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Frequently Asked Questions

Frequently Asked Questions
Click on a category below to see answers for related topics.
  • Training Enrollment
  • Rescheduling or Canceling a Registration
    • How can I cancel or reschedule a course?
      1. For courses delivered by Symantec, please contact your Symantec Education Representative.
        a. In order to reschedule your course, or cancel your course and received a full refund, changes to your order must be received in writing and sent to Symantec Education at least 10 business days prior to the course start date. Any cancellations made after the 10 business day window may have charges applied.
        b. Symantec will not honor refund requests after 12 months from date of order.
        c. 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 received a full credit. Symantec shall not be liable for non-refundable travel arrangements if a course is rescheduled/ cancelled.
      2. For confirmed courses to be delivered by an Authorized Training Partner, please contact the partner directly to make any changes. The Authorized Training Partners terms and conditions would apply.
  • Getting Ready for Instructor-Led Training
    • What do I need to bring with me to the class?
      Typically, all required learning materials are provided in the classroom unless you have specific instructions otherwise. For classes delivered by an Authorized Training Partner please refer to their joining instructions for details.
  • Customer Onsite Training
    • What is Onsite training?
      In addition to publicly-scheduled classes, most 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.
    • How do I arrange an Onsite Training Event?
      Contact your Symantec Education representative or Symantec Authorized Training Partner.
  • Symantec eLibrary and Tech Center Training (Free eLearning)
    • How long is my eLibrary or Tech Center Subscription?
      Your free subscription to any eLibrary or Tech Center training does not expire and you have unrestricted access to all on-demand modules. View each module as many times as you'd like.

      The Symantec Tech Centers will be decommissioned on September 30, 2015.  All content for supported products from the Tech Center will be available in the eLibrary.  All new content from June 1, 2015 will be available only in the eLibrary.

      The eLibrary offers a wealth of training, including videos, demo’s and blueprints. It provides enhanced features and improved ease of use, including:
      • Single portal for all eLearning content
      • More precise keyword search functionality
      • Ease of finding content in the new folder hierarchy
      • Support for additional browsers
    • Is the content updated?
      Yes. On-demand modules are frequently added, keeping the content relevant and timely. New modules are featured in the "New Content Added" section at the top of the eLibrary page.
    • What are the technical requirements for viewing eLibrary or Tech Center modules?

      System Requirements:

      Desktop devices – Browsers:
      • Windows (Windows Vista or later Windows version with Google Chrome 39+, Internet Explorer 8.0+, Mozilla Firefox 33+, or newer)
        Internet Explorer 10 & 11 users: ensure all "Compatibility View" settings are turned off.
      • Macintosh (OS X 10.7+, with Google Chrome 39+, Mozilla Firefox 33+, Safari 7.1+, or newer)
      • Linux (current versions of Linux with Chromium 39+, Google Chrome 39+, Mozilla Firefox 33+, or newer)

      Desktop devices – Browser Plugins:

      • Macromedia Flash Player (current version; Linux with Mozilla Firefox or other NPAPI supported browser; Chrome – embedded version)
      Tablet devices:
      • Android (Android 4.0+ with Android Browser or Google Chrome)
      • Apple iOS (Safari 7.0+)
      Tablet devices – Browser Plugins/Mobile Apps:

      Browser Requirements:
      JavaScript must be enabled and pop-up blockers must be disabled in your browser and any integrated toolbars, such as the Yahoo! or Google toolbars. To temporarily disable most blockers hold the Ctrl key while clicking the launch link. See browser settings instructions below.

