FREQUENTLY ASKED QUESTIONS
Sometimes things just aren't working the way you want it to. But, no worries! We're here to help. If what you're looking for isn't answered in one of the questions below, you can always reach out to us personally.
On the main page, underneath the HCI logo, click on the "Sign Up" button. This will take you to the Xnet registration page. HCI is directly linked to your Xnet account, so you will use your Xnet login username and password to access HCI.
Here, fill out the form as prompted. Make sure you correctly choose your security status (Hypertherm Associate, Channel Partner or End User), as this will determine what content you see. Properly fill out all the information correctly. If you are signing up for a company that does business with Hypertherm, please use your corporate e-mail address and contact information. Once complete, click "Submit" and return to HCI to log in.
If you’re new to HCI, you can go to the Course Catalog to view all available courses.
To change your contact information, log into Xnet and click on the “My Account” link on the upper right-hand side of the screen. This will appear below the black bar and next to “Logged in as…” Here, you can fix your e-mail address, name, company, job title, etc… Once finished, click the “Submit” button. A green “Information updated” check box will appear. This information will update the next time you log back into HCI.
When you log into HCI, you can access your transcript from the drop down menu located next to your Name and Icon at the top right of the screen. Also, you can access it via a button in the ‘Welcome Back!’ box. Click here to jump directly to your HCI Transcript.
If you have completed a course and would like the course certificate, you can download it from the course page itself. With the course open, under the status location, click the red button that says ‘Download Certificates’.
You can also access your course certificate via your Transcript page. Each completed training track on your transcript has a link next to it where you can download your certificate, and individual courses, if clicked on, will take you to the course page where you can click the certificate button.
Badges may be awarded for completing one or more courses or training tracks. Badges earned are displayed on your account page and can even be exported to other sites! As you earn badges, the number you have earned will display on your profile.
The number in the badge symbol provides a quick link to the Badge tab on the your account page. On the badge tab, you can view a list of earned badges and, if desired, export them to Open Badges.
Mozilla’s Open Badges is a new online standard used to recognize and verify learning. You can learn more about Open Badges here.
Once a you export a badge, you can display it on various external sites such as LinkedIn or even on your Outlook signature. The digital badge is linked to a public page where the public can view the name, description, and required credentials to earn the badge.
See these links for instructions on how to display badges on:
If you are already enrolled in the Training Track, simply go to the home page and click on the “My Enrolled Courses” button. The training track will appear in your enrollments.
If you are not yet enrolled but were sent an e-mail about a training track that included a link to it, please log into HCI first, then copy and paste the link into your web address bar.
Sometimes on a course, there is a limit to how many times an assessment can be taken. If you reach this limit, follow the instructions listed in the course description. In the case of the Essentials of Plasma Service course, please contact Hypertherm’s technical service to see if you qualify for additional retakes.
Unfortunately, there is no way for you to get credit for any courses taken using a corporate or shared account. You will need to retake the course using an individual account.
Check out the Course Catalog in HCI by clicking on "Course Catalog" at the top of the page.
Currently, all courses on HCI are available free of charge. If you are accessing another course at a different university, there might be a small fee associated with the program.
You can tell whether a course has a cost when you view a list of the courses in the course catalog and on the course page.
Any course with a cost will be charged to you when you click the Enroll button.
Once a course is "Full," a HCI administrator is notified, and they can choose whether they want to open the course up to additional students. Usually, most in-house trainings are limited to a certain number of seats in order to provide the best possible training environment.
If you are interested in a training that always seems to fill up quickly, contact us stating which course you are interested in. We will try our best to accommodate your needs.
Sometimes a PIN number is required in order to enroll in a course. If this is the case, you will receive a PIN number from a HCI Administrator or Hypertherm representative.
Your account might have a certain security restriction on it. Hypertherm Associates will see different courses on HCI than a Channel Partner or another user. If you suspect you have been given incorrect Xnet security access, please contact Customer Service at (800)-737-2978 for assistance.
In some cases, you might belong to several universities and you are currently viewing the wrong university page. If your university doesn’t have a course you feel would be important, please let your University Administrator know what you’d like to see.
To unenroll from your course...
• Log into your account.
• Click the name of the course from which you would like to un-enroll.
• Click the "Un-Enroll" red button on the course page.
