Innovative Solutions. Superior Training. Accelerated Performance.

Frequently Asked Questions (FAQs)

This page lists our Frequently Asked Questions (FAQs) for technical support.  You may find this page helpful if you have questions about using our products.

  • How do I activate my Safe Passage license?
  • The first time you start the Safe Passage software, a product registration dialog will appear asking for an Activation Key or License Key.

    If the computer your have installed the software on is connected to the internet:
    1. Input the Activation Key provided to you by Safe Passage
    2. Click OK
    3. Your License Key will automatically be generated and downloaded onto your system
    4. The software will start operating as normal

    If the computer you have installed the software on is NOT connected to the internet:
    1. Go to http://www.keygen.safe-passage.com/MyAccount_Activation.aspx on a computer with internet
    2. Under the Activation tab, provide the Activation Key (provided to you by Safe Passage) and Registration ID (generated when you first started the Safe Passage software)
    3. Click Activate
    4. A License Key will be generated
    5. On the computer with the software installed, input the License Key
    6. Click OK
    7. The software will start operating as normal
  • How do I register my Safe Passage software?
    1. Go to http://info.safe-passage.com/registration
    2. Complete the on-page form
    3. Click Send Registration
  • Class List Basics and How to Complete a Class (video)
  • Flash Error

    1. Log into the system
    2. You will see the CLASS LIST which lists all of the classes assigned to you. If no classes have been assigned, please contact an instructor or administrator
    3. Select a class from the CLASS LIST and the CLASS MENU will appear
    4. Select a course from the CLASS MENU and the UNIT MENU will appear
    5. Select a unit from the UNIT MENU and the SECTION MENU will appear
    6. Click on a section and read through all pages and complete any lab exercises (if applicable)
    7. Once you have viewed each page within a section, click EXIT. A check mark will display next to the section name on the SECTION MENU
    8. If there is a unit exam at the SECTION MENU, you must complete all sections to unlock it
    9. When all sections and the unit exam are complete, a check mark will display next to the unit name on the UNIT MENU
    10. Once all units are complete, the final exam will be unlocked
    11. When all units and the final exam are complete, a check mark will appear next to the course name on the CLASS MENU
    12. When all courses are complete, a check mark will appear next to the class name on the CLASS LIST
    13. Receive check marks next to all class names on the CLASS LIST to complete your training

    To complete the training, you must complete all sections within a unit, all units with a course, all unit exams (if applicable) and the final exam (if applicable).

    To complete a section: Complete all pages within the section. Some pages have labs which must be complete before you are able to move onto the next page. Once you have finished a section a green check mark will display next to the section name.

    To complete a lab: Complete all interactive tasks within the lab

    To complete a unit: Complete all sections within the unit to enable the unit exam (if applicable). If unit contains a unit exam, you must pass the exam before you are able to complete the unit. Once you have finished a unit a green check mark will display next to the unit name.

    To complete a course: Complete all units within the course to enable the final exam (if applicable). If course contains a final exam, you must pass the exam before you are able to complete the course. For simulator courses, the final exam will be disabled until a set of predefined requirements are met. Please contact your Supervisor if you are unable to activate the simulator course final exam. Once you have finished a course a green check mark will display next to the course name.

    To complete a class: Complete all courses within the class. Once you have finished a class a green check mark will display next to the class name.
  • How to Add a New User to the System (video)
  • Flash Error

    1. Log into the system using the default User ID and Password provided by Safe Passage or your training administrator
    2. Go to Administrator Tools and then to User Manager
    3. Click on the Add New User icon
    4. Type in the first and last name of the user
    5. Assign the user a numeric ID and Password
    6. Check "Reset on Next Login" to require the user to change their password when they log into the system
    7. Next select the appropriate access level for the user
    8. Add any optional information such as a user’s phone number, address, or group assignment
    9. Click Save to add the user to the system.
    10. Click Yes to assign a class now or click No to assign a class at a later time
    11. Repeat the process to add other users to the system
  • How do users define a Security Question? (video)
  • Flash Error