      Internet Explorer
      1. Disable pop-up blockers:

      • On your browser menu select Tools > Popup Blocker > Turn Off Pop-Up Blocker
      • Ensure these websites are allowed to use cookies: On your browser menu select Tools > Internet Options > Privacy tab > Sites > check that the Managed sites list includes *.symantec.com. If this is not listed type *.symantec.com into the Address of website field and hit Allow.
      2. Enable JavaScript:
      • On your browser menu select Tools > Internet Options > Security tab > Custom level
      • When the Security Settings - Internet Zone dialog window opens, look for the Scripting section. Within the Active Scripting item select Enable. When the Warning! window pops out asking "Are you sure you want to change the settings for this zone?" select Yes then click OK
      • Click on the Refresh button of the web browser to refresh the page.
      1. Disable pop-up blockers:
      • On your browser menu select Tools > Options > Content > uncheck the box for Block Pop-Up windows.
      • Within the Content window, click the Exceptions button and check that the "Sites" list includes *.symantec.com. If this is not listed type *.symantec.com into the Address of website field and hit the Allow button.
      2. Enable JavaScript:
      • Install the IE Tab V2 (Enhanced IE Tab) Add-on in Firefox. This allows you to emulate IE to display web pages in a tab within Firefox.
      • After installing the IE Tab V2 Add-on a rendering engine icon will be displayed within your browser’s address bar. Left-click on the icon to change the rendering engine of the page to IE. Note: This works on Windows but not Macs.
      • Click on the "Refresh" button of the web browser to refresh the page.
      1. Disable pop-up blockers:
      • On your browser menu click the Customize and control Google Chrome icon > Settings > Under the Privacy section click on Content Settings
      • Scroll down to Pop-Ups and select Allow all sites to show pop-ups
      • Then click on Manage Exceptions and check that the Hostname Pattern list includes *.symantec.com. If this is not listed type *.symantec.com into the field > select Allow > hit Done.
      2. Enable JavaScript:
      • On your browser menu click the Customize and control Google Chrome icon > Settings > Show advanced settings
      • Under the Privacy section click on Content settings
      • When the dialog window opens, look for the JavaScript section and select Allow all sites to run JavaScript (recommended) > click Done > close the Settings tab.
      • Click on the "Reload this page" button of the web browser to refresh the page.
      1. Disable pop-up blockers:
      • On your browser menu click Safari > Preferences > Security
      • Uncheck the Block pop-up windows option > close the Preferences window.
      2. Enable JavaScript:
      • On your browser menu click Safari > Preferences > Security
      • Check the Enable JavaScript option & close the Preferences window
      • Click on the "Reload this page" button of the web browser to refresh the page.

      Test your access to the eLibrary/Tech Center modules. If you are still unable to view the eLibrary or Tech Center modules after completing the 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.

      eLearning content accessed through the Symantec Education portal is delivered securely. If you receive a window or warning about viewing the content, click the appropriate button to view all of the content.

    • I subscribed to an eLibrary or Tech Center but can't access it

      Forgot Password
      If you have received your eLibrary or 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 sesystems@symantec.com.

      Blank page appears after clicking a Launch link
      Check your browser settings to ensure pop-up blockers are disabled and JavaScript is enabled.
    • Who should I contact if I have a question about my eLibrary or Tech Center site?
      Send an email to sesystems@symantec.com with the following information:

      • Your eLibrary and Tech Center
      • Your eLibrary or Tech Center username
      • Clickpath you took from login to issue
      • Did you receive a confirmation email for your eLibrary or Tech Center? If so, please include it with email as an attachment
      • Have you completed ALL steps to allow access to modules outlined above?
    • What are the Symantec eLibrary/Tech Center terms and conditions?
      eLibrary/Tech Center Terms & Conditions are available during the registration process of these free training.
    • How do I install and enable Adobe Flash Player in Mozilla Firefox?
      The following instructions will take you through the process of installing and enabling Adobe Flash Player in Mozilla Firefox.