If you wish to re-enroll in the course at a later time, you can find the course in the Course Catalog and click the ‘Enroll’ button. Your course will re-appear in your “Enrolled” list. If you previously completed a portion of the course, the work you’ve done will remain completed and you can start where you left off.
The course might have a prerequisite that needs to be completed before you can enroll. You will need to complete the prerequisite prior to enrolling in a course. The “Enroll” button will appear after you have completed the prerequisite course.
The course might also be full for that specific date. To optimize the learning experience for all students, each class has a limited number of attendees. Once a class reaches its maximum capacity, it is full and no longer open for enrollment. If this is the case, please select a different training date.
Sometimes the classes get cancelled. We strive to never have to cancel a class, but sometimes it does happen. Classes are subject to cancellation if the minimum number of attendees is not met one month prior to the start of the class.
No. To enroll in an instructor-led training, you must have your own personal HCI account and have completed all the necessary prerequisites.
If you have questions about any of the Technical Service in-house trainings, you can e-mail Technical Service or contact them at (800)-643-9878.
Upon receipt of your completed registration form, Hypertherm will confirm your enrollment. Please do not make flight arrangements or hotel reservations until you receive a confirmation from Hypertherm. Once confirmed, we will provide the training schedule, travel/lodging options, and directions.
There are several hotels that are close to Hypertherm's 71 Heater Road training facility. You will receive more information in your class confirmation correspondence.
All trainings in North America are at our 71 Heater Road, Lebanon, New Hampshire location.
As part of our commitment to provide a healthy and safe environment for Associates and visitors, Hypertherm provides a tobacco-free campus.
We strongly recommend, but do not require, the following for optimal viewing of your courses:
Windows 7 64-bit (or later)
• 2GB RAM
• 1024x768 resolution
• Sound card with speakers/headphone for audio
• Microsoft Internet Explorer 9, Firefox 11+, Google Chrome 18+
• Adobe Flash
• Pop-up blockers disabled
Mac OS X 10.6 +
• 2GB RAM
• 1024x768 resolution
• Sound card with speakers/headphone for audio
• Safari 5.0+, Firefox 11+, Google Chrome 18+
• Adobe Flash
• Pop-up blockers disabled
We can provide limited support for other operating systems (OS) and browsers. We recommend you upgrade to the newest version of your OS and browser prior to contacting us about technical difficulties with your course.
You might have clicked "Sign Up" instead of "Login". Please go to the HCI home page and sign in using your username and password. You do not need to re-register.
When you log in, you will be given a security access based on your Xnet security status. Hypertherm Associates might see different courses versus non-Hypertherm Associates. If you are logged in and you do not see a "Logged in as Channel Partner" in the 'Welcome Back' box, you might not have the correct Xnet security access. If you suspect you have been given incorrect Xnet security access, please contact Customer Service at (800)-737-2978 for assistance.
For Hypertherm Associates, simply go to Xnet and log in using your computer login credentials. This will ensure you are accessing Xnet from an internal account. Then go to HCI. If you are still experiencing problems, contact the HCI Website Manager.
If you are a verifiable Hypertherm Channel Partner, contact Customer Service at (800)-737-2978 or your sales representative to update your security status in Xnet.
If you are not listed as a Hypertherm Associate, you are not using an internally certified Hypertherm Xnet account. Go to the Xnet login page and login using your Hypertherm credentials (ie: the same username and password you use to log onto your computer or access your email). Log back into HCI to update your status.
Note- if you already took courses on your non-Hypertherm account, don’t want to retake the courses, but still want to get course credit, please e-mail the HCI Site Manager to resolve the problem.
Your session on the other site may have timed out. Go back and log in to the other site again and click the link to BlueVolt.
Additionally, you could close out of your browser entirely and relaunch with a fresh new window or use a completely different browser to see if the problem resolves.
If you still can't log in, click the Contact Support link at the bottom of the Error page and follow the instructions there.
When you try to log in, and you see a sign in error that says: "An error has occurred: Failed to parse profile XML", then there is an unrecognizable character, or lack of character, in your Xnet account information that cannot be passed over. To resolve this, log into Xnet, click on "My Account" and update your information to include only letters and numbers.
Characters such as !, @, #, $, %, ^, &, or * can cause this error. Be sure to remove them from your account information. Click "Submit" to save. Then log back into HCI.