    How Existing Users Define a Security Question:
    1. Have existing users log into the system using their own numeric ID and Password
    2. Once logged in, click on User Configuration
    3. From the drop down menu, select a Security Question
    4. Type in the answer to the Security Question
    5. Click Save

    How Instructors/Administrators Can Require New Users to Define a Security Question:
    1. Log into the system using your Number ID and Password (must have Instructor or Administrator Access Level)
    2. Once logged in, click on Administrator Tools
    3. Select User Manager
    4. Click the Add New User icon
    5. Start entering the required information
    6. Check the box labeled "Reset in Next Login" located directly under the Password input box
    7. Click Save
    8. When the new user logs into the system for the first time, they will immediately be taken to User Configuration where they will be required to change their password and define a Security Question

    Now that users have a Security Question defined, how does the password reset feature work?
    1. At the login screen, click "Having a problem with your password? Click here."
    2. Enter your numeric User ID
    3. A prompt will ask your Security Question. Provide the correct answer and the system will take you to User Configuration
    4. The user will have to reset their password and click Save in order to continue
  • Will the system allow me to create two new users with the same User ID?
  • No. The system will not allow identical User IDs to be inputted. If you try to do so, an error message appears stating that the ID has already been used.

    Generally, clients like to use an employee's company ID number as their Safe Passage User ID so there's no overlap between User IDs.
  • How do Instructors/Administrators reset a user's password?
  • As an Instructor or Administrator, you have the ability to change a user's password if they have forgotten their current password.

    To reset a user’s password:
    1. Log into the training with an Administrator or Instructor user account
    2. Click ADMINISTRATOR TOOLS
    3. Click USER MANAGER
    4. Select the user who needs their password reset
    5. Click the EDIT USER button
    6. Check the "Change Password" box
    7. Enter a temporary password into the appropriate fields
    8. Check the "Reset on Next Login" box. This allows the user to choose their own password once they log in using the temporary password just created.
    9. Click SAVE
  • How to Deactivate and Reactivate a User (video)
  • Flash Error

    Deactivating a user turns off the account and prevents the user from logging in.

    Deactivate a User:
    1. Log into the system
    2. Go to Administrator Tools and then to User Manager
    3. Select a user’s name and then click on the Delete User icon
    4. Click yes to confirm that you would like to deactivate the user

    Reactivating a user turns on the account and allows the user to log in again.

    Reactivate a User:
    1. Log into the system
    2. Go to Administrator Tools and then to User Manager
    3. Uncheck the box that says “Hide Inactive Users”
    4. Select a name and click “restore user”
  • Is there a way to permanently remove users from the system?
  • No. Using the Delete User icon in User Manager will hide a user from the list. A hidden/disabled user can be restored. There is no way to permanently delete a user from the system.
  • How to Manage Class Access (video)
  • Flash Error

    Assign/Unassign students to a class using Course Manager:
    1. Log into the system
    2. Select Administrator Tools and click on Course Manager
    3. Click on the class you want to assign
    4. Click on the Modify Access icon
    5. To assign a specific student to the class, click on a user from the left side and then click Add User To Class. To assign a class to everyone, click Add All Users To Class. Click Yes to confirm
    6. To unassign a specific student from a class, click on a user from the right side and then click Remove User From Class. To unassign everyone from the class, click Clear User List
    7. Click Save

    Assign/Unassign classes to a student using User Manager:
    1. Log into the system
    2. Select Administrator Tools and click on User Manager
    3. Select a user
    4. Then select Modify Access
    5. To assign a specific class to a student, click on a class from the left side and then select Add Class To User. To assign all classes to a user, click Add All Classes To User
    6. To unassign a class, click on a class from the right side and click Remove Class From User. To unassign all classes from the user, click Clear Class List
    7. Click Save
  • Why does it say “No classes have been assigned to you. Please contact your Supervisor to provide you access to the training” when I log into my training?
  • You are seeing this message because your Supervisor has not added any classes to your account. There are two ways a Supervisor can provide you with access to training:

