Frequently Asked Questions

Online:

1. Browse or Search for courses using the Symantec Education online Course Catalog. You can browse all offerings by product group from this page or click on the Search tab to find all courses that match your search criteria.
2. Enter a keyword and/or product group in the search box and click Search. If you are looking for instructor-led courses only you can speed up your search by selecting Instructor-Led from the Delivery Type menu.
3. A listing of all offerings that match your search criteria will be presented. Click on the Search button for a course to see dates and locations.
4. Click on the Register link to add a course or product to your cart.
5. Follow on-screen instructions to complete the transaction.

Note: If you have an Education Voucher please click here for instructions.

Phone: Please call Symantec Education at +852 2507 2233 and ask for the Education Sales Team.

On the class schedule page there is a "Request Offering" button you can click to request a different class location or date than what is currently available.

After we receive your payment you will receive an e-mail confirmation. The e-mail will contain information about your purchased course. For Instructor-Led training, the e-mail confirmation will contain the start times, location, and other details to prepare you for your class.

You will also receive an email notification if we cancel your reservation due to lack of payment.

These notifications serve as your receipt, so please print and save them for your records. If you do not receive email confirmation of your order within 24 hours, please call us at 800 327-2232 (option 4).

Within the Course Catalog click the "Sign In" link in the left navigation bar, then click "New User" to fill out and submit the customer information form. You only need to register with us once.

NOTE: The information we gather from you will not be used outside of Symantec Education without your permission. Symantec Software has implemented a revised Privacy Policy. We would encourage you to review this new policy by clicking here.

Each student must have an individual online profile to register for Symantec Education Services training. If you would like to register multiple students for a class, contact Symantec for assistance at education_hongkong@symantec.com or call:

• Americas 800 327-2232 (option 4)
• Europe, Middle East and Africa +44 16 2859 2248
• Asia-Pacific +61 2 8879 1042

Registering with Symantec Education allows you to enroll in our instructor-led, Virtual Academy and web-based courses, purchase On-Demand CDs, and take our On-Demand courses online. As a registered user you can view all your current and past learning items, including upcoming registrations. Upon logging in you are presented with My Home Page. This page provides quick access to all of your Symantec education information that is automatically tracked for you, including your upcoming classes, in-progress certifications, transcripts and order history.

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Sales Tax
Please note that applicable taxes will be charged to your order.

If Symantec Education does not receive your payment within 48 hours after the order was placed the reservation will be canceled and you will need to place your order again.

Symantec Education does not generate invoices until after the course has ended.

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In order to reschedule your course or cancel your course and receive a full refund, changes to your order must be received in writing and sent to education_hongkong@symantec.com at least 10 business days prior to the course start date for Instructor Led and Virtual Academy courses. Any cancellations made after the 10 business day window will be charged at 100% of course price.

Symantec will not honor refund requests after 12 months from date of order.

Symantec reserves the right to reschedule or cancel a course due to low enrollment or if necessitated by other circumstances. Symantec will notify you via email at least 10 business days prior to the course start date. Once notified you may reschedule or receive a full credit. Symantec shall not be liable for non refundable travel arrangements if a course is rescheduled/cancelled.

Symantec will not honor refund request for education voucher.

Online courses must be cancelled prior to activation.

Symantec will not honor refund requests after 12 months from date of purchase.

Exchange of any Symantec online on-demand license for the same material on CD-ROM is prohibited.

To register for courses with an Education Pack please follow these steps:

• Search for Instructor-Led courses using the Symantec Education online Course Catalog.
• Enter a keyword and/or product group. You can also select the date and location to further refine your search.
• A listing of all offerings that match your search criteria will be presented
• Click on the shopping cart icon to add a course to your cart.
• Follow the on-screen instructions to login/register.
• When you are presented with the Payment page, please simply enter in your Education voucher and click the Submit button.

If you purchase a Symantec Ed Pack or Corporate Pass, an electronic voucher will be sent to the email address specified during the purchase process. This document contains the voucher number, expiration date, and instructions on how to redeem the voucher.

No. Candidates must have taken or completed the class prior to the expiration date specified on the voucher.

We do not issue replacement vouchers. Symantec Education is not responsible for lost or stolen vouchers.

We do not issue replacement vouchers. Symantec Education is not responsible for lost or stolen vouchers.

The Symantec Education Pack vouchers can be used by multiple persons in the purchasing organization. They are not transferable to organizations other than the purchasing organization.

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1. Click on the Sign In link in the Course Catalog and log in
2. Click View My Profile in the left navigation bar
Note: The private contact information you enter and update here will help us maintain your account and contact you with any relevant news and information. The information we gather from you will not be used outside of Symantec Education without your permission.