A "Failed to parse profile XML" may also be followed by something similar to "The 'FirstName' element is invalid". In this case, some of the fields in your Xnet account have been left blank. When HCI sees the blank information, it bounces back the error. You need to log into your Xnet account, click on "My Account", and make sure that your First Name, Last Name, Company Name, E-mail, and any other vital information is properly filled out. Click "Submit" to save and try to log in again. Once Xnet sends over the filled in fields, the error should disappear.
If you are still experiencing errors after fixing your Xnet account, please contact the HCI Site Manager for assistance.
If you are getting this message when trying to sign in, it means your e-mail address is already in use. Perhaps you used to have an account with another BlueVolt hosted university. If this is the case, then you'll need to verify your e-mail via the BlueVolt Support Verification e-mail that has been mailed to you. If you do not receive the e-mail, check your SPAM folder.
If you still did not receive an e-mail, please e-mail support@bluevolt.com with your first and last name, e-mail address, company information and a description of the problem.
When you are trying to log in, and see something along the lines of JavaScript, java, runtime errors, and other strange strings of code, this means there is something faulty with your Xnet account. Most likely, your Xnet account might have been automatically deactivated due to more than 36 months of inactivity. If this is the case, you will need to reach out to Customer Service or the HCI Site Manager to reactivate your account.
If you can successfully log into Xnet, meaning your account is still active, there might be some other unidentifiable issue. Please immediately contact the HCI Site Manager for troubleshooting assistance. Be sure to provide your name, company information, a detailed description of the error, and a screenshot if available.
Passwords are case-sensitive so CAPITAL letters must be typed that way.
If you've forgotten your password, please go to the Xnet login page and click on the "Help! I forgot my user name or password!" link. Follow the prompts and you should be able to reset your password.
If you still cannot log in, contact Customer Service at (800)-737-2978 to assist with your Xnet account. Be prepared to provide your full first and last name, e-mail address, and your company name if applicable.
Sometimes the password reset email will get caught in a SPAM filter and go to your Junk Mail folder. You'll want to check there.
If you still cannot log in, contact Customer Service at (800)-737-2978 to assist with your Xnet account. Be prepared to provide your full first and last name, e-mail address, and your company name if applicable.
Your password does not have to be a particular length. You may use any combination of numbers or letters. Spaces and symbols can be used, as well. For the greatest security, we recommend at least 6 characters or more and at least one number and one letter. However, you are free to use whatever you like!
Yes, but we recommend changing your password regularly to discourage unlawful access to your account.
Usually this can be solved by one of the following:
Turn off ALL popup blockers. Many computers have two or more pop-up blockers installed. Common examples are Yahoo!, Google, McAfee, Norton, or other antivirus and security software. Internet Explorer also has a built-in pop-up blocker. You must disable all pop-up blockers, or allow pop-ups for BlueVolt.com to access your course.
Make sure the browser refresh rate is set to check for newer versions of stored pages every visit to the page. To do this in Internet Explorer, go to 'Tools' then 'Internet Options'. You will see either "Temporary Internet Files" or "Browsing History". Click the Settings button, and under "Check for newer versions of stored pages" select "Every visit to the webpage."
Most courses on HCI are available in HTML5 for viewing. However, some older courses still run on Adobe Flash. If you do not have Adobe Flash installed or activated on your browser, then those courses will launch ‘blank’.
Make sure you are using the most recent version of your browser by going to 'Tools' then 'Windows Update'. Install any updates recommended. You might need to update your version of Flash Player. You can check your version at the Adobe Flash website.
If you don't already have the latest version, please download the latest version (after updating your browser) before taking any further courses. If you are using Internet Explorer, Mozilla Firefox or Google Chrome as your browser, you can download the latest version at the Adobe Flash website.
Once installed, make sure your browser settings for Adobe Flash are set to "Allow" for go.bluevolt.com.
If you have a chance, please try launching this course when few other people are using network computers. It might be a bit of congestion slowing things down.
To complete a course, you must go through every slide in the module in addition to passing the quiz. If you are certain you’ve clicked on every slide, close the module and re-open. If you get the prompt “Would you like to resume your presentation where you left off?” select “No”. Click through each slide starting from the beginning.
If you can advance to other modules, you can ignore the "In Progress" message. If you have any difficulty after you have completed all the modules, quizzes and the final test, please contact us. Let us know whether you’ve received a passing grade on the quiz. If you can send us a screenshot of the quiz score, that would be great.