      Note: Steps may need to be repeated after installing an upgrade.
      • Open Mozilla Firefox and go to http://get.adobe.com/flashplayer.
      • Uncheck any boxes to not install other products or toolbars you may not want.
      • A yellow bar will appear near the top of the browser page with an 'Allow' button all the way on the right. Screenshot 1. (The 'Allow' button will not appear for future Flash Player downloads.)
      • On the next page, a Software Installation window appears. Click on the 'Install Now' button. Screenshot 2.
      • An Add-ons window is displayed. Click on the 'Restart Firefox' button to complete the update. Screenshot 3.
      • Firefox will restart and install the Flash Player. In the 'Install Adobe Flash Player' window, check the box to agree to the terms of the license agreement, then click the 'Install' button. Screenshot 4.
      • When the installation is complete, click the 'Close Download Manager' button and restart Firefox.
      • After restarting Firefox, go to the Tools menu then choose Options. Screenshot 5.
      • Click the Security tab, then click on the 'Exceptions' button. Screenshot 6.
      • Type get.adobe.com in the Address of web site: field then click the 'Allow' button. Screenshot 7.
      • Click the 'Close' button and then OK.
      • Adobe Flash Player is now enabled in your Mozilla Firefox browser.
    • I'm using Mozilla Firefox and having trouble viewing the eLearning demos.
      If you're not able to open the eLearning demo windows, or receiving an error message, add "http://education.symantec.com/Saba/Web/seau" to the Sites Filter in the IE Tab 2 Options.
      • In recent versions of Firefox, the IE Tab 2 Options appears in the Tools menu. Open Tools > IE Tab 2 Options.
      • Click on the Sites Filter tab.
      • Enter "http://education.symantec.com/Saba/Web/seau" in the URL field at the bottom of the tab.
      • Click the Add button and then the OK button.
      • IE Tab 2 Options may not appear in the Tools menu in older versions of Mozilla Firefox. If it is not in the Tools menu, it will need to be installed from the Mozilla Add-On website.
    • Steps to register for Symantec eLibrary or Tech Center
      • Click on the Register button
      • If you have a Symantec Education account, enter your username and password. If not, click on the "New User?" link and create a new account
      • You will then see the eLibrary/Tech Center Terms & Conditions page.
      • If you accept the Terms & Conditions, you will then see the shopping cart page with the selected eLibrary or Tech Center in your cart. Click on the Place Order button to continue
      • On the Order Confirmation page, you can access the eLibrary or Tech Center Member page by clicking on either “click here” or on the “Go to my Enrollments” button.
      • View the video demonstration on how to register
  • Symantec Virtual Academy Training
    • What are the technical requirements for Virtual Academy courses?

      Operating Systems:
      • Windows® 7 and above — English only
      • Apple Mac® OS X 10.8 and above — English only
      • Linux (limited support) — English only

      • Microsoft® Internet Explorer v8 and above
      • Mozilla Firefox® v19 and above
      • Google Chrome™ latest version
      • Safari v6.0.5 and above

      Browser Add-ons:
      • Adobe Flash Player 11.2 and above
      • Java (JRE) latest version - Download from http://www.java.com

      Additional recommendations:
      • For best results ensure that your computer is using a hard-wired network connection (no WiFi) with no VPN.
      • High speed Internet access is required, with bandwidth to support video and voice over IP (VoIP).
      • Access to a telephone (recommended) *or* headset with microphone or microphone and speakers for VoIP.

      Test your lecture/lab access from the location and computer you will be using for the upcoming training.
      1) Webcast Lecture diagnostic test
      Note: Test #4 "Adobe Connect Add-in Test" is only applicable for presenting Instructors - and does not apply to student participants.
      See Adobe Connect Technical Specs for Webcast Lecture requirements details.

      2) Virtual Lab system checker
      • Select North America-West for the Americas (North, Central, Caribbean, South).
      (The Heathrow, Florida selection can be additionally used to test against our alternate Americas hosting site)
      • Select Europe for Europe, Middle East and Africa regions.
      • Select Asia-Pacific for India, China, Japan and Pacific regions.
      See Minimum Requirements for Access for Virtual Lab details.
      See Web Browsers - Java - Proxies Supported for Virtual Lab (Hatsize Lab View using Java or HTML5) requirements details.

    • How do I print out my certificate of Virtual Academy course completion?
      1. Click on the "Sign In" link in the left navigation bar of this site and log in
      2. Click View My Transcript in the left navigation bar
      3. Click Print Certificate of Completion for your completed class
  • Certification

Contact Symantec Education

Can't find what you're looking for?

For questions or further assistance, contact us at apj_education@symantec.com

Symantec eLibrary
Symantec Certification Program
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