in a word processor (like MS Word),
  2. Save it in the wordprocessor, and
  3. Copy and paste it into the platform essay field.
  4. Submit your essay.

or

  1. Draft the essay in the platform,
  2. Copy the text before they submit the essay, and
  3. Paste the essay text in a word processor and save it there.
  4. Submit your essay.

I RECEIVED A NOTIFICATION THAT MY ASSIGNMENT WAS REJECTED, AND I CAN’T ENTER A NEW ANSWER. WHAT DO I DO?

…First, try refreshing your internet browser. If this does not work, next log out and then log back in. If you are still having issues, it may be related to your computer’s firewall settings, or there may be another issue that we will try to help you with. Please contact us for technical support.   

I AM HAVING TROUBLE WITH THE COURSE LOADING. WHAT DO I DO?

…First, check your internet connection. If this is fine, try reloading your internet browser. 

I AM STILL HAVING TECHNICAL ISSUES, WHAT DO I DO?

…If you’ve tried the steps above, and it’s not resolving, please send an email to web.help@mgeonline.com with the following information:

  1. The error are you experiencing. If possible, include a screenshot.
  2. The checksheet step you are having problems with on the platform. 
  3. The web browser you are using.
  4. The type of device are you using (Desktop, Laptop, Smartphone)
  5. Your username & email associated with your username.
  6. Your geographical location.
  7. As best as you can please let us know what operating system you are using, and if possible what version (ieWindows 10, iOS 13, Android, Apple macOS, etc.) 
  8. To the best of your knowledge, are you accessing the site using a VPN or under a company or organization’s network firewall?

I AM HAVING SOME ISSUES VIEWING THE WEBSITE OR MY COURSE, IS THERE SOMETHING I CAN DO?

…This should be rare, but if you encounter an issue with the website, clearing your cache is one of the first things you can do to try and resolve it. The web browser (e.g.: Firefox or Google Chrome) that you are using on your computer stores information in the cache to help websites load faster. Sometimes this data can get corrupted. To solve this one must clear their cache. Instructions to do this on the most common browsers are below:

Clear your cache on Chrome
Clear your cache on Firefox
Clear your Cache on Microsoft Edge
Clear your cache on Internet Explorer

  

COURSE FEATURES

WHERE CAN I FIND A GLOSSARY?

Each course has access to a glossary. Words contained in the glossary are shaded in grey within the course text. You can access this glossary by clicking on “Glossary” in the top right-hand corner of the screen. This will open a new tab in your internet browser. Click back on your original browser to continue with your course. 

WHAT ARE TOOLTIPS?

…You may notice that some words will look slightly different than other words in an article you are reading, as they are shaded in grey. Hovering over these words with your cursor will provide you with the word definitions. These are the same definitions you will find in the glossary (note: this feature is not available on mobile devices). 

HOW DO I DOWNLOAD OR UPLOAD ASSIGNMENTS?

…Some assignments will require you to download a file, print it out and use it to show you can apply what you’ve learned. You will need to either scan or photograph your work, and upload it to the assignment page (a space for you to upload will be made available to you on assignments that require you to upload files). 

HOW DO I UPLOAD MULTIPLE FILES FOR AN ASSIGNMENT?

…You can do this by creating a .zip folder by either using WinZip, or Windows.
How to ZIP a File in Windows