Make sure you’ve completed every module (including quizzes and surveys, unless those show as “optional”). When everything is complete, refresh the page.
You'll want to make sure to view every slide in the course module to get your course to complete. Try closing your course then re-launching it. You may get a screen that says, “Would you like to resume the course where you left off?” Click “No” and go through all the slides starting with the first slide, making sure you click on any links and complete any quizzes.
If you are still experiencing problems with this and it is preventing you from having a completion status, contact the HCI Site Manager for assistance.
Your Security settings on your browser may be creating this difficulty. If your browser is Internet Explorer, we recommend an upgrade to the most recent version. If you are unable to upgrade, the instructions below may help:
Add BlueVolt to Trusted Sites
• Go to Tools → Internet Options and select the Security tab.
• Click the green check mark (Trusted Sites) then click the 'Sites' button.
• Add "http://go.bluevolt.com" (without the quotes) to your Trusted Sites (the green check mark). Make sure you do NOT have the box checked next to "Require server verification (https:) for all sites in this zone".
• Click 'Add' then 'Close'.
Navigate subframes
• Go to Tools → Internet Options and select the Security tab.
• Click the green check mark (Trusted Sites) the select "Custom level" button.
• Scroll down to the Miscellaneous section and click next to "Enable" for "Navigate sub-frames across domains" (this will say "Navigate windows and frames..." for IE8.)
Clear your browsing history (cache)
• Go to Tools → Internet Options and select the General tab.
• Under "Browsing history" click the 'Delete' button.
• Make sure there are checkmarks next to "Temporary Internet files", "Cookies", and "History".
• Click the "Delete" button.
Close all instances of your browser. Re-open the browser and access your course as usual. If you’ve followed these instructions and still can’t get the course to complete, please submit a support request to support@bluevolt.com.
Mostly everything on HCI is available via a mobile device. However, eLearning courses are designed with desktop clients in mind, so your user experience on a mobile device might not be as seamless as if you were on a computer. Videos, documents, and assessments should all work without issues.
Our site is capable of hosting courses for mobile devices and a few courses are now HTML5 capable. We expect this number to grow over the year. However, some of our courses were developed to use Adobe Flash, and Apple has not allowed Adobe to run Flash plug-ins on the iDevices. Some students have had success viewing Flash courses on the iPad with the Puffin Web Browser. This is a paid app you can purchase here.
PLEASE NOTE: HCI and BlueVolt do not endorse nor take any responsibility for problems arising from using this application. If you have difficulties with Puffin, we will not be able to provide support. If you become aware of other apps that will display Flash courses on an iPad, please let us know and we'll share that information here.
We perform regular system maintenance every Wednesday evening. The maintenance typically starts around 10:00 PM Pacific time. A warning will appear two hours prior to downtime. The amount of time remaining will also be displayed during the outage. You will not be able to access your courses or account information during this time. Occasionally, we must also take the site down briefly to reset the server. These instances are not planned, so we cannot give advanced notice.
Some courses might require Java to properly run. You can download Java at this link.
To capture a screenshot, click somewhere on the screen that shows the score/error/item of interest. Press "PrtScn" or "PrtSc" (button in upper row near the right corner of your keyboard or bottom row on a laptop, depending on the model). Go to your email and Paste (right click and choose Paste or use the keyboard shortcut Ctrl + V). If your email client will not allow you to paste directly into the email, open a Word document and use the same technique to paste the screenshot. Save and name the Word document then attach it to your email.
You can find instructions and a helpful video for capturing screenshots for both PC and Mac computers at: http://take-a-screenshot.org.
Note: Using Copy and Paste will not provide a useful screenshot. Please follow the instructions above.
Please let us know right away if you feel any information given is wrong and we’ll work with the course instructors to make sure it’s corrected. The best way to provide feedback for quiz questions is to click 'Report a Problem' at the bottom left of the window that contains the quiz question you are writing about. Fill in your feedback in the box provided then click 'Report a Problem' link (or 'Cancel', if you change your mind).
Sometimes the question is very long or contains a picture. Typically, a multiple-choice question will contain 4 answers, but sometimes there are more. Be sure to scroll down to see all the answers.
If you can’t resolve the error, please contact Customer Service or the HCI Site Manager.