1. Click on the Sign In link in the Course Catalog and log in
2. Click View My Profile in the left navigation bar
3. Click Change Password 4. Enter old password and new password (twice) 5. Click Save

1. Click on the Sign In link in the Course Catalog and log in
2. Click on the Forgot My Password? link
3. Enter user name and click Go.
4. Your password is sent to you via email.

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All required learning materials are provided in the classroom.

Preparation for training events is always helpful, but it is not required. If there are pre-requisite course requirements indicated in the course description, then those do apply and should be completed in advance of the class. Students are responsible for ensuring they have the proper prerequisite knowledge and skills before attending a course. All prerequisites are listed in the individual course descriptions.

Casual attire is recommended

You may bring your laptop and use phone lines provided for accessing the internet via your local ISPS.

No. Symantec Education course materials are not for sale outside of classroom training. You must attend the class to receive the manuals.

Check our Classroom Locations.

The class start time is indicated in your Order Confirmation e-mail letter.

Most Symantec Education centers open at 8:30 am daily with classes starting at 9 am. Classes end at approximately 5:00 pm daily. Typically, there is a lunch break, as well as a 15-minute break mid-morning and mid afternoon. Class registration confirmation notices and email reminders provide students with more specific information about each class.

For additional information, call +852 2507 2233 and ask for the Education Sales Team, or email us at education_hongkong@symantec.com

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In addition to our publicly-scheduled classes, most of our instructor-led courses can be delivered on site at your location. Onsite training events are designed to meet your needs, while reducing the impact on your business. The course content, agenda and timing can be tailored to your specific needs, or you may choose the standard content for any course. Symantec Education uses a complimentary web-based skills assessment to help determine what topics should be minimized and what should be emphasized.

The minimum course delivery duration for onsite training is two days.

To register for any onsite training, please plan four to six weeks in advance. We require confirmation of the required equipment checklist and payment prior to scheduling and confirming a date for the onsite course. Once the date is firmly scheduled, our cancellation policy becomes effective.

In addition to our publicly-scheduled classes, most of our instructor-led courses can be delivered on site at your location. Onsite training events are designed to meet your needs, while reducing the impact on your business. The course content, agenda and timing can be tailored to your specific needs, or you may choose the standard content for any course. Symantec Education uses a complimentary web-based skills assessment to help determine what topics should be minimized and what should be emphasized.

The minimum course delivery duration for onsite training is two days.

To register for any onsite training, please plan four to six weeks in advance. We require confirmation of the required equipment checklist and payment prior to scheduling and confirming a date for the onsite course. Once the date is firmly scheduled, our cancellation policy becomes effective.

The exact details of your onsite training will vary depending on your requirements. However, the following principles apply to all courses:

-A focus on your business needs and learning objectives
-Flexible content, agenda and delivery options
-Training materials provided
-Privacy and confidentiality: the opportunity to explore issues specific to your organization without members of other companies being present -Symantec traveling equipment (if applicable): Leave the technical setup to us; we bring it, set it up and tear it down

You will receive the number of kits that matches the number of anticipated students listed on the order.

Onsite training can be held at your training location, or at an authorized Symantec Education facility. In some cases, we can also hold your training online through our Virtual Academy. This is a good option for those who would like their remote teams being trained at the same time.

You should notify Symantec Education of any specific security requirements at your location prior to the event. If special security passes or access is required, it should be fully arranged and authorized prior to the instructor's arrival.

If the event is to be delivered at a Symantec Authorized Training Center, we will provide the full training environment, including all necessary software and hardware required for the course.

If the event is to be delivered onsite at your location with our traveling equipment, then we will also provide the software and hardware required for the course.

If the event is to be delivered on-site using your equipment, we will help you identify the technical environment requirements to ensure a successful training engagement.

The number of attendees cannot be reduced within 10 business days of the start of the event.

If you cancel your registration 10 or more business days before the scheduled event start date, or if you reschedule the same private/onsite training course on a different date, you will not be charged.

If you do not show up for the event, or if you cancel on the day of the event, you will be charged one hundred (100) percent of the event fee. This charge covers everything, including related fees.

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If you have technical problems while using any on-demand course (eLearning/Web-Based, CD-ROM, Instructor-Led) send an email to techcenter@symantec.com.

Please include the specific details of the issue you are encountering including your browser type and settings, the error you are experiencing, and the clicks/steps you took that led up to the error. This will help us more quickly troubleshoot your issue.

• Windows (98se, 2000, XP)
  Internet Explorer 5.0+
  Netscape Navigator 7.1
  AOL 9
  Mozilla Firefox 1.0.3
  Macintosh (OS X 10.2, 10.3)
• Linux
  Safari 1.1, 1.2
  Mozilla Firefox 1.0.3
• Solaris
  Mozilla 1.2, 1.4
• Additional Requirements
  Macromedia Flash Player 6.0.79 or higher
  Macromedia Flash Player 7 or higher for Linux and Solaris
  Minimum bandwidth requirement is 56 kb/sec

View all system requirements and the features you'll be able to access based on your system configuration.