    To Manage Class Access for an individual Student:
    1. Log into the training with an Administrator or Instructor user account
    2. Click ADMINISTRATOR TOOLS
    3. Next, click USER MANAGER
    4. Select the Student you want to manage class access for
    5. Click the MODIFY ACCESS button
    6. Add Classes to the Student using the ADD arrow
    7. Remove Classes from the Student using the REMOVE arrow
    8. Click SAVE when you are done modifying the Student’s class access

    To Manage Student Access to an individual Class:
    1. Log into the training with an Administrator or Instructor user account
    2. Click ADMINISTRATOR TOOLS
    3. Next, click COURSE MANAGER
    4. Select the Class you want to manage student access for
    5. Click the MODIFY ACCESS button
    6. Add Students to the Class using the ADD arrow
    7. Remove Students from the Class using the REMOVE arrow
    8. Click SAVE when you are done modifying the Class’s student access

    Note: Students should only have access to classes they are required to take. Any class assigned to the student will be visible in their Class List when they log in.
  • I am not receiving a green checkmark for a unit I have finished
  • First, make sure you are exiting training using the system's built-in controls. Always use the Exit button (door icon) so your training data, exam scores, and progress are saved properly.

    If the unit you are trying to complete has a Lab Exercise, try the following steps:
    1. Click Start the Lab
    2. Proceed through the lab normally until you reach the Congratulations Page
    3. From here, click the Exit button once
    4. The training returns you to the page where you first clicked Start the Lab. DO NOT start the lab again. Instead, click the green arrow to move onto the next page.
    5. Read through the rest of the pages until the green arrow is inactive
    6. Click the Exit button
    7. You should now have a green checkmark next to the unit name
  • I am not receiving a green checkmark next to X-ray Interpretation Practice in my simulator course
  • A checkmark will never display next to X-ray Interpretation Practice. This is because you can practice and review as much as you'd like.
  • I am unable to access the X-ray Interpretation Final Exam in my simulator course
  • There can be a few different reasons for this:
    1. You have not completed the Introduction unit. Once you do, you will receive a green checkmark.
    2. You are not passing the X-ray Interpretation Practice session with the required minimum score and/or you have made a critical error.
    3. Your Instructor or Administrator has set specific parameters for X-ray Interpretation Practice. Therefore, the X-ray Interpretation Final Exam will remain inactive until you have reached the minimum number of practice sessions, minimum time duration spent practicing, and/or have reached a certain certification level.

    You will know when the Final Exam has been activated because it will change from gray to green.

    Note: Green checkmarks are not given for X-ray Interpretation Practice and Review Sessions
  • How to Reset a Class (video)
  • Flash Error

    1. Log into the system
    2. Next, select Administrator Tools and click on User Manager
    3. Select a user whose class you would like to reset
    4. Click Reset Class
    5. Select the class you would like to reset
    6. Click Save
    7. Click OK to confirm
    8. If the class contains a simulator course, click Yes again to verify the reset
    9. If the class contains courses that are shared across other classes, an option will be provided to reset these classes as well. Click Yes to reset other classes as well or click No to reset only the class you initially selected
    10. Click OK
    11. Repeat the process for any additional students that require resetting of their classes
  • How do I generate completion certificates?
  • Once you have successfully completed a course or class, you will have access to a completion certificate.

