This document provides help references for common issues users may encounter when accessing or completing the RSA Online Refresher Course. It addresses questions about invalid certificate numbers, finding certificate numbers, reprinting lost certificates, completing the sample course, printing certificates without a printer, fixing pop-up blocker issues, navigating the course, browser errors, viewing videos on iPads, reprinting original certificates, saving incomplete coursework, and selecting postcodes from a dropdown menu.

1. RSA Online Refresher Help Reference
Contents: Page No.
1. What do I do if I’m told my certificate number and name combination is not valid?................2
2. I don’t know my certificate number. Where do I find it?...........................................................2
3. I’ve lost my certificate, how do I get my certificate number?...................................................2
4. What does the sample course mean and what is its function?................................................3
5. I don’t have a printer, how do I get my certificate?..................................................................3
6. A pop-up blocked message appeared when I clicked on the Refresher Course. What should I do?...........................................................................................................................................3
7. I have logged in and now want to complete the RSA refresher course. What do I do?...........4
8. I cannot gain access to the website and have received an error message. What does this mean?......................................................................................................................................4
9. I am accessing the RSA refresher course on my iPad and can’t view the videos. Why is this? .................................................................................................................................................4
10. Can I reprint my original RSA face-to-face certificate from this website?................................4
11. If I close the RSA refresher course window half way through the course, will my information be saved the next time I log in?...............................................................................................5
12. I clicked next after completing the course but nothing happened. How do I get to the assessment?...........................................................................................................................5
13. I entered my postcode and pressed enter. Why does the system not recognise the data I entered?..................................................................................................................................6
Updated: 19 October 2011

2. RSA Online Refresher Help Reference
Page 2 of 6
1.
What do I do if I’m told my certificate number and name combination is not valid?
If the certificate name and number don’t match, double check that you are typing in the details as they appear on your certificate. If you are still unable to login, please contact Responsible Alcohol Victoria on 1300 650 367 for assistance.
Note: The certificate number field is only valid for Victorian RSA certificate numbers and certificate numbers emailed to approved bridging applicants.
2.
I don’t know my certificate number. Where do I find it?
Your certificate number is printed in the top right hand corner of your Victorian Responsible Service of Alcohol certificate.
Persons applying for interstate Responsible Service of Alcohol recognition will be sent a certificate number via email once their bridging request is approved
3.
I’ve lost my certificate, how do I get my certificate number?
If you know the name of the training organisation where you completed the RSA course, contact them and they can supply you with a reprint of your initial RSA training certificate. This certificate contains the number in the top right hand corner.
If you require any further assistance, please contact Responsible Alcohol Victoria on 1300 650 367.

3. RSA Online Refresher Help Reference
Page 3 of 6
4.
What does the sample course mean and what is its function?
The sample course allows all visitors to learn about Responsible Service of Alcohol. No login details are required for this course and no data will be recorded.
In order to successfully complete the RSA online refresher course and record your result, you will need to log in with a valid Victorian certificate number and successfully complete the course.
5.
I don’t have a printer, how do I get my certificate?
You can log back in, via the ‘Complete RSA refresher course’ button and re-print your certificate at any time, on any computer.
6.
A pop-up blocked message appeared when I clicked on the Refresher Course. What should I do?
You will need to allow pop-ups in order to complete the RSA online refresher course. How you do this will depend on which browser you are using. The browsers that are compatible with this website are Internet Explorer 6 and above and Safari version 5 above.
Responsible Alcohol Victoria is unable to provide you with technical advise in relation to changing the defaults on your computer browser or your virus software.
Internet Explorer message:

4. RSA Online Refresher Help Reference
Page 4 of 6
Safari message:
7.
I have logged in and now want to complete the RSA refresher course. What do I do?
Once you have updated your details, simply click ‘RSA refresher course’ from the left navigation menu to begin course.
8.
I cannot gain access to the website and have received an error message. What does this mean?
This website is supported by the following browsers, Internet Explorer 6 and Safari version 5 and later. You will need to access one of the above browsers in order to enter the site.
9.
I am accessing the RSA refresher course on my iPad and can’t view the videos. Why is this?
iPad’s do not currently support flash video, which is required to view videos on this website. Please note that you will be able to complete the course without viewing the videos.
10.
Can I reprint my original RSA face-to-face certificate from this website?
This system cannot be used to reprint your original RSA, face-to-face certificate. Please contact your original training provider. For further information, please contact Responsible Alcohol Victoria on 1300 650 367 for assistance.

5. RSA Online Refresher Help Reference
Page 5 of 6
11.
If I close the RSA refresher course window half way through the course, will my information be saved the next time I log in?
The RSA topics will only save once they have been completed and you get a green tick. If you close the window before this point, the topic will not save and you will have to re- do it.
12.
I clicked next after completing the course but nothing happened. How do I get to the assessment?
At the end of your course, and before the assessment, if you attempt to click next and it doesn’t do anything then it’s likely that the browser screen behind (which says don’t close me) has been closed. Simply click save and exit and login again to complete the assessment.

6. RSA Online Refresher Help Reference
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13.
I entered my postcode and pressed enter. Why does the system not recognise the data I entered?
When entering a postcode, you must select from the drop down menu. ie. Even if there is only one option, you must highlight and select this option.