On-Demand Insructor-Led courses are best viewed with:
Windows 2000+, Macintosh OS X 10.3.9+, Linux
Internet Explorer 6+, Firefox 1.5.x+
RealPlayer 10.x
VPN: If using Cisco VPN use Cisco 5.0+ OR disable VPN

Enrolling in any Symantec On-Demand Web-based training course entitles the owner to a single-user, nontransferable license to use the course. Exchange of any Symantec online On-Demand license for the same materials on CD-ROM is prohibited. Exchange of any Symantec CD-ROM On-Demand license for the same materials online is prohibited as well.

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Your subscription to any Tech Center Training expires after one year from date of purchase. During that year, you have unrestricted access to all on-demand modules in the Tech Center site. View each module as many times as you'd like.

Yes. On-demand modules are frequently added, keeping the content relevant and timely. New modules are featured in the "Recent Updates" section of the Tech Center site.

• Windows (2000, XP)
  Internet Explorer 6.0+
  Mozilla Firefox 1.7.5+
  Windows Media Player 9, 10
  Macromedia Flash Player 6.0.79 or higher
• Macintosh (OS X 10.2, 10.3)
  Safari 1.x+
  Mozilla Firefox 1.7.5+
  Windows Media Player 9
  Macromedia Flash Player 6.0.79 or higher
  
• Linux
  Mozilla Firefox 1.7.5+
  Konqueror 3.2+
  Windows Media Player 6.4
  Macromedia Flash Player 7 or higher

  You also need to complete ALL browser settings indicated below.

You likely have a pop-up blocker enabled on your browser that is preventing the module from opening in a new window. To temporarily disable most blockers hold the Ctrl key while clicking the launch link. Otherwise, complete ALL steps below to access Tech Center modules:

• Use IE 5.5 or higher to view Tech Center modules
• Ensure pop-up blockers are turned off on IE: On your IE browser menu select Tools > Popup Blocker > Turn off pop-up blocker
• Ensure that pop-up blockers are also turned off on any integrated toolbars, such as the Yahoo! or Google toolbars
• Ensure that IE allows pop-ups from the Symantec sites: On your IE browser menu select Tools > Internet Options > Privacy tab > Pop-up Blocker Settings > check that the "Allowed sites" list includes these sites:
  *.symantec.com
  *.veritas.com
  If these are not listed type them in one at a time into the "Address of Web site to allow" field and hit the "Apply" button.
• Ensure these websites are allowed to use cookies: On your IE browser menu select Tools > Internet Options > Privacy tab > Sites > check that the "Managed Web sites" list includes all sites:
  *.symantec.com
  *.veritas.com
  If these are not listed type them in one at a time into the "Address of Web site" field and hit the "Allow" button.
• Save your settings, close then reopen IE. to test your access to the Tech Center modules.

  If you are still unable to view the Tech Center modules after completing ALL steps above:
  a. If you are using a company computer/laptop contact your IT department, as there may be additional corporate firewall restrictions or filters which can't be altered by employees. Otherwise, contact us.
  b. If you are using a personal computer please contact us.

a. If you have received your Tech Center subscription confirmation email (see sample email) and followed the access instructions provided, then received a "The user name or password entered is incorrect." message, click on the "Forgot your password?" link on the login page to request your password or email techcenter@symantec.com.

b. If you received your Tech Center purchase order certificate (see sample 1 or sample 2) and tried to access your Tech Center but received an error message, you first need to redeem the subscription using your voucher/serial number posted in your certificate in order to complete the registration process. Follow the steps below:

• Go to the Symantec Education site home page at http://www.symantec.com/en/hk/business/training/, click on your Tech Center, then on the Tech Center page click on the “Register Now” link
• Click the “Schedule” button on the course description page, then click the “SCHEDULE” link on the offerings page
• Login using your Symantec Education username and password. If you do not have a Symantec Education account, please create a new account.
  Note: The Symantec Education account is different from the Symantec.com or Symantec License Portal accounts
• After the Terms & Conditions page review your Tech Center order on the following page, then click the Confirm button at the bottom right of the page
• On the Billing Information page check the “Use Voucher” box to select this method to redeem your voucher (you are not paying again, you are using your voucher of payment to redeem the order). A "Voucher/Certificate Number" field will then appear on the page
• Enter your voucher/serial number, which is located in the middle of the certificate you received (see certificate sample 1 or sample 2) , in the Voucher/Certificate Number field and hit the “Place Order” button
• You will see the Order Confirmation page from which you can access your Tech Center immediately.
  You will also receive a Tech Center subscription confirmation email (see sample email)
• To access your Tech Center again at a later time go to Symantec Training at http://www.symantec.com/en/hk/business/training/ and either click on the “Login To My Education” link in the right column or click on your Tech Center link, then the "Login" link

Send an email to techcenter@symantec.com with the following information:

• Your Tech Center
• Your Tech Center username
• Clickpath you took from login to issue
• Did you receive a confirmation email for your Tech Center? If so, please include it with email as an attachment
• Have you completed ALL steps to allow access to modules outlined above?