    To print your own certificates:
    1. Log into the training using your personal user account.
    2. Click REPORTS
    3. Select the COMPLETION CERTIFICATE report
    4. To print a class certificate, set the report option to "Display Class Certificates" and select a class certificate from the dropdown
    5. To print a course certificate, set the report option to "Display Course Certificates" and select a course certificate from the dropdown
    6. Click the green arrow to generate the report

    To print other user's certificates (requires Instructor or Administrator level access):
    1. Log into the training with an Administrator or Instructor user account
    2. Click ADMINISTRATOR TOOLS
    3. Click REPORT MANAGER
    4. Select the COMPLETION CERTIFICATE report
    5. Select a user
    6. To print a class certificate, set the report option to "Display Class Certificates" and select a class certificate from the dropdown
    7. To print a course certificate, set the report option to "Display Course Certificates" and select a course certificate from the dropdown
    8. Click the green arrow to generate the report

    Note: If no course or class certificates are available, the user has not yet fulfilled the requirements for completing a course or class.
  • How to Manage Credit Usage (video)
  • Flash Error

    1. Log into the system
    2. Select Administrator Tools and click Report Manager
    3. Click on Credit Usage Report
    4. Customize the report by setting filter parameters and formatting the details
    5. Click next to generate the report
    6. The report will display:
      • Purchase date of credits
      • Number of credits purchased
      • Number of credits remaining
      • How long a student has access to the training once a credit is used
      • Expiration date when the credits expire
      If you checked Include User Details, the report will also show:
      • Name of the individual who used a credit
      • Date the credit was used
      • Expiration date when the student will no longer be able to access the training material
  • How to Set Timers for Simulators (video)
  • Flash Error

    1. Log into the system
    2. Next, go to Administrator Tools and then to Course Manager
    3. Expand on the class that contains the simulator course you would like to edit
    4. Select the simulator course
    5. Click Modify Timer
    6. The options that appear allow you to set time parameters for practice sessions and exam sessions. Check Each Bag or Each Image and enter a number if you want to set the maximum time limit to resolve each X-ray image. Check Each Session and enter a number if you want to set the maximum time limit to resolve all images in a session. Check both if you want to activate both parameters
    7. Click Save
  • How to Control Access to the X-ray Interpretation Final Exam (video)
  • Flash Error

    1. Log into the system
    2. Next, select Administrator Tools and click on Course Manager
    3. Expand on the class that contains the simulator course you would like to edit
    4. Select the simulator course
    5. Click Final Exam Setting
    6. Set the parameters to determine when a final exam becomes active. The options include:
      • the number of practice sessions a student must complete
      • a duration that must be spent interpreting X-ray images
      • achieving a specific certification level
      You can use one or multiple combinations of these options.
    7. Click Save
  • Do all systems have the messaging tool?
  • Yes. Messages are a standard in the system. When users go through course material and they have a question, there is a Send Message icon available at the bottom of their screen. From there, users can type a subject and message and then send it to Instructors and Administrators.

    When Instructors and Administrators log into the system, the Messages function will be enabled on their personal homepage. Instructors and Administrators can retrieve messages from here and respond to students.

    Note: Student to Student messaging is not permitted.
  • How long does archived data stay in the system?
  • For web-based clients, archived data is stored in the system for as long as you are a client.

    For stand-alone clients, information is stored on your local PC.

    Note: When you reset a course, delete a user, etc., data is never permanently deleted; it is simply hidden. Data can always be accessed in some way by Safe Passage.
  • How do I transfer a Safe Passage license from one computer to another?
    1. On the current computer with the software installed, navigate to C:\SPSX
    2. Open the utilities directory
    3. Double-click on the Transfer.exe application and a dialog box will appear
    4. Enter the Activation Key (provided to you by Safe Passage)
    5. Click Transfer
    6. A message will display saying the license has been transferred successfully
    7. On the new computer, install the software
    8. Start the software and a product registration dialog box will appear
    9. Enter the same Activation Key you used previously in step 4
    10. The software will start as normal on the new computer

    Note: Once you transfer out a license you will be unable to use the Safe Passage software on the old PC.
  • What is an ADO Database error?
  • This error will occur if:
    1. Student records data folder is currently unavailable on the network. Please verify that the computer is able to see the data folder on the network.
    2. Student records data folder does not currently have the appropriate sharing restrictions configured. See "How do I set the networked data folder to have read/write access?" and "How do I link student PCs to the networked data folder?" FAQ's.
  • How do I link student PCs to the networked data folder? (Note: Requires multiple licenses)
  • To configure Student Stations, you must launch the program and access the administrative component of this program.