Your subscription fee entitles you to a one (1) year access privilege to the Tech Center Subscription web site for the product you selected, after which your subscription expires. Each year, thirty (30) days prior to expiration of your Tech Center Subscription, a renewal notification will be sent to your registered email address. Symantec makes commercially reasonable efforts to provide current and accurate information but hereby expressly disclaims all warranties, including but not limited to warranties of merchantability and fitness for purpose, with respect to any technical support information provided on this web site.

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• Windows (95+)
  Internet Explorer 5.5+
  Netscape Navigator 4.76+
  Browser Font Setting of Medium (default)
• Macromedia Flash Player 5.0+
• At least a 486DX 33Mhz CPU
  At least 16MB of RAM
  At least VGA Graphics capability with a minimum 512k video RAM
• A 28.8Kbps or higher Internet connection
• Microsoft-compatible mouse
• An MPC-compliant sound card with attached speakers or headphones is recommended

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Interwise:
To setup the AT&T Connect Participant application, a user's PC must run:

• Microsoft Windows (2000, XP SP1/SP2)
  Windows Vista is also supported by Interwise v8.2
  Internet Explorer 6.0+ (recommended), most forms of Netscape 4.7+
  AT&T Connect also supports Mozilla or Firefox
  If connected to the internet via AOL, minimize your AOL browser and use Internet Explorer to attend the class
• At least 64 MB of RAM in PC and a monitor resolution of at least High Color (16 bit) at 800 by 600
• Internet connection, preferably high speed
• The audio may be run over the PC or the telephone. Headsets to allow students to speak using the internal mic/speakers of the PC will be shipped to students once registered for a class
• Test if your system is prepared ahead of class time by going to http://www.interwise.com/live/ECPConnect.asp

TrueLab:
The following web browsers are supported for use with TrueLab:

• Microsoft Windows (2000, XP, and 2003)
  Internet Explorer 6, Internet Explorer 7, Mozilla Firefox 1.5, Mozilla Firefox 2
• Sun Solaris (10)
  Mozilla 1.7, Mozilla Firefox 1.5, Mozilla Firefox 2
• Apple Mac OS X 10.4 (Tiger)
  Safari 2
• The TrueLab Client Applet supports the following Java Virtual Machines (JVM)
  Sun JVM 1.4.2+ minimum requirement
  Sun Java 5 aka JVM 1.5.x recommended for optimal performance and to take advantage of some of the advanced features of the TrueLab Client Applet. Download it from http://www.java.com
• Internet connection must be at least a dedicated 56Kbps connection.
• Broadband or leased line connection for optimal results
• Test your system with the TrueLab system checker at http://truelab.hatsize.com/syscheck

1. Click on the "Sign In" link in the left navigation bar of the Course Catalog and log in
2. Click View My Transcript in the left navigation bar
3. Click Print Certificate of Completion for your completed class

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1. Click on the "Sign In" link in the left navigation bar of the Course Catalog and log in
2. Click View My Transcript in the left navigation bar
3. Click Print Certificate of Completion for your completed class

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See the Symantec Certification Program Policies and Frequently Asked Questions page where you will find a comprehensive Certification FAQ.

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Because of the framework of the Symantec Education online course catalog it is not possible to copy the url of a course description page to send to someone else to view it. However, you can create a direct link to a course description to bookmark or to send to someone else by following these steps:

• From the Symantec Training home page click on View Course Catalog.
• On the Course Catalog's main page, click on a product name to view the product's course list, such as "Backup Exec"
• You will see a list of available course titles for the selected product. Beside each title is a course ID (what's this?). Copy the course ID of the course title you would like to send to someone.
• Paste the course ID into the area indicated by "XXXXXX" within this url:
  https://education.symantec.com/Saba/Web/seau/goto/SYMCourseDetail?courseNo=XXXXXX&currency=USD&locale=en_US

  For example:
  https://education.symantec.com/Saba/Web/seau/goto/SYMCourseDetail?courseNo=DP1382&currency=USD&locale=en_US would link to the course description for Upgrading Symantec Backup Exec 11d to 12.

• From this course description page you or your manager/colleague can click on the "Schedule" button at the bottom right of the page to view course availability, price, and other details; and to register online for the course.