    1. Install the Safe Passage software on the Student station
    2. Launch the Safe Passage software using the “Start Safe Passage” icon on the Student station desktop
    3. Log into the Safe Passage software using the System Administrator login account information
    4. From your Personal Home Page, click ADMINISTRATOR TOOLS
    5. Next, click SYSTEM MANAGER
    6. Under Student Records Location, the default path is C:\SPSX\data. Click SELECT FOLDER to change the path to the Data folder on the Instructor or Server station
    7. A Browse for Folder window will appear. Browse to the shared data folder on the Instructor station. Select the Data folder on the Instructor station and click OK
    8. Click SAVE to save the path
    9. Click EXIT to leave the System Manager. Continue clicking Exit until you have logged out to the standby screen
    10. Click QUIT. An exit dialog box will appear. Click YES to quit the program
    11. Browse to the following location c:\SPSX. Click on the DATA folder and press the RENAME key on your keyboard. Rename the folder to DATA_STANDALONE
    12. Repeat steps 2 through 5. This will verify your connectivity to the networked Student Records Data folder
    13. Repeat steps 9 and 10
    14. Repeat this process for all remaining student stations
  • How do I set the networked data folder to have read/write access?
  • In order to network the Safe Passage software, the student stations will need to have access to a folder containing the student records database located on the network (usually on the instructor station). This folder will need to have read/write access to anyone accessing the folder. Once the data folder has the ability to be shared on the network, you will need to change the Student Records location on each station.

    To set read/write access:
    1. Install the Safe Passage software on the Instructor station.
    2. On the Instructor’s station, locate the SPSX folder. The default location is C:\SPSX.
    3. Double click to open SPSX folder. Inside this folder, you will find a Data folder
      NOTE: For networks containing a separate Server station, place a copy of this Data folder on the Server and follow remaining instructions on Server station
    4. Right mouse click on the Data folder. A pop-up menu will display. Choose SHARING.
    5. Click on the SHARING tab
    6. Select the SHARED AS button and the MAXIMUM ALLOWED button and click OK The data folder symbol changes from a folder to a hand holding a folder
    7. On a Windows Server 2003 Station or higher, click on the PERMISSIONS button, provide Change/Write and Read access to appropriate network users and click APPLY
    8. On a Windows XP, Vista, 7 Station, place a check mark by the ALLOW NETWORK USERS TO CHANGE MY FILES option and click APPLY
  • The red loading bar on my software is freezing when trying to launch a course, how do I fix this?
  • This problem may occur on some computers that are also running Microsoft Office 2003 and it has to do with how Microsoft handles certain file types. To view the Microsoft Support Article click here.

    1. From your desktop, click on Start > Search
    2. Change the search location to Local Disk (C:)
    3. For the file name, type: MSOXMLMF.DLL
    4. Click Search. If the search returns 0 results please contact our support team
    5. Right-click on the MSOXMLMF.DLL file and select Rename
    6. Rename the file to MSOXMLMF2.DLL and hit Enter. If you are using Vista you may have to confirm the change
    7. Launch the SPSX software and try to load a course. If the problem still exists contact our support team
  • Does the TSA recognize Safe Passage Training to be compliant with the Certified Cargo Screening Program (CCSP)?
  • Yes. We have been supporting this program since 2008 and have worked closely with the TSA to create audit support materials so CCSFs are able to demonstrate compliance.
Contact Us
Product Information
  • Corporate Headquarters
    Safe Passage International, Inc.
    333 Metro Park
    Rochester, New York 14623
    USA
  • +1 585 292 4910
  • +1 585 292 4911
  • info@safe-passage.com
Customer Support
  • Corporate Headquarters
    Safe Passage International, Inc.
    333 Metro Park
    Rochester, New York 14623
    USA
  • +1 585 292 4910 x230
  • +1 585 292 4911
  • support@safe-passage.com
Webmaster
  • webmaster@safe-passage